LibConnect: What Academic Libraries Need to Know About Implementing a CRM Platform.

CUSTOMER relations; LIBRARY orientation; USER interfaces; LIBRARIES; HUMAN services programs; WORKFLOW; COMMUNICATION; AUTOMATIC data collection systems; EMAIL

In the article, the authors discuss how academic libraries can conceptualize and implement a customer relationship management (CRM) system to improve their internal communication and the user experience. They cite as example the LibConnect CRM platform they established by Case Western Reserve University's Kelvin Smith Library (KSL). Also cited are the ways in which users can interact with libraries like interlibrary loan, research support, and digital scholarship projects.