CRM in Government

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Customer Relationship Management > Best Practices > CRM in Government

CRM in Government
Nnadita Mandary
How do you think can CRM be implemented in government sector? How can it be integrated with e-government? Boosting government's reputation through CRM and e-government -- how can this be achieved? (...) Read more? Sign up for free

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  Why CRM in Government is Different
Jaap de Jonge, Editor, Netherlands
  Here are some thoughts why CRM in government is different from CRM in business:
Government CRM needs differ from those of businesses in that they must serve the general public at large and not just the best customers. Government and public sector agencies need to serve everyone, and they don’t have the luxury of overlooking disgruntled constituents. Not only that, they have to be accountable.
Government agencies are also businesses with strict budgets. Government agencies must be able to easily interface with other agencies, including local, state, and federal systems. Technical CRM solutions need to be able to adequately integrate with existing government systems and enhance them.

Government processes benefit from a good CRM tool, because handle times can be shortened and many steps of the process can be self–service. Government agencies have the extra responsibility of maintaining strong relationships with constituents, partners, recruits, lawmakers, and other government agencies. CRM solutions require extra security and user–friendly interfaces. Government CRM systems must have a high degree of interoperability to maintain efficiency across agencies.

   
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Customer Relationship Management
Summary
Forum
🔥Relationship Between Employee Retention and Customer Relationship Management
Rethinking Call Centers
Stages of Customer Service Transformation
Best Practices
🥇Framework for Monitoring Customer Service
🥈CRM: What Forms a Strong Customer Relationship?
🥉What is the Impact of CRM on Organizational Performance?
Theories of Customer Relationship Management (CRM)
Why Customer Relationship Management? What Makes CRM Viable?
CRM in University Set Up
Customer Intimacy > WHY?
Social Customer Relationship Management | Social CRM
CRM in a Non-profit Context
Business Relations in Corporate America
The CRM-paradox by Nguyen
CRM in a Monopoly Situation
CRM in Military Organizations?
Healthcare CRM Models?
6 Markets Model (Payne, 1995)
CRM Practices in FMCG Sector
Customer Relationship Management as a Strategic Development Philosophy
Managing Customer Complaints
Relationship with Company or with Employees?
Start CRM with Fixing Fragmented Customer Service Processes
Advanced Customer-Oriented Strategy: Customer Advocacy
An Extreme CRM Case: Front Office
Increasing Student Retention using Higher Education CRM
Six Relationship Management Interaction Processes (Geersbro and Ritter) for International Relations
Customer Relationship Management Metaphor
More CRM Strengths / Benefits
Tool to assess CRM maturity?
Customer Relationship Management History
CRM in Government


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