Portal Científico

From CRM to CzRM - fundamental concepts

Duque, Jorge , Varajao, Joao , Filipe, Vitor , Duque, Jorge , Varajão, João

ISLA — Instituto Politécnico de Gestão e Tecnologia

2018, pp. 1–6 Published by: IEEE

Customer relationship management is critical for organizations. The public institutions, in particular the municipalities, are not an exception to this fact. However, these institutions have a number of peculiarities, as such their systems must be appropriate to their specific reality. In this article are presented the fundamental concepts of CRM (Customer Relationship Management) and CzRM (Citizen Relationship Management), discussing the distinctive characteristics of municipalities regarding other organizations.

Keywords

#customer relationship management #citizen relationship management #municipalities #public institutions #local government #Knowledge Management #business

Bibliographic Details

Publication Type Conference paper

Publication Year 2018

Pagination pp. 1–6

Publisher IEEE

Publication Status Published

ISLA Authors & Affiliations

From CRM to CzRM - fundamental concepts

Resume

Keywords

Bibliographic Details

ISLA Authors & Affiliations