Business management methods and strategies became established in academic libraries for a long time. So it doesn´t come unexpected that attention is paid as well to customer relationship management as a result of a changed information market and short resources. The author look into the question to what extent this concept is applicable to university libraries as non-profit-organisations. Fundamental distinctions between private enterprise companies and libraries prove that the customer orientation on both sides is motivated diversely and shows different aims. Nevertheless, CRM are measures to itensify customer proximity and customer relationship also suitable for university libraries. A detailed study of CRM can show possibilities and chances for an effective support of the scholarly operations. The focus of attention is the personalisation of library services. This book addresses particularly to readers who are interested in library management.