CRM管理理念在高校图书馆管理中的应用——以中山大学图书馆为例

CRM in the College Library Management-Taking Sun Yat-sen University Library as an Example

客户关系管理理念在商业及公共服务领域的成功应用及积累的经验,能为高校图书馆的文献资源服务及管理提供借鉴。高校图书馆的服务及管理可利用CRM管理理念分析各类服务数据,应用CRM技术整合服务项目,重新规划服务流程,分析读者行为,实现个性化服务,一对一服务,定制导向型服务,提高读者的满意度,提高馆藏文献资源的使用率,为高校教学科研及人才培养提供最全面的文献信息资源保障。该文以中山大学图书馆服务管理为例,针对服务中存在的问题,利用CRM管理理念,梳理服务数据,规划服务流程,整合服务项目,以期实现图书文献资源服务效益的最大化。

The successful application and accumulated experience of customer relationship management concepts in the commercial and public service fields can provide reference for the literature resource service and management of university libraries.The service and management of university libraries can use the management concept of CRM to analyze various service data,integrate service projects using CRM technology,re-plan service processes,analyze reader behavior,achieve personalized services,one-on-one services,customized oriented services,improve reader satisfaction,improve the utilization rate of library literature resources,and provide the most comprehensive guarantee of literature information resources for teaching,research,and talent cultivation in universities.This article takes the service management of Sun Yat-sen University Library as an example.In response to the existing problems in the service,the management concept of CRM is used to sort out service data,plan service processes,and integrate service projects,in order to achieve the maximum efficiency of book and literature resource services.