Citizen Relationship Management

Author : Alexander Schellong
Publisher : Peter Lang
Page : 268 pages
File Size : 51,5 Mb
Release : 2008
Category : Customer relations
ISBN : 363157844X

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Citizen Relationship Management by Alexander Schellong Pdf

This study explores Customer Relationship Management (CRM) in government. Based on an interdisciplinary literature review and multiple-case study design, a model of Citizen Relationship Management (CiRM) is developed and discussed. The case studies explore the perceptions of CRM/CiRM by administrators, elected officials and consultants as well as its implementation and impact on the municipal level and in a multijurisdictional environment in the United States. Although the explorative part of the study focuses broadly on a theoretical conceptualization of CiRM, the immediate empirical referent of research are the 311 initiatives in the City of Baltimore, the City of Chicago, the City of New York and Miami-Dade County. Thus, the results help administrators and researchers to convey the idea and challenges of 311 well. The study shows that CRM is to a certain extent only partly able to make novel contributions to currently active reform movements in government. In addition, the study's findings support the idea that CiRM provides the means to a different kind of public participation.

Author : Konrad Walser
Publisher : Unknown
Page : 26 pages
File Size : 54,6 Mb
Release : 2000
Category : Electronic
ISBN : 3906438023

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Customer Relationship Management versus Citizen Relationship Management im eGovernment? by Konrad Walser Pdf

Author : Manuel Pedro Rodríguez Bolívar,Laura Alcaide Muñoz
Publisher : Springer
Page : 218 pages
File Size : 52,9 Mb
Release : 2018-08-01
Category : Political Science
ISBN : 9783319894744

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E-Participation in Smart Cities: Technologies and Models of Governance for Citizen Engagement by Manuel Pedro Rodríguez Bolívar,Laura Alcaide Muñoz Pdf

This book analyzes e-participation in smart cities. In recent decades, information and communication technologies (ICT) have played a key role in the democratic political and governance process by allowing easier interaction between governments and citizens, and the increased ability of citizens to participate in the production chain of public services. E-participation plays and important role in the development of smart cities and smart communities , but it has not yet been extensively studied. This book fills that gap by combining empirical and theoretical research to analyze actual practices of citizen involvement in smart cities and build a solid framework for successful e-participation in smart cities. The book is divided into three parts. Part I discusses smart technologies and their role in improving e-participation in smart cities. Part II deals with models of e-participation in smart cities and the organization issues affecting the implementation of e-participation; these chapters analyze the efficiency of governance models in relation to the establishment of smart cities. Part III proposes incentives to motivate increased participation by governments and cititzenry within the smart cities context. Written by an international panel of experts and practitioners, this book will be a convenient source of information on e-participation in smart cities and will be valuable to academics, researchers, policy-makers, public managers, citizens, international organizations and anyone who has a stake in enhancing citizen engagement in smart cities.

Author : Francis Buttle,Stan Maklan
Publisher : Routledge
Page : 427 pages
File Size : 50,9 Mb
Release : 2015-02-11
Category : Business & Economics
ISBN : 9781317654766

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Customer Relationship Management by Francis Buttle,Stan Maklan Pdf

Customer Relationship Management Third Edition is a much-anticipated update of a bestselling textbook, including substantial revisions to bring its coverage up to date with the very latest in CRM practice. The book introduces the concept of CRM, explains its benefits, how and why it can be used, the technologies that are deployed, and how to implement it, providing you with a guide to every aspect of CRM in your business or your studies. Both theoretically sound and managerially relevant, the book draws on academic and independent research from a wide range of disciplines including IS, HR, project management, finance, strategy and more. Buttle and Maklan, clearly and without jargon, explain how CRM can be used throughout the customer life cycle stages of customer acquisition, retention and development. The book is illustrated liberally with screenshots from CRM software applications and case illustrations of CRM in practice. NEW TO THIS EDITION: Updated instructor support materials online Full colour interior Brand new international case illustrations from many industry settings Substantial revisions throughout, including new content on: Social media and social CRM Big data and unstructured data Recent advances in analytical CRM including next best action solutions Marketing, sales and service automation Customer self-service technologies Making the business case and realising the benefits of investment in CRM Ideal as a core textbook by students on CRM or related courses such as relationship marketing, database marketing or key account management, the book is also essential to industry professionals, managers involved in CRM programs and those pursuing professional qualifications or accreditation in marketing, sales or service management.

