CRM Mission: The Voice of the Customer

Washington University Information Technology and the Office of the Chief Information Officer seek to engage the university’s technology end users at all levels through various collaboration efforts, including Customer Relationship Management (CRM).

Think of us as a partner, as our focus is building relationships and effective communications that enable you to better leverage information and technology in support of your individual missions. We work to bridge the gap between the customer and IT by being the voice of the customer to IT and the voice of IT to the customer.

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

What is new and changing with campus IT services and projects, as well as with units’ academic and administrative activities.
What is 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 performing with regards to meeting the needs of the units with our current or planned IT services.

We work to understand the campus needs, challenges, and concerns. Our end goal is to produce better outcomes. Some of our tools and methods include:

Customer Advocacy: We advocate for your need 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 build a balanced view of university IT service quality by tracking customer issues, sharing data and reports, and collecting information on unit experiences with IT services.
Making connections: We work to identify and bring the right people together to address and collaborate on complex technology issues.