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Critical success factors in citizen relationship management
2009 (English)Independent thesis Advanced level (degree of Master (Two Years)), 20 credits / 30 HE creditsStudent thesis
Abstract [en]

The number of governments, which realize the importance of citizen-oriented strategies, is increasing nowadays: and they discover that they must deliver genuine citizen knowledge across multiple governmental departments to all citizen touch points. This leads them to Citizen Relationship Management (CzRM). CzRM was originally a private sector holistic business strategy, called CRM and can be defined as CRM in public sector. The same as many new technologies, CzRM has been accompanied by vendor hype and stories of implementation failure. This study aims to identify critical success factors (CSFs) for Citizen Relationship Management because exploring CSFs will encourage more appropriate implementation practice.

Place, publisher, year, edition, pages
Keyword [en]
Social Behaviour Law, Citizen Relationship Management, Customer Relationship, Management, Critical Success Factors, E-government
Keyword [sv]
Samhälls-, beteendevetenskap, juridik
URN: urn:nbn:se:ltu:diva-54811ISRN: LTU-PB-EX--09/109--SELocal ID: bbe93fc4-cf2e-47e3-9955-594a107ed358OAI: diva2:1028193
Subject / course
Student thesis, at least 30 credits
Educational program
Electronic Commerce, master's level
Validerat; 20101217 (root)Available from: 2016-10-04 Created: 2016-10-04Bibliographically approved

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