Customer Relationship Management Practices among Librarians in Academic Libraries in Delta State.

Abstract

The study looked at the customer relationship management practices found among librarians in academic libraries in Delta State. Four research questions were raised to guide the study while the population of the study was 156 librarians. Instrument for data collection was a questionnaire and arithmetic mean was used to analyze data in respect of the research questions .The findings of the study revealed that respondents practiced two out of the four practices namely customer segmentation and customer interaction but did not practice customerization of services and customer lifecycle management. Based on the findings, it was concluded that generally the practice of customer relationship management in Delta State still leaves much to be desired and that academic libraries have not fully adopted the culture of customer orientation. Consequently, it was recommended among others that academic librarians and management should continuously work at improving the relationship with library customers by implementing CRM practices, evaluation of services already rendered and the use of CRM technologies to increase efficiency.