Customer-centric, 24 x 7 service, shaped by the private sector, has lead citizens to expect the same from their interactions with government. And as government looks to become better at service delivery, at the same time it is dealing with pressure to do more with less. CRM has the potential to alleviate some of the most pressing service challenges governments now face, by streamlining government processes, by improving inter-agency data sharing and providing self service options to the public, among other ways. And yet, with these benefits there are obstacles, many of which have not yet been quantified.