Study Guide

Objective

The student is able to
- define factors influencing customer behaviour and changes in it
- recognise the different customer groups of library and information service organisations, their infomration needs, and motives related to customership
- plan the way customer information should be collected and utilised at the library
- consider the operations and service development of a library from the perspective of customer-orientation and customer cooperation and recognise the features of a customer-oriented organisational culture
- renew concepts of customer work
- explain the role of customer relationship management as a modus operandi of the organisation
- define the key concepts and tools of customer relation management

Content

- customer relation management and related concepts
- different ways to consider customerships
- customer strategy, goals, indicators and evaluation related to customerships
- target groups and partnerships
- acquisition and exploitation of customer data
- customer cooperation and involving customers in participation

Materials

Almgren, Päivi, Jokitalo, Päivi (toim.) Kirjasto 2012 : asiakkaan asialla. Avain, 2011
Other materials will be handed out at the beginning of the course.

Evaluation scale

1-5

Assessment criteria, satisfactory (1)

1 to 2
The student is able to list the key areas and goals of customer relation management. The student recognises the key concepts of customer relation management and their content. The student is able to explain the importance of target-group thinking and customer data for customer relation management.

Assessment criteria, good (3)

3 to 4
The student is able to analyse customer relation management and it role for the development of operations. They understand customer strategy and are able to choose suitable customer targets, forms of engagement in participation and ways of collecting customer data for different customer groups. The student is able to mention new opportunities for customer relationship management.

Assessment criteria, excellent (5)

5
The student is able to analyse the present state of customer relation management and the prospects of customer-oriented operations in various ways. They can also explain their importance for the development of library operations. The student is able to implement forms of customer cooperation and the collection and utilisation of customerdraft a customer strategy, define the customer objetives, and consider the related indicators and evaluation methods.

Qualifications

The course of Customer service