LIAZ delivers a course on Customer Relations Management in the Digital Era

Fifty information professionals in Zambia benefit from the course.

Participants at the training

The Library and Information Association of Zambia (LIAZ) delivered a training course on Customer
Relations Management (CRM) in the Digital Era: A Practical Approach at Mika Convention Center, in Chongwe, from 28th February to 3rd March 2023.

The training attracted fifty-five librarians, records managers, archivists, and many other allied information professionals drawn from different institutions ranging from public/special libraries to financial organizations.

The training objectives were among others; to equip the trainees with skills that would help improve customer relationships, practice confidentiality and manage conflict of interest in line with their duty, apply ethics and ethical considerations in both private and public life. The training was also aimed at equipping participants with skills on how to use technology in securing both physical and electronic records, understand how to use Big Data Technology (BDT) for Archives and records management and understand and manage social media platforms.

Speaking when she officially opened the training, LIAZ president, Mrs. Mutinta Nabuyanda noted that the training was crucial especially since it was after the COVID-19 pandemic which created challenges for most of the institutions that were more dependent on physical service provision.

She noted that the overall objective of this training was to equip practitioners with the necessary skills, knowledge and business strategies to understand, anticipate and manage the needs of organizations’ current and potential customers, particularly in the digital era.

LIAZ President, Mrs Mutinta Nabuyanda
giving her opening remarks at the training 

The LIAZ president stated that the objectives of the Association were to build a body of knowledge in the art and science of librarianship, documentation and information science as well as to stimulate interest and promote the exchange of information and ideas.

“I wish to remind you that your organization has supported you to attend this training and expect positive change in the execution of your duties. Therefore, I urge all of you to take this training seriously and prove your worth in your organizations” Mrs. Nabuyanda e emphasized.

The Customer Relations Management training included lectures complemented with tutorials and practical lab sessions. The tutorials and lab sessions enabled and exposed learners to various technologies in securing both physical and electronic records, understanding how to use Big Data Technology (BDT) for Archives and records management and understanding and managing social media platforms.

Further, the computer-based demonstrations in labs enabled participants to apply the knowledge gained in lectures. To ensure that learners understood the lessons, directed exercises and assignments were allocated at regular intervals for completion in the labs and also outside of class.

Speaking at the end of the four-day training sessions, Workshop Facilitator, Mr Geoffrey Miti emphasised that CRM technologies was crucial as it enables the companies and organisations to understand customer behaviour better, predict their future, deliver customized customer experience, and establish long-term customer relationships.

Mr Miti observed that “In today’s market conditions, customers demand better service and expect more from companies. Companies require to understand the needs, preferences, and buying behaviour of customers; in order to plan and execute interactions that create the best possible experience for their customers. As such, responding to the needs of customers efficiently is important, adding that customers do not only expect fast response, but they also evaluate the performance of the company by looking at how well companies handle their needs”.

He hoped that the participants were going to put into practice what they learned during the four days training.

And Head Librarian, Zambia Statistics Agency (ZamStats), Ms Juliet Mumba, applauded LIAZ for organizing the training. 

“We have learnt a lot and will now go back to our workplaces and be able to apply what we have learnt. This training is one of its kind, well organized and motivating. To the LIAZ executive you have our support. Hope to have more of such training with gifted facilitators such as Mr Miti” she added.