CRM Public Sector Challenges? - Global Vision Technology Blog

The purpose of CRM Public varies by Public Sector agency or entity, however, there is always a common focus on the customer relationship – whether your customer is an internal civil servant, a citizen, another agency or anybody else.

Sign up to get FREE CRM Trial

Successful Public Sector CRM is much more than just a one off project activity; it is a change in thinking, a change in culture and a continuous journey that evolves over time as customer needs advance, organizational capabilities change and the relationship evolves. CRM is both a Public Sector and business strategy first and foremost. Public Sector CRM software provides the organization, management, delivery and automation to achieve the CRM strategy. Effective CRM software will facilitate the understanding, anticipating and responding to the needs of your customer in both an efficient and effective manner.

Public Sector has embraced CRM principles to address the opportunities and challenges of delivering improved public services with increased effectiveness. CRM methods, processes and lessons learned in the private sector have been adapted and extended for public sector application.

As Public Sector technology practitioners, we are responsible for aligning our mission with CRM strategy and leveraging public sector CRM software to achieve the strategy. As part of our own CRM software selection and implementation, we’ve chronicled much of our journey and accumulated a growing depository of planning documents, working papers, software selection tools, software implementation aids, software measurement methods, best practices, change management content and related collaterals. We’ve created this site to share, enhance and grow the collective content, information, cooperation, knowledge and insight among a wider community of Public Sector specific participants. As CRM is a continuous journey, we hope to share our experiences with others and personally benefit by the relationships we forge with like minded professionals.

CRM for government is often significantly more complex than CRM for the private sector, for a variety of reasons:

» The citizen can be both a part of the government and a customer, with changing roles in their relation to the public sector.

» There are vastly more silos in existence that need to be addressed in large governments, across a variety of regional levels, compared to companies – making “one view of the customer” much tougher to achieve.

» Given the lack of a profit motive, metrics tracking success and return on investment (ROI) for CRM systems are more difficult to define in government than in the private sector.

» There are a bevy of regulations, standards, and policies governing security, collection/use of data, and procurement of systems that exist in government but not in the private sector.

To find out more about CRM Public Sector, click here