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A foundation assessment of the influence of IT management practices on customer relationship management (CRM) in a large Australian federal government agency

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Young, JF and Pollard, C and Gregg, P (2007) A foundation assessment of the influence of IT management practices on customer relationship management (CRM) in a large Australian federal government agency. Australasian Journal of information Systems, 15 (1). pp. 77-94. ISSN 1449-8618

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Abstract

There is currently a thrust in Australia to move to whole of e-government. At the
centre of this initiative is the need to ensure high quality customer relationship
management (CRM). There is a paucity of research into CRM in the public sector
and this research breaks new ground by exploring the level of customer relationship
management (CRM) implementation in a large Australian Federal Government
agency. Using a quantitative survey approach, data were collected through the
distribution of an electronic questionnaire to IT heads of 23 departments in one large
Australian Federal Government agency. The main finding of the research is that
although a few of the departments have implemented CRM at the highest level, the
majority of the departments are still in the lower levels of CRM implementation.
Differences in IT management practices and their impact on CRM status are also
measured and their impact on CRM implementation is discussed. Finally,
recommendations for moving to more advanced stages of CRM implementations are
made.

Item Type: Article
Journal or Publication Title: Australasian Journal of information Systems
Publisher: University of Canberra
Page Range: pp. 77-94
ISSN: 1449-8618
Date Deposited: 07 Apr 2008 14:05
Last Modified: 18 Nov 2014 03:33
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