基于CRM的电子政务发展策略研究

本文分析了电子政务背景下实施CRM的可行性，并基于CRM的核心理念审视了当前电子政务建设中存在的主要问题，包括用户需求未得到满足、信息与服务的供需不匹配、用户细分不足、信息与服务传递渠道有限、用户培育不足等。根据电子政务发展的阶段性特征，研究认为CRM的实施应与当前电子政务发展阶段相匹配，其重点在于提高信息与服务的可获取性。基于此，文章提出了若干具有针对性的建议。

A Study on Strategies of E-government Development Based on CRM

The research analyzes the feasibility of introducing CRM into e-government， and finds out some problems in the construction of e-government based on the principles of CRM. The first problem is customer needs are unsatisfied; the second is demands and supplies are mismatching; the third is customer segments is not enough; the fourth is channels are limited; the fifth is customer cultivation is insufficient. According to the phase mode of e-government， the research deems CRM as a progressing process in conjunction with e-government development and at this phase， what CRM should emphasize is improving accessibility of services. The research also gives three implications on CRM in China’s e-government.