运用CRM开展图书馆服务

Using CRM to Develop the Library Service

CRM是通过对客户信息资源的管理,来提高客户对企业产品和服务的满意度。企业的客户关系管理与图书馆的读者管理具有一定的相似性。本文深入理解了CRM的内涵,分析了运用CRM开展图书馆服务的必要性、可行性,以读者为中心,分别从读者信息的获取、挖掘及运用角度,具体讨论了CRM在图书馆服务中的应用,最后预测了将CRM运用于信息服务工作的前景。

CRM improves the customers＇ satisfaction to products and service of some enterprise by managing its customers＇ information resource. There are some comparabilities between customer relationship management and reader management. This paper goes deep into the meaning of CRM, analyzes the need and the feasibility of using CRM to develop the library service, focusing on the readers, elaborates the application of CRM in the library service from the point of view of obtaining, mining and using the readers＇ information, and in the end, it forecasts the future of the use of CRM in information service work.