Towards effective service delivery via customer relationship management
Date
2007
Journal Title
Journal ISSN
Volume Title
Publisher
CSSALL Publishers
Abstract
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.
Description
CITATION: Subban, M., et al. 2007. Towards effective service delivery via customer relationship management. Alternation, 14(1):34-58.
The original publication is available at http://alternation.ukzn.ac.za
The original publication is available at http://alternation.ukzn.ac.za
Keywords
Civil service -- Evaluation, Customer services -- Evaluation, Customer relations -- Management
Citation
Subban, M., et al. 2007. Towards effective service delivery via customer relationship management. Alternation, 14(1):34-58