Customer relationship management (CRM) in e-government: a relational perspective

Authors:
Shan-Ling Pan;Chee-Wee Tan;Eric T. K. Lim
Affiliations:
School of Computing, National University of Singapore, Singapore;Sauder School of Business, University of British Columbia, Canada;School of Computing, National University of Singapore, Singapore
Venue:
Decision Support Systems
Year:
2006

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Abstract

The case of the National IT Literacy Program (NITLP) as part of Singapore's e-government initiative serves to illustrate the evolution of strategic customer relationship management (CRM) practices. The role of CRM has remained relatively consistent even though its practices have evolved in response to both environmental and technological changes. This study introduces the concepts of relational incentive, relational value and relational tool that position indirect communications as an important contender to direct communications for organizational relationship building. This study adopts a relational perspective with which to formulate a managerial strategy for CRM that is independent of direct organizational involvement.