 Customer Relationship Management: Proposed Framework from a Government PerspectiveAli M. Al-Khouri Journal of Management and Strategy, 2012, vol. 3, issue 4, 34-54 Abstract: Customer Relationship Management (CRM) has grabbed the attention of both practice and research in the past decade, developing into an area of major significance. The focus of the CRM concept is to build a long-term and value-added relationship for both the organisation and customers. Governments ¨C although considered late followers compared to the private industry ¨C have been showing growing interest in CRM systems recently to help public and government agencies track and manage relationships with their constituents. In this article, we review existing literature to provide an understanding of the field. We also present a proposed CRM framework based on literature review and practice work. The proposed framework is envisaged to act as a practical management tool that provides a holistic overview of implementation phases, components of each phase, and associated critical success factors. Keywords: Customer relationship management; CRM framework; CRM limitations and challenges (search for similar items in EconPapers) Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:jfr:jms111:v:3:y:2012:i:4:p:34-54 Access Statistics for this article Journal of Management and Strategy is currently edited by Jenny Zhang More articles in Journal of Management and Strategy from Journal of Management and Strategy, Sciedu Press |
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