Implementasi CRM (Customer Relationship Management) Di Perpustakaan Daerah Medan

Customer Relationship Management (CRM) is a management approach that places customers in process and implementation of the company's marketing strategy. The focus CRM Medan City library customers. What needed by customers, how to get used them, can maintain good relations with users, all collected provides satisfaction for users end everything able tailor users’ library. this study qualitative descriptive nature, data sources research are secondary primary. collection technique interview, analysis analysis, namely method describes results examining obtained from companies then compared various theories support problems. Based on conducted, conclusion form (Customer Management) increasing retaining accordance theory put forward Lukas (2001) there three dimensions, dimensions people, processes technology have been implemented properly. well two fundamental elements customer loyalty also run Regional Library.