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This workshop is designed to equip and inspire senior academic library managers to lead their service in anticipating and satisfying the needs and demands of their customers through Customer Relationship Management (CRM).
Benefits of attending
CRM brings together a number of customer-related ideas to provide an integrated approach to meeting customer needs. While it can be a challenging process, and can drive change across an organisation, successful CRM will give an organisation a broader outlook and lead to measurably increased efficiency and customer satisfaction.
Participants will learn what CRM is, what benefits and challenges it brings, and how it can be delivered within their own organisation.
By the end of the course participants will have:
- knowledge of the key elements of CRM
- considered how this approach can benefit academic libraries
- explored and practised using analytical CRM tools and techniques
- created an action plan to address specific CRM issues
Who should attend?
Senior academic library managers who are responsible for service development.
Programme
| Registration & coffee |
09.15 |
| Start |
09.45 |
| Lunch |
13.15 |
| Close |
17.00 |
- What is CRM?
- CRM applications in academic libraries and information units: managing the customer life cycle
- Analytical CRM: customer knowledge, customer contribution to meeting goals, trend analysis, segmentation, profiling
- Balancing customer acquisition, retention and development
- Customer contact management
- Customer experience management
- An action plan and checklist for CRM in libraries and information units
Places are limited to: 16
Workshop leader: Terry Kendrick
CILIP personal members: £220 plus VAT £258.50
CILIP organisation members: £265 plus VAT £311.38
Non members: £310 plus VAT £364.25
Updated: 16 July 2008