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Constituent Relationship Management Systems: A Primer for Public Managers.
The author would like to thank the following individuals for their assistance with this article: JOSE GARCIA, Public Sector Vice President, Oracle Corp; CARI PEABODY, CRM-Solutions Specialist, Oracle Corp.; KENNETH MUNSON, Director, Public Sector Industry Strategy, PeopleSoft; BEVERLY GIDSON, General Manager of Siebel ePublic Sector; CHRISTINE VIERA, Manager, Industry Solutions, Siebel Public Sector.
This article focuses on Constituent Relationship Management (CRM) technology for public sector. It is based on interviews wtih leading vendors in the CRM field.
Constituent Relationship Management, (CRM, also known as Customer Relationship Management) is a class of software designed to provide governments with the ability to manage their constituent relationships consistently, effectively, and through a variety of channels. As with most technologies, CRM traces its genesis to the private sector where it was designed to both streamline interactions with the less frequent, lower-volume customers and realize even greater revenues from core customers. This technology is now being adapted to the public sector by leading ERP (Enterprise Resource Planning) and best-of-breed vendors.
The Makings of a CRM System
The first concept critical to an understanding of a CRM system is the underlying model. Basically, constituents are able to contact the government via a variety of channels, contact information is logged and analyzed and an effective response is generated. The CRM system is integrated with back-office systems so that the information recorded through the CRM system can be integrated into other business processes. For instance, an individual might contact the government with an inquiry regarding a position opening. This information could interact with human resources (HR) systems to log potential applicants, gauge effective mediums for advertising, and determine commonly asked questions. This model is illustrated in Exhibit 1.
As Exhibit 1 demonstrates, constituents can contact the government via a variety of means, or channels. This information is recorded and analyzed. This analysis is not limited to post-contact analysis, but can provide the government's agents with current information on the constituent and the constituent's prior contacts with the government as the current contact is in progress.
Features of Typical CRM Systems
- Power to the People: Implementing Constituent Relationship Management in the...
- Magazine article from: Government Finance Review Kavanagh, Shayne Targosz, Deanna December 1, 2001 700+ words
...interest in constituent relationship management (CRM), few governments...projects. Constituent Relationship Management (CRM), or Customer Relationship Management, is a class of...interest in the public sector as well. The rubric...
- ADVISORY/'Public Sector Customer Relationship Management Implementations...
- Press release article from: Business Wire April 4, 2003 700+ words
...of Light, will address the Customer Relationship Management (CRM) Association Public Sector CRM special interest group (SIG) serving...educational forum. Greenberg describes the public sector CRM market: "Federal CRM spending is...
- Public Sector Group Hudson United Bancorp.(Brief Article)
- Magazine article from: Fairfield County Business Journal November 19, 2001 700+ words
The public sector group at Hudson...providing relationship management and financial...head of the public sector group. In...responsible for relationship management and working...partnerships with public sector entities within...
- Supplier Relationship Management Delivers Value for Business, According to...
- Press release article from: Business Wire September 27, 2006 700+ words
...should you expect from Supply Relationship Management'. The research looked...increase in focus on supplier relationship management, including performance...and supplier development * Public sector CPOs show evidence of a...
- Haley and Lagan Expand Strategic Partnership Serving Public Sector Clients;...
- Press release article from: M2 Presswire May 12, 2008 700+ words
...Partnership Serving Public Sector Clients...customer relationship management solutions...government and public-sector clients worldwide...clients of the public sector, our goal...customer relationship management (CRM...
- SAP and Curam Software to Offer Powerful Social Enterprise Management Solutions...
- Press release article from: PR Newswire April 23, 2007 700+ words
...SEM solutions to public sector organizations worldwide...and SAP Customer Relationship Management (SAP CRM) applications, and allowing public sector customers to consolidate...to deliver to our public sector customers a flexible...
- Government barriers hinder CRM adoption: Government managers are eager to adopt...
- Magazine article from: Computer Dealer News Lahey, Liam December 28, 2001 700+ words
...TORONTO -- New research released by Accenture suggested that despite the willingness amongst public sector managers to adopt customer relationship management (CRM) principles, government still has a long way to go to turn the potential of the...
- Eye on the state: local and national governments are turning to CRM to satisfy...
- Magazine article from: CRM Magazine Beasty, Colin August 1, 2006 700+ words
...expectations are crossing into the public sector. Pressures on elected...improve what some within the public sector call citizen relationship management have led many cities and...cost cutting. Because the public sector is usually strapped for...
- Government and Private Sector Officials Attend Inaugural Customer Relationship...
- Press release article from: Business Wire June 4, 2004 700+ words
...event, saying "many in the public sector are referring to CRM as constituent relationship management because of its potential to...trends and techniques that shape Public Sector CRM; we are unique in that...
- ANALYSIS: Customer relationship management set to grow.
- Magazine article from: Precision Marketing November 2, 2007 700+ words
...heaviest investor in customer relationship management technologies, along with...However, healthcare, public sector and life sciences are all...their investment in customer relationship management programmes, the industry...
Source: HighBeam Research, Constituent Relationship Management Systems: A Primer for Public...