In the corporate world, the notion of customer relationship management (CRM) is nothing new. That particular technology sector is now jam-packed with software that enables organizations to monitor and manage every interaction with a customer, from the very first experience on, throughout the lifecycle of the relationship. That relationship spans…

Experiences in systems-development for state information systems are summarized for eight pilot-test state agencies, as part of the State Level Information Base project. Attention is directed to the evaluation of information needs; hardware and software choices; survey administration; data organization, storage, and linkages; and staffing…