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Articles: Government
Singapore and Canada get top marks for their customer service, says a new Accenture report that ranks 22 governments' customer service programs.
Productivity improved with benchmarks for customer service.
A government site fosters community love through a fresh Web upgrade.
On-demand helps to improve services despite war-tightened budgets.
The PHA turns to Oracle PeopleSoft for an enterprisewide implementation to integrate CRM with finance and HR.
The public sector thinks differently about the C in CRM, as more vendors cater to this vertical's specific needs.
Satisfaction ratings are falling for government Web sites as commercial sites raise the bar for online experiences; the private sector may have much to teach the public sector.
The company buys Respond Group, a vertically focused acquisition aimed at expanding CDC's industry-specific offerings.
Lagan Technologies helps Minneapolis launch a 311 system to provide information on municipal issues and nonemergency services.
The agency's Oversight Board report finds 80 percent of respondents are satisfied with IRS customer service when compared with other government offices.
After years of improving citizen satisfaction, e-government scores have leveled off, a possible sign of improving private sector Web sites.
Local and national governments are turning to CRM to satisfy the citizen-as-consumer.
Oracle's Siebel field service management functionality is deemed the space's leader, but may struggle to maintain that status as part of a larger conglomerate.
Customer relationship (mis)management meets the IRS.
Gartner finds that saving money is still the number one driver of outsourcing, but warns not to let financial savings be the sole motivator.
The 311 framework allowed the agency to ramp up its agent pool from 500 to about 900, with employees from other departments and agencies.
Employees work from home, maintaining a business-as-usual approach, as the 2005 transit strike halts the public transportation system.
Siebel continues to rely on its CRM applications and SAP on its ERP offerings to land customers, but both companies will have to continue to improve their wares to keep customers.
The Commission and other law enforcement agencies have cracked down on 20 firms that claim they can remove negative information from credit reports.
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