Study on E-government Development Strategies in China Based on CRM

摘要：

The research analyzes the feasibility of introducing CRM into e-government,and finds out some problems in the construction of e-government based on the principles of CRM.The first problem is customer needs are unsatisfied; the second is demands and supplies are mismatching; the third is user subdivision is not enough; the fourth is channels are limited; the fifth is customer cultivation is insufficient.According to the stage model of e-government,the research deems CRM as a progressing process in conjunction with e-government development 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.

关键词： CRM E-government Customer-centric

作者: Huang Jing Yang Fan

作者单位: Information Management School,Wuhan University,Wuhan,P.R.China,430072

会议类型: 国际会议

会议名称: 第三届产品创新管理国际会议(The 3rd International Conference on Product Innovation Management)

会议地点: 武汉

会议语种:英文

在线出版日期: 2008-10-26（万方平台首次上网日期，不代表论文的发表时间）