CUSTOMER RELATIONSHIP MANAGEMENT FOR LIBRARY AND INFORMATION UNITS
4 NOVEMBER 2004, LONDON
This workshop is designed to equip and inspire senior library and information professionals to lead their service in anticipating and satisfying the needs and demands of their customers through Customer Relationship Management (CRM).
BENEFITS OF ATTENDING
CRM brings together a number of customer-related ideas to provide an integrated approach to meeting customer needs. While it can be a challenging process, and can drive change across an organisation, successful CRM will give an organisation a broader outlook and lead to measurably increased efficiency and customer satisfaction.
Participants will learn what CRM is, what benefits and challenges it brings, and how it can be delivered within their own organisation.
BY THE END OF THIS WORKSHOP PARTICIPANTS WILL HAVE:
* knowledge of the key elements of CRM
* considered how this approach can benefit library and information units
* explored and practiced using analytical CRM tools and techniques
* created an action plan to address specific CRM issues
WHO SHOULD ATTEND?
Senior library managers who are responsible for service development.
WORKSHOP LEADER: TERRY KENDRICK
Terry is a marketing planner with an understanding of current library issues. He originally trained as a librarian and worked in the profession for over ten years. He now runs a number of training workshops for CILIP including a two-day course on Community Profiling.
PREVIOUS PARTICIPANTS FEEDBACK:
"Very good speaker - dealt with a complex subject in varied and interesting ways"
"Very authoritative"
PLACES ARE LIMITED TO: 16
RELATED WORKSHOPS:
Practical service planning techniques
PROGRAMME
9.00 Registration and coffee
9.30 Welcome and introduction
9.40 What is CRM?
10.00 CRM applications in libraries and information units: managing the customer life cycle
10.45 Coffee
11.00 Analytical CRM: customer knowledge, customer contribution to meeting goals, trend analysis, segmentation, profiling
1.00 Lunch
2.00 Balancing customer acquisition, retention and development
2.45 Customer contact management
3.30 Tea
3.45 Customer experience management
4.15 An action plan and checklist for CRM in libraries and information units
4.45 Discussion
5.00 Close
FEES:
CILIP personal members: £180 plus VAT (£31.50) £211.50
CILIP institutional members: £220 plus VAT (£38.50) £258.50
Non members: £250 plus VAT (£43.75) £293.75
HOW TO BOOK:
TO MAKE A CONFIRMED BOOKING:
Please print out and complete the booking form below and return it by fax to the Training & Development Department on 020 7255 0561, or post to: Training & Development, CILIP, 7 Ridgmount Street, London WC1E 7AE
TO PROVISIONALLY BOOK A PLACE:
To make a provisional booking simply telephone us on 020 7255 0560, textphone 020 7255 0505, email [log in to unmask] or visit this workshops web page at <http://www.cilip.org.uk/training_events/cilip_courses/c40601.html>
(Provisional bookings will be held for three weeks. A confirmed booking must be received within this period or your place may be lost.)
BOOKING FORM:
I would like to book a confirmed place on CUSTOMER RELATIONSHIP MANAGEMENT FOR LIBRARY AND INFORMATION UNITS 4 NOVEMBER 2004, LONDON
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PLEASE NOTE: cancellations received on the day will incur the full fee. If a cancellation is received in the seven working days prior to the event, 50% of the fee will be due.
CILIP keeps any personal information you supply for the purpose for which you have provided it. It is not passed to other organisations unless this is made explicit when you supply it or if we are legally required to do so. However the Institute may from time to time wish to send you information about other services or products it provides.
CILIP reserves the right to alter details or to cancel this event should the need arise. CILIP has provision for those in wheelchairs. Induction loops are also available.
CILIP, The Chartered Institute of Library & Information Professionals
Registered Charity no. 313014
Message sent by:
Iona Khan
Events Assistant, Training & Development
CILIP
7 Ridgmount Street
London
WC1E 7AE
Telephone: 020 7255 0560
Fax: 020 7255 0561
Email: [log in to unmask]
Visit our web pages at: www.cilip.org.uk/training <http://www.cilip.org.uk/training>
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