今日圖書館為因應「資訊時代」而轉變的同時，其「客戶」的需求、期望甚至資訊求行為也隨之改變。而「電子圖書館」由於不同於一般傳統「實體圖書館」，其服務方式、內容都大異於傳統圖書館。為了更確實掌握在「電子化時代」下「客戶」因變而產生的變遷，「顧客關係管理」的引進或可提升電子圖書館與「客戶」間關係的經營和服務品質。本文即針對電子圖書館的讀者服務，於導入「顧客關係管理」概念與系統時，可能帶來之問題以及衝擊做探討。

　　　　　The advent of information technology has been revolutionizing the features of library services over the past decades, and simultaneously changes the needs, expectations and information seeking behaviors of their 'clients'. Since CRM has been widely acknowledged in recent years to be an efficient means for improving customer relationships, the article investigates the possibilities for electronic libraries to adopt the CRM concepts and systems in order to enhance their reader services quality. The problems and impacts when introducing and implementing CRM are also examined.