Customer Relationship Management in library environment

One of the fundamental principles of customer relationship management is that all customers differ from each other. They need different services and they use the services for different purposes. If we want to apply this principle in the library environment, libraries as customers need a flexible information system that can be adapted to their special needs. Each library needs customized data structure, display options and search possibilities within the same library integrated system. This paper presents PIVOTAL, a CRM system used by Ex Libris.