Jurnal Palimpsest
ISSN 2086-0994
Vol. 2 / No. 2 / Published : 2011-05
Order : 10, and page :165 - 171
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Original Article :
Aplikasi customer relationship management (crm) dalam layanan informasi di perpustakaan
Author :
- Neneng Komariah*1
- Universitas Padjajaran
Abstract :
Customer relationship management is a marketing strategy that builds profitable business relationship with selected prospect customers and the aim is to create customers loyalty. The CRM concept is appropriate when applied at library services, in order that the library can provide satisfied information services which will create library user loyalty. In addition, the application of CRM in library services will has promotion value, because the satisfied user will tell and recommend to use the library to other people (word of mouth). Moreover, the library service which based on CRM is possible to be a fee information service. In order to apply CRM effectively, so the library must have professional staff and they understand the CRM concept. In addition the library must apply information technology especially interactive media (internet).
Keyword :
Customer relationship management, library, information services,
References :
Barnes, James,(2003) Secrets of Customer Relationship Management Yogyakarta : Andi
Archive Article
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 Volume : 2 / No. : 2 / Pub. : 2011-05 |
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