WORKSHOP ON CUSTOMER RELATIONSHIP MANAGEMENT (CRM) FOR SERVICE EXCELLENCE
Calling for Librarians, Information Professionals, Knowledge Management Specialists, Executives & Managers of Corporate Research Centres, Lecturers and Students!
Perdana Leadership Foundation is conducting a two-day Workshop on Customer Relationship Management (CRM ) for Service Excellence on 19 to 20 April 2017 at Perdana Leadership Foundation in Putrajaya.
Programme: "Customer Relationship Management (CRM) for Service Excellence : The Way Forward for Best Practices in Libraries & Resource Centres."
Date: 19 -20 April 2017 (Wednesday - Thursday).
Venue: Perdana Leadership Foundation, No. 1, Jalan P8H Precinct 8, 62250 Putrajaya.
Facilitator: Dr Lenora Putit, Head, Centre for Marketing and Entrepreneurship Studies (CfMES), University Teknologi Mara (UiTM).
Why is CRM Important to Libraries?
Members CRM is an approach to handling a company's interaction with current and future customers. Libraries and resource centres today face new challenges in the form of smaller budgets, changing demographics and competition from the Internet and the media for the attention of their users. Just as businesses are realising that customer engagement is key to winning and retaining customers, libraries, too, need to realise the importance of customer engagement in retaining and increasing its user base. Engaged users can infuse libraries with innovative and relevant ideas, secure repeat use, and create willing evangelists to recruit other users.
A customer-centric approach via incorporating business CRM strategies to manage libraries and resource centres will help librarians to:
• Increase usage of resources and encourage repeat users
• Improve loyalty and create “evangelists” among users
• Better understand their user base, and anticipate present and future demand
What participants will learn?
*The importance of CRM
*Developing measures of customer engagement and fulfillment
*Identifying leadership responsibilities in CRM
*Developing a unique customer-centric approach
*Integrating CRM into operations and strategy
RM 600.00 for one person, RM 1650,00 for three persons, *PLF Library Members RM570.00 per person (Includes breakfast & lunch, training materials and certificate).
The programme is a very practical and applicable programme with an emphasis on tools and skills that you can apply immediately to your workplace. Class size will be kept small so sign up early to avoid disappointments! Hurry up and register BEFORE 13 April 2017!
We hope to see you on the 19 and 20 April!