编者按:如果说客户关系管理描述的是客户与企业之间的关系的话,那么电子政务则是描述的老百姓、企业与政府的关系。事实上,中国很早就有了CRM理念在政务上的体现,“为人民服务”就是最好的例证。下文分析了CRM对电子政务发展的重要推动作用。客户关系管理(CRM)通过在企业和客户之间建立、维系并提升良好的关系,培养忠实客户,达到客户价值和企业利润的最大化。随着文明的进步和社会的发展,人们的需求已不仅仅局限在 Editor’s Note: If customer relationship management describes the relationship between a client and an enterprise, then e-government describes the relationship between the people, the business and the government. In fact, China had long ago embraced the concept of CRM in government affairs. “Serving the people” is the best example. The following analysis of CRM on the development of e-government plays an important role in promoting. Customer Relationship Management (CRM) fosters loyal customers, maximizes customer value, and maximizes corporate profits by establishing, maintaining, and improving relationships between the company and its customers. With the progress of civilization and the development of society, people’s needs have not only been limited