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May 17, 2008

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CRM
ALSO CALLED: eCRM, Client Relationship Management, Dealing with Customers, Relationship Management, CRO, Enterprise CRM, Customer Relationship Management, Relationship Marketing, Customer Relationship Optimization, Customer Relations, and Customer Care DEFINITION: Service assurance (SA) is a procedure or set of procedures intended to optimize performance and provide management guidance in communications networks, media services and end-user applications. Service assurance is an all-encompassing paradigm that revolves around the idea that maximizing customer … Definition continues below.

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The CRM Value Proposition sponsored by Touchtone Corporation WHITE PAPER: Posted: 16 May 2008 \| Published: 01 May 2008 SUMMARY: A CRM can reduce costs by automating some tasks currently performed manually, accelerating cash flows and eliminating some unproductive sales activity. TOPICS: Contact Management Software \| CRM \| Customer Loyalty \| Customer Satisfaction \| Software

The New Information Agenda: Do You Have One? sponsored by IBM WHITE PAPER: Posted: 14 May 2008 \| Published: 01 Jan 2008 SUMMARY: This white paper defines the information agenda; describes key considerations and best practices in creating and implementing an information agenda. TOPICS: Business Strategy \| CRM \| Email \| ERP \| Governance \| Middleware \| Security \| SOA \| Web Services

SAP™ CRM Integration into the Contact Center sponsored by AMC Technology WHITE PAPER: Posted: 09 May 2008 \| Published: 01 May 2008 SUMMARY: This technical integration brief explains how the SAP CRM application can be integrated into a contact center, including both general technical details of call center integration, as well as how to use vendor certified software from AMC. TOPICS: Application Integration \| Call Center Software \| Call Centers \| Contact Center Software \| Contact Centers \| CRM \| Customer Service \| Marketing \| Sales \| SAP (Product) \| User Experience

Salesforce.com™ CRM Integration into the Contact Center sponsored by AMC Technology WHITE PAPER: Posted: 09 May 2008 \| Published: 01 May 2008 SUMMARY: This technical integration brief explains how the Salesforce.com CRM application can be integrated into a contact center, including both general technical details of call center integration, as well as how to use vendor certified software from... TOPICS: Contact Centers \| CRM \| Customer Service \| Integration

Oracle Siebel Integration into the Contact Center Technical Integration Brief sponsored by AMC Technology WHITE PAPER: Posted: 09 May 2008 \| Published: 01 May 2008 SUMMARY: This technical integration brief explains how the Siebel CRM application can be integrated into a contact center, including both general technical details of call center integration, as well as how to use vendor certified software from AMC. TOPICS: Application Integration \| Call Center Software \| Call Centers \| Contact Center Software \| Contact Centers \| CRM \| Customer Service \| Marketing \| Oracle (Product) \| Sales \| User Experience

Microsoft Dynamics™ CRM Integration into the Contact Center sponsored by AMC Technology WHITE PAPER: Posted: 09 May 2008 \| Published: 01 May 2008 SUMMARY: This technical integration brief explains how the Microsoft Dynamics CRM application can be integrated into a contact center, including both general technical details of call center integration, as well as how to use vendor certified software f... TOPICS: Contact Centers \| CRM \| Customer Service \| Integration \| SQL Server

Oracle PeopleSoft CRM Integration into the Contact Center sponsored by AMC Technology WHITE PAPER: Posted: 09 May 2008 \| Published: 01 May 2008 SUMMARY: This technical integration brief explains how the PeopleSoft CRM application can be integrated into a contact center, including both general technical details of call center integration, as well as how to use vendor certified software from AMC. TOPICS: Application Integration \| Call Center Software \| Call Centers \| Contact Center Software \| Contact Centers \| CRM \| Customer Service \| Marketing \| Oracle (Product) \| PeopleSoft (Product) \| Sales \| User Experience

Informatica Data Migration Guidebook: Research, Best Practices and ROI sponsored by Informatica WHITE PAPER: Posted: 09 May 2008 \| Published: 01 Jan 2008 SUMMARY: This guidebook is designed to help companies identify and understand the benefits of using Informatica for data migration and ways to maximize those benefits. TOPICS: CRM \| Data Integration \| Data Migration \| Data Quality \| ERP

Get the Facts on Information Availability: Essential Data Protection, Recovery and Resiliency for Banks sponsored by Vision Solutions WHITE PAPER: Posted: 09 May 2008 \| Published: 01 Jan 2007 SUMMARY: The power of an information availability solution lies in its ability to transform any nonproductive, non-profitable downtime into the optimum level of value-producing business uptime. TOPICS: Banking Industry \| CRM \| Data Protection

IBM pureXML for SOA: Unlocking the Business Value of Information sponsored by IBM WHITE PAPER: Posted: 09 May 2008 \| Published: 01 Jun 2007 SUMMARY: XML has emerged as an important driver for SOA-enabled business agility and growth because it is not tied to any specific platform, language or system. TOPICS: Business Process Management \| CRM \| Service Oriented Architecture \| XML

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CRM DEFINITION (continued): … satisfaction inevitably maximizes the long-term profitability of an enterprise.

Service assurance can involve quality assurance (QA), quality control (QC) and service level management (SLM). Quality assurance is intended to make certain that a product or service under development meets specified requirements at all stages in the process. Quality control ensures that a completed and manufactured product or performed service adheres to a defined set of quality …
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