Author : Silva, Carlos Nunes
Publisher : IGI Global
Page : 392 pages
File Size : 46,6 Mb
Release : 2013-06-30
Category : Political Science
ISBN : 9781466641709

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Citizen E-Participation in Urban Governance: Crowdsourcing and Collaborative Creativity by Silva, Carlos Nunes Pdf

The relationship between citizens and city governments is gradually transforming due to the utilization of advanced information and communication technologies in order to inform, consult, and engage citizens. Citizen E-Participation in Urban Governance: Crowdsourcing and Collaborative Creativity explores the nature of the new challenges confronting citizens and local governments in the field of urban governance. This comprehensive reference source explores the role that Web 2.0 technologies play in promoting citizen participation and empowerment in the city government and is intended for scholars, researchers, students, and practitioners in the field of urban studies, urban planning, political science, public administration, and more.

Author : Francis Buttle
Publisher : Routledge
Page : 495 pages
File Size : 43,7 Mb
Release : 2009
Category : Business & Economics
ISBN : 9781856175227

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Customer Relationship Management by Francis Buttle Pdf

This title presents an holistic view of CRM, arguing that its essence concerns basic business strategy - developing and maintaining long-term, mutually beneficial relationships with strategically significant customers - rather than the operational tools which achieve these aims.

Author : Alois A. Paulin,Leonidas G. Anthopoulos,Christopher G. Reddick
Publisher : Springer
Page : 375 pages
File Size : 42,9 Mb
Release : 2017-04-22
Category : Political Science
ISBN : 9783319541426

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Beyond Bureaucracy by Alois A. Paulin,Leonidas G. Anthopoulos,Christopher G. Reddick Pdf

This book examines the role of bureaucracy in modern technologically advanced societies, the traditional models of governance, and the potential of information technology to fundamentally change and improve governance. In the area of public-domain governance, information and communication technologies (ICTs) have empowered public agencies to improve their activities and to strengthen the efficiency of their operations. Technology has enabled optimized transfer of knowledge and information between government agencies, more efficient supervision and control of relationships with citizens, and higher efficiency in law enforcement through better access to information. Throughout the last decades, technology has been used to strengthen the role of state bureaucracies and the relationship between the civil service and the citizens. We have witnessed the transformative powers of ICTs in private-sector enterprises in well-structured technological landscapes, which has produced new ecosystems comprised of software developers, providers, and consumers who provide and consume new products and services in ecosystems that are based on clear technological standards and shared modular generic artefacts, which allow for distributed peer production. ICTs will shape cultural and civic discourse and create products, services and tools, relying on the open toolsets, technologies and exchange of knowledge between peers. This book will be of particular interest to government CIOs, IT/IS managers, researchers, students, and practitioners in technical sciences, public administration, business management, public policy and IS management.

Author : John Clayton Thomas
Publisher : Routledge
Page : 256 pages
File Size : 41,9 Mb
Release : 2014-12-18
Category : Business & Economics
ISBN : 9781317478584

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Citizen, Customer, Partner: Engaging the Public in Public Management by John Clayton Thomas Pdf

For almost a half a century, scholars and practitioners have debated what the connections should be between public administration and the public. Does the public serve principally as citizen-owners, those to whom administrators are responsible? Are members of the public more appropriately viewed as the customers of government? Or, in an increasingly networked world, do they serve more as the partners of public administrators in the production of public services? This book starts from the premise that the public comes to government not principally in one role but in all three roles, as citizens and customers and partners. The purpose of the book is to address the dual challenge that reality implies: (1) to help public administrators and other public officials to understand the complex nature of the public they face, and (2) to provide recommendations for how public administrators can most effectively interact with the public in the different roles. Using this comprehensive perspective, Citizen, Customer, Partner helps students, practitioners, and scholars understand when and how the public should be integrated into the practice of public administration. Most chapters in Citizen, Customer, Partner include multiple boxed cases that illustrate the chapter’s content with real-world examples. The book concludes with an extremely useful Appendix that collects and summarizes the 40 Design Principles – specific advice for public organizations on working with the public as customers, partners, and citizens.

Author : Anttiroiko, Ari-Veikko,Malkia, Matti
Publisher : IGI Global
Page : 1916 pages
File Size : 46,7 Mb
Release : 2006-07-31
Category : Political Science
ISBN : 9781591407904

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Encyclopedia of Digital Government by Anttiroiko, Ari-Veikko,Malkia, Matti Pdf

Containing more than 250 articles, this three-volume set provides a broad basis for understanding issues, theories, and applications faced by public administrations and public organizations, as they strive for more effective government through the use of emerging technologies. This publication is an essential reference tool for academic, public, and private libraries.

