A defining characteristic of the public sector is the way it has begun to treat citizens as customers. This brings all the responsibilities that such a relationship entails in terms of quality of service. CRMs can help government agencies receive benefits from the software that are already being reaped by the private sector.
CRM works for the public sector in order to:
The main goal of customer relationship management is to manage a business’ relationship with its customers. In a government setting, the same principles are easily applied, but the customers in question are citizens.