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ALSO CALLED: eCRM, Client Relationship Management, Dealing with Customers, Relationship Management, CRO, Enterprise CRM, Customer Relationship Management, Relationship Marketing, Customer Relationship Optimization, Customer Relations, 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 satisfaction inevitably maximizes the long-term profitability of an enterprise.Service assurance can involve  … 
Definition continues below.
CRM Multimedia (View All Report Types)
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Embracing a Service Cloud for Improved Customer Service
sponsored by Oracle Corporation
VIDEO: This video shows how cloud services can be implemented to optimize your workforce, allowing you to deliver phenomenal customer service through any channel a customer chooses. Watch how doing so can help you improve operational efficiency and workforce productivity.
Posted: 16 Sep 2015 | Premiered: 22 Jul 2015

Oracle Corporation

The Service Cloud in Action: Empower Call Center Teams and Customers
sponsored by Oracle Corporation
VIDEO: This video shows the many ways in which service clouds can assist in providing a complete customer service management approach across both assisted and self-service channels. Learn how cloud services can ensure your customers find the right answers quickly, wherever they are, and how you can better equip your customer support team.
Posted: 15 Sep 2015 | Premiered: 03 Jun 2015

Oracle Corporation

Modern Customer Service with Cloud Services
sponsored by Oracle Corporation
VIDEO: Expectations for customer service are high and with a multitude of channels, it can become increasingly difficult to offer consistent, high quality customer service. This video explains how a flexible cloud service can help deliver exceptional customer service anytime, anywhere and through various channels and encourage self-service online.
Posted: 15 Sep 2015 | Premiered: 03 Feb 2015

Oracle Corporation

Case Study – Convergys Transforms Customer Experience with Service Cloud
sponsored by Oracle Corporation
VIDEO: This video highlights how implementing a service cloud can enable the ability to provide customers with a differentiated experience through a multi-channel approach. Discover how service clouds can allow you to provide customers with tools and capabilities to drive self-service and equip your agents with the ability to provide consistent service.
Posted: 14 Sep 2015 | Premiered: 02 Jun 2015

Oracle Corporation

A Roadmap to Modern Customer Service
sponsored by Oracle Corporation
VIDEO: This engaging video emphasizes the importance of integrating your business's communication channels, and personalizing customer service experiences. Watch to learn the many ways in which you can win the race to a modernized customer service.
Posted: 11 Sep 2015 | Premiered: 06 Mar 2015

Oracle Corporation

Case Study: Beachbody Handles Rapid Growth with a Service Cloud
sponsored by Oracle Corporation
VIDEO: This video demonstrates how Beachbody's rapid growth and success can be attributed largely to their use of cloud services. Watch how taking advantage of cloud services can allow you to focus less on data management, and more on growth and revenue.
Posted: 10 Sep 2015 | Premiered: 22 Sep 2014

Oracle Corporation

Looking Ahead on Predictive Analytics
sponsored by SearchBusinessAnalytics
VIRTUAL ENVIRONMENT: Predictive analytics software can help organizations optimize their business strategies. This virtual classroom is designed to provide analytics, IT and business professionals with insight and advice on deploying predictive analytics tools and using them effectively.
Posted: 30 Jun 2015 | Premiered: 23 Jun 2015

SearchBusinessAnalytics

How Analytics Transforms Sales Performance
sponsored by Salesforce.com
WEBCAST: This webcast features two leading organizations in their process of leveraging cloud analytics. Watch and learn what it can do for sales in terms of finding new opportunities, growing revenue and more.
Posted: 11 Jun 2015 | Premiered: Dec 17, 2014

Salesforce.com

Drive Business Strategy with Analytics
sponsored by Salesforce.com
WEBCAST: This webinar focuses on the capabilities you need to optimize analytics across your organization. Find out how to enable success through data-driven decision-making, with forward-thinking features.
Posted: 11 Jun 2015 | Premiered: Jan 8, 2015

Salesforce.com

A Self-Service Cloud Analytics Overview: Unite CRM, ERP, and other silos of data
sponsored by Salesforce.com
VIDEO: This brief video puts the spotlight on cloud analytics. Learn the value of delivering insights to company-wide teams without the need to log IT requests, increasing the amount of pertinent questions that uncover new opportunities.
Posted: 11 Jun 2015 | Premiered: 15 Oct 2014

Salesforce.com

The Business Value of CX: Attracting New Customers
sponsored by Oracle Corporation
VIDEO: Access this brief video to hear from Brian Curran the VP of customer experience at Oracle to learn more about the fundamentals of attracting new customers and fostering loyalty through exceptional customer experiences.
Posted: 13 Mar 2015 | Premiered: 25 Oct 2012

Oracle Corporation

Gaining a CRM Edge with Self-Service BI
sponsored by SearchBusinessAnalytics
VIRTUAL ENVIRONMENT: Putting business intelligence capabilities in the hands of frontline customer service workers can help boost customer relationship management efforts. This virtual classroom provides insight and advice on how to successfully use self-service BI tools in CRM programs.
Posted: 14 Mar 2014 | Premiered: 19 Mar 2014

