CRM IN GOVERNMENT SECTOR: SCOPE AND CHALLENGES

摘要

Governments today function similarly as MNC's. The head of states are like CEO's who are answerable to multiple stakeholders and ultimately to the citizens, their end consumers. Only difference is that the CEO in the MNC is not chosen by the consumer. Whereas the government is chosen by the people. With the explosion of the digital world and the rise of the global citizen with access to information on his fingertips, it is imperative for governments to be complaint, which probably explains a big reason for the rise in Government spending on applications which improve governance, transparency and serve citizens across platforms. Over the last few years, India has seen consistent improvements in this regard, with implementation of the digital India campaign, the UID Adhaar initiative and the recent Demonetization drive to push online spends.