Citizen Relationship Management

Citizen Relationship Management

Alexander Schellong (Harvard University, USA and J.W. Goethe University, Germany)
DOI: 10.4018/978-1-59904-947-2.ch189
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Abstract

Citizen relationship management (CiRM) refers to a cluster of management practices, channel, and IT solutions that seek to use private sector customer relationship management (CRM) in the public sector. Goals can be improving citizen orientation, better accountability, and changing the citizen government relationship. I begin with an overview of citizen orientation in government and the emergence of CiRM. The following section starts with a look at the underlying principles, goals, and components of customer relationship management. Accordingly, there is an in depth discussion and definition of citizen relationship management. Aspects such as the citizen government relationship, technology, public participation, and organizational changes are addressed. Finally, future trends and conclusions are drawn.

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