Blue Hill Perspective: When The "C" in CRM Stands for Citizen: My POV on the Optevia Acquisition by IBM

Alea Fairchild Strategic ViewsWhen government (local, regional, federal or national) provides public sector services for its citizens, they should have a responsibility to provide them in a professional, timely manner. That’s not an easily scalable activity when dealing with thousands of citizen cases, often with limited resources. However the aim is to deliver consistently positive experiences to your citizens or constituents. And using external providers who may be better resourced or with a more rationalized core competency in this area can be beneficial to all involved. In my consulting for regional government, I find that they actually work even harder than federal government to find ways to engage their constituents, given how important the revenue stream is for them to be prosperous. Therefore a cloud-based CRM system is an excellent fit for a resource constrained yet innovative regional public service authority.

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About Dr. Alea Fairchild

Dr. Alea Fairchild is an Entrepreneur-in-Residence at Blue Hill Research. As a technology commentator, she has a broad presence both in the traditional media and online. Alea covers the convergence of technology in the cloud, mobile, and social spaces, and helps global enterprises understand the competitive marketplace and to profit from digital process redesign. She has expertise in the following industries: industrial automation, computer/networking, telecom, financial services, media, transport logistics, and manufacturing. Her clients are both commercial, government / public sector, NGO and trade associations. Dr. Fairchild received her Ph.D in Applied Economics from Limburgs Universitair Centrum (now Univ. Hasselt) in Belgium, in the area of banking and technology. She has a Masters degree in International Management from Boston University/Vrije Universiteit Brussel, Brussels, Belgium, and a Bachelors degree in Business Management and Marketing from Cornell University, Ithaca, New York. She is a masters Olympic weightlifter for Belgium, having won many international medals.
Posted on March 22, 2016 by Dr. Alea Fairchild