摘要
以客户关系管理理论为基础,探讨在网络环境下,高校图书馆建立以客户为中心的信息服务模式的可行性与必要性;阐述模式建立的原则、方法与策略;进一步论述适应客户主动性与可选择性所提供的个性化服务必需的技术基础及实施策略。
Based on customer relaticr.ship management （CRM）, this paper probed into the feasibility and necessity of establishing customer-centered information service mode in the library of Higher I.earning Institution, formulated the principle, method and strategy of establishing the mode, and further stated the technology basis and implementation strategy needed by the in- dividualized service provided to suit customer＇s initiative and optional.
出处
《现代情报》
2009年第11期62-67,共6页
Journal of Modern Information
关键词
CRM
高校图书馆
个性信息服务
信息技术环境
CRM
university library
individualized information service
the environment of information technology
