A Proposal Framework to Investigate Citizen Relationship Management Success

Since the numbers of governments who realize the importance of becoming more citizen-centering are increasing nowadays; in addition they discover that they must deliver authentic citizen knowledge across multiple governments departments and to all citizen touch points. This results through citizen relationship management. CzRM was originally a private sector holistic business strategy, called CRM. We can define CzRM as CRM in public sector. This study aims to propose a success model for citizen relationship management implementation. The same as many new technologies, CzRM has been accompanied by vendor hype and stories of implementation failure. Work on success will encourage more appropriate implementation practice. First of all concepts of CzRM is reviewed. So different models on CSF in CRM and e-government are illustrated. Then we are going to discuss on CzRM efficiency. In next step some research that proposed factors for CRM effectiveness evaluation and effect of IT solutions on the organization’s performance are reviewed. Eventually, research model extracted from literature review about CRM success factors and CRM effect on performance is proposed. Later on, based on the model next step of this research is designed and presented. .

کلیدواژه ها:

CzRM ، CRM ، CSF ، CzRM Success