with CRM cited as one of the ‘enablers’ of the local e-organization by the ODPM. While the genesis of CRM has been in the private sector, with the aim of maximizing profits via long-term relationships with preferred customers, CRM concepts are also of relevance to the public sector28., 29., 30. 2, 3 This model is referred to as the Weberian model, which is often criticized for its rigidity, Local authority CRM experiences 1 People usually think of government as hierarchical bureaucracy. The Labor Government's ‘Modernization and Improvement’ agenda aims to develop local authorities that are more dynamic, entrepreneurial, efficient, effective and in touch with their citizens. Over the past two decades, the transformation and reform of local authorities have been central to the political programs of the UK government. Section snippets Electronic government and CRM This paper goes in search of Citizen Relationship Management by assessing the outcomes of the recent government-sponsored CRM programs in terms of both the classic private sector model of CRM, and in terms of the potential of CRM to genuinely deliver improved, citizen-centric public services which have a real impact on citizen quality of life. Many local authorities are implementing CRM, and the government, seeing CRM as a key e-government ‘enabler’, has funded a number of pilot projects and a National CRM Programme to explore its benefits and to identify and disseminate best practice across authorities. CRM has recently become popular in the UK public sector, especially in local government. This is called Customer relationship management (CRM) and, when it works well, can encourage customer loyalty and the development of long-lasting profitable relationships for the provider. One approach that has become popular in the private sector, when confronted by customers able to switch to alternative suppliers with ease, is to provide a consistent service through all customer interactions and to develop deep customer ‘insight’ in order to predict future customer needs and to steer them towards appropriate products and services. Consumers become customers in this world and private sector management approaches are increasingly being seen as appropriate solutions to the problems of bureaucratic providers unable to offer a modern service. The future is of citizens as empowered consumers, able to take their custom away from poor quality providers and move it to the best. Citizens must be able to choose their schools, hospitals, doctors, social housing and potentially any other service provided from the public purse. Edited by one of the world's leading experts in the field of cultural resource management, with contributions by a wide range of experts, including archaeologists, architectural historians, museum curators, historians, and representatives of affected groups Offers a broad view of cultural resource management that includes archaeological sites, cultural landscapes, historic structures, shipwrecks, scientific and technological sites and objects, as well as intangible resources such as language, religion, and cultural values Highlights the realities that face CRM practitioners «on the ground» Произведение относится к жанру Философские науки. Expert contributors share their knowledge and illustrate CRM's practice and scope, as well as the core issues and realities in preserving cultural heritages worldwide. О книге "A Companion to Cultural Resource Management"Ī Companion to Cultural Resource Management is an essential guide to those wishing to gain a deeper understanding of CRM and heritage management.
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