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

IMP Business Economics

Research output: Contribution to journal › Article › peer-review

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. © Springer-Verlag Berlin Heidelberg 2004.

Original language	English
Pages (from-to)	128-133
Number of pages	5
Journal	Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
Volume	3183
DOIs	https://doi.org/10.1007/b99836
Publication status	Published - 2004

Access to Document

10.1007/b99836

Cite this

@article{891e941b29f34805a93d7a32eca8a80f,

title = "Translating customer-focused strategic issues into operational processes through CRM - A public sector approach",

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. {\textcopyright} Springer-Verlag Berlin Heidelberg 2004.",

author = "Luciano Batista and Peter Kawalek",

year = "2004",

doi = "10.1007/b99836",

language = "English",

volume = "3183",

pages = "128--133",

journal = "Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)",

issn = "0302-9743",

publisher = "Springer Nature",

}

Translating customer-focused strategic issues into operational processes through CRM - A public sector approach. / Batista, Luciano; Kawalek, Peter.
In: Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics), Vol. 3183, 2004, p. 128-133.

Research output: Contribution to journal › Article › peer-review

TY - JOUR

T1 - Translating customer-focused strategic issues into operational processes through CRM - A public sector approach

AU - Batista, Luciano

AU - Kawalek, Peter

PY - 2004

Y1 - 2004

N2 - 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. © Springer-Verlag Berlin Heidelberg 2004.

AB - 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. © Springer-Verlag Berlin Heidelberg 2004.

U2 - 10.1007/b99836

DO - 10.1007/b99836

M3 - Article

SN - 0302-9743

VL - 3183

SP - 128

EP - 133

JO - Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)

JF - Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)

ER -

Translating customer-focused strategic issues into operational processes through CRM - A public sector approach

Abstract

Access to Document

Fingerprint

Cite this