CRM Mission – The Voice of the Customer

WashU IT and the Office of the Chief Information Officer seek to engage the university’s technology end users at all levels through various collaboration efforts. Customer Relationship Management (CRM) is one of those.

We’d like you to think of us as a partner, and our focus is building relationships and effective communications that enable you to better leverage information and technology in support of your missions. We work to be the voice of the customer to IT, as well as the voice of IT to the customer.

We have regular connections with leadership, IT, and other campus unit members to address:

  • What’s new and changing with campus IT services and projects, as well as with units’ academic and administrative activities.
  • What’s important for campus units, and how technology can help address near-term challenges as well as support longer-term strategic goals.
  • How the CIO and WashU IT is doing in meeting the needs of the units, be it with our current or planned IT services.

We work to understand the campus needs, challenges, and concerns. Our end goal is always to produce better outcomes. Here are some of the ways we do this:

  • Customer Advocacy — We advocate for your needs and those of the campus community.
  • Feedback — We ensure the OCIO and WashU IT hear the campus feedback needed to make good decisions and service improvements that align with campus needs.
  • Transparency — We try to build a balanced view by tracking customer issues, and sharing the data and reports on university IT service quality. We also collect information on units’ experiences with IT services to build a balanced view of IT service quality.
  • Making connections — We work to identify and bring the right people together to address and collaborate on complex technology issues.