| 客户关系管理对电子政务的借鉴 |
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| 引用本文： | 周斌. 客户关系管理对电子政务的借鉴[J]. 同济大学学报(社会科学版), 2005, 16(4): 109-114,119 |
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| 作者姓名： | 周斌 |
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| 作者单位： | 同济大学,经济与管理学院,上海,200092 |
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| 摘 要： | 本文主要阐述了电子政务建设过程中如何借鉴客户关系管理(CRM)的概念和思想。分析了CRM与电子政务的适用性,电子政务中的客户关系管理水平指标,指出电子政务不能机械地套用CRM,但可以在规划、建设和运营中借用CRM概念和核心观点。最后,提出了若干体现CRM思想的电子政务建设指导原则。
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| 关 键 词： | 客户关系管理 电子政务 |
| 文章编号： | 1009-3060(2005)04-0109-06 |
| 修稿时间： | 2004-11-17 |
How Customer Relationship Management is Used for Reference in e-Government Construction |
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| ZHOU Bin. How Customer Relationship Management is Used for Reference in e-Government Construction[J]. Journal of Tongji University(Social Science Section), 2005, 16(4): 109-114,119 |
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| Authors: | ZHOU Bin |
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| Abstract: | This paper is mainly focused on the analysis of CRM's concept and philosophy in e-Government construction.This paper also discusses the applicability between CRM and e-Government, and the CRM index in e-Government maturity.The conclusion is that the CRM concept and core opinions can be used for reference by e-Government construction,such as planning,programming and popularizing. Finally, several guidelines based on CRM principles for implementing successful e-Government application are provided. |
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| Keywords: | Customer Relationship Management e-Government |
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