Research On Public Library Customer Relationship Management

In the 21st century, various kinds of medias are full of some terms and new conceptions confusing people who are filled with illusion, such as: new economy, network economy, electronic commerce, ERP, CRM, SCM etc. The nature of market economy is competition. If the organization or enterprise wants to be successful at any time in the market which has ten thousand changes in the twinkling of an eye, they must follow modern management belief and modes and integrate the interior resources with exterior resources effectively. Now, advanced computer network and management software which change the management mode and have a direct effect on competitive capacities of enterprise play a critical role in the integration between interior resources and exterior resources for organization or enterprise.At the information period, the service of public library is facing with harsh challenge. On account of lag concept and older resource service in some public library, the position and effect for acquisition of information are weakening. To struggle for public library, many agencies for information service are to rise abruptly. The position is to follow the prevailing trends at the shock of market economy, although commerce competition mechanism is brought about by public library which is considered no commerce factor.The occurrence of CRM adds new flavor to information service. Not only to achieve customer expectation, but also to exceed customer expectation. Not only service for one time but also develop persistent service. CRM is introduced into information service through the specialized and personal service provided, which is a new mode to be noticed in the new situation making customer satisfy, making information service bring into full play and facilitate information service maneuver in accordance to market rule.How to combine information technology with traditional library rationally, to utilize CRM effectively, to manage enter prose with enterprise means and to raise benefit for society and economy should be deeply considered for public library- a service agency, which is the heart for this article.By means of analyzing the necessity and feasibility for public library enforcing CRM, we will explain four bits of enforcing CRM including analyze customer, develop customer, sustain customer and utilize customer. And to study CRM of public library, to solve the defect of information data for customer, to enhance the communication with customer and to raise the degree of satisfaction and loyalty, so that we would do better in increase the number of customer and boost the effective usage of resource. Ultimately, by way of the above innocent course, public library and customer will gain.