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Customer Relationship Management Adoption in Local Governments in the United States
Abstract
Customer Relationship Management (CRM) is part of the use of Enterprise Resource Planning (ERP) systems to transform government. This chapter examines the common characteristics of the New Public Management (NPM) and e-government models applying them to CRM adoption in local governments in the United States. Both of these models are commonly cited in the public administration literature as drivers of organizational reform and change. Some of the common characteristics of the NPM and e-government are examined with data from a survey of local government chief administrators. The results of this chapter indicated that more of the characteristics identified in the e-government literature were exemplified in CRM adoption in local governments. In addition, local governments that used more advanced CRM technology were more likely to report organizational changes from these models. The implications of these findings are that researchers should understand both the NPM and e-government principles as important for understanding organizational change.
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