【導(dǎo)讀】隨著我國(guó)高等教育的蓬勃發(fā)展，高等學(xué)校圖書(shū)館近年來(lái)也快速成長(zhǎng)。有效的文獻(xiàn)信息保障”。服務(wù)對(duì)圖書(shū)館的重要性亦與日俱增，這就要求高校圖書(shū)館全部。工作出發(fā)點(diǎn)是為讀者服務(wù)，為讀者提供優(yōu)質(zhì)的服務(wù)，最大限度滿足讀者需要。用客戶關(guān)系管理理論和圖書(shū)館實(shí)踐相結(jié)合的方法，有效地解決大學(xué)圖書(shū)館的實(shí)際問(wèn)題，具有一定的應(yīng)用價(jià)值。提升大學(xué)圖書(shū)館“以讀者為中心”的服務(wù)理念，以最終達(dá)到提高。究提供經(jīng)驗(yàn)和借鑒。

　　

【正文】 雙贏。但要想建立適應(yīng)讀者需要的圖書(shū)館服務(wù)體系，健全、完善圖書(shū)館與讀者之間的服務(wù)理念，提高圖書(shū)館服務(wù)的能力和質(zhì)量，并不是一蹦而就的，也不是一勞永逸的，它需要大量基礎(chǔ)性工作的積淀 （ 如讀者信息的收集、整理、加工等 ） ，需要隨著時(shí)代的進(jìn)步，環(huán)境的變革，依靠系統(tǒng)內(nèi)部諸多要素永無(wú)止境地努力。另外，由于時(shí)間和精力的有限，還未進(jìn)行更 加深入的研究，基礎(chǔ)數(shù)據(jù)需要進(jìn)一步分析、整合。 本科生畢業(yè)設(shè)計(jì) （ 論文 ) 第 23頁(yè) 致 謝 本篇論文得以順利完成，得到了工商學(xué)院王 老師 的悉心指導(dǎo)。在論文編寫(xiě)期間，從論文選題確定、寫(xiě)作方向、文字撰寫(xiě)、修改、潤(rùn)色和最后定稿，都得到了王 老師 極大的幫助，尤其是在論文后半部分寫(xiě)作遇到瓶頸時(shí)，是他的指點(diǎn)使得我茅塞頓開(kāi)。在多次討論中，他給我提出不足，使得我的論文不斷向著好的方向發(fā)展。王老師治學(xué)嚴(yán)謹(jǐn)和待人誠(chéng)摯都使我受益匪淺，在此，特向他致以衷心的感謝。 同時(shí)感謝給予我支持和幫助的電子商務(wù)專業(yè)同一論文組的同學(xué)們，在論文編寫(xiě)期間，我們相互交流，相互幫助。還要感 謝與我朝夕相處的室友，我們之間親似家人的感情使我在異鄉(xiāng)感到無(wú)限的溫暖。 在大學(xué)階段即將結(jié)束之際，我衷心感謝四年來(lái)給過(guò)我?guī)椭母魑焕蠋熀屯瑢W(xué)，今天我獲得的成績(jī)離不開(kāi)你們的關(guān)懷。 最后也感謝在本論文編寫(xiě)過(guò)程中參考的諸多著作和文獻(xiàn) (如參考文獻(xiàn)所列 )的作者們，這些文獻(xiàn)給了我不少啟發(fā)，在此表示感謝。 謝謝大家！ 本科生畢業(yè)設(shè)計(jì) （ 論文 ) 第 24頁(yè) 參考文獻(xiàn) [1] 葉開(kāi) ． 中國(guó) CRM 最佳實(shí)務(wù) [M]． 電子工業(yè)出版社， 2020:818. [2]盧云．基于 CRM 的圖書(shū)館可持續(xù)發(fā)展研究 [J]．圖書(shū)情報(bào)知識(shí)， 2020， 4（ 4） :6061. [3]杜道群． CRM 順應(yīng)圖書(shū)館發(fā)展趨勢(shì)的選擇 [J]．圖書(shū)館工作與研究， 2020， 2（ 2） :2023. [4]鄭大慶，張立厚，高京廣．引進(jìn) CRM開(kāi)創(chuàng)圖書(shū)館服務(wù)新局面 [J]．圖書(shū)館論壇， 2020，31（ 2） :4446. [5]王蔚．如何在公共圖書(shū)館運(yùn)用客戶關(guān)系管理 [J]．科技資訊． 2020， 3（ 5） :3132. [6]魏勝 .可旺公司客戶關(guān)系管理及其系統(tǒng)實(shí)施研究 [D].華中科技大學(xué) ,2020. [7]邵家兵，等．客戶關(guān)系管理理論與實(shí)踐 [M]．北京：清華大學(xué)出版 社 ,2020： 7778 [8]周武華 .圖 書(shū)館人文環(huán)境與讀者工作互動(dòng) [J].河南圖書(shū)館學(xué)刊， 2020（ 6） ： 6870. [9]李華婷 .高校圖書(shū)館館員與讀者之間的互動(dòng)效應(yīng) [J].安陽(yáng)師范學(xué)院學(xué)報(bào)， 2020（ 1） ：8889. [10]Weihng Ke， Kwok Kee weir． Successful E—government in Singapore： How did Singaporemanage to get most of its pubhc servicesdeliverable online Communications of tIleACM． 2020， （ 6） ． [11]王廣宇 .客戶關(guān)系管理（ CRM）網(wǎng)絡(luò)經(jīng)濟(jì)中企業(yè)管理理論與應(yīng)用解決方案 [M].北京，經(jīng)濟(jì)管理出版社， 2020 ， 7273. [12]amp。M, Saren,Building Relationship Platforms in Consumer Marktes:Value Chain Approach, Journal of Srategic Marketing（ 2020）， Vol5， 3． [13]（ 美 ） 羅納德 . .客戶關(guān)系管理 — 加速利潤(rùn)和優(yōu)勢(shì)提升 [M].北京，中國(guó)經(jīng)濟(jì)出版社， 2020： 5660. [14]張懷濤等 .網(wǎng)絡(luò)環(huán)境下圖書(shū)館的發(fā)展 [M].香港，天馬圖書(shū)有限公司出版，2020:4445. [15]劉榮 .圖書(shū)館信息服務(wù)與管理 [M].北京，北京圖書(shū)館出版社， 2020： 2628. 本科生畢業(yè)設(shè)計(jì) （ 論文 ) 第 25頁(yè) 附 錄 附錄 A ： Chinese CRM profession practice reconsidering Is different with two year ago is, now the domestic CRM profession more and more tends to the rationalization, displays in particular on the enterprise users. Prepares to deploy CRM the enterprise are more carries on the internal mobilization and training, the consultation in the earlier period and so on, in the CRM idea and the flow the time which can unfold in the enterprise only then considered deploys C the RM system, moreover the enterprise also even more takes the CRM supplier39。