Combining IS Research Methods: Towards a Pluralist Methodology
Information Systems Research
CRM in the public sector: towards a conceptual research framework
dg.o '05 Proceedings of the 2005 national conference on Digital government research
Customer relationship management (CRM) in e-government: a relational perspective
Decision Support Systems
Web 2.0: A Strategy Guide Business thinking and strategies behind successful Web 2.0 implementations.
The state of CRM adoption by the financial services in the UK: an empirical investigation
Information and Management
Collaborative Innovation for the Management of Information Technology Resources
International Journal of Human Capital and Information Technology Professionals
Hi-index | 0.00 |
This article analyzes how CRM are affected from technological and social changes that involves the new paradigm of knowledge sharing and collaborative Web 2.0, giving rise to what is defined as CRM 2.0, and how the public administration-institutions that despite economic and social importance have been little studied in relation to the incorporation of technologies-can take advantage of these technologies. This requires provide knowledge to public administrations about the benefits they can get and which difficulties may be encountered in these projects. In this sense, from an exploratory research through the application of a Delphi to senior managers of public administrations, the authors have identified as positive effects of implementing CRM projects with Web 2.0; improved productivity, increased citizen satisfaction, and better integration of the information and as main barriers highlight the measurement of the ROI, security and organizational issues. Questions of interest are to be considered by IT professionals who have to develop these initiatives in the future.