Citizen Relationship Management Critical Success Factors: an empirical study of Municipality of Tehran
by Abbas Keramati; Mohammad Sadegh Saremi; Masoud Afshari-Mofrad
International Journal of Electronic Governance (IJEG), Vol. 4, No. 4, 2011

Abstract: Nowadays, governments realise that they must deliver services to citizens efficiently and effectively in a customised way to citizens' needs. These changes lead governments to Citizen Relationship Management (CzRM). The same as many new technologies; CzRM has faced many implementation failures. This paper presents a model for assessing critical success factors (CSFs) of CzRM strategies and their effects on successful CzRM implementation. Municipality of Tehran was chosen as a case and quantitative methods were selected with explanatory research approach by means of a survey strategy. The findings show that all of the CSFs are highly correlated with CzRM success.

Online publication date: Tue, 27-Mar-2012

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