Crm Perspective Under The Administrative Services Mechanism Innovation Of

CRM (Customer Relationship Management) as a new service mechanism is a combination of technology and management. Meanwhile, it's a client-oriented strategy for enterprises, which is widely applied in public services such as communication and finance. CRM is oriented from commercial beneficial organizations. Nowadays, as the concept of"service-oriented government"is posed and the development of the"e-government affairs", the CRM turns out to be an important reference to the government's capacity of public management. Particularly, many management methods of the CRM could be applied in the innovation in the administrative service of the government.The aim of building a"service-oriented government"is to build a government with"entrepreneurship", so as to provide the public with realistic, highly efficient and satisfying service, in order to get the support from the general public and furthermore make them build their own political wishes.As one important"path"to realize the aim, the"e-government affairs"is a reflection of the"public-centered"value. It raises the satisfaction of the government by optimizing the process and recreation in technological manners. By taking reference of the development of"e-government affairs"in western countries, the treatment of affairs occurs in late period of the"e-government affairs", the administrative service center, as effective carrier of the"service-oriented government", is also a useful way of the transmission of the government ability.The article discusses CRM's basic theories and the present research development of the combination of the CRM and the"e-government affairs". From the point of view of management concept of CRM, the article discusses in detail the application of CRM in the"e-government affairs". It also combines the CRM and administrative service innovation, and takes Quanzhou, who is a forthgoer of the trial of town-level municipal administrative institute, as an example, to seek the possibility of innovation in the view of CRM. The perspective is to reduce the service cost, improve the efficiency and quality of the administrative affairs and reinforce the transparency of the government's administrations.