基于客户关系管理的基层社区治理研究

Grassroots community governance research based on customer relationship management

随着我国城镇化的推进,城市社区的数量和范围不断扩大,居民对美好生活的需求也呈现出多元化的趋势,给基层社区治理工作带来了新的困境。文章将企业的客户关系管理(CRM)融入基层社区治理中,将居民视为顾客,以居民需求为导向,推进基层工作流程再造,鼓励居民监督反馈,与居民之间建立良性有效的沟通平台,实现多元协同治理,最终向居民提供精准化、智能化的服务,改善民生,促进智慧社区的建设。

With the advancement of urbanization in China,the number and scope of urban communities continue to expand,and residents' demand for a better life has also shown a diversified trend,which has brought new difficulties to grass-roots community govern-ance.This paper integrates the customer relationship management(CRM)of enterprises into the governance of grass-roots communities,treats residents as customers,takes the needs of residents as the guide,promotes the reengineering of grass-roots work processes,encoura-ges residents to supervise feedback,establishes a benign and effective communication platform with residents,realizes diversified collabora-tive governance,and ultimately provides residents with accurate and intelligent services,improves people's livelihood,and promotes the con-struction of smart communities.