Critical success factors in citizen relationship management

University essay from Luleå/Business Administration and Social Sciences

Author: Mohammad Sadegh Saremi; [2009]

Keywords: Citizen Relationship Management; Customer Relationship; Management; Critical Success Factors; E-government;

Abstract: The number of governments, which realize the importance of citizen-oriented
strategies, is increasing nowadays: and they discover that they must
deliver genuine citizen knowledge across multiple governmental departments
to all citizen touch points. This leads them to Citizen Relationship
Management (CzRM). CzRM was originally a private sector holistic business
strategy, called CRM and can be defined as CRM in public sector. The same
as many new technologies, CzRM has been accompanied by vendor hype and
stories of implementation failure. This study aims to identify critical
success factors (CSFs) for Citizen Relationship Management because
exploring CSFs will encourage more appropriate implementation practice.

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