Potentialities of Customer Relationship Management
in the Building of Government Reputation

Luciano Batista

Potentialities of Customer Relationship Management in the Building of Government Reputation

Luciano Batista

Norwich Business School

Research output: Chapter in Book/Report/Conference proceeding › Chapter

Abstract

This paper aims to configure out the potentialities of CRM in the building of government reputation by raising key aspects of Corporate Reputation theory that can be strengthened by similar CRM strategic orientations and supported by the deployment of CRM solutions. Initially we address aspects of public cynicism towards government. In the sequence, we describe the main characteristics of CRM systems and point out some functionalities that may act as enablers of positive corporate reputation. We conclude providing examples of CRM applicability for enhancing government reputation.

Original language	English
Title of host publication	Proceedings of the 3rd European Conference on e-Government
Editors	Frank Bannister, Dan Remenyi
Publisher	MCIL
Number of pages	513
ISBN (Print)	9780954457716
Publication status	Published - 2003

Cite this

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title = "Potentialities of Customer Relationship Management in the Building of Government Reputation",

abstract = "This paper aims to configure out the potentialities of CRM in the building of government reputation by raising key aspects of Corporate Reputation theory that can be strengthened by similar CRM strategic orientations and supported by the deployment of CRM solutions. Initially we address aspects of public cynicism towards government. In the sequence, we describe the main characteristics of CRM systems and point out some functionalities that may act as enablers of positive corporate reputation. We conclude providing examples of CRM applicability for enhancing government reputation.",

author = "Luciano Batista",

year = "2003",

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editor = "Frank Bannister and Dan Remenyi",

booktitle = "Proceedings of the 3rd European Conference on e-Government",

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AB - This paper aims to configure out the potentialities of CRM in the building of government reputation by raising key aspects of Corporate Reputation theory that can be strengthened by similar CRM strategic orientations and supported by the deployment of CRM solutions. Initially we address aspects of public cynicism towards government. In the sequence, we describe the main characteristics of CRM systems and point out some functionalities that may act as enablers of positive corporate reputation. We conclude providing examples of CRM applicability for enhancing government reputation.

M3 - Chapter

SN - 9780954457716

BT - Proceedings of the 3rd European Conference on e-Government

A2 - Bannister, Frank

A2 - Remenyi, Dan

PB - MCIL

ER -