Case Study of the Development of the Human Systems Component of a Customer Relationship Management Implementation in a U. S. Federal Agency
作者单位：Human Resources Research Organization （HumRRO）
会议名称：《ICSSSM'04国际会议》
会议日期：1000年
学科分类：03[法学] 0302[法学-政治学] 030206[法学-国际政治]
关 键 词：customer relationship management workforce development training
摘 要：正 As government agencies have started to implement customer relationship management （CRM） practices in order to improve service to stakeholders/customers, one issue that is often not given appropriate recognition by those implementing CRM in organizations is the need to align human systems to the CRM strategy and activities. In contrast, much of the focus of current CRM practices are centered around technology *** paper first provides background on current CRM efforts being conducted in U. S. Federal agencies and discusses the challenges for government in implementing CRM. Next it outlines potential modifications to human systems that will likely be needed in order to successfully implement CRM in any organization. Finally, it provides a case study based on this work related to efforts by a U. S. Federal agency currently implementing a CRM solution to align employee efforts and provide the appropriate tools needed to manage and develop the workforce to successfully deliver CRM.