The Research On CRM Application In The E-Government

The customer relationship management(CRM) is the purpose of the new management mechanism which improves between the enterprise and the customer relates. Along with civilized progress and society's development, the people also have the new request to the government service, for example they hope selecting time, the place and the way to connect with the government, this is the challenge which the each countries government should be faced in the new century. The thought of Enterprise's customer relations management which introduced E_government affairs produced the concept of "government CRM". In other words the development E_government must take the public as a center, in same time provide the personalization the service to the other departments, the enterprise and the public through develop the development government and the enterprise, government and public's communication channel and the communication way. So they can improve government mind image in the enterprise and the public . Therefore, we discusses the CRM system in the government application have the important practical significance.The paper take "the Government citizen contact platform" of Handan as a model, has studied CRM in the E_government application.In the article has made the exhaustive analysis to the CRM development condition and the CRM technology theory. Elaborated with emphasis how realizes in the CRM system according to the government profession characteristic and the present situation the service flow development. The paper has produced the service demand for government to the CRM system, and the application solution for the CRM theory and the technology in the E_government. The paper analysis the network way, the system structure, the development pattern, the system overhead construction as well as the government service flow development which the government customer...