SearchBusinessAnalytics

Case Study: Turn Big Data and Analytics into Big Results
sponsored by IBM
VIDEO: In this video, C Spire's brand platforms and analytics manager Justin Croft illustrates his company's success with business analytics. Discover your own success with these tools when you learn how to be effective with customer insights.
Posted: 03 Aug 2015 | Premiered: 03 Aug 2015

IBM

Mind the Gap! Embracing Enterprise Mobility Management
sponsored by Code42
WEBCAST: This whitepaper exploress specific mobile challenges, such as implementation of MDM and MAM for thousands of users, and shares his real-world perspective.
Posted: 06 Jun 2014 | Premiered: Sep 12, 2013

Code42

Empower Sales Teams On The Go
sponsored by Microsoft India
VIDEO: To meet the needs of the on-the-go sales rep, you need a CRM system that's flexible, collaborative, and available on any device, from smartphone to tablet to PC. In this video, learn about one such CRM system that provides modern sales teams with the tools they need at the speed and ease necessary for today's fast-paced business world.
Posted: 27 May 2014 | Premiered: 04 Nov 2013

Microsoft India

3 Reasons Why CEM Is the Place to Innovate
sponsored by OpenText
WEBCAST: The following webcast intends to clarify the current state of customer experience management and how companies can start powerful initiatives of their own. Tune in now to find out how CMOs and CIOs need to work together to make CEM take flight, what needs to be addressed, and much more.
Posted: 19 May 2014 | Premiered: May 19, 2014

OpenText

The First Mile - Business Critical Real Time Customer Interactions
sponsored by Kofax, Inc.
WEBCAST: In this age of the empowered customer, companies are pressured to stay on their toes so as to retain customer loyalty in the most intuitive, fast, responsive means possible. In this fascinating webcast, learn the importance of the business-critical First Mile of customer interactions – the point at which customer loyalty is either gained or lost.
Posted: 31 Mar 2014 | Premiered: Mar 31, 2014

Kofax, Inc.

How user experience is a business differentiator
sponsored by Hewlett-Packard Enterprise
WEBCAST: In this brief on-demand video, John McCarthy – Vice President and Principal Analyst at Forrester Research – explains how organizations can increase their value by delivering a great user experience.
Posted: 07 Mar 2014 | Premiered: Feb 21, 2013

Hewlett-Packard Enterprise

It's all about customer satisfaction
sponsored by Hewlett Packard Enterprise
WEBCAST: Top fashion brand Valentino was looking for innovative ways to serve their customers better. In this webcast, discover how Valentino made it drastically easier for customers to select and buy their products with fully integrated mobile applications.
Posted: 24 Feb 2014 | Premiered: Feb 24, 2014

Hewlett Packard Enterprise

HP helps United Airlines consolidate their IT infrastructure
sponsored by Hewlett-Packard Enterprise
WEBCAST: This brief video case study examines how United Airlines was able to consolidate its IT infrastructure and fuel customer experience success with the right service. Tune in to learn more now.
Posted: 07 Feb 2014 | Premiered: Dec 31, 2012

Hewlett-Packard Enterprise

HPE Social Enterprise Services
sponsored by Hewlett-Packard Enterprise
WEBCAST: Social networks have revolutionized the way that today's customers gain information and make buying decisions. This brief video introduces a social enterprise service that enables your organization to effectively harness and exploit social information.
Posted: 07 Feb 2014 | Premiered: Dec 31, 2012

Hewlett-Packard Enterprise

Become a Social Business: Tap Into Social Data Insights
sponsored by IBM
WEBCAST: Access the following webcast to uncover what you need to know to become a successful social business. Learn about the tools and techniques and how to properly use them to turn social data into the actionable insights you need to be competitive.
Posted: 09 Jan 2014 | Premiered: Jan 9, 2014

IBM

Del Monte Foods' Cloud Imperative
sponsored by Kenandy
WEBCAST: This video case study explores Del Monte Foods' cloud strategy – including why the food production company decided to move to the cloud and how it alleviated its cloud concerns.
Posted: 06 Jan 2014 | Premiered: Dec 10, 2013

Kenandy

Modernize CRM and ecommerce: 4 steps
sponsored by IBM.
PODCAST: Tune in to this exclusive podcast with Martin Gill from Forrester Research to get a four-step guide to developing an agile commerce strategy that will enable your company to swiftly adapt to changing customer demands and new technology.
Posted: 27 Dec 2013 | Premiered: Dec 9, 2013

IBM.

Puzzling: Finding the Missing Pieces of your Customer Picture
sponsored by IBM
WEBCAST: In this on-demand video, learn about the need for a complete customer view, and discover how the right big data and analytics tools can help you get there by giving you the power to predict customer behaviors, improve customer engagement, and more.
Posted: 27 Dec 2013 | Premiered: Sep 3, 2013

IBM
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CRM DEFINITION (continued): …  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 criteria or meets the requirements of the client or customer. QA is sometimes expressed together with QC as a single expression, quality assurance and control (QA/QC). Service level management involves the monitoring and management of the quality … 
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