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Citizen Relationship Marketing?

Terry Kendrick looks at an increasingly hot topic in the transactional government arena.

It's on its way. A number of key trends will encourage public sector officers to process their transactional data, some of it derived from electronic public information systems, to develop relationships with the sources of that data - customers. The e-business and Customer Relationship Management (CRM) whirlwind currently sweeping the business community will have a natural, if slightly modified, home in the public services.
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