Research On The Application Of CRM In The Archives Service

Informationization going deep into development makes people have more and more requirements on proper information, improves people's cognition on the importance of the archives,now the archives has been paid more and more attention by people, and to serve society and to serve the people's livelihood become the trend of the archives service.Therefore how to improve the archives service and how to increase people's satisfaction with the archives service has been important problems to be solved in the archives. CRM(Customer Relationship Management) can be defined as this:in order to strengthen the core competence, firms set the customer-centered management idea, by means of improving customers'satisfaction and loyalty, and it is also a new type of management mechanism to better the relationship between firms and customers.The archives service can draw on service theory in firms'customer relationship management to improve its level of service. The dissertation indicates current situation of archives service,then analyzes the feasibility in archives service embedded in customer relationship management,and proposes service strategy and personalized service based on the management idea of CRM by analyzing differences between archives'CRM and firms'CRM.