Engaging Communications and CRM to Develop a Customer-Focused IT Organization

This session will focus on how to leverage your customer relationship management (CRM) and communications teams to effectively drive strategies and initiatives that improve customer satisfaction. We will explore methods to create a trusted and transparent customer/IT relationship to improve IT service delivery and perceived IT service value.

Outcomes: Understand the value of engaging CRM and communications teams to improve customer satisfaction * Learn strategies to implement these disciplines in your organization * Identify metrics that can be used to track success of IT services, initiatives, etc.