Customer Relationship Management (CRM) practices in Libraries: a comparative study between Melaka Public Library & Multimedia University Library / Normahizah Mahat

Customer Relationship Management (CRM) is not new in organization, company, and firms. This term is always being used for organization to reflect the relationship between the organizations with their customers. As the customers are the essential assets to the organizations, they have to identify the potential customers. This situation happen in any business based organization, in other words where the organizations always deal with the customers. How about the information center such as the library? How the concept of CRM is implemented in libraries, no regard what type the libraries are? Is there any CRM practices libraries. This study will discover the CRM practices in two libraries chosen; Me/aka Public Library and Multimedia University Library. The concept of CRM is always remain the same; it is about the relationship between customers and organization. Even this two types of libraries carrying different functions and differ from its type but the main concern is about the CRM Practices in libraries. CRM can't stand alone without Knowledge Management (KM). CRM is part of KM. Detail explanation is discovered in this study.