African Journal of
Business Management

  • Abbreviation: Afr. J. Bus. Manage.
  • Language: English
  • ISSN: 1993-8233
  • DOI: 10.5897/AJBM
  • Start Year: 2007
  • Published Articles: 4164

Full Length Research Paper

The value chain of citizen relationship management (CzRM): A framework for improvement

Mostafa Zamanian1, Mohammad Reza Khaji2* and Seyed Mohamad Sadegh Emamian3
1Amid Development Management Consultants, Tehran, Iran. 2Department of Industrial Engineering, K. N. Toosi University of Technology, Tehran, Iran. 3School of Social and Political studies, University of Edinburgh, U. K.  
Email: [email protected]

  •  Accepted: 20 July 2011
  •  Published: 30 September 2011


Nowadays governments have recognized the need to improve their relationship with citizens, and to put citizens’ needs at the center of government thinking. Citizen relationship management (CzRM) is derived from the commercial concept customer relationship management (CRM). In this paper, the value chain model of CzRM is proposed, which combines a set of functionalities obtained from CRM and good governance literature. This model is a framework for understanding current situation of CzRM and opportunities for improvement which enables governments to become more citizens centric. Finally, the results of implementing the proposed model in an Iranian governmental organization are presented as an empirical study.


Key words: Value chain, citizen relationship management, good governance.