Abstracts: July 18th, 2002

This report sponsored by Interchange Group and published by the Hewson Group, puts customer relationship management in the context of e-Government. It argues that CRM provides both a set of established methodologies and a steady supply of technology tools. It urges that the expertise within the commercial sector, financial services, and telecommunications be harnessed to the benefit of the public sector. It provides examples of CRM in use in various public bodies and identifies conclusions and recommendations, including launching a major push to promote CRM as a parallel initiative to e-Government and sponsoring the creation of a public sector CRM Forum to bring together potential suppliers and users of CRM methods and technologies in order to develop ways of accelerating its adoption and exploitation.The report is available from http://www.Hewson.co.uk