客户关系管理(CRM)作为“舶来品”,是近两年才引入国内的一种新的营销理念和管理技术。但新华书店在实际工作中简单的、不自觉的运用却由来已久,如设立缺书登记簿、设置专门面向集团服务的团体供应部、发放积分卡、会员卡、提供VIP服务,进而提供出版物目录资料电脑查询、下载、选购,直至为客户提供编目服务。管理手段也由手工管理逐渐过渡为计算机管理;管理过程也由单一的售前 Customer relationship management (CRM) as “imported goods” is the introduction of a new marketing concept and management technology in China in the recent two years. However, Xinhua Bookstore in the actual work of a simple, unconscionable use has a long history, such as the establishment of a book register, set up group-oriented group services for the supply department, issue bonus cards, membership cards, provide VIP services, and then provide publishing Catalog information Computer inquiries, downloads, purchase, until the catalog services provided to customers. Management tools also gradually transition from manual management to computer management; management process also consists of a single pre-sale