Main
Log in

Conclusion: The availability of modern, Cloud-based, omnichannel-focused stakeholder and customer relationship management (CRM) solutions is disrupting expectations of how public sector organisations should interact with their stakeholders, be it citizens and constituents, the business community, research or other agencies.

It is not just that new CRM solutions have additional features and modules when compared to more traditional CRM solution with histories that predate social media. Rather, the emerging modern CRM paradigm is focused on automation and mass personalisation of stakeholder communication rather than sales management.

A public sector’s CRM modernisation effort must, therefore, be based upon a firm understanding of the organisation’s most valuable stakeholder experiences. One way to achieve this understanding is to develop a stakeholder experience strategy.

Note: A sister note on this topic for private sector organisations is available.

Existing Client Login



This Advisory paper is only available to IBRS Advisory clients. To find out more about becoming an IBRS Advisory client complete the attached form and we will be in touch.
Please let us know your name.
Please let us know your email address.
Please enter a valid phone number
Invalid Input

Register to read more...

Related Articles:

"CRM modernisation Part 1: Strategy, planning & selection" IBRS, 2018-09-04 05:20:15

"CRM modernisation Part 2B: Creating a customer experience strategy" IBRS, 2018-09-04 06:47:58

"CRM modernisation Part 3: Roles & responsibilities" IBRS, 2018-10-04 13:09:21

"Design thinking – do not rush the empathy" IBRS, 2016-05-05 03:03:00

"User Centred Design or Design Thinking" IBRS, 2017-07-03 23:24:11

In the News

How Do You Choose The Best Application Environment For Your Business? - WHICH-50 - 8th October 2019

According to a new IBRS study, spend on enterprise solutions is set to increase in 2019-2020. Both IT and line of business buyers need to consider how they manage procurement of these new solutions...
Read More...

The pros and cons of shadow IT In today’s business world - WHICH-50 - 23 July 2019

Shadow IT sounds like a covert — quite possibly dark — force. And to some people it may well be. But the truth is both far simpler and more complex. According to Cisco, Shadow IT is the use of...
Read More...

Busting The Three Big Cloud Myths - WHICH-50 - 11 June 2019

Organisations that are resisting the shift to cloud computing are often basing their decisions on common misconceptions around security, price and integration. That’s a key finding in a recent...
Read More...

ANZ business users calling the shots in ICT decisions

Conducted by Australia’s Intelligent Business Research Services (IBRS) and commissioned by TechnologyOne, the survey of 261 business leaders in ANZ has shown that business functions are having more...
Read More...

Managed security: a big gamble for Aussie IT providers - CRN - 02 August 2018

TechSci Research estimates the Australian managed security services (MSS) market will grow at a CAGR of more than 15 percent from 2018-23 as a result of the increased uptake of cloud computing and...
Read More...

Subscribe to IBRS Updates

Invalid Input
Invalid Input
Please enter a valid email address
Please enter your mobile phone number
Invalid Input

Get in-context advice from our experts about your most pressing issues or areas of interest

Make an Inquiry

Sitemap