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概述国内外图书馆客户关系管理研究现状,阐述图书馆引入CRM的必要性与运用CRM的目标。在剖析CRM的理论基础与运行机制的基础上,构造基于CRM的图书馆信息服务模型,并对CRM在图书馆信息服务中的应用分别给出在管理机制、业务发展和技术系统层面的建议。
Summarizes the current situation of domestic and international library customer relationship management research, elaborates the necessity of introducing CRM into libraries and the goal of using CRM. Based on the analysis of the theoretical foundation and operating mechanism of CRM, this paper constructs a model of library information service based on CRM, and gives some suggestions on the management mechanism, business development and technology system of CRM application in library information service respectively.