Abstract
Overview
Introduction
As governments look for ways to provide more personalized public services,
they are increasingly looking to Constituent Relationship Management (CRM) to
align service delivery with constituent needs.
Scope
- Analysis of market drivers and inhibitors for CRM in government
- Overview of the of the impact on the customer and uses of CRM in government
- Categorization the competitive landscape of CRM vendors
- Recommendations for vendors and governments evaluating CRM solutions
Highlights
In today' s commercially-oriented world, it has become a trend among public
agencies to treat constituents as customers who expect top levels of service.
As a result, governments have begun to implement Constituent Relationship
Management (CRM) solutions in an effort to make public services more personal
and proactive.
With constituents demanding new and better services from government, CRM has
become widely accepted in the public sector, and is used in a number of ways
to improve a variety of business process.
A key aspect to remember is that in the end, CRM is a strategy first and a
technology second; no matter how much an agency rolls out the technology,
without a citizen-centric approach, it is unlikely to reap any benefit from
implementing a CRM solution.
Reasons to Purchase
- Understand the market forces affecting the adoption of CRM in government
- Gain insight into what features and functionality governments look for in
a CRM solution
- View market size and growth for CRM over the next 5 years
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