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May 25, 2013

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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, 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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Are Your Business Processes Letting You Down? sponsored by Kofax, Inc. VIDEO: Access this brief video to find out how you can increase your ability to respond with agility- and in the process make new customers, retain existing ones, and handle new requests with ease. Posted: 21 Feb 2013 \| Premiered: 14 May 2012 TOPICS: Business Process Management \| Business Process Management Software \| CRM \| Customer Retention \| Customer Satisfaction

Video: Everest uses Enterprise Cloud Services for Microsoft Dynamics CRM sponsored by Hewlett-Packard Limited WEBCAST: In this on-demand webcast, Mark Duffey, President and CEO of the first nationwide funeral planning and concierge service company, Everest, discusses his move to CRM in the cloud.By easily migrating to software-as-a-service (SaaS), Everest was able to provide more immediate information to their clients and save 60% in costs. Posted: 04 Feb 2013 \| Premiered: Feb 4, 2013 TOPICS: Cloud Computing \| Cloud CRM \| Cloud Storage \| CRM \| CRM Services \| Software as a Service

Video: Evolving to Social Intelligence sponsored by Hewlett-Packard Limited VIDEO: This brief video offers insight into how traditional CRM and traditional intelligence prototype customers based on transactions, but leave out the important aspect of social intelligence. Find out how connecting social and enterprise intelligence will give you a more complete view of the customer. Posted: 21 Jan 2013 \| Premiered: 27 Sep 2012 TOPICS: CRM \| Customer Loyalty \| Unstructured Data \| Web 2.0

Creating Brand Advocates -- Connected Intelligence & Brand Advocates. sponsored by Hewlett-Packard Limited VIDEO: In this helpful video, learn how to move past traditional CRM and reach out to customers who are social influencers through things like Twitter, Facebook, and blogs. Learn how to transform these influential customers into brand advocates who will help others emotionally connect with your brand. Posted: 21 Jan 2013 \| Premiered: 04 Nov 2012 TOPICS: Brand Loyalty \| Branding \| CRM \| Web 2.0

Video: Deliver Your Customers the Right Answer at the Right Time sponsored by Oracle Corporation VIDEO: Access this video to discover how you can deliver the right answer at the right time to customers no matter the channel. From self-service website queries to social media and your contact center, providing consistent and relevant answers faster increases customer loyalty and reduces costs. Posted: 02 Jan 2013 \| Premiered: 31 Oct 2012 TOPICS: Contact Center Management \| Contact Center Services \| CRM \| Customer Loyalty \| Customer Satisfaction \| Customer Self-Service \| Customer Service

The Business Value of Customer Experience: Attracting New Customers sponsored by Oracle Corporation VIDEO: Access this video to join a dynamic conversation on perfecting your customers' interaction with your brand. Discover the key principles of attracting new customers and how to bring together their expectations, intent and behaviors with your brand for financial benefit. Posted: 02 Jan 2013 \| Premiered: 18 Oct 2012 TOPICS: CRM \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Data Analytics \| Data Mining

Keeping Your Customers: The Business Value of Customer Experience sponsored by Oracle Corporation WEBCAST: Watch this video to learn why you must really understand and care about your customers across the lifecycle to remain competitive. Posted: 28 Dec 2012 \| Premiered: Oct 18, 2012 TOPICS: CRM \| CRM Analytics \| Customer Data Integration \| Customer Data Management \| Customer Interaction Services \| Customer Loyalty \| Customer Profiles \| Customer Retention \| Customer Satisfaction \| Customer Service \| Oracle (Product)

Oracle Fusion CRM Cloud Service: The New Standard for CRM sponsored by Oracle Corporation VIDEO: This brief webcast examines common hurdles of sales force today and introduces Oracle's Fusion Customer Relationship Management tool that is able to help you maximize revenue potential, gain a single view of your customer across the enterprise, and centralize order orchestration across multiple capture and fulfillment systems. Posted: 26 Dec 2012 \| Premiered: 15 Feb 2012 TOPICS: CRM \| CRM Analytics \| CRM Software \| Sales \| Sales and Marketing Software \| Sales Order Management

The Business Value of CX: Attracting New Customers sponsored by Oracle Corporation UK Ltd VIDEO: You depend on customers to drive business growth.The key to retaining customers and attracting new ones resides in your ability to understand your customer's wants and deliver a personalized experience that meets – and preferably exceeds – their expectations. Watch this video to learn more on how to deliver a superior customer experience. Posted: 19 Dec 2012 \| Premiered: 19 Dec 2012 TOPICS: CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Customer Support Software

The Business Value of CX: Deliver a Great Customer Experience sponsored by Oracle Corporation UK Ltd VIDEO: With products, services, even prices all looking the same in today's market, the only way you can set your business apart from the competition is through the type of customer experience you provide. Download this brief video to learn how to provide a customer experience that exceeds your consumers expectations. Posted: 19 Dec 2012 \| Premiered: 19 Dec 2012 TOPICS: CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Self-Service \| Customer Service \| Customer Service Best Practices

