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Customer Relationship Management in University Libraries in the Present Era

Jamal Ahmad Siddiqui , Jamal Ahmad Siddiqui

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Indian Journal of Library and Information Sciences 7(3(Suppl)):p 313-315, Sept - Dec 2013. | DOI:

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Abstract

University libraries are currently facing their greatest challenge. For more than a decade, university libraries have been under the pressure to change its way of information processing and transferring due to the financial constraints and the appearance of online resources. These situations cause the libraries to value their development of resources and the application of products marketing to better service. How to retain and grow users through enhancement of service becomes the great concern by library managers. Customer Relationship Management (CRM) is not a tactical or functional approach but a key strategic process. It not only helps in understanding the demand of the customer in a professional style but also to know the approach and attitude of the customer. A comprehensive CRM will highlight the preference and learning needs of customer for better serve. 

Keywords:Financial constraints; Customer Relationship Management;Professional style.

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