客户关系管理的科技查新服务研究-中国科技资源导刊.pdfVIP

中国科技资源导刊 ISSN 1674-1544 CHINA SCIENCE TECHNOLOGY RESOURCES REVIEW 2016 年9 月 第48 卷第5 期　105-110 ISSN 1674-1544 Vol.48 No.5 105-110, Sep. 2016 客户关系管理的科技查新服务研究 孙玉玲等陈 芳 闫亚飞 董 璐 （中国科学院文献情报中心，北京 100190 ） 摘要：从科技查新服务的实践出发，探讨客户关系管理在查新服务管理中的应用。通过总结目前科技查新服务的 创新模式，论述基于客户关系管理的查新服务的特点和优势。认为科技查新服务中实施客户关系管理的目标是转变科 技查新被动服务的局面，挖掘价值用户以提供增值服务，进而提升科技查新服务价值。本文从客户分析、客户满意度 与忠诚度管理、客户关系保持与发展以及价值客户的发现四个方面探讨了服务模式构建的思路，并以中科院文献情报 中心科技查新服务为案例，讨论服务实践及效果。 关键词：图书馆；增值服务；关系管理；忠诚度；满意度 中图分类号：G354 ；G252.7 文献标识码：A DOI ：10.3772/j.issn.1674-1544.2016.05.016 Research on the Practice of Sci-tech Novelty Search Service Based on the Customer Relationship Management SUN Yuling, CHEN Fang, YAN Yafei, DONG Lu (National Science Library, Chinese Academy of Sciences, Beijing 100190) Abstract: The application of CRM, customer relationship management, in sci-tech novelty search service management is discussed. The paper discusses the relation between sci-tech novelty search and customer relationship management. By summarizing the innovation mode of the current sci-tech novelty search service, this paper discusses the characteristics and advantages of the new service based on customer relationship management. The goal of the implementation of customer relationship management in sci-tech novelty search service is to change the situation of passive service, and mine the value of users to provide value-added services, and then to promote the value of sci-tech novelty search service. The CRM service including four aspects: the customer analysis, customer satisfaction and loyalty management, customer relationship maintenance and development, as well as the value of customer discovery. Taking the sci-tech novelty search service of National Science of Library, CAS as a case, the service practice and effect are discussed. Keywords: library, value added se