Translating Customer-Focused Strategic Issues into Operational Processes Through CRM - A Public Sector Approach.
Luciano BatistaPeter KawalekPublished in: EGOV (2004)
Keyphrases
- public sector
- e government
- customer relationship management
- private sector
- inter organizational
- information sharing
- information and communication technologies
- operational decisions
- electronic government
- decision making
- marketing strategies
- public administration
- policy making
- environmental factors
- digital government
- current practices
- knowledge management
- customer retention
- competitive environment
- cross disciplinary
- electronic commerce
- customer segmentation
- public participation
- customer service
- case study
- organizational structure
- customer behavior
- social capital
- business process change
- governmental organizations
- government agencies
- job satisfaction
- recent advances
- data mining
- competitive advantage
- customer satisfaction