NASA Langley OCIO CRM Team: Enhancing Customer Relationships
Discover the role of Customer Relationship Managers (CRMs) at NASA Langley OCIO in guiding you through IT processes, clarifying uncertainties, and providing assistance. Learn when to reach out to a CRM and how to contact them for support.
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NASA Langley OCIO Customer Relationship Managers (CRMs)
CRM Organization Alignment CRM Organization Alignment We are the NASA Langley OCIO Customer Relationship Management (CRM) team and are here to help you navigate NASA IT. Kenneth Preyor D1 RSD D3 RD* Kimberly Dozier B1 OP B3 ODEO B4 - HRO D2 ED Jordan Richley C2 SMAO D4 COD E3 SD Victoria Hatcher A OD | A1 SOMA A3 GCD | A5 ESSP B2 OGC | B6 OCFO B9 OSTEM | E1 ARD E5 - STED Karthik Krishnamurthy B7 OCIO D3 RD* *Due to size of organization, dual CRMs are assigned Note: Dedicated IT Managers/CRMs for NESC, SPO/OCOMM, and SACD are matrixed to the organizations.
What is a CRM? What is a CRM? The Customer Relationship Manager is a liaison between your organization and the Office of the Chief Information Officer. What does that mean? The Customer Relationship Manager is your central assistance point if you come across a situation: Where an OCIO process is unknown or unclear. Where you need to locate an OCIO point of contact. When you need escalation due to an unresolved issue with an OCIO product or service.
What does a CRM do? The OCIO Customer Relationship Management (CRM) team was created in 2019 due to leadership recognizing the need to streamline IT requests and communicate OCIO Services. This position is unique as the CRMs are familiar with OCIO products and services, OCIO Technical POCs and your organizations Technical POCs. Being the centralized communications hub between the OCIO and the End User, the CRM differs from a System Administrator or an End User Technician by becoming an advocate for your issue to the respective team(s) to resolution. This model provides a personal approach to navigate OCIO services while building relationships within organizations and receiving direct feedback from customers.
When is a CRM Needed? ESD Have an issue, question or feedback and you don t know who to ask? Have an issue with an OCIO product, service, or ticket that is sitting? Getting the run around trying to locate the correct POC or resource? Need assistance with finding resources to develop and implement an IT security plan and/or help with any required forms for a new device? Need clarification on any OCIO policies/processes? Need answers to any other IT related questions you have? Have a question about an OCIO Service? Technical POCs ISSO Customer: Need Resource? OCIO Services CRM Business Management DSA/SA
How to contact your CRM? The best way to contact the CRMs would be by emailing the Customer Relationship Managers Team Distribution List: larc-dl-ocio-customerservice@mail.nasa.gov Alternatively, feel free to reach out to any of us via email directly or message us on Teams: Jordan Richley jordan.p.richley@nasa.gov Karthik Krishnamurthy karthik.krishnamurthy@nasa.gov Kenneth Preyor kenneth.preyor@nasa.gov Kimberly Dozier kimberly.r.dozier@nasa.gov Victoria Hatcher victoria.a.hatcher@nasa.gov Alternate ways to connect with the CRMs would be: The Langley OCIO IT Help Teams Channel or OCIO SharePoint Langley Page View current communications from the OCIO Ask OCIO direct questions Find common Agency Links and current OCIO Service Offerings Find your CRM s contact information
Questions? Thank you for your time. Any Questions? Any IT related questions or concerns. Question about an OCIO policy that needs clarification. Submit feedback.
