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Research on Public Library Customer Relationship Management

Author: ZhangXiaoNa
Tutor: LouCeQun
School: Central China Normal University
Course: Information Science
Keywords: Public Library Customer Relationship Management Customer Analysis Customer Development Customers to maintain Customers using
CLC: G258.2
Type: Master's thesis
Year: 2009
Downloads: 239
Quote: 0
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Abstract

The 21st century, the new economy, the network economy, e-commerce, EPR, CRM, SCM and a series of economic and business management of the new term, a new concept filled with a variety of media at home and abroad, so that people feel dazzled, the future is full of fantasy. The essence of the market economy is competition, organization (enterprise) always invincible in a rapidly changing market environment, we must rely on modern management ideas and management models, effective internal and external resources of the organization (enterprise) integration. Today, state-of-the-art computer network and management software has play an active role in the organization (enterprise) internal resource integration and external resource integration. They not only changed the management and operations of the organization (enterprise) mode, has a direct impact on the competitiveness of the organization (enterprise). Information age, the public library service is facing serious challenges: the lack of new ideas, the status and role of the public library customers access to information is weakened backward part of the concept of public libraries, resource services. The rise of many information service agencies, and public libraries compete for customers. The public library has always been considered not commercial factors began introduction of commercial competition mechanism, its position in the market economy under the impact of volatile ups and downs. The emergence of the concept of CRM adds a new breath to the \Not only to meet customer expectations, but to exceed our customers' expectations; must not only be a one-time service, and continuous service to be carried out. In the introduction of customer relationship management (CRM), information services by providing specialized and personalized services, greatly to meet the information needs of customers, the information service to play its due role, it contributed to the information services according to market principles action, is an information service work under the new situation, the new model of a concern. Public library institutions of this nature, it should seriously think about how to combine information technology with traditional library management, effective use of customer relationship management, entrepreneurial means to manage the institutions, in order to improve the social and economic benefits This is what this paper to explore the center of gravity. The necessity and feasibility of the implementation of customer relationship management by analyzing the public library on the implementation of the four areas of customer management - analyze customer development customers, maintain customer use of customers, customer relationship management, study public libraries, to solve customer information data gaps, strengthen communication with customers, improve customer satisfaction and loyalty, and thus better to increase the number of customers, improve the efficient use of resources, and ultimately to the library to get a win-win situation with customers through such a benign interaction.

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CLC: > Culture, science,education, sports > Information and knowledge dissemination > Library science,librarianship > Various types of libraries > Public Library
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