Gartner Research

CRM in Government: Best Practices Have Changed in Strategically Important Ways, and You Should Too

Published: 06 May 2015

ID: G00274671

Analyst(s): Jerry Mechling

Summary

While customer relationships remain consistently more difficult to manage in government than the private sector, the ever-growing power and penetration of digital capabilities is opening up new opportunities, as well as new threats. This research explains the trends and how CIOs should respond.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Assess Your Government's Readiness for CRM-Related Change, and Where Possible, Organize It as an Enterprisewide Business Initiative (Not Just an IT Upgrade)
  • Build or Expand the Enterprisewide "Front-Office" Function as Needed
  • Design Regulations (Where the Public Benefits If Recipients Comply) Differently Than Services (Where the Recipients Themselves Benefit)
  • Strategically Integrate New Mobile, Social and Analytic Capabilities Into the CRM Portfolio
  • Migrate CRM to the Cloud With Care, Taking Advantage of Scale and Agility, While Protecting Against Security Threats and Lock-In
  • Measure, Benchmark, and Harvest CRM to Reduce Costs and Improve Citizen Support

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