中文摘要：

国家科技文献中心（NSTL）已成为国家科技文献信息资源的保障基地、国家科技文献信息服务的集成枢纽和国家科技文献信息服务发展的支持中心。随着网络化资源和服务集成的日益普及,NSTL的规模优势面临被削弱的风险。本文根据NSTL服务的相关数据,将客户关系管理理论引入NSTL用户分析之中,对重点个人用户分析和用户价值矩阵分析,旨在发展潜在用户、对重点用户进行识别,最后总结了NSTL用户及其特征,并提出相应的用户服务模式和服务策略,对NSTL服务管理有指导意义。

英文摘要：

National science and technology library（NSTL） has already become the guarantee base of the national information resources of scientific and technical literature,the integrated pivot and the support centre of national information service of scientific and technical literature.Along with the popularization of network resources and the service integration, the scale superiority of NSTL is faced with the risk which is weakened.According to the correlation data of NSTL service, this paper introduces the customer relations management theory to the NSTL user analysis,analyzes the key individual user and the user value matrix,which is for the purpose of developing the potential user,carrying on the recognition to the key user,finally it summarizes the NSTL user and the characteristics,and proposes the corresponding user service pattern and the service strategy,which contributes directive significance to NSTL service.