Please use this identifier to cite or link to this item:
A Case Study of Public Sectors Customer Relationship Management System
The Customer Relationship anagement
The rising of the internet and the globalizing trend for public management brought the reform of a government that was transformed from what was known as the primary “dominion” to a “prioritizing the people, customer-oriented” service model. The Customer Relationship Management (CRM) is not only a sustainable operation with its values-positioned and strategy, but also a practice (e-CRM) of Information Technology (IT). Its fundamental beliefs match the requirements of the government. The government performance should be upgraded to better fulfill the needs of its customers and raise the service quality to a condition that all levels of government may follow the enterprise and make use of its successful ways and tools to improve the government’s function. The Presidential Office is the main power of the country and signifies political meaning. Since 1980s, after it passed the lift of martial law, two political party changes, and pushed for an emerging e-government system, the role of the government has gradually transformed from being purely “management" to provide “customer- oriented service.” It is necessary to adjust its function and structure of the organization accordingly. This study is divided into five parts as follows: first, to research documents in regard to the relevant theory of the CRM; secondly, to research and plan with interviews; third, to analyze and introduce the foreign governments as a case study of the CRM; fourth, to prove the empirical study and take the Presidential Office as an individual case; lastly, to make a conclusion of this study. In closing , there is a finding in this study ; however , the private sectors and local government adopted the CRM system that is not suitable for the Presidential Office. The CRM system in the Presidential Office will focus on a “coordination model” and an “analysis model” which will raise the anticipated benefits and six successful factors of the CRM system. It is our hope that this system will provide guidance and references to individual organizations in the future.
|Appears in Collections:||學位論文|
Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.