客户关系管理对电子政务的借鉴

How Customer Relationship Management is Used for Reference in e-Government Construction

本文主要阐述了电子政务建设过程中如何借鉴客户关系管理(CRM)的概念和思想。分析了CRM与电子政务的适用性,电子政务中的客户关系管理水平指标,指出电子政务不能机械地套用CRM,但可以在规划、建设和运营中借用CRM概念和核心观点。最后,提出了若干体现CRM思想的电子政务建设指导原则。

This paper is mainly focused on the analysis of CRM＇s concept and philosophy in e-Government construction. This paper also discusses the applicability between CRM and e-Government, and the CRM index in e-Government maturity. The conclusion is that the CRM concept and core opinions can be used for reference by e-Government construction, such as planning, programming and popularizing. Finally, several guidelines based on CRM principles for implementing successful e-Government application are provided.