CRM: A Reflection upon Chinas E-government
The research analyzes the feasibility of introducing CRM into e-government; employs the principles of CRM to check the construction of e-government and finds out some problems. The first problem is customer needs are unsatisfied; the second is demands and supplies are mismatching; the third is customer segments is not enough; the fourth is channels are limited; the fifth is customer cultivation is insufficient. In conjunction with e-government development, the research deems CRM as a progressing process and at this phase, what CRM should emphasize is improving accessibility of services. The research also gives three implications on CRM in Chinas e- government. The first is to identify the right services; the second is to diversify the delivery channels; the third is to cultivate customers.
CRM e-government customer-centric
Ying Xiao
Postdoctor work station of State Information Center
国际会议
北京
英文
53-58
2007-08-18（万方平台首次上网日期，不代表论文的发表时间）