3 Counter-Intuitive Rules for Improving CX
Adopt a beginner’s mindset, rethink “rip and replace” and embrace self-service.
Posts Tagged: CRM
The Evolution of 311 and Government Customer Service
Inspired by customer expectations and feedback the 311 community continues to increase connectivity options. Today’s users access 311 through kiosks, chat, text, online, mobile applications, email, artificial intelligence, and social media.
Getting Started with open311
This is a continuation of an article about open311 use cases in which I looked at three cities using open311 solutions to communicate with their constituents. This week, I’d like to offer some advice about getting started with open311 technology. The best places to start are with mobile reporting applications and the constituent relationship managementRead… Read more »
open311 Use Cases
Exciting new advancements are taking place in the world of open311, which is a data standard that various applications can be built on. A number of open311-compliant open source and commercial applications allow data to be easily shared and used by each other, such as CRMs, mobile reporting apps, and other web interfaces displaying reportRead… Read more »
CRM Appstore for Government
Introduced at the Conference of Mayors this past weekend, there is a new resource for US Public Sector organizations looking for applications and add-ons based on the Microsoft Dynamics CRM platform. Now, public sector organizations of all sizes can use technology to better manage everything from citizen services, FOIA requests, economic development, mapping, fleet managementRead… Read more »
Commerce Wants Cloud-Based CRM
The Commerce Department wants its agencies to have a cloud-based system that would work to keep online information updated for citizens, Nextgov reported Monday. Joseph Marks writes the department intends to replace current software in its offices to comply with government mandates for federal departments to utilize new tools for storing and sharing data. MarksRead… Read more »
Estimating the Cost of a Microsoft Dynamics CRM Implementation
Many government agencies are using Microsoft Dynamics CRM to build line of business solutions using an approach that Microsoft calls xRM. One of the challenges is to calculate the cost of such an implementation. One of the questions I am asked most frequently by clients is to estimate the cost of a software implementation project.Read… Read more »
Five steps to transform service at your agency
Social media has quickened the speed of communication to a breakneck pace, and altered citizens’ expectations in terms of speed of response. For example, if I wrote an organization a letter, I would factor in a few days for it to get there, and several more days to be answered. However, if I posted aRead… Read more »
Leading in the digital age
I’m hosting a webinar on the 20th to discuss effective communications and engagement strategies and how NationBuilder can help. If you’d like to join, RSVP here. Thanks! Related: Go, Government Efficiency Long Beach, SF, Bordentown: Pioneering digital democracy with NationBuilder Government New ‘Civitas’ theme released
Meeting Citizens Where They Already Are- How to Improve Customer Service
If the average citizen is mobile and social, shouldn’t government services be as well to better serve them? This is the question government agencies have been working to address over the last few years. With initiatives like the Digital Government Strategy, which aims to provide citizens with high-quality digital information anywhere, anytime, and on anyRead… Read more »