From customer relationship management, to interaction platform between state and citizens

Bija Suzana Monica

Impact of Socio-economic and Technological Transformations at National, European and International Level (ISETT), 2015, vol. 7

Abstract: Customer relationship management is focused more on the "Service" than on the "sell", but both CzRM relationship management (citizens) and CRM (customer relationship management), are based on the premise that best results are obtained only if there is a relationship identification, differentiation, interaction and personalization. Customizing is actually the most important element in the process of service delivery. The main purpose of the citizens relationship management is to provide high quality services to citizens, involving lower taxes for contributors, using efficiently the resources the government has at its disposal. CzRM involves quick, consistent and free access to government services and information through communication channels. Besides the tendency of acting with maximum efficiency and customization, there is also a movement directed to request and use information and ideas from citizens, in order to supply public services. These efforts of CRM to improve two-way communication process are called Citizens Interaction Platform (CIP).

Keywords: customer relationship management; citizens; state; value; governmental services; Citizen Interaction Platform (search for similar items in EconPapers)
JEL-codes: M31 (search for similar items in EconPapers)
Date: 2015
References: Add references at CitEc
Citations:

Downloads: (external link)
http://nos.iem.ro/bitstream/handle/123456789/234/B ... quence=1&isAllowed=y (text/html)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:iem:imptrs:v:7:y:2015:id:2822000009381007

Access Statistics for this article

Impact of Socio-economic and Technological Transformations at National, European and International Level (ISETT) is currently edited by Simona Moagar Poladian, PhD

More articles in Impact of Socio-economic and Technological Transformations at National, European and International Level (ISETT) from Institute for World Economy, Romanian Academy Contact information at EDIRC.
Bibliographic data for series maintained by Ionela Baltatescu ( this e-mail address is bad, please contact ).