Author : Andrea Kő,Enrico Francesconi
Publisher : Springer
Page : 309 pages
File Size : 42,8 Mb
Release : 2017-08-11
Category : Computers
ISBN : 9783319642482

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Electronic Government and the Information Systems Perspective by Andrea Kő,Enrico Francesconi Pdf

This book constitutes the refereed proceedings of the 6th International Conference on Electronic Government and the Information Systems Perspective, EGOVIS 2017, held in Lyon, France, in August 2017. The 20 revised full papers presented were carefully reviewed and selected from 24 submissions. The papers areorganized in the following topical sections: digitalization and transparency; open data ecosystems; intelligent systems in e-government; e-government research and intelligent systems; m-government and inclusion; e-government cases - data knowledge management; and knowledge management in the context of e-government.

Author : Chhabra, Susheel,Kumar, Muneesh
Publisher : IGI Global
Page : 338 pages
File Size : 55,5 Mb
Release : 2009-02-28
Category : Computers
ISBN : 9781605662411

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Integrating E-Business Models for Government Solutions: Citizen-Centric Service Oriented Methodologies and Processes by Chhabra, Susheel,Kumar, Muneesh Pdf

"The objective of this book is to examine issues and promote research initiatives in the area of effectiveness in e-government by suggesting integrated e-business models for government solutions, through citizen-centric service oriented methodologies and processes"--Provided by publisher.

Author : Nas?r, Süphan
Publisher : IGI Global
Page : 322 pages
File Size : 51,5 Mb
Release : 2015-03-31
Category : Business & Economics
ISBN : 9781466682320

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Customer Relationship Management Strategies in the Digital Era by Nas?r, Süphan Pdf

In today’s global economy, social media and technological advances have changed the way businesses interact with their clientele. With new forms of communication and IT practices, companies seek innovative practices for maintaining their consumer loyalty. Customer Relationship Management Strategies in the Digital Era blends the literature from the fields of marketing and information technology in an effort to examine the effect that technological advances have on the interaction between companies and their customers Through chapters and case studies, this publication discusses the importance of achieving competitive advantage through implementing relationship marketing practices and becoming consumer-centric. This publication is an essential reference source for researchers, professionals, managers, and upper level students interested in understanding customer loyalty in a technology-focused society.

Author : Management Association, Information Resources
Publisher : IGI Global
Page : 2307 pages
File Size : 43,8 Mb
Release : 2015-05-31
Category : Political Science
ISBN : 9781466683594

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Public Affairs and Administration: Concepts, Methodologies, Tools, and Applications by Management Association, Information Resources Pdf

Effective administration of government and governmental organizations is a crucial part of achieving success in those organizations. To develop and implement best practices, policymakers and leaders must first understand the fundamental tenants and recent advances in public administration. Public Affairs and Administration: Concepts, Methodologies, Tools, and Applications explores the concept of governmental management, public policy, and politics at all levels of organizational governance. With chapters on topics ranging from privacy and surveillance to the impact of new media on political participation, this multi-volume reference work is an important resource for policymakers, government officials, and academicians and students of political science.

Author : Reddick, Christopher G.
Publisher : IGI Global
Page : 552 pages
File Size : 41,6 Mb
Release : 2010-04-30
Category : Computers
ISBN : 9781615209323

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Citizens and E-Government: Evaluating Policy and Management by Reddick, Christopher G. Pdf

"This book examines the role that citizens play in the development of electronic government or e-government,specifically focusing on the impact of e-government and citizens, exploring issues of policy and management in government"--Provided by publisher.

Author : Bikramjit Rishi,Subir Bandyopadhyay
Publisher : Routledge
Page : 328 pages
File Size : 50,9 Mb
Release : 2017-07-28
Category : Business & Economics
ISBN : 9781317193982

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Contemporary Issues in Social Media Marketing by Bikramjit Rishi,Subir Bandyopadhyay Pdf

In a short time span, social media has transformed communication, as well as the way consumers buy, live and utilize products and services. Understanding the perspectives of both consumers and marketers can help organizations to design, develop and implement better social media marketing strategies. However, academic research on social media marketing has not kept pace with the practical applications and this has led to a critical void in social media literature. This new text expertly bridges that void. Contemporary Issues in Social Media provides the most cutting edge findings in social media marketing, through original chapters from a range of the world’s leading specialists in the area. Topics include: • The consumer journey in a social media world • Social media and customer relationship management (CRM) • Social media marketing goals and objectives • Social media and recruitment • Microblogging strategy And many more. The book is ideal for students of social media marketing, social media marketing professionals, researchers and academicians who are interested in knowing more about social media marketing. The book will also become a reference resource for those organizations which want to use social media marketing for their brands.