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Driving Sustainability of a Gateway with a Customer Relationship Management (CRM) System

Authors: Gerhard Klimeck; Lynn Zentner; Alejandro Strachan; Michael Zentner;

Driving Sustainability of a Gateway with a Customer Relationship Management (CRM) System

Abstract

The science gateway nanoHUB has operated and supported a growing user base for over 20 years. To move toward future sustainability, nanoHUB must retain existing users, cultivate new users, and foster community involvement. In order to support retention and growth of the community, the nanoHUB team has leveraged their existing user information and analytics along with the commercial customer relationship management (CRM) tool Salesforce to better understand and communicate with current, former, and potential users. This paper details our efforts in that direction.

Keywords

CRM, growth, gateway, community, sustainability, Gateways 2022

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download
citations
This is an alternative to the "Influence" indicator, which also reflects the overall/total impact of an article in the research community at large, based on the underlying citation network (diachronically).
BIP!Citations provided by BIP!
popularity
This indicator reflects the "current" impact/attention (the "hype") of an article in the research community at large, based on the underlying citation network.
BIP!Popularity provided by BIP!
influence
This indicator reflects the overall/total impact of an article in the research community at large, based on the underlying citation network (diachronically).
BIP!Influence provided by BIP!
impulse
This indicator reflects the initial momentum of an article directly after its publication, based on the underlying citation network.
BIP!Impulse provided by BIP!
views
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