Customer relationship management systems - Reasons why many municipalities do not have them

Abstract

CRM systems mark a new paradigm with regard to the customization and qualification of services delivery and to the relationships between local government and citizens. CRM are strategic tools that enable to optimize the relationship between municipalities and residents, as well as the optimization of most organizational processes. Despite the acknowledged importance of such tools, it appears in practice that most Portuguese municipalities has not yet to implemented CRM systems. Trying to identify the main reasons for this fact, the authors undertook a study based on a questionnaire, and the main findings are presented and discussed in this paper. © 2010 Springer-Verlag.