CRM for Government - Winning Elections: The Ultimate Test of Customer Satisfaction

In association with
26th Sep 2005

CRM is a management practice that allocates scarce resources to where they can deliver the most customer value in order to achieve organisational benefits. It is not a revolution or a fad but an evolution of customer management skills supported by an organisational infrastructure of which technology is an important part. Its tools and tactics are gradually being exploited by more and more organisations, including Government.

A presentation with notes, by Jennifer Kirkby, Research Director - CRM, Gartner

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