客户关系管理起源于盈利组织,但是其以服务为核心的理念同样适用于政府的公共服务。随着中国加入WTO,政府的职能和形象也在逐步改变,电子政务开始引入客户关系管理的新理念。首先介绍了中国电子政务的现状,分析了客户关系管理和电子政务的内在联系,并举例说明了客户关系管理在电子政务中的运用。在此基础上对客户关系管理在电子政务中的应用提出了几点建议。Customer relation management(CRM) is derived form for-profit organizations,but the key point of CRM service is suitable for the public service in government management. With China entering WTO,the functions and images of the governments are changing step by step,and the new views of CRM has brought into e-government. The articles introduced the status of e-government firstly,analyzed the internal relations of CRM and e-government,and gave some examples of the applications of CRM in e-government. Finally the authors put forward some advices for the applications of CRM in e-government
