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From customer relationship management, to interaction platform between state and citizens

Author

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  • Bija Suzana Monica

Abstract

Customer relationship management is focused more on the "Service" than on the "sell", but both CzRM relationship management (citizens) and CRM (customer relationship management), are based on the premise that best results are obtained only if there is a relationship identification, differentiation, interaction and personalization. Customizing is actually the most important element in the process of service delivery. The main purpose of the citizens relationship management is to provide high quality services to citizens, involving lower taxes for contributors, using efficiently the resources the government has at its disposal. CzRM involves quick, consistent and free access to government services and information through communication channels. Besides the tendency of acting with maximum efficiency and customization, there is also a movement directed to request and use information and ideas from citizens, in order to supply public services. These efforts of CRM to improve two-way communication process are called Citizens Interaction Platform (CIP).

Suggested Citation

  • Bija Suzana Monica, 2015. "From customer relationship management, to interaction platform between state and citizens," Impact of Socio-economic and Technological Transformations at National, European and International Level (ISETT), Institute for World Economy, Romanian Academy, vol. 7.
    • Handle: RePEc:iem:imptrs:v:7:y:2015:id:2822000009381007
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    More about this item

    Keywords

    customer relationship management; citizens; state; value; governmental services; Citizen Interaction Platform;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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