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Customer Relationship Management: Proposed Framework from a Government Perspective

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  • Ali M. Al-Khouri

Abstract

Customer Relationship Management (CRM) has grabbed the attention of both practice and research in the past decade, developing into an area of major significance. The focus of the CRM concept is to build a long-term and value-added relationship for both the organisation and customers. Governments ¨C although considered late followers compared to the private industry ¨C have been showing growing interest in CRM systems recently to help public and government agencies track and manage relationships with their constituents. In this article, we review existing literature to provide an understanding of the field. We also present a proposed CRM framework based on literature review and practice work. The proposed framework is envisaged to act as a practical management tool that provides a holistic overview of implementation phases, components of each phase, and associated critical success factors.

Suggested Citation

  • Ali M. Al-Khouri, 2012. "Customer Relationship Management: Proposed Framework from a Government Perspective," Journal of Management and Strategy, Journal of Management and Strategy, Sciedu Press, vol. 3(4), pages 34-54, November.
    • Handle: RePEc:jfr:jms111:v:3:y:2012:i:4:p:34-54
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    References listed on IDEAS

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    1. David J. Teece & Gary Pisano & Amy Shuen, 1997. "Dynamic capabilities and strategic management," Strategic Management Journal, Wiley Blackwell, vol. 18(7), pages 509-533, August.
    2. Lloyd C. Harris, 2001. "Market Orientation and Performance: Objective and Subjective Empirical Evidence from UK Companies," Journal of Management Studies, Wiley Blackwell, vol. 38(1), pages 17-43, January.
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    2. Jeffrey A. Hoyle & Rebecca Dingus & J. Holton Wilson, 2020. "An exploration of sales forecasting: sales manager and salesperson perspectives," Journal of Marketing Analytics, Palgrave Macmillan, vol. 8(3), pages 127-136, September.
    3. Gisela Demo & Karla Coura & Fernanda Scussel & Graziela Azevedo, 2021. "How Do Brazilian Consumers Relate to Chocolate Brands? Validity and Reliability Evidence of the Chocolate Brands Relationship Scale," Sustainability, MDPI, vol. 13(10), pages 1-22, May.

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