Public Sector CRM Software and Strategy

CRM strategies and CRM software have become a powerful combination in helping not for profit, public sector and government agencies meet their organizational missions. Public sector CRM comes in many forms and may include Constituent Relationship Management, Customer Relationship Management, economic development, outreach programs, trade promotion, case management, help desk, call center, 3-1-1 and citizens self service to name only a few.

The purpose of CRM varies by governmental agency or entity, however, there is always a common focus on the customer relationship - whether your customer is an internal civil servant, a citizen or anybody else.

Successful CRM is much more than just a one off project activity; it is a change in thinking and continuous journey that evolves over time as customer needs, organizational capabilities change and the relationship evolves. CRM is both a government and business strategy first and foremost. CRM software provides the organization, management, delivery and automation to achieve the CRM strategy. Effective CRM software will facilitate the understanding, anticipating and responding to the needs of your customer in both an efficient and effective manner.

Government has embraced CRM principles to address the opportunities and challenges of delivering improved public services with increased effectiveness. CRM methods, processes and lessons learned in the private sector have been adapted and extended for public sector application.

As government technology practitioners, we are responsible for aligning our mission with CRM strategy and leveraging our CRM software to achieve the strategy. As part of our own CRM software selection and implementation, we've chronicled much of our journey and accumulated a growing depository of planning documents, working papers, software selection tools, software implementation aids, software measurement methods, best practices, change management content and related collaterals. We've created this site to share, enhance and grow the collective content, information, cooperation, knowledge and insight among a wider community of government specific participants. As CRM is a continuous journey, we hope to share our experiences with others and personally benefit by the relationships we forge with like minded professionals.