(National Library of Technology, 2026) Firsová, Naděžda; Ryzhkov, Alexey
This case study discusses a holistic approach that has driven sustainable leadership: an open source Customer Relationship Management (CRM) system implemented at the National Library of Technology (NTK) in Prague. This NTK's CRM system, launched in 2019 as a bottom-up initiative and continuously improved over time, supports consultation services by tracking patron issues (improving quality of service provision), consultants (improving effectiveness of service provision), and management-related insights (e.g., improving efficiency, human resource management).
