| Sun | Mon | Tue | Wed | Thu | Fri | Sat |
|---|---|---|---|---|---|---|
| 1 | 2 | |||||
| 3 | 4 |
5 |
6 |
7 | 8 |
9 |
| 10 | 11 | 12 | 13 | 14 | 15 | 16 |
| 17 | 18 | 19 |
20 | 21 | 22 | 23 |
24 |
25 |
26 |
27 | 28 |
29 |
Editor Login
Convener in chief:
David Lazer
(Methodology, Networked Governance)
Editors:
Stanley Wasserman
(Current Trends, Methodology, Social Networks)
Allan Friedman
(Simulations)
Nathan Eagle
(Technology, Social Computing, Powerlaws, Current Trends)
Ben Waber
(Technology, Social Computing) Thomas Langenberg
(Technology, Social Computing, Social Networks, Current Trends)
Ines Mergel
(Knowledge Sharing, Social Computing, Social Software, Current Trends)
Brian Rubineau
(Social Dynamics, Societal Networks, Simulations)
Maria Binz-Scharf
(Qualitative Methodology, Knowledge Sharing, eGovernment)
Jeff Boase
(Technology, Societal networks)
Alexander Schellong
(Admin, eGovernment, Citizen Relationship Management)
Categories
Business
Citizen Relationship Management
Commentary
Complexity
Current Trends
Events/Announcements
Innovation
Internet
Knowledge Sharing
Methodology
Networked Governance
Networks in political science
PNG Working Paper Series
Powerlaws
Reviews
SN in the news
Simulations
Small Worlds
Small group networks
Social Capital
Social Computing
Social Finance
Social Networking Platforms
Social Psychology
Social Software
Societal Networks
Technology
eGovernment
Archives
- February 2008
- January 2008
- December 2007
- November 2007
- October 2007
- September 2007
- August 2007
- July 2007
- June 2007
- May 2007
- April 2007
- March 2007
- February 2007
- January 2007
- December 2006
- November 2006
- October 2006
- September 2006
- August 2006
- July 2006
- June 2006
- May 2006
- April 2006
- March 2006
- February 2006
- January 2006
- December 2005
- November 2005
Recent Entries
- Interview: Thorsten Jacobi on the current state and trends in social software
- Online Social Network User Fatigue?
- Second Call for Papers / Funding for doctoral student training for Harvard conference on networks
- Obama, techology, and social networks
- Tapping on the wisdom of the crowd: Social network analysis software tools on Wikipedia
Recent Comments
Notification
« Science article: Finding Criminals Through DNA of Their Relatives | Main | NSA phone log analysis »
18 May 2006
Citizen Relationship Management: the rocky road from transactions to empowernment
by Stephen F. King
The UK government has moved on from "electronic government" to "transformational government" (Cabinet Office, November 2005). "Customer-centric" public services and Customer Relationship Management (CRM) are seen as key elements of the new agenda. However, CRM originated in the private sector as a technology to support customer acquisition, retention and extension (cross-selling). The appropriateness of this technology to organisations striving to meet complex goals such as improving the quality of life for vulnerable people is open to question. Results of recent UK electronic government CRM programmes show that the focus for many local authorities has so far been systems integration, CRM-enabling call centres and the provision of routine transactions online. More advanced authorities are planning to use CRM to help them understand their citizens better. But more can be done. To this end, an alternative model of CRM progress is proposed which moves beyond transactions and customer insight and encourages citizens to co-produce the public services they consume.
An outline of this paper can be found here. The presentation is availabe on the Program on Networked Government Website. Stephen is looking forward to your comments.
Stephen F. King is a Senior Lecturer in Information Management at Leeds University Business School. He holds PhD in Information Systems from University of Warwick, an MPhil in Artificial Intelligence from University of Bradford and a BTech(Hons) in Computing from University of Bradford. He is a member of the British Computer Society and member of the UK Academy for Information Systems. Stephen King's research addresses five areas:
electronic government, electronic business, customer relationship management (CRM), enterprise resource planning (ERP) systems and electronic marketplaces.
Posted by Alexander Schellong at May 18, 2006 9:34 AM
-
.
- Business (2) .
- Citizen Relationship Management (13) .
- Commentary (5) .
- Complexity (2) .
- Current Trends (40) .
- eGovernment (15) .
- Events/Announcements (51) .
- Innovation (12) .
- Internet (14) .
- Knowledge Sharing (16) .
- Methodology (28) .
- Networked Governance (14) .
- Networks in political science (1) .
- PNG Working Paper Series (6) .
- Powerlaws (4) .
- Reviews (2) .
- Simulations (1) .
- Small group networks (3) .
- Small Worlds (2) .
- SN in the news (56) .
- Social Capital (2) .
- Social Computing (9) .
- Social Finance (1) .
- Social Networking Platforms (8) .
- Social Psychology (2) .
- Social Software (22) .
- Societal Networks (33) .
- Technology (27)