摘要
[目的/意义]探讨在高校图书馆中引入CRM模式,以提高图书馆信息资源利用率和服务效率。[方法/过程]依据高校图书馆运行规律,研究图书馆用户CRM模式和基本特征,并对图书馆用户进行分类分析,最后提出实现高校图书馆用户管理的基本措施。[结果/结论]利用CRM模式,通过用户档案管理系统了解用户的阅读趋势及特点,适时为用户提供个性化服务和阅读推广,有助于提高图书馆服务水平。
[Purpose/significance]The paper is to discuss the introduction of CRM mode into university libraries,so as to improve the utilization and service efficiency of university libraries.[Method/process]According to the operation rules of university libraries,the paper studies CRM mode of library user management and its basic characteristics,analyzes the classification of library users,and puts forwards the basic measures for realizing user management of university libraries.[Result/conclusion]It contributes to improve libraries＇ service by using CRM mode to help understand the users＇ reading trends and characteristics through user profiles management system,and timely provide the personalized service and reading promotion for users.
出处
《情报探索》
2017年第12期115-118,共4页
Information Research
基金
河南省教育厅人文社会科学资助项目"高校图书馆档案管理体系构建及应用研究(项目编号:2017-ZZJH-221)"成果之一
关键词
高校图书馆
客户关系管理
用户档案
战略规划
业务流程重组
自我管理
university library
customer relationship management
user profiles
strategic planning
business process reengineering
self-management
