A Study Of Public Library User Relationship Management Based On Crm Concept

Undoubtedly, people live in all kinds of intricate relationship circle. Among these relationships, there are person to person, person to group, person to institution and person to nation and so on. How to deal with these relationships successfully is of vital for us to maintain the whole world's harmony. Based on this, business field puts forward one concept in point, that is CRM Concept, i.e. customer relationship management. According to this concept, all companies should take it seriously to manage the relationship with customers, aiming to establish a harmonious and faithful relationship, centering on customers and enhancing customer's satisfaction degree as much as possible. The ultimate purpose is to acquire customer's trust, then to obtain a valuable surviving chance in fierce business competition.Of course, public libraries don't belong to business field. But in their management affairs, it is also urgent to face how to deal with their users. Unfortunately, public libraries ignore to put emphasis on how to win users. When offering their services, they are in chaos without enough efficient measures, which limits the development of public libraries. As an old saying goes, the one who wins customer succeed, it's time for public libraries to learn from others, especially the CRM Concept, Taking the CRM core concept for reference and applying it to reality in public libraries should not be delayed if we want to promote their development.This dissertation mainly concerns how to apply CRM Concept to public libraries' management based on a certain route, which contains reference, application, innovation and development. First of all, what's CRM should be introduced to readers and its core concept be analyzed, for CRM consists of technology and concept, while we need mainly its concept. At the same time, some theories of public library user relationship management also should be mentioned. And the forerunner's research outcome should be summarized, applying CRM Concept is not the first time, some research results have already come into being. Secondly, the possibility and feasibility of introducing CRM Concept should be given, helping us to clear that it's possible and feasible to apply CRM Concept in public libraries. Thirdly, some problems in public library's management have been discussed, indicating it's high time that we considered the entire management of public libraries from a brand-new point of view by introducing CRM Concept, what's the revelation of CRM Concept to public libraries and some details of migrating and applying CRM Concept have been emphasized too. Fourthly, the impacts of public libraries' user relationship management have been forecasted after applying CRM Concept. Finally, confidence of applying CRM Concept to promote the development of public libraries could be felt strongly in the conclusion.