浅议CRM理念在公共部门再造中的应用

A Discussion of the Application of CRM Ideas to Reshape the Public Sectors

随着社会逐步进步、经济日益发展、公民素质和维权意识的不断提高,公民对公共部门的服务要求越来越高,政府公共部门也越来越清楚地意识到改革的必要性和迫切性,公共部门的再造势在必行,本文从CRM(客户关系管理)这一现代管理理念入手,对公共部门的再造提出一些看法。

With the social and economic development and the improvement of citizens' quality and the consciousness of maintaining rights, citizens call for better and better service. The public sectors have a clear idea of the necessity and urgency of this reform. And it is absolutely necessary to reshape them. This paper proposes some views on how to reshape the public sectors from the perspectives of the new management idea, i.e., CRM (customers' relations management).