Strategic CRM: Improving the Business of Academic Libraries

Leligdon, Lora; Quinn, Todd; Briggs, Lea

doi:10.1080/10691316.2015.1067662

Cited by 4 publications

(5 citation statements)

References 19 publications

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“…In addition, the questionnaire statements were taken from the questionnaires that were used effectively in previous studies such as Chowdhury (2002), Torres et al . (2007), Cho and Ha (2011), Wang (2012), Papic and Primorac (2014), Leligdon et al . (2015), Bahader et al .…”

Section: Methods and Proceduresmentioning

confidence: 99%

“…The following eight categories were determined by the method of content analysis and were applied to the e-options that were thought to be prerequisites for the introduction of e-CRM into academic libraries: (1) communication with users, (2) design of user-friendly system, (3) information about library and public relationships, (4) affective engineering, (5) promoting content of library, (6) expanding and enhancing e-services, (7) superior service quality and (8) contacts with potential future users. Leligdon et al (2015) reported that academic libraries engage with their users through a variety of channels, including face-to-face contacts, liaison librarians, access services personnel and library administration participating in all physical outlets, whether in the library or at meetings and outreach activities. The communication takes place through a variety of analogue and digital channels, such as departmental mailings, printed marketing materials, and flyers, as well as phone calls, emails, web pages, virtual service desks, social media and learning management systems.…”

Section: Crm-based Library Services: International Perspectivesmentioning

confidence: 99%

“…,Papic and Primorac (2014),Leligdon et al (2015),Bahader et al (2018), A Al-Homery et al (2019),Ali and Naveed (2020),Bahader et al (2021),Bahader (2022a, b) and so on, conducted in this field.…”

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confidence: 98%

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Analysis of the relationship of CRM-based library services with head librarians' personal and academic variables: a survey of university libraries in Pakistan

Bahader

2023

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Purpose This study aimed to examine the relationship between customer relationship management (CRM)-based library services and head librarians' personal and academic variables. The status of CRM-based library services in the university libraries of Pakistan was also assessed.Design/methodology/approach A cross-sectional survey research design and quantitative research approach were applied. A structured questionnaire was emailed to the heads librarians of all university libraries recognized by the Higher Education Commission of Pakistan, and the response rate was 74 percent.Findings The analysis showed that a relationship to CRM-based library services was confirmed by the head librarians' age, academic qualification, professional experience, CRM awareness and training. Moreover, several CRM-based library services such as face-to-face interaction, current awareness services, orientation for new users, coordination through e-mail services, special goodwill to regular users, make telephone calls, complaints/suggestions boxes, online services, provision of a conducive learning environment, user education, selective dissemination of information services, users' participation in the collection and service development, ask a librarian services and users' help desk services were currently being practiced by the university libraries.Originality/value This study is a valuable resource for developing user-centered library services and culture. Findings are helpful in enhancing CRM applications in libraries and making their users satisfied and loyal. This study makes a significant contribution to the body of literature and knowledge on library CRM.

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Section: Methods and Proceduresmentioning

confidence: 99%

Section: Crm-based Library Services: International Perspectivesmentioning

confidence: 99%

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Analysis of the relationship of CRM-based library services with head librarians' personal and academic variables: a survey of university libraries in Pakistan

Bahader

2023

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“…Memahami pelanggan dan menciptakan nilai pelanggan sangatlah penting untuk dapat membuat perusahaan termasuk perpustakaan menjadi sukses, salah satu kunci untuk mencapai hal tersebut adalah dengan memahami sistematika dan implementasi strategi pelanggan (Leligdon et al, 2015). Aspek langkah-langkah merancang strategi customer relationship management untuk perpustakaan sekolah, langkah setelah melakukan analisis masalah adalah mengumpulkan data yang ada di lapangan.…”

Section: Rancangan Customer Relationship Management DI Perpustakaan S...unclassified

Improvement of SD Negeri 2 Bojongmengger school library services by Customer Relationship Management (CRM) design

Syafitri,

Silvana,

Suhardini

2023

dedic. j. community services

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The widespread COVID-19 pandemic has had an impact on the realm of education. The enactment of the Learning From Home (LFH) policy has reduced activities carried out in schools. The school library at SDN 2 Bojongmengger was also affected and began to have fewer visitors, even though limited face-to-face activities were re-implemented at school. Therefore, a Customer Relationship Management (CRM) strategy is needed to properly maintain the school library's function and role. CRM strategy is an effort to attract students and teachers as school library customers to visit the library. The method used in this service is the service improvement method with the results of research and development. With the potential and problem analysis process steps, data analysis, and product design. Based on the results that have been implemented, the results show that the design of the CRM strategy in the school library can be carried out conventionally first by collecting needs data, data processing, collection development, user education, competitions, and rewarding after that it can be carried out developing CRM in a digital direction through the use of media Instagram.

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“…A DSZK-k fejlesztésének keretrendszere azon a felismerésen is alapul, hogy a stratégiai elmélet telítve van cégszintű stratégiai elemzésekkel, amelyeknek célja a versenyképesség fenntartása, azonban nem válaszolják meg, hogy néhány cég hogyan és miért tud versenyelőnyre szert tenni a gyorsan változó gazdasági környezetben. 150 Másrészt lehetővé teszi, hogy nagyobb eséllyel kerüljön megfelelő személy a megfelelő feladatra. Harmadrészt segíti a szervezetet, hogy tagjai a feladatokat és a tevékenységeket szinkronizálni tudják.…”

Section: A Dszk-k Fogalmaunclassified

Könyvtárgazda(g)ság: pénzügyi vonatkozású korszerű menedzsmenteljárások könyvtári alkalmazása

Juhász¹

2018

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Strategic CRM: Improving the Business of Academic Libraries

Cited by 4 publications

References 19 publications

Analysis of the relationship of CRM-based library services with head librarians' personal and academic variables: a survey of university libraries in Pakistan

Analysis of the relationship of CRM-based library services with head librarians' personal and academic variables: a survey of university libraries in Pakistan

Improvement of SD Negeri 2 Bojongmengger school library services by Customer Relationship Management (CRM) design

Könyvtárgazda(g)ság: pénzügyi vonatkozású korszerű menedzsmenteljárások könyvtári alkalmazása

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