关键词: 用户管理, 定题服务, 关系管理, 流程管理, 信任管理, 绩效

Abstract: The needs of users present diversified and special features along with the enriching library resources, SDI service users need effective management to enhance service performance. User Management aims to improve user satisfaction, participation and loyalty, and user management includes customer relationship management, service process management and user trust management. Article detailedly discussed the implementation of customer relationship management method and its system model, content and practice ways of service process management, the core, features and influencing factors of user trust management.

Key words: User Management, SDI Services, Customer Relationship Management, Service Process Management, User Trust Management, Performance