s successful case and the profession experience. The enterprise now was not listens to consultant to speak the CRM concept, but was the enterprise every one39。s people all can say the very many related customers degree of satisfaction and the customer related concept, this also was an important symbol. However, our CRM supplier actually still in mark time. Is facing the enterprise users already no longer needed the empty idea time, how the CRM supplier actually cannot perate says unifies the enterprise the actual service flow to realize the CRM enterprise, but or in repeatedly was speaking the obsolete same old tune. Moreover, more and more takes CRM in the enterprise users and not merely to regard as CRM is set of systems, what but are more is enterprise39。s CRM strategy and flow time, our CRM supplier actually also in provides the CRM service by one product way. Thereupon, had very many situations in this market, but these situations directly are manifesting the domestic CRM profession development malpractice. The malicious price petition strange circle in the domestic CRM market, frequently can have the situation which many suppliers bids together, the enterprise users also more and more are after all standard, more uses tender effective seeking the CRM supplier which most suits the oneself enterprise with the choice. The question lies in the CRM supplier, in incurs in the tender procedure or snatches in the single process, more results are the malicious price petitions. But this kind of price petition meant has abandoned the service price war, because the price petition has to reduce the service the ingredient, but did not have the 本科生畢業(yè)設(shè)計(jì) （ 論文 ) 第 26頁(yè) service actually only to have the price to pete this path. After enters this kind of vicious circle, the CRM supplier39。s core business starts to desalinate, product pattern more and more obvious, this actually creates the customer more and more painfully, the project is more and more awkward, the service grows more and more does not have the stamina. Must change this kind of present situation, is must realize the product and service stripping, simultaneously also requests the CRM service business to be able to refine the consultation theory system and the methodology maturity. The CRM merchant customer subdivides makes CRM instead own not to carry on the customer to subdivide with the customer value localization, this is the very interesting phenomenon. Although the CRM supplier in instills into CRM to the enterprise users the idea, however they actually not necessarily in to this carry on the operation instruction. The customer subdivides, meant the CRM supply trade needs to pay attention to own goal customer classification, understood their characteristic and the demand, simultaneously based on the customer value localization, set a target in the customer classification value rank, thus can effective provide the different difference service, causes the pany operation flow to be more effective. Was far away the idea only technological advance to discuss when the CRM supplier was not having the theory and the methodology accumulation, they had to start to get rid of the soft thing, but started to emphasize the product. In the product, emphasis technology Sophistication which they can talk endlessly, forms in one kind of CRM profession only technological a