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分析电子政务背景下实施客户关系管理(CRM)的可行性,并基于CRM的核心理念审视当前电子政务建设中存在的主要问题,包括用户需求未得到满足、信息与服务的供需不匹配、用户细分不足、信息与服务传递渠道有限、用户培育不足等。根据电子政务发展的阶段性特征,研究认为CRM的实施应与当前电子政务发展阶段相匹配,现阶段重点在于提高信息与服务的可获取性,基于此,提出若干具有针对性的建议。
This paper analyzes the feasibility of implementing CRM in the context of e-government, and examines the major problems in e-government construction based on the core concept of CRM, including the unmet demand of users, the mismatch between supply and demand of information and services, Lack of points, limited channels of information and service delivery, lack of user training, etc. According to the phased characteristics of the development of e-government, the research suggests that the implementation of CRM should be compatible with the current stage of e-government development. At this stage, the focus is on improving the availability of information and services. Based on this, a number of pertinent suggestions are put forward.