共查询到19条相似文献，搜索用时 156 毫秒
1.
分析了客户关系管理的内涵和个性化信息服务的概念与特征,阐述了个性化信息服务实行客户关系管理的必要性和可行性,并进一步论述了客户关系管理在个性化信息服务中的应用。 相似文献
2.
浅析在高校图书馆管理中的客户关系管理 总被引：2，自引：1，他引：1
对高校图书馆管理中的客户关系管理进行了探讨。图书馆引入客户关系管理理论,有助于满足读者个性化信息服务要求,有利于降低成本、提高资源利用率,能有效促进图书馆管理效率和服务水平的提高;图书馆管理理念与客户关系管理的基本思想是一致的,图书馆的管理存在着对CRM的客观要求,图书馆基础设施的改善为CRM的实施创造了良好的条件;图书馆引入客户关系管理应培育“以读者为中心”的管理理念,建立基于读者需求的数据库,选择重点客户实行差异化服务,按照CRM的管理原则梳理业务流程,实施流程重组。 相似文献
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论图书馆个性化信息服务 总被引：2，自引：2，他引：0
图书馆开展个性化信息服务是时代对图书馆的呼唤,是图书馆自身生存与发展的需要,是图书馆优化资源配置的有效手段之一,总之有利于图书馆更好地满足用户的文献信息需求。图书馆开展有效的个性化信息服务就要树立“以人为本,用户至上”的人文关怀服务理念。图书馆个性化信息服务模式有网络定题服务、个性化定制服务、个性化互动服务、个性化信息推送服务、个性化知识服务等。图书馆开展个性化信息服务应培养专家型的个性化信息服务人员、建立流畅互通的信息交流渠道、加强个性化信息服务对象的隐私权保护、注重服务效率与服务反馈。 相似文献
4.
CRM:顺应图书馆发展趋势的选择 总被引：7，自引：0，他引：7
杜道群 《图书馆工作与研究》2006,(2):82-84
把客户关系管理(Customer Relationship Management,CRM)系统引入图书馆,是图书馆工作实现向“以读者为中心”模式转变的有力措施。图书馆的CRM主要是整合分散在图书馆内各个部门的读者信息,实现读者信息共享,完成读者资源的统一管理,使整个图书馆以统一的形象面对读者;整合读者与图书馆的联系渠道,使读者能够方便、简单地与图书馆联系,为读者提供个性化服务;对图书馆的读者服务效果进行评估,并通过评估结果继续分析读者信息,挖掘其潜在的信息需求,对服务活动进行修正。 相似文献
5.
高校图书馆个性化信息服务所存矛盾及对策研究——以南京8所高校图书馆个性化服务开展情况为例 总被引：3，自引：0，他引：3
指出高校图书馆实施个性化信息服务的矛盾:主要从丰富的文献资源与严重的信息困境、用户的个性化需求与管理的思想局限性、馆员素质的不断提高与不均衡发展、个性化服务和传统服务模式、特色发展和相互合作5方面进行阐述;并针对现状就高校图书馆开展个性化服务的改革策略提出了个人见解。 相似文献
6.
图书馆个性化服务,产生于读者的个性化需求,即图书馆根据读者的知识结构、信息需求,而主动为用户提供其可能需要的信息和服务。现代图书馆的作用,就是为了给读者提供准确、快速的信息,而建立起一个庞大的文献信息资源保障体系,以满足用户对个性化的信息检索的需要。本文就是初步探讨作为医学图书馆改变以往封闭式管理与服务的方式,利用数字化图书馆模式将服务领域向读者延伸凭借资源丰富的优势,开展个性化服务的问题。 相似文献
7.
图书馆个性化信息服务模式研究 总被引：38，自引：0，他引：38
分析了图书馆个性化信息服务的内涵及开展个性化服务模式研究的重要性，设计了图书馆个性化服务模型图，并通过文献调查统计总结国内图书馆个性化服务现状，提出了高校图书馆开展个性化服务模式研究的几点建议。 相似文献
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9.
