CRM-政府信息化的沟通纽带.PDF

The Government Executive Series CRM in Government: Bridging the Gaps Section title About Accenture Accenture is the world’s leading management consulting and technology services company. Committed to delivering innovation, Accenture collaborates with its clients to help them realize their visions and create tangible value. With deep industry expertise, broad global resources and proven experience in consulting and outsourcing, Accenture can mobilize the right people, skills, alliances and technologies. With more than 75,000 people in 47 countries, Accenture works with clients in nearly every major industry worldwide. Through the integration of consulting and outsourcing, Accenture: • Identifies critical areas with potential for maximum business impact. • Innovates and transforms the processes in those areas. • Delivers performance improvements and lower operating costs by assuming responsibility for certain business functions or areas—and Accenture holds itself accountable for results. Accenture generated net revenues of $11.6 billion for the fiscal year ended August 31, 2002. Its home page is . C2 Table of contents Foreword2 Introduction3 What is CRM? 3 How the CRM landscape has changed4 Five key findings 6 Implications for executives 18 The way forward20 Key points to consider 20 Conclusion23 Appendix: research methodology 24 1 Foreword In late 2001, Accenture began studying how the In this study, we found much greater willingness to concepts collectively known as customer relation- embrace the language and principles of CRM. We ship management (CRM) were being applied in fou