Customer Experience: Empower Your Agents sponsored by Oracle Corporation UK Ltd VIDEO: View this brief video to learn what your business's customer service and support systems should look like. Watch this on-demand video now to find out why simplicity and ease-of-use is key to delivering the best possible customer interactions. Posted: 19 Dec 2012 \| Premiered: 19 Dec 2012 TOPICS: CRM \| CRM Best Practices \| CRM Software \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Self-Service \| Customer Service \| Customer Service Best Practices \| Customer Support Software

The Business Value of CX: Keeping Your Customers sponsored by Oracle Corporation UK Ltd VIDEO: Providing personalized, seamless, and consistent service and support during customer interactions can be a major competitive differentiator. But how can you make your customer experience strategies sustainable? Watch this video to uncover quick tips for delivering exceptional customer experiences. Posted: 19 Dec 2012 \| Premiered: 19 Dec 2012 TOPICS: CRM \| CRM Analytics \| CRM Best Practices \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices

Customer Experience Online Forum: Join the Revolution sponsored by Oracle Corporation UK Ltd WEBCAST: Today, the customer experience you provide is more important than ever. Watch this webcast to hear from Bruce Temkin, a leading expert in customer experience, Anthony Lye, SVP of Oracle CRM, and other thought leaders as they discuss the ROI of the customer experience and learn strategies your peers are using to win over customers. Posted: 18 Dec 2012 \| Premiered: Dec 18, 2012 TOPICS: CRM \| CRM Best Practices \| Customer Loyalty \| Customer Retention \| Customer Satisfaction

Navigating the Next Five Years of Customer Service sponsored by Oracle Corporation UK Ltd WEBCAST: Watch this webcast to learn why customer experience management is critical to a company's success, and customer service is the cornerstone of that strategy. Posted: 17 Dec 2012 \| Premiered: Jun 30, 2012 TOPICS: CRM \| CRM Analytics \| CRM Best Practices \| CRM Services \| Customer Data Integration \| Customer Data Management \| Customer Interaction Services \| Customer Loyalty \| Customer Profiles \| Customer Satisfaction \| Customer Self-Service \| Customer Service

Oracle Cloud Customer Service and Support: Great Experiences sponsored by Oracle Corporation UK Ltd VIDEOCAST: View this brief video for great customer service strategies that allow your customers to connect with service resources whenever and wherever they need. Also, discover how to get deeper insight into your clients' history and interactions with your business and services. Posted: 14 Dec 2012 \| Premiered: Dec 14, 2012 TOPICS: Cloud Computing \| Cloud CRM \| CRM \| CRM Best Practices \| CRM Services \| Customer Service \| Customer Service Best Practices \| Oracle (Product)

Oracle Fusion CRM Cloud Service: The New Standard for CRM sponsored by Oracle Corporation UK Ltd VIDEO: With Oracle CRM On Demand Desktop you can now use Microsoft Outlook as your primary CRM interface. Oracle CRM On Demand Desktop combines the best of both world, rich CRM information with intuitive Microsoft Outlook user interface sales reps are used to. Watch this video to learn how Oracle CRM On Demand Desktop can help your sales reps. Posted: 11 Dec 2012 \| Premiered: 15 Feb 2012 TOPICS: CRM \| CRM Software \| Oracle (Product) \| Sales \| Sales and Marketing Software \| Sales Force Automation

Build Loyalty with an Exceptional Customer Experience sponsored by Oracle Corporation UK Ltd VIDEO: Providing the ideal customer experience can turn prospects into loyal, lifetime customers -- a crucial aspect of a financial firm's future success. Watch this brief video to learn how an exceptional customer experience from the beginning can help your financial organization foster lifelong customer loyalty. Posted: 10 Dec 2012 \| Premiered: 10 Dec 2012 TOPICS: CRM \| CRM Software \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Self-Service \| Customer Service \| Customer Service Best Practices \| Customer Support Software \| Oracle (Product)

Belden Corp 10 week CRM Implementation sponsored by SAP America, Inc. VIDEO: Belden is one of the largest U.S. manufacturers of high-speed electronic cables. See how the company replaced its on-demand solution with SAP CRM to track its success with customers, enabling the company to view prior performance in order to plan for the future. Posted: 21 Aug 2012 \| Premiered: 21 Aug 2012 TOPICS: CRM \| CRM Best Practices \| CRM Software \| Sales Information Systems \| SAP (Product)

Increasing Customer Loyalty: Connected Intelligence & Loyalty sponsored by Hewlett-Packard Limited WEBCAST: Sixty-five percent of revenue at a typical company stems from existing customers. Ensuring your customers are loyal can increase profits anywhere between 25 and 80%. Retaining and enhancing existing customers is the top priority for today's CEOs. Watch this webcast and learn how to craft a strong CRM strategy through social networking. Posted: 01 Jun 2012 \| Premiered: Jun 1, 2012 TOPