Translating Customer-Focused Strategic Issues into Operational Processes Through CRM – A Public Sector Approach

Batista, Luciano and Kawalek, Peter (2004). Translating Customer-Focused Strategic Issues into Operational Processes Through CRM – A Public Sector Approach. In: Traunmüller, Roland ed. Electronic Government. Lecture Notes in Computer Science, 3183/2004. Berlin/Heidelberg, Germany: Springer, pp. 128–133.

DOI: https://doi.org/10.1007/b99836

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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