CUSTOMER RELATIONSHIP MANAGEMENT FOR THE PUBLIC LIBRARY SECTOR - NEW
24 November 2005, London
This workshop is designed to equip and inspire senior public library managers 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 public libraries
* explored and practised using analytical CRM tools and techniques
* created an action plan to address specific CRM issues.
WHO SHOULD ATTEND?
Senior public library managers who are responsible for service development.
WORKSHOP LEADER: TERRY KENDRICK
Terry Kendrick originally trained as a librarian and after a career in Gloucestershire, Northumberland, Norfolk and Essex moved into marketing planning in 1987. Since then he has worked on marketing planning assignments in seventeen different countries for over fifty organisations - private and public sector.
PLACES ARE LIMITED TO: 16
RELATED WORKSHOPS:
Marketing communications for the public library sector
Marketing planning for the public library sector
Segmentation for the public library sector
PROGRAMME
9.15 Registration and coffee
9.45 Welcome and introduction
9.55 What is CRM?
10.15 CRM applications in public libraries and information units: managing the
customer life cycle
11.00 Coffee
11.15 Analytical CRM: customer knowledge, customer contribution to meeting goals, trend analysis, segmentation, profiling
1.15 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: £195 plus VAT (£34.13) £229.13
CILIP institutional members: £235 plus VAT (£41.13) £276.13
Non members: £270 plus VAT (£47.25) £317.25
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 workshop's web page at http://www.cilip.org.uk/training/training/mf/custrelationmanagementpls.htm
(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:
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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.
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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:
Jodie Angel
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
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