Gartner Research

Local Government CRM: A Strategy Primer

Published: 14 February 2011

ID: G00210048

Analyst(s): Massimiliano Claps

Summary

Customer relationship management is a transformational program for local governments that aims to improve services for citizens. This research will provide government CIOs and citizen service executives with a checklist of strategic choices to be made to a CRM program.

Table Of Contents
  • Overview
  • Constituency
  • Goals and Metrics
  • Services
  • Governance
  • Channels
  • Processes
  • Technology
  • People
  • Sourcing
  • Risks
  • Bottom Line

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