共查询到18条相似文献，搜索用时 171 毫秒
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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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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
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文章比较物联网与读者关系管理(图书馆CRM)的内涵与体系结构,指出物联网能够跨越多个渠道收集最详细的读者信息,弥补图书馆CRM的不足,成为实现图书馆CRM的助推器。提出如何构建物联网环境下读者关系管理的创新体系。 相似文献
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CRM在公共图书馆中的应用 总被引：1，自引：0，他引：1
公共图书馆作为我国图书馆系统的重要组成部分,在社会教育和信息服务中发挥着极其重要的作用.因其服务对象具有广泛性和复杂性的特点,如何针对不同的服务对象提供优质高效的信息服务对公共图书馆来说是一个严峻的挑战.因此,在公共图书馆中引入CRM无疑是一种有益的尝试.对公共图书馆实施CRM提出了的具体方案. 相似文献
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阐述了CRM理论的概念、核心思想与功能,分析了高校图书馆社会化媒体服务现状,提出CRM理论适用于高校图书馆社会化媒体服务的优势,最后着重探讨基于CRM理论的高校图书馆社会化媒体服务创新策略. 相似文献
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CRM与图书馆服务创新 总被引：1，自引：0，他引：1
从CRM产生背景及其内涵入手,揭示了CRM中客户第一竞争资源理念及以客户为中心的服务模式等给图书馆服务创新带来的有益启示。同时,结合数据仓库、数据挖掘等技术,对图书馆的服务创新体系作详细探讨。 相似文献
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构建图书馆现代化CRM系统 总被引：7，自引：1，他引：7
将CRM(用户关系管理)理念引入图书馆，论述CRM如何与图书馆的发展相融合，图书馆CRM系统的组成与功能以及图书馆CRM系统的实现等问题。 相似文献
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孙向丽 《图书馆工作与研究》2011,(7)
本文在对CRM的基本概念和内涵进行分析的基础上,探讨CRM引入到医学图书馆知识服务研究的可行性;并结合CRM理论,制定医学图书馆知识服务体系建设的原则、目标与策略。 相似文献
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基于CRM的图书馆可持续发展研究 总被引：6，自引：0，他引：6
本文简要概述了新时代图书馆可持续发展面临的新抉择 ,阐述了CRM与图书馆可持续发展的关系 ,提出了加强图书馆CRM推进图书馆事业可持续发展的对策 相似文献
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用户信息在图书馆工作中的应用 总被引：13，自引：0，他引：13
本文分析了用户信息的概念以及它与图书馆工作的关系，强调了用户信息在图书馆价值链各个环节的重要作用，指出目前用户信息在图书馆工作中应用时存在的问题。并借鉴企业CRM方法提出了解决的方案，同时客观指出实施该方案将遇到的三个障碍。 相似文献
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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
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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
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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
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客户关系管理理论在图书馆的应用 总被引：10，自引：1，他引：9
随着数字时代的来临，图书馆商业化进程显著加快，图书馆如何在未来的竞争中求得发展，客户关系管理显得尤为重要。本文主要介绍了客户关系管理的由来，目的，主要功能以及对图书馆管理所起的作用。 相似文献
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[目的/意义]参与机构科研信息管理是图书馆潜在的服务模式，梳理科研信息管理相关内涵与外延，分析图书馆参与科研信息管理的相关理论，旨在为图书馆参与机构科研信息管理提供借鉴。[方法/过程]利用文献调研法、比较分析法及典型案例分析法进行研究，分析科研信息管理的意义、应用，分析图书馆参与科研信息管理的优势以及对图书馆的意义，解读图书馆在科研信息管理中的角色，以部分国外图书馆为例，介绍其参与所属机构科研信息管理的实践。[结果/结论]机构科研信息管理系统建设需要高效整合分散分布于科研机构内外不同部门、不同系统的科研信息，是一项需要跨部门协同合作的系统工程，国内高校图书馆在参与机构科研信息管理系统建设时，应利用自身的信息管理专长，向各利益相关方传递科研信息管理的本质及理念，构建基于科研信息管理系统的多元化数据应用及服务体系。 相似文献
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