it.ucsf.edu

Customer Relationship Management

Overview

The Customer Relationship Management (CRM) Group, led by Opinder Bawa, was created to bridge the gap between customer groups and central IT service providers during and after Operation Excellence.  The CRMs report directly to their departments and schools, with a dotted line to ITS, and serve both by:

Avoid IT service duplication without hindering innovation
Differentiate commodity and new/local/innovative services
Connect innovators with commodity service providers
Provide continuity, strategic planning, and innovation to customer groups
Provide customer groups with budgeting and procurement support
  • Avoiding IT service duplication without hindering innovation,
  • Differentiating commodity and new/local/innovative services,
  • Connecting innovators with commodity service providers,
  • Providing continuity, strategic planning, and innovation to customer groups,
  • Providing customer groups with budgeting and procurement support,
  • Guiding projects for customers,
  • Ensuring return on local and central IT investments,
  • Promoting overall IT efficiency,
  • Monitoring IT SLAs,
  • Ensuring consistently good customer experience,
  • Prioritizing customer issues/projects, and
  • Communicating across IT service and customer groups.

Membership

The current members of the CRM Group are:

The CRM Group forms the core of the Strategic Technology Advisory Committee, a subcommittee of the IT governance Committee on Technology & Architecture.

Join Us

We invite departmental, school, and insititutional managers and IT leaders to join us in improving IT services for everyone at UCSF.  If you have questions about the Customer Relationship Management Group please contact your CRM, or contact Erik Wieland if you don't have a CRM.

More Information

For more information about the formation of the CRM Group see crms-20120508-ew.ppt.

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