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From Service Innovation to Sustainable Leadership
CRM for Tracking and Analyzing Research Consultations at the National Library of Technology, Prague
CRM for Tracking and Analyzing Research Consultations at the National Library of Technology, Prague
Externí umístění souboru
Licence:
CC BYDatum
2026
Název časopisu
ISSN časopisu
Název svazku
Vydavatel
National Library of Technology
Abstrakt
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).
Popis
Klíčová slova
systém řízení vztahů se zákazníky, případová studie, analýza služeb, informační služba, konzultant, CRM, Customer Relationship Management, consultant, case study, service analysis, information service, CRM, Customer Relationship Management
Jazyk:
en
Typ:
conference paper
Edice
Citace
Trvalý odkaz
ISBN
ISSN
Název akce
55th LIBER Annual Conference
Datum od
2026-07-01
Datum do
2026-07-03
Místo události
Trondheim, NO