A Study of CRM in Government
Appendix B - Coding 167
167 Appendix B - Coding Open coding (initial pre-coding set: 76 nodes) 311 911 Baltimore BPR / BPA Budget Call Center Implementation Call Center Operation Call Centers (pre311) Challenges Challenges (Overcoming, Solving) Change Change Management Channels Chicago CiRM CiRM definition CiRM Market CiRM Motivation for Citizen Behaviour Citizen Empowerment Citizen Insights Citizen Interaction Citizen-oriented organisation City of Miami Closed Loop Collaboration Communication (Lack/Importance) Costs Counter (Agency) CRM (culture - Lack of) CRM (culture) CRM (Private vs. Public) CRM analytical CRM Europe CRM operational CRM other CRM Software CRM Vision Cross-/Up-selling Customer Lifetime Value Customer orientation Customer Satisfaction Customer Service eGovernment Employees feedback/innovation IVR Knowledge Sharing Knowledgebase Latent Demand Leadership Marketing Miami-Dade County Multi-channel Multi-jurisdictional issues New Public Management New York City One-Stop Performance Management Personalization Privacy Quality Control Relationship - EO C Relationship - PA C Relationship - PA EO Relationship Pa Pa Segmentation Self Service Services Siebel CRM Strategic Planning Survey Technology Technology (Issues-Challenges) TQM Training Web: Portal 168 Open coding (final set: 224 nodes) 211 311 411 911 Access Accountability Admin 311 perception Agreements/ Contracts Backend - Front-end Integration Baltimore Bloomberg Bloomberg, Emma BPR / BPA Budget Call Center Implementation Call Center Operation Call Center/Contact Center front face issue Call Centers (pre311) Call Taker as Advocate/Navigator Call takers Call Volume Call/Contact Center Manager Case Management Centralization Challenges Challenges (Overcoming, Solving) Change Change - 311 impact Change - Loss of resources Change - Public Servants Change - Role of Leadership Change (Organizational) Change (People) Change (Process) Change Management Channels...
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