With constituents demanding new and better services from government, CRM has become widely accepted in the public sector, and is used in a number of ways to improve a variety of business process. A key aspect to remember is that in the end, CRM is a strategy first and a technology second; no matter how much an agency rolls out the technology, without a citizen-centric approach, it is unlikely to reap any benefit from implementing a CRM solution. This report will help you understand the market forces affecting the adoption of CRM in government. Gain insight into what features and functionality governments look for in a CRM solution and view the market size and growth for CRM over the next five years.
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