The public sector is set to represent the biggest area of CRM growth over the next three years, according to research firm The Institute for Supply Management, which reports that a steadily increasing citizen demand for e-government is spurring many state and municipal government agencies to adopt new tactics for serving the public. For example, New York's Erie County has incorporated mySAP Customer Relationship Management (CRM) into its existing IT infrastructure to provide its citizens with more responsive emergency services, improved response rates to citizens' questions about social service programmes, and faster processing of citizen service requests relating to sewers, fleets, parks and public works. Many other local and federal agencies have already adopted and incorporated citizen-based CRM technologies to improve other aspects of community life, and many more are expected to follow over the coming three years.
Quelle: Thewisemarketer, 13.12.2004
