Viana do Castelo, Portugal
Customer Relationship Management Systems –
reasons why many Municipalities do not have them
Jor...
Agenda
• Results: Main reasons why the Portuguese Municipalities
do not have CRM systems
• CRM – Customer Relationship Man...
Objective
•Characterize the adoption CRM systems in Portuguese
Municipalities.
•Identify the main reasons why the Portugue...
CRM – Customer Relationship Management
• CRM, as it happens in enterprises, is also crucial for
Municipalities, whose purp...
The Research Process
•Questionnaire-based study.
•The questionnaire sent to all the Portuguese Municipalities
(308).
•64 v...
Main reasons why the Portuguese Municipalities do
not have CRM systems
0%
2%
3%
5%
6%
7%
11%
13%
16%
17%
20%
0% 10% 20% 30...
• Most municipalities have not yet implemented the CRM, therefore
the authors sought to know the reasons.
• Concerning the...
Viana do Castelo, Portugal
Jorge Duque, João Varajão, Vitor Filipe
Conference on ENTERprise Information Systems
University...
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Razões para um Município não dispor de um sistema CRM

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CRM para Municípios Portugueses

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Razões para um Município não dispor de um sistema CRM

  1. 1. Viana do Castelo, Portugal Customer Relationship Management Systems – reasons why many Municipalities do not have them Jorge Duque, João Varajão, Vitor Filipe Conference on ENTERprise Information Systems University of Trás-os-Montes e Alto Douro CENTERIS2010
  2. 2. Agenda • Results: Main reasons why the Portuguese Municipalities do not have CRM systems • CRM – Customer Relationship Management • The Research Process • Conclusions • Objective CENTERIS2010
  3. 3. Objective •Characterize the adoption CRM systems in Portuguese Municipalities. •Identify the main reasons why the Portuguese Municipalities do not have CRM systems. CENTERIS2010
  4. 4. CRM – Customer Relationship Management • CRM, as it happens in enterprises, is also crucial for Municipalities, whose purpose is to maintain and optimize relationships with citizens and to promote citizenship (Schellong, 2005). CENTERIS2010
  5. 5. The Research Process •Questionnaire-based study. •The questionnaire sent to all the Portuguese Municipalities (308). •64 valid responses - 21% response rate. •Of the 64 municipalities, only 9 have reported to use CRM systems, which equates to a rate of 14%. CENTERIS2010
  6. 6. Main reasons why the Portuguese Municipalities do not have CRM systems 0% 2% 3% 5% 6% 7% 11% 13% 16% 17% 20% 0% 10% 20% 30% The existing technological infrastructure does not support a CRM The cost/benefit relation does not justify the investment in CRM Other The Presidency of the municipality decided not to invest in CRM Human resources are not sufficiently trained to use a CRM The existing systems are already adequate The structure of the municipality does not require a CRM system The implementation of a CRM is currently underway The services of the municipality are in restructuring The implementation of a CRM system is already planned The associated investment is significant CENTERIS2010
  7. 7. • Most municipalities have not yet implemented the CRM, therefore the authors sought to know the reasons. • Concerning the reasons that weighed heaviest on the Municipalities decision to have not yet implemented a CRM system, it is highlighted the significance of the investment. CENTERIS2010 Conclusions • Many municipalities already have plans to implement the CRM system or at least they are undergoing restructuring, or even the CRM implementation is ongoing, which means that in the near future, more municipalities are going to use CRM systems.
  8. 8. Viana do Castelo, Portugal Jorge Duque, João Varajão, Vitor Filipe Conference on ENTERprise Information Systems University of Trás-os-Montes e Alto Douro CENTERIS2010 Grateful for the attention

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