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Principios generales y posibles beneficios organizacionales de la implementación del sistema de Gestión de Relación con los Clientes para las estructuras de gobierno municipal en Armenia

Autores/as

  • Arman Avetyan Russian-Armenian University
  • Goharik Martirosyan Russian-Armenian University
  • Svetlana Baghdasaryan Russian-Armenian University

Palabras clave:

Competencia, Transformación, Modelo orientado al cliente, Experiencia en el extranjero, Estructuras administrativas

Resumen

Este estudio explora la implementación y el impacto de un sistema de gestión de relaciones con los clientes (CRM) dentro de la administración municipal de Ereván, centrándose en el Servicio de quejas y solicitudes de los ciudadanos. Empleando un enfoque de métodos mixtos, la investigación incluye una evaluación de necesidades, implementación piloto y evaluación a través de la recopilación de datos cualitativos y cuantitativos. Los hallazgos clave revelan mejoras significativas en los tiempos de entrega del servicio, interacciones personalizadas y eficiencia operativa después de la implementación. Los desafíos identificados incluyen ajustes técnicos y resistencia inicial de los empleados, abordados mediante apoyo y capacitación continuos. El estudio llena un vacío importante en la comprensión de la aplicabilidad de CRM en el sector público armenio y ofrece un marco práctico para lograr mejoras tangibles en la gobernanza municipal, apoyando el objetivo más amplio de la transformación digital en Armenia. La implementación exitosa de sistemas CRM en los servicios municipales puede servir como modelo para otras estructuras de gobernanza estatal, promoviendo una cultura administrativa orientada al cliente.

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Cómo citar

Avetyan, A. ., Martirosyan, G., & Baghdasaryan, S. . Principios generales y posibles beneficios organizacionales de la implementación del sistema de Gestión de Relación con los Clientes para las estructuras de gobierno municipal en Armenia. Acciones E Investigaciones Sociales, (46). Recuperado a partir de https://papiro.unizar.es/ojs/index.php/ais/article/view/10444

Datos de los fondos

Recibido 2024-04-10
Aceptado 2024-09-13