黄霏嫣 《中国科技资源导刊 (中国信息导报)》2007,(8):18-21
文献信息资源个性化服务是指能够满足用户个人信息需求的一种服务,它能根据用户的个性特点及特定要求主动向用户提供有针对性的、集成的信患内容。本文论述了在网络环境下图书馆个性化信息服务的特征、有利条件以及图书馆开展个性化信息服务的方法。 相似文献
10.
张洪艳 《图书馆工作与研究》2011,(7)
图书馆联盟用户管理系统引入客户关系管理理论,能够满足用户个性化信息需求,降低各成员馆用户管理成本、提高资源利用率,促进用户管理效率和提高服务水平。由于客户关系管理以Internet作为基础架构,基于Web2.0技术以及维基经济学理论的图书馆联盟用户管理系统提倡用户自我管理,鼓励用户参与用户管理。 相似文献
11.
分析图书馆知识管理与个性化知识服务之间的关系,提出基于知识管理的高校图书馆个性化知识服务的实施措施。 相似文献
12.
图书馆客户知识管理模式研究 总被引：5，自引：1，他引：4
探讨图书馆服务对象从读者、用户到客户的变化,辨析图书馆客户关系管理、图书馆知识管理与图书馆客户知识管理的不同,设计并解析由知识获取、知识组织、知识交互和知识应用四种主要活动与关系管理、技术管理、服务管理和机会管理四种辅助活动组成的图书馆客户知识管理模式。 相似文献
13.
本文分析了客户关系管理的概念、内容及方法,并探讨了如何将客户关系管理应用于图书馆联盟用户管理中,改善图书馆联盟用户管理方法,从而提升图书馆服务质量,提高图书馆竞争力。 相似文献
14.
Piyawan Siriprasoetsin Kulthida Tuamsuk Cholabhat Vongprasert 《International Information and Library Review》2013,45(4):221-229
This study investigates and analyzes the factors affecting customer relationship management (CRM) practices in Thai academic libraries. The research conceptual framework focuses on factors affecting CRM practices was developed using Combe (2004)’s study on assessing CRM strategies. Mixed methods, qualitative, and quantitative approaches were used as a research methodology. Data was collected by using the interview and survey techniques with the administrators, staff and customers of six selected academic libraries in Thailand. Analysis of the data was done by using Pearson’s correlation coefficient, factor analysis, and multiple regression analysis. The results of the study show that factors that have statistically significant impact on CRM practices in Thai academic libraries at 0.05 level were: (1) the knowledge and understanding of CRM of library staff and leadership of library administrators (Beta = 0.762), (2) organizational culture and communication (Beta = 0.323), (3) customer management processes (Beta = 0.318), (4) technology for supporting customer management (Beta = 0.208), and (5) channels for library services and communications (Beta = 0.150). The knowledge and understanding of CRM of library staff and leadership of library administrators which include the perception and awareness of service quality focusing on customer relationship is a key to library success. Important factors also include the acceptance and support of the use of CRM in the library, the clear vision and mission about using CRM in the library strategic plan, the knowledge and understanding of library staff on CRM processes, customer characteristics, and behaviors. The organizational culture and communication factors involve the creation of the CRM cultures of working in the library, good teamwork, cooperative and clear working agreements, clear roles and responsibilities, good communication between library staff, cross library functional integration, and performance evaluation and development. The customer management processes factor includes recording and registration of customer profiles, customer analysis and classification, services to individual customers, services to expected customers, and continual customer interactions. The technology for supporting CRM factors includes communication technology, information technology, and operations support technology. The channels for library services and communications factors can be direct channels, such as a service counter and self-circulation service, and indirect channels such as telephone, call center, email, personal web, library web, and social networking technology. Suggestions for academic libraries on the development and implementation of CRM in libraries are: (1) CRM must be included in the library strategic plan; (2) CRM must be a key strategy for the improvement of library service quality; (3) library administrators must have strong leadership for achieving the effectiveness of CRM practices in the library; (4) library staff must have good knowledge and understanding of CRM and its link to the library service quality improvement; (5) the working cultures for CRM effectiveness such as teamwork, cross functional work, and good communication between staff must be encouraged and practiced in the library; and (6) technology must be fully supported for CRM in the library. 相似文献
15.
