CRM在电子政务中的应用研究

随着“服务型政府”与“和谐社会”理念的提出,为民服务成为了电子政务发展的重中之重。CRM理念虽然来源于企业,但是同样适用于政府。本文阐述了CRM应用于电子政务的意义,介绍了其他国家在这方面的成功经验,在此基础上提出了CRM电子政务系统的设计方案,并指出了实施CRM电子政务系统应注意的问题。

The ideas of ＂service-oriented government＂ and ＂harmonious society＂ make it most important to serve for the people. CRAM, though originated from enterprises, is applicable to government. This paper demonstrates the meaning of CRM application in e-government and introduces some successful experiences of other countries, based on which some suggestion on CRM. system design as well as some issues that should be paid attention to are brought forward.