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CRM in E-Government: Issues and Challenges

CRM in E-Government: Issues and Challenges

Kalpana Chauhan, K. B.C. Saxena
Copyright: © 2009 |Pages: 11
ISBN13: 9781605662404|ISBN10: 1605662402|ISBN13 Softcover: 9781616926168|EISBN13: 9781605662411
DOI: 10.4018/978-1-60566-240-4.ch007
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MLA

Chauhan, Kalpana, and K. B.C. Saxena. "CRM in E-Government: Issues and Challenges." Integrating E-Business Models for Government Solutions: Citizen-Centric Service Oriented Methodologies and Processes, edited by Susheel Chhabra and Muneesh Kumar, IGI Global, 2009, pp. 109-119. https://doi.org/10.4018/978-1-60566-240-4.ch007

APA

Chauhan, K. & Saxena, K. B. (2009). CRM in E-Government: Issues and Challenges. In S. Chhabra & M. Kumar (Eds.), Integrating E-Business Models for Government Solutions: Citizen-Centric Service Oriented Methodologies and Processes (pp. 109-119). IGI Global. https://doi.org/10.4018/978-1-60566-240-4.ch007

Chicago

Chauhan, Kalpana, and K. B.C. Saxena. "CRM in E-Government: Issues and Challenges." In Integrating E-Business Models for Government Solutions: Citizen-Centric Service Oriented Methodologies and Processes, edited by Susheel Chhabra and Muneesh Kumar, 109-119. Hershey, PA: IGI Global, 2009. https://doi.org/10.4018/978-1-60566-240-4.ch007

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Abstract

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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