Factors affecting customer relationship management practices in Thai academic libraries 总被引：1，自引：0，他引：1
Piyawan Siriprasoetsin Kulthida Tuamsuk Cholabhat Vongprasert 《International Information and Library Review》2011,(4):221-229
This study investigates and analyzes the factors affecting customer relationship management (CRM) practices in Thai academic libraries. The research conceptual framework focuses on factors affecting CRM practices was developed using Combe (2004)’s study on assessing CRM strategies. Mixed methods, qualitative, and quantitative approaches were used as a research methodology. Data was collected by using the interview and survey techniques with the administrators, staff and customers of six selected academic libraries in Thailand. Analysis of the data was done by using Pearson’s correlation coefficient, factor analysis, and multiple regression analysis. The results of the study show that factors that have statistically significant impact on CRM practices in Thai academic libraries at 0.05 level were: (1) the knowledge and understanding of CRM of library staff and leadership of library administrators (Beta = 0.762), (2) organizational culture and communication (Beta = 0.323), (3) customer management processes (Beta = 0.318), (4) technology for supporting customer management (Beta = 0.208), and (5) channels for library services and communications (Beta = 0.150). The knowledge and understanding of CRM of library staff and leadership of library administrators which include the perception and awareness of service quality focusing on customer relationship is a key to library success. Important factors also include the acceptance and support of the use of CRM in the library, the clear vision and mission about using CRM in the library strategic plan, the knowledge and understanding of library staff on CRM processes, customer characteristics, and behaviors. The organizational culture and communication factors involve the creation of the CRM cultures of working in the library, good teamwork, cooperative and clear working agreements, clear roles and responsibilities, good communication between library staff, cross library functional integration, and performance evaluation and development. The customer management processes factor includes recording and registration of customer profiles, customer analysis and classification, services to individual customers, services to expected customers, and continual customer interactions. The technology for supporting CRM factors includes communication technology, information technology, and operations support technology. The channels for library services and communications factors can be direct channels, such as a service counter and self-circulation service, and indirect channels such as telephone, call center, email, personal web, library web, and social networking technology. Suggestions for academic libraries on the development and implementation of CRM in libraries are: (1) CRM must be included in the library strategic plan; (2) CRM must be a key strategy for the improvement of library service quality; (3) library administrators must have strong leadership for achieving the effectiveness of CRM practices in the library; (4) library staff must have good knowledge and understanding of CRM and its link to the library service quality improvement; (5) the working cultures for CRM effectiveness such as teamwork, cross functional work, and good communication between staff must be encouraged and practiced in the library; and (6) technology must be fully supported for CRM in the library. 相似文献
16.
网络环境下文献信息服务的若干创新点 总被引：62，自引：3，他引：59
与国外图书馆相比,我国图书馆的网上文献信息服务还存在不小的差距。本文提出深化和拓展文献信息服务的几个创新点,包括改进OPAC、加强参考咨询、改革流通系统、提供个性化的服务、实行集成信息服务、完善用户服务体系等。 相似文献
17.
图书馆客户关系管理的可行性分析 总被引：10，自引：0，他引：10
本文分析了客户关系管理在图书馆实施的必要性和可行性，认为客户关系管理是实现图书馆向“以用户为中心”模式转变的有力措施，并论述了图书馆实施客户关系管理的方法与策略。 相似文献
18.
基于知识管理的数字图书馆个性化服务机制研究 总被引：11，自引：0，他引：11
介绍了知识与知识管理的相关基本概念以及应用于用户服务所带来的前景，分析了数字图书馆个性化服务的具体表现，提出一种基于知识管理的数字图书馆个性化服务系统模型，并对数字图书馆个性化服务进一步研究工作的方向进行了展望。 相似文献
19.
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。 相似文献