Selection and implementation of a Customer Relationship Management (CRM) program to track patron interactions

Megan Nunemaker, Kimberley Barker & Ellen Ramsey
Objectives: We sought to select a customer relationship management (CRM) tool in order to better track interactions with patrons and know where library connections in our clinical, research, and educational departments are strong or weak. Methods: A requirements document was drafted, and several CRMs were identified as possible solutions. Four CRMs were tried by the authors of this paper, and the requirements matrix was updated after each trial. The authors reached a consensus, and a...
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