| 孙玉玲 陈 芳 闫亚飞 董 璐.客户关系管理的科技查新服务研究[J].中国科技资源导刊,2016,(5):105~110 |
| 客户关系管理的科技查新服务研究 |
| Research on the Practice of Sci-tech Novelty Search Service Based on the CustomerRelationship Management |
| 投稿时间：2016-06-11 |
| DOI： |
| 中文关键词: 图书馆；增值服务；关系管理；忠诚度；满意度 |
| 英文关键词: library, value added service, relationship management, loyalty, satisfaction |
| 基金项目: |
| 作者 | 单位 | | 孙玉玲 陈 芳 闫亚飞 董 璐 | 中国科学院文献情报中心，北京 100190 |
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| 摘要点击次数: 1807 |
| 全文下载次数: 1330 |
| 中文摘要: |
| 从科技查新服务的实践出发，探讨客户关系管理在查新服务管理中的应用。通过总结目前科技查新服务的
创新模式，论述基于客户关系管理的查新服务的特点和优势。认为科技查新服务中实施客户关系管理的目标是转变科
技查新被动服务的局面，挖掘价值用户以提供增值服务，进而提升科技查新服务价值。本文从客户分析、客户满意度
与忠诚度管理、客户关系保持与发展以及价值客户的发现四个方面探讨了服务模式构建的思路，并以中科院文献情报
中心科技查新服务为案例，讨论服务实践及效果。 |
| 英文摘要: |
| The application of CRM, customer relationship management, in sci-tech novelty search service
management is discussed. The paper discusses the relation between sci-tech novelty search and customer
relationship management. By summarizing the innovation mode of the current sci-tech novelty search service,
this paper discusses the characteristics and advantages of the new service based on customer relationship
management. The goal of the implementation of customer relationship management in sci-tech novelty search
service is to change the situation of passive service, and mine the value of users to provide value-added services,
and then to promote the value of sci-tech novelty search service. The CRM service including four aspects: the
customer analysis, customer satisfaction and loyalty management, customer relationship maintenance and
development, as well as the value of customer discovery. Taking the sci-tech novelty search service of National
Science of Library, CAS as a case, the service practice and effect are discussed. |
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