Translating Customer-focused Strategic Issues into Operational Processes through CRM – a Public Sector Approach

Luciano Batista; Peter Kawalek

doi:10.1007/b99836

Translating Customer-focused Strategic Issues into Operational Processes through CRM – a Public Sector Approach

Luciano Batista, Peter Kawalek

Norwich Business School

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

6 Citations (Scopus)

Abstract

In spite of doubts and misunderstandings regarding CRM implementation in the government context, its adoption has been significantly growing in the last years. Different initiatives have been uncovering CRM benefits for government. Such as benefits may potentially enhance government responsiveness and acceptance by society. In this paper we address the issue of what makes CRM different from other existing solutions and approaches towards customers. We also further analyze the importance of customer-focused strategies for government and which CRM functionalities are being exploited in order to improve organizational performance and relationships with stakeholders. Different dimensions of CRM are briefly mentioned in order to provide a better understanding of its scope and concepts.

Original language	English
Title of host publication	Electronic Government
Editors	Roland Traunmüller
Publisher	Springer
Pages	128-133
Number of pages	6
Volume	3183
ISBN (Print)	978-3-540-22916-2
DOIs	https://doi.org/10.1007/b99836
Publication status	Published - 2004

Publication series

Name	Lecture Notes in Computer Science
Publisher	Springer

Access to Document

10.1007/b99836

http://www.springer.com/978-3-540-22916-2

Cite this

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abstract = "In spite of doubts and misunderstandings regarding CRM implementation in the government context, its adoption has been significantly growing in the last years. Different initiatives have been uncovering CRM benefits for government. Such as benefits may potentially enhance government responsiveness and acceptance by society. In this paper we address the issue of what makes CRM different from other existing solutions and approaches towards customers. We also further analyze the importance of customer-focused strategies for government and which CRM functionalities are being exploited in order to improve organizational performance and relationships with stakeholders. Different dimensions of CRM are briefly mentioned in order to provide a better understanding of its scope and concepts.",

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