Implementing a Customer Relationship Management (CRM) Solution in Public Sector: Success Factors and Lessons Learned

Andru, Peter and Pratt, Kristie and Botchkarev, Alexei Implementing a Customer Relationship Management (CRM) Solution in Public Sector: Success Factors and Lessons Learned., 2011 . In Showcase Ontario 2011. Education Program., Toronto, Ontario, Canada, September 7 - 9, 2011. (Unpublished) [Presentation]

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English abstract

Achieving excellence in Customer Relationship Management (CRM) is a cornerstone objective in the transformative efforts of the Ministry of Health and Long-Term Care and its Health System Information Management and Investment (HSIMI) division. The implementation of the HSIMI division CRM solution is expected to enable increased control and accountability for the division’s services, and improved external and internal customer satisfaction. Find out what lessons the project team learned and success factors that facilitated the implementation of this information system.

Item type: Presentation
Keywords: Customer Relationship Management, CRM, Implementation, Information system
Subjects: L. Information technology and library technology > LK. Software methodologies and engineering.
Depositing user: Alexei Botchkarev
Date deposited: 22 Sep 2011
Last modified: 02 Oct 2014 12:20
URI: http://hdl.handle.net/10760/16143

References

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http://sprouts.aisnet.org/10-24

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38

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Acquisition of BPR and organisational learning” Total Quality Management, Vol. 20, No. 3, March

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