CRM system is very important option in libraries. Namely, libraries as educational institutions have mission to gather, process, store and make access to information and that's why they must make their services better and attract new customers as well as keep existing users. CRM implementation can contribute to development of better libraries’ services according to many studies as for example is research conducted in academic library. Namely, the main advantage of CRM implementation in libraries can be seen in their efficiency.
Suggestion for academic libraries on development of CRM in libraries are: (1) CRM must be included in the library strategic plan, (2) CRM must be a key strategy for the improvement of library service quality (3) library administrators must have strong leadership for achieving the effectiveness of CRM practices in the library (4) library staff must have good knowledge and understanding of CRM and its link to the library service quality improvement, (5) the working cultures for CRM effectiveness such as team working, cross functional work, and good communication between staff must be encouraged and practiced in the library, and (6) technology must be fully supported for CRM in the library.
