چكيده لاتين :
The Emergence and development of management and organization theories have always played a vital role in attempting to improve efficiency and effectiveness in an organizations. The attempt of libraries and information centers in the correct and successful implementation of these theories has been ever-increasing. In addition to ServeQual and LibQual plans, The application of administrative strategies and approaches such as TQM, Conflict Management, etc. in libraries and information centers is the starting point of attention to administrative solutions. One of these approaches is Customer Relationship Management (CRM). Since the user/customer is considered as the basic element of the organizational activities in libraries and information centers, introducing, recognition and implementation of this approach can be paid attention for functional improvement of these service-oriented and knowledge-base centers. On one hand, this article tries to study the status of user/customer,his/her loyalty and satisfaction as well as quality of library services. On the other hand, it tries to introduce the barriers to CRM implementations, such as lack of appropriate strategy, negative attitude of staff and their resistance to change. Furthermore, it attempts to verify the staff and userʹs/customerʹs training, their complete recognition of CRM, create and develop suitable executive policies to define frameworks as the necessities of successful implementation of this approach in libraries an information centers.
