Using customer relationship management systems at university libraries

A comparative study between Saudi Arabia and Egypt

Nehal Fouad, Najah Al-Goblan

Research output: Contribution to journalArticleResearchpeer-review

2 Citations (Scopus)

Abstract

Today, libraries stand in a difficult position that requires exerting efforts to prove their competitive abilities for attracting and satisfying their customers in a virtual environment that has various sources of information. This requires libraries to pay great attention to promoting customer relationship management with their customers for their knowledge development goal plans and strategies to achieve success amidst the current competitive circumstances. The current study aims at surveying the potential implementation of customer relationship management systems in university libraries. This happens through the introduction of the customer relationship management concept to university libraries, the implementation mechanisms of these systems, and the level of the libraries’ tendency to adopt them. In addition, the current study surveys the obstacles that confront customer relationship management systems usage in university libraries in Saudi Arabia and Egypt.

Original languageEnglish
Pages (from-to)158-170
Number of pages13
JournalIFLA Journal
Volume43
Issue number2
DOIs
Publication statusPublished - 1 Jun 2017

Fingerprint

Saudi Arabia
Egypt
customer
university
management
source of information
ability
knowledge

Keywords

  • CRM
  • customer relationships
  • information systems
  • university libraries

Cite this

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Using customer relationship management systems at university libraries : A comparative study between Saudi Arabia and Egypt. / Fouad, Nehal; Al-Goblan, Najah.

In: IFLA Journal, Vol. 43, No. 2, 01.06.2017, p. 158-170.

Research output: Contribution to journalArticleResearchpeer-review

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