Towards effective service delivery via customer relationship management

Subban, Mogie ; Pillay, Pregala ; Bhowan, Kanti ; Raga, Kishore (2007)

CITATION: Subban, M., et al. 2007. Towards effective service delivery via customer relationship management. Alternation, 14(1):34-58.

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The White Paper on Transformation of the Public Service (Batho Pele) served as the cornerstone of introducing the Principles of Batho Pele to further and enhance the agenda for service delivery. One of the critical principles of Batho Pele is that of its customer focus. This principle is premised on a value and relationship management perspective. Today much emphasis is placed on customer satisfaction, and to regularly interface with the customers whom we are called to serve in the public domain. This paper examines the notion of customer relationship management and its role in service delivery, focusing on a few trends and a model thus creating an enabling environment for effective and efficient service delivery. The emphasis is not only on communication, but also on organisational and process approaches to ensure goal-oriented actions.

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