Towards effective service delivery via customer relationship management

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dc.contributor.authorSubban, Mogieen_ZA
dc.contributor.authorPillay, Pregalaen_ZA
dc.contributor.authorBhowan, Kantien_ZA
dc.contributor.authorRaga, Kishoreen_ZA
dc.date.accessioned2020-02-26T12:56:43Z
dc.date.available2020-02-26T12:56:43Z
dc.date.issued2007
dc.descriptionCITATION: Subban, M., et al. 2007. Towards effective service delivery via customer relationship management. Alternation, 14(1):34-58.
dc.descriptionThe original publication is available at http://alternation.ukzn.ac.za
dc.description.abstractThe 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.en_ZA
dc.description.urihttp://alternation.ukzn.ac.za/pages/volume-14-2007/alternation-141-2007.aspx
dc.description.versionPublisher's version
dc.format.extent25 pages
dc.identifier.citationSubban, M., et al. 2007. Towards effective service delivery via customer relationship management. Alternation, 14(1):34-58
dc.identifier.issn2519-5476 (online)
dc.identifier.issn1023-1757 (print)
dc.identifier.urihttp://hdl.handle.net/10019.1/107544
dc.language.isoen_ZAen_ZA
dc.publisherCSSALL Publishers
dc.rights.holderAlternation
dc.subjectCivil service -- Evaluationen_ZA
dc.subjectCustomer services -- Evaluationen_ZA
dc.subjectCustomer relations -- Managementen_ZA
dc.titleTowards effective service delivery via customer relationship managementen_ZA
dc.typeArticleen_ZA
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