Improvement of SD Negeri 2 Bojongmengger school library services by Customer Relationship Management (CRM) design

Abstract

The widespread COVID-19 pandemic has had an impact on the realm of education. The enactment of the Learning From Home (LFH) policy has reduced activities carried out in schools. The school library at SDN 2 Bojongmengger was also affected and began to have fewer visitors, even though limited face-to-face activities were re-implemented at school. Therefore, a Customer Relationship Management (CRM) strategy is needed to properly maintain the school library's function and role. CRM strategy is an effort to attract students and teachers as school library customers to visit the library. The method used in this service is the service improvement method with the results of research and development. With the potential and problem analysis process steps, data analysis, and product design. Based on the results that have been implemented, the results show that the design of the CRM strategy in the school library can be carried out conventionally first by collecting needs data, data processing, collection development, user education, competitions, and rewarding after that it can be carried out developing CRM in a digital direction through the use of media Instagram.