基于客户细分的电子政务实现模式研究

由于在电子政务实施过程中所出现的种种问题,以及政府与公众对服务的需求的日益增加,对于电子政务的用户进行研究已经越来越重要。客户关系管理理论为这方面的研究提供了理论基础,但目前这种研究还处于探索阶段,缺乏进一步的深入的研究。基于客户关系管理中的客户细分理论,对电子政务的用户群体,从宏微观、电子政务系统以及政府等角度作了分类,并在此基础上,提出了基于客户关系管理的电子政务实现模式,以及这种模式在电子政务中的应用。

Research on Implemental Pattern of Electronic Government Based on CRM

Because of all kinds of problems in the im- plementation of electronic and demand of government and the public to service,study on custom of electronic government has become more and more important.Customer relationship management provides theory foundation,however this study is in exploring stage.So,based on customer subdivision the- ory,we categorize the users of electronic government into basic four groups:citizen,business,government,non-gov- ernment organization etc,and propose some category criteri- ons,such as from the views of macro and micro,electronic government system,government etc.Then,we propose an implemental pattern of electronic government based on cus- tomer subdivision theory,and its application in electronic government.