大学图书馆客户关系管理分析.doc

大学图书馆客户关系管理分析 摘 要 随着我国高等教育的蓬勃发展，高等学校图书馆近年来也快速成长。“高等学校图书馆是学校的文献信息中心”，“高等学校应积极采用现代技术，实行科学管理，不断提高业务工作和服务水平，最大限度满足读者的需要，为学校的教学和科学研究提供切实有效的文献信息保障”。服务对图书馆的重要性亦与日俱增，这就要求高校图书馆全部工作出发点是为读者服务，为读者提供优质的服务，最大限度满足读者需要。本论文运用客户关系管理理论和图书馆实践相结合的方法，有效地解决大学图书馆的实际问题，具有一定的应用价值。提升大学图书馆“以读者为中心”的服务理念，以最终达到提高大学图书馆服务的能力和质量的目的。也为同类院校进行“图书馆服务读者”的实践研究提供经验和借鉴。 关键字:客户关系管理；CRM；大学图书馆；信息服务University of Science and Technology Liaoning Library CRM Analysis Abstract With the higher education flourishingly develops in our country,the library of higher learning institution grows up in recent years also rapidly. “The library of higher learning institution is the school document communication center”,”the library of higher learning institution should adopt the modern technology actively,put scientific management into praction,improve quality of business job and the standard of service unceasingly to meet the reader’s demands with farthest,and provide with the practical effective document information guarantee for school teaching and study of science ”.The significance of serving to the library also increases with each passing day,which requires that the starting point all colleges and universities library jobs is to serve for reader ,provide reader with high grade service,and meet reader’s requirements with farthest.This thesis wields the method of combining Customer Relationship Managemengt theory and the library praction each other to resolve actual problem with the library of University of science and Technology Liaoning effectively,and has a certain application value effectively. University of Science and Technology Liaoning library to life the service idea of centering on reader form University of Science and Liaoning Technology and reach the purpose improving the ability and Quality of service from library ultimately，which also provide demonstration and experience for same kind universities and eolleges to actual researeh” library serves for reader”. Key words：Customer Relationship Management; CRM;