Public Sector CRM

The public sector has embraced the principles of CRM to address the major operational challenges of delivering better public services with increased efficiencies. CRM approaches pioneered in the private sector have been adapted within the public sector context but there are some critical considerations for the programme which will underpin successful implementation…

CRM success comes in the form of better service and increased efficiency. Through the adoption of a strategic and structured approach to CRM, public sector organizations can attain high customer satisfaction and operational efficiencies.

• Customers can be confident of consistent, high quality services accessed through a channel which suits them
• Departments have the information and facilities at their fingertips to support them in managing and resolving customer needs

Successful CRM is much more than just a one off project activity; it is a way of thinking and operating that evolves over time as customer needs and organizational capabilities change.

This paper looks at what CRM means for the Public Sector and considers the delivery of the vision: key milestones on the CRM journey.

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This article is part of HCL AXON's CRM Process. To view other articles in this process please visit the Customer Relationship Management page.