ABSTRACT
This chapter helps the Indian government to realize how quickly they respond to citizen problems on social media platforms. The study will contribute to improving citizen relationship management in India. The objectives of the study are as follows: To study various Citizen Relationship Management (CRM) initiatives undertaken by the Government of India using social media; To study the impact of social media on the improvement of CRM for the Government of India and; To identify and analyse the positive and negative cases of CRM on various social media platforms. CRM has been understood and implemented in various ways and generally applied by government to improve citizen orientation, customer services and public services, and to improve government-citizen relationships. Social media managers need to be aware of both the pros and cons of the platform and use it effectively. Social media provides faster communication, high levels of interaction and great insights about citizens' thought processes.
