Client Relationship Management

Client Relationship Management (CRM) is responsible for managing all aspects of ITS working relationships with clients to render high quality service delivery and to maximize client satisfaction. CRM manages the bidirectional communication between ITS and the administrative divisions. 

CRM overall is comprised of four parts:

  1. Understanding what the client is asking for and needs.
  2. Executing or delivering what the client is requesting.
  3. Predicting what the client will need in the future.
  4. Delivering targeted communications to respond to client needs.

As part of a client-centric focus, the CRM unit assesses both individual needs, aggregated into client segments, and organizational or unit needs.

If you have a question about this unit, please contact Peter McMillan.