This document proposes a knowledge management approach to citizen relationship management in e-government. It presents a conceptual framework linking key knowledge management elements like knowledge characteristics, strategy, culture, processes and technology to effective citizen relationship management practices. The framework posits that emphasizing explicit and tacit citizen knowledge, implementing knowledge management strategies and cultures, and utilizing knowledge processes and technologies can help government agencies improve citizen relationship management. The document concludes by outlining propositions between these knowledge management factors and citizen relationship management practices for future research.