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Customer Relationship Management Systems – Reasons Why Many Municipalities Do Not Have Them

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ENTERprise Information Systems (CENTERIS 2010)

Part of the book series: Communications in Computer and Information Science ((CCIS,volume 109))

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Abstract

CRM systems mark a new paradigm with regard to the customization and qualification of services delivery and to the relationships between local government and citizens. CRM are strategic tools that enable to optimize the relationship between municipalities and residents, as well as the optimization of most organizational processes. Despite the acknowledged importance of such tools, it appears in practice that most Portuguese municipalities has not yet to implemented CRM systems. Trying to identify the main reasons for this fact, the authors undertook a study based on a questionnaire, and the main findings are presented and discussed in this paper.

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Author information

Authors and Affiliations

  1. Município de Baião, Portugal

    Jorge Duque

  2. Engineering Department, University of Trás-os-Montes e Alto Douro, Vila Real, Portugal

    João Varajão & Vitor Filipe

  3. Centro ALGORITMI, Portugal

    João Varajão

  4. CIDESD – UTAD, Portugal

    Vitor Filipe

  5. Polytechnic Institute of Cávado e Ave, Barcelos, Portugal

    Maria Manuela Cruz-Cunha

  6. CITEPE Research Centre, University of Minho, Portugal

    Maria Manuela Cruz-Cunha

Authors
  1. Jorge Duque
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  2. João Varajão
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  3. Vitor Filipe
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  4. Maria Manuela Cruz-Cunha
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Editor information

Editors and Affiliations

  1. Dept. de Engenharias, Quinta de Prados, University of Trás-os Montes e Alto Douro, Apartado 1013, 5001-801, Vila Real, Portugal

    João Eduardo Quintela Varajão

  2. Polytechnic Institute of Cávado and Ave, Campus do IPCA, Lugar do Aldão, 4750-810, Vila Frescaínha - Barcelos, Portugal

    Maria Manuela Cruz-Cunha

  3. University of Minho, Campus de Azurém, 4800-058, Guimaraes, Portugal

    Goran D. Putnik

  4. Coimbra Institute of Accounting and Administration, Portugal

    António Trigo

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© 2010 Springer-Verlag Berlin Heidelberg

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Duque, J., Varajão, J., Filipe, V., Cruz-Cunha, M.M. (2010). Customer Relationship Management Systems – Reasons Why Many Municipalities Do Not Have Them. In: Quintela Varajão, J.E., Cruz-Cunha, M.M., Putnik, G.D., Trigo, A. (eds) ENTERprise Information Systems. CENTERIS 2010. Communications in Computer and Information Science, vol 109. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-16402-6_14

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  • DOI: https://doi.org/10.1007/978-3-642-16402-6_14

  • Publisher Name: Springer, Berlin, Heidelberg

  • Print ISBN: 978-3-642-16401-9

  • Online ISBN: 978-3-642-16402-6

  • eBook Packages: Computer ScienceComputer Science (R0)

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