Publikace:
Beyond Academic Support: using a CRM System to Enhance the Value of Academic Services and Improve Internal Training

Datum
2019-09-04
Název časopisu
ISSN časopisu
Název svazku
Vydavatel
Národní technická knihovna
Výzkumné projekty
Organizační jednotky
Číslo časopisu
Abstrakt

This case study from National Library of Technology in Prague describes the use of customer relation management (CRM) software by the User Support Team in order to keep a record of provided academic support services provided and—most importantly—to ensure continuous improvement and appropriate analysis of these services. The CRM system helps to identify gaps in student support services, and inspires the development of new services. It is also used to enhance peer-to-peer personal knowledge exchange within the team. Last but not least, the essence and value of our support has been “materialized” in the form of the CRM system and can be easily communicated with our stakeholders.

Popis
Klíčová slova
řízení vztahů se zákazníky, informační služby, případové studie, Národní technická knihovna, CRM, information services, case studies, National Library of Technology
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