Gestão de relacionamento com os interagentes: protótipo de um sistema de CRM para bibliotecas

The technological tools are of paramount importance for the development of the libraries of the future. In view of this, it is interesting to improve this field by presenting a tool already known in the marketing area, Customer Relationship Management (CRM), in order to use it in library management. This research aims to develop a prototype from a Customer Relationship Management (CRM) tool, adapting it to the relationship of libraries with their interactors. As methodology was the exploratory-descriptive case study with a qualitative approach, based on the Sugar CRM tool operationalized for UDESC's university library. It was identified that the SugarCRM tool as an open source technology can collaborate to improve the relationship of the library with its interactors, from the adaptation of the modules: creation of contacts, creation of campaigns, creation of management of occurrences, reports and monitoring. Brazilian libraries can develop mechanisms through open source tools to adapt their products and services, with the interacting agent as a focus when aiming to become libraries of the future.