Study on E-government Development Strategies in China Based on CRM

摘要

The research analyzes the feasibility of introducing CRM into e-government,and finds out some problems in the construction of e-government based on the principles of CRM.The first problem is customer needs are unsatisfied; the second is demands and supplies are mismatching; the third is user subdivision is not enough; the fourth is channels are limited; the fifth is customer cultivation is insufficient.According to the stage model of e-government,the research deems CRM as a progressing process in conjunction with e-government development and at this phase,what CRM should emphasize is improving accessibility of services.The research also gives three implications on CRM in China's e-government.