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Implementation of CRM systems in Portuguese Municipalities

Duque, Jorge , Varajão, João , Filipe, Vitor , Dominguez, Caroline

ISLA — Instituto Politécnico de Gestão e Tecnologia

Local Government Studies, Volume 39, Issue 6, 10 03 2013, pp. 878–894

Customer relationship management is a business strategy which dynamically integrates a set of services with the purpose of creating value for the organisation and for their customers. In Portugal, the 2009/2010 edition of ‘Simplex for Municipalities’, the action plan carried by the Portuguese government through the Secretary's Office of State for Administrative Modernisation, makes a commitment to promote a set of initiatives in order to help citizens using the public services. This process intends to reduce costs of context which burden the economic activities, making way for the modernisation of administration. Customer relationship management assumes a central role in this context. This paper presents the main results of a survey that was carried out with Portuguese municipalities, aiming a general characterisation of the adoption of customer relationship management systems, covering several aspects, from the motivations for CRM adoption to the obtained results. The improvement of the relationship with citizens and a higher information quality are some of the most important results obtained by municipalities.

Keywords

#customer relationship management #CRM adoption #municipalities #public administration modernization #citizen services #e-Government #information quality #Portuguese municipalities #Portuguese #business #Context (archaeology) #Modernization theory #Action plan #Order (exchange) #Government (linguistics)

Bibliographic Details

Publication Type Journal article

Publication Year 2013

Journal / Conference / Work Local Government Studies

ISSN 0300-3930

Volume / Issue Vol. 39 (6)

Pagination pp. 878–894

Quartile (SCImago) Q1

Scopus Indexing Indexed source (via SCImago)

ISLA Authors & Affiliations

Implementation of CRM systems in Portuguese Municipalities

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Keywords

Bibliographic Details

ISLA Authors & Affiliations