Potentialities of customer relationship management in the building of government reputation
نویسنده
چکیده
This paper aims to configure out the potentialities of CRM in the building of government reputation by raising key aspects of Corporate Reputation theory that can be strengthened by similar CRM strategic orientations and supported by the deployment of CRM solutions. Initially we address aspects of public cynicism towards government. In the sequence, we describe the main characteristics of CRM systems and point out some functionalities that may act as enablers of positive corporate reputation. We conclude providing examples of CRM applicability for enhancing government reputation.
منابع مشابه
Relationship between Corporate Reputation and Customer Loyalty on Nigerian Food and Beverages Industry: PLS Approach
This study used the partial least squares (PLS) approach to examine the effect of corporate reputation on the customer loyalty of the Food and Beverages Industry in Nigeria. The data for this study were collected from the customers in Kano State Nigeria. Out of 250 distributed questionnaires, 212 usable questionnaires were returned. Before examining the effect of corporate reputation on the cus...
متن کاملImproving Performance of Customer Relationship Management through Applying Knowledge Management
Customer Relationship Management (CRM) and Knowledge Management (KM) have become especial and strategic keys in the current competitive environment for all companies. The critical role of KM as the main determinant of the success of CRM has been the focal point of the previous researches; the present paper aimed at studying the impact of different KM factors- such as Customer Knowledge (CK), S...
متن کاملMeasuring and Predicting Customer Lifetime Value in Customer Loyalty Analysis: A Knowledge Management Perspective (A Case Study on an e-Retailer)
Modern business organizations have appreciated the significance of having competitive advantage through the delivery of continuous improvement towards the customers, and being knowledge-oriented. Indisputably, Knowledge Management (KM) plays a key role in the success of Customer Relationship Management (CRM). In this regard, Customer Knowledge Management (CKM) is a newly developed concept that ...
متن کاملPhenomenography of Citizen Relationship Management
Citizen relationship management in public administration is rooted in customer relationship management concept in the private sector. This new concept in the public sector can increase citizen participation and involvement in decision-making procedures, can be the voice of citizens, and can enhance their feeling of belongingness to the government. Using the phenomenography strategy, the researc...
متن کاملReputation Risk Management in the Framework of Enterprise Risk Management: Evidences from an Active Financial Institution in the Capital Market of Iran
Reputation risk as one of the most important risks in any competitive industry and market should be considered before all the risks of the enterprise which also affects other risks. This research aims to review and manage reputation risk in the framework of enterprise risk management. Considering the importance of the subject and lack of available studies in this field, the innovation of presen...
متن کامل