CRM in E-Government: Issues and Challenges

CRM in E-Government: Issues and Challenges

Kalpana Chauhan (University of Delhi, India) and K. B.C. Saxena (Management Development Institute Gurgaon, India)
DOI: 10.4018/978-1-60566-240-4.ch007
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Customer Relationship Management (CRM), primarily a concept of the private sector for its multi-benefit approach, is catching up fast in public sector, with constituents worldwide demanding better and more customized services built around their needs and to be treated as customers. This has compelled public sector to act like the private in certain ways and to embrace CRM to ensure better planning and resource allocation leading towards constituents’ satisfaction and better quality of life. This chapter identifies the critical aspect of relationship management and provides a conceptual framework for CRM in e-government.
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Crm And E-Government

Customer Relationship Management is defined as the strategies, processes, people and technologies used by companies to successfully attract and retain customers for maximum corporate growth and profit (ATA). It is about identifying, establishing, maintaining and enhancing relationships with the customers so that the objectives of both parties are met (Rashid 2003). The notion of forging intimate connections with consumers to understand the needs, references and potential of distinct market segments has also been a crucial driving force behind organizations’ mounting emphasis on customer relationship management (CRM). Corporations look upon CRM as the means to identify profitable patrons, convert prospective clients and establish lasting strategic partnerships with beneficial business partners (Dyche 2001, Rust et al 2004, Zeithaml et al 2001). For the firm it is said that customer retention can enhance profitability through benefits of lowered sales costs and increased revenue (Evans & Laskin, 1994). In-fact CRM has been identified as a critical carrier of revenue growth.

There is considerable interest in how customer relationships can be managed more effectively since they are now regarded as one of the firm’s primary assets (Gupta, Lehman, & Stuart, 2004; Hunt, 1997; Kutner & Cripps, 1997; Srivastava, Shervani, & Fahey, 1998). However, there is no generally agreed approach to CRM; different scholars have recommended different approaches to CRM. For example, according to Payne and Frow (2005), CRM unites the potential of new technologies and new marketing thinking to deliver profitable long-term relationships. Hamilton (2001) defines CRM as the process of storing and analyzing the vast amounts of data produced by sales calls, customer-service centers and actual purchases, supposedly yielding greater insight into customer behavior. The essence of customer relationship management is to understand the customer needs and leveraging that knowledge to improve company’s long term profitability by customizing its offering on one-to-one basis. According to Swift (2001), CRM is an enterprise approach to understanding and influencing customer behavior through meaningful communications, in order to improve customer acquisition, retention, loyalty, and customer profitability. Therefore, from all these definitions, it is evident that the objective of CRM is to acquire and retain the customers by leveraging customer knowledge to offer better services and through influencing their behavior in meaningful manner.

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Editorial Advisory Board
Table of Contents
J. Satyanarayana
Susheel Chhabra, Muneesh Kumar
Susheel Chhabra, Muneesh Kumar
Chapter 1
Hai Thi Thanh Nguyen, Toshio Obi
The incorporation of e-business models into e-government applications is an additional approach in building the citizen-centric strategy. The value... Sample PDF
Government Transformation: The First Step to Integrate E-Business into E-Government
Chapter 2
Vasiliki Moumtzi, Marios Chatzidimitriou, Adamantios Koumpis
Work reported in this chapter relates with work carried out in the context of the European IST Project SemanticGov ( The... Sample PDF
Collaborative E-Gov Networks: The Case of the Semantic-Gov Project
Chapter 3
S. Siddharth, Rajat K. Baisya, Gupta
This case study examines the growth of e-governance in financial treasuries in India and examines the growth of computerization among treasuries... Sample PDF
Treasury Computerization in India: A Case Study
Chapter 4
Petter Gottschalk, Hans Solli-Sæther
Improved interoperability between public organizations as well as between public and private organizations is of critical importance to make... Sample PDF
Interoperability in E-Government: Stages of Growth
Chapter 5
Tagelsir Mohamed Gasmelseid
The adoption of e-government projects is growing both in scale and context across the world. While the implementation of such projects is increasing... Sample PDF
Towards an Organizationally Enabled E-Government Enterprise Architecture
Chapter 6
Tuyen Thanh Nguyen, Donald Elkin Schauder
This chapter explores preconditions for the successful development of e-government in Vietnam, particularly the readiness of the population to... Sample PDF
Understanding Citizens' E-Readiness as a Precondition to Building a Responsive E-Government: A Case Study of Vietnam1
Chapter 7
Kalpana Chauhan, K. B.C. Saxena
Customer Relationship Management (CRM), primarily a concept of the private sector for its multi-benefit approach, is catching up fast in public... Sample PDF
CRM in E-Government: Issues and Challenges
Chapter 8
Susana Berenice Vidrio Barón
Human Computer Interaction is a relatively new field. It has borrowed theories, techniques, and tools from such diverse disciplines such as computer... Sample PDF
Human-Computer Interaction: National Culture and Electronic Government Website Usability
Chapter 9
Shefali Nandan
Successful implementation of e-government programs, policies, and effective service delivery to citizens is faced with many obstacles related to... Sample PDF
E-Government: Good Deliverance through Effective Performance Management
Chapter 10
Jeffrey Roy
The emergence of the Internet has given rise to internal connectivity and external, online delivery as centrepieces of both the public and private... Sample PDF
The Governance of Integrated Service Delivery in Canada: An Examination of Service Canada's New Business Model
Chapter 11
Sangeeta Sharma
The changing economic scenario is redefining the socio-cultural dynamics. The notional domains of conventional concepts are changing and therefore... Sample PDF
Breaking Mind Inertia for Humane Business through E-Governance
Chapter 12
Peter Demediuk, Rolf Solli
Modern society will only reach its potential when citizens individually and collectively are able to use their knowledge and capabilities to shape... Sample PDF
E-Participation in Local Government Decision Making: Swedish and Australian Case Studies
Chapter 13
Pauline Ratnasingam
E-government has gained a lot of attention and public interests of government, technology providers, and researchers. Despite the growing awareness... Sample PDF
The Role of Knowledge Management Security Requirements for E-Government
Chapter 14
Sanjay Nayyar, Vinayshil Gautam, M. P. Gupta
The railroads sector in the developing countries like the other services sectors (i.e. electricity, post, and telegraphs, health, and transport) are... Sample PDF
A Study of Information Systems in Indian Railways with Specific Reference to Konkan Railway Application Package
Chapter 15
Daniel Serrano, Antonio Maña, Gimena Pujol, David Donnan, Joseph Latanicki
University of Málaga, Spain; University of Málaga, Spain; University of Málaga, Spain; Thales Services – Theresis, France; Thales Services –... Sample PDF
Security Aware Development of E-Government Systems
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