customer relationship management (CRM)

CRM critical for states' services, CIO says

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Rapid response during the health crisis was facilitated by strong relationships with agency customers, says Texas CIO Amanda Crawford.

New NASCIO brief explores evolution of 'broker' role

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As CIOs' offices mature, NASCIO recommends embracing the practice of business relationship management, which blends the roles of customer and vendor management.

Great user experience starts with understanding customers, says Colorado CIO

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Long before anyone consumes a service or downloads an app, government needs to understand what people want and need, says Colorado CIO Theresa Szczurek.

Colorado puts ‘passion’ behind customer relationship management

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State chief information officer Theresa Szczurek says the state’s doing a lot with CRM, but also prioritizing and taking on tasks one at a time.

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