3758 14 archive 337 disk0/00/00/37/58 2008-04-07 14:05:21 2008-11-20 05:38:11 2008-11-20 05:38:11 article show Judith.Young@utas.edu.au Young JF Judith.Young@utas.edu.au Pollard C Gregg P pub 080609 280102 890202 700102 public DEREK - creative commons.org states: "For any reuse or distribution, you must make clear to others the license terms of this work. The best way to do this is with a link to this web page: - so ive added the url in the related urls field - should it need to be restricted? LA 20/11 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. 2007 published Australasian Journal of information Systems 15 1 University of Canberra 77-94 TRUE 1449-8618 http://dl.acs.org.au/index.php/ajis/article/view/180 http://dl.acs.org.au/index.php/ajis/index http://creativecommons.org/licenses/by-nc-nd/2.5/au/ 4679 3 3758 1 application/pdf en public cc_utas

3758.pdf

3758.pdf 102349 http://eprints.utas.edu.au/3758/1/3758.pdf