Conclusion: Many IT departments struggle to understand and meet their client's expectations, often leading to the perception value is not being delivered. One way to address the problem is to appoint CRMs (Client Relationship Managers) who become the client's 'eyes and ears' and represent their interests with dealing with IT. The role is a senior one. Its occupants must be skilled in managing business relations and rewarded accordingly.

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Alan Hansell

About The Advisor

Alan Hansell

Alan Hansell is an emeritus IBRS advisor who focused on IT and business management. Alan specialised in critiquing and commenting on IT and business management trends, ways to justify and maximise the benefits from IT-related investment, IS management development and the role of the CIO. Alan has extensive experience in IT management, consulting and advising senior managers in matters related to IT investment. He was a Director in Gartner's Executive program and adviser to over 50 CIOs and business managers and before joining Gartner a consultant with DMR Group. He also worked as an IS professional, manager and industry consultant for IBM for nearly 30 years. Alan is a CPA and Associate of Governance Institute of Australia.