| 000 -LEADER |
|---|
| fixed length control field |
01561pab a2200169 454500 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
|---|
| fixed length control field |
180718b2013 xxu||||| |||| 00| 0 eng d |
| 100 ## - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
Duque, Jorge et al |
| 245 ## - TITLE STATEMENT |
|---|
| Title |
Implementation of CRM system in Portuguese municipalities |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. |
|---|
| Date of publication, distribution, etc. |
2013 |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
p.878-894. |
| 362 ## - DATES OF PUBLICATION AND/OR SEQUENTIAL DESIGNATION |
|---|
| Dates of publication and/or sequential designation |
Dec |
| 520 ## - SUMMARY, ETC. |
|---|
| Summary, etc. |
Customer relationship management is a business strategy which dynamically integrates a set of services with the purpose of creating value for the organisation and for their customers. In Portugal, the 2009/2010 edition of 'Simplex for Municipalities', the action plan carried by the Portuguese government through the Secretary's Office of State for Administrative Modernisation, makes a commitment to promote a set of initiatives in order to help citizens using the public services. This process intends to reduce costs of context which burden the economic activities, making way for the modernisation of administration. Customer relationship management assumes a central role in this context. This paper presents the main results of a survey that was carried out with Portuguese municipalities, aiming a general characterisation of the adoption of customer relationship management systems, covering several aspects, from the motivations for CRM adoption to the obtained results. The improvement of the relationship with citizens and a higher information quality are some of the most important results obtained by municipalities. - Reproduced. |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Local government |
| 773 ## - HOST ITEM ENTRY |
|---|
| Main entry heading |
Local Government Studies |
| 908 ## - PUT COMMAND PARAMETER (RLIN) |
|---|
| Put command parameter |
N |
| 909 ## - |
|---|
| -- |
103430 |
