Towards a Simplified Framework of CRM for Use in Public and Private Sectors

Abstract

Customer Relationship Management (CRM) is a relatively new area of interest within IS research. To date, attention has been focused primarily on CRM in for-profit organizations. However, the recent move toward e-government (whereby on-line services are provided and eventually extend between agencies and external organizations) has made CRM a significant consideration in the public sector, also This research synthesizes the small, but growing body of academic literature related to CRM in public and private sector firms to develop a simplified framework of CRM. In so doing, it develops a simple but useful diagnostic tool to guide CRM evaluation and adds a new perspective on CRM research by extending it to raise an awareness of its utility in not-for-profit organizations.