Citizen Relationship Management

Schellong, Alexander

doi:10.1145/1146598.1146762

Cited by 3 publications

(1 citation statement)

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“…Knowledge on how to employ channels to satisfy citizens and organizations comes from concepts of Customer Relationship Management (CRM). This research area provides valuable ideas and experiences to cope with changing citizens (or customers) and a multitude of user preferences (Klievink and Janssen 2009;Schellong 2005).…”

Section: Literature Reviewmentioning

confidence: 99%

Multichannel Communication in Kazakhstani Public Service: Examining the Role of Digital Tools

2023

VPA

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This article explores how alternative multichannel service provision can improve the way in which governments and citizens interact. Improvement is necessary because there is a gap between the communication channels that governmental bodies prefer and those that relate to citizens' preferences.Obviously, the government chooses channels based on their cost efficiency, while citizens may choose channels depending on availability, context, and trust.Based on the results of a survey of 4,606 civil servants in Kazakhstan, the authors consider which channels civil servants use to interact with the public, explore the role of digital tools in relation to public involvement in government decision-making, and analyze how this affects the effectiveness of the provision of public services.The results of this study show that the effectiveness of communication directly depends on the availability of communication channels. When communicating with government 536

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Section: Literature Reviewmentioning

confidence: 99%

Multichannel Communication in Kazakhstani Public Service: Examining the Role of Digital Tools

2023

VPA

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Creating Public Value in E‐Government: A Public‐Private‐Citizen Collaboration Framework in Web 2.0

2010

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Success factors of the implementation of CRM systems — A literature review

Duque¹,

Varajão

Filipe

2018

2018 13th Iberian Conference on Information Systems and Technologies (CISTI)

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Resumo-A gestão do relacionamento com o cliente, ou Customer Relationship Management (CRM), assumiu nos últimos anos o papel de ferramenta estratégica fundamental para as organizações obterem vantagens competitivas. No entanto, dado que o processo de implementação de um sistema CRM não é isento de riscos, torna-se importante conhecer os fatores que influenciam o seu sucesso. Este artigo apresenta o resultado de uma revisão da literatura realizada com a finalidade de identificar e descrever os principais fatores influenciadores do sucesso da implementação de sistemas CRM.

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Citizen Relationship Management

Cited by 3 publications

References 0 publications

Multichannel Communication in Kazakhstani Public Service: Examining the Role of Digital Tools

Multichannel Communication in Kazakhstani Public Service: Examining the Role of Digital Tools

Creating Public Value in E‐Government: A Public‐Private‐Citizen Collaboration Framework in Web 2.0

Success factors of the implementation of CRM systems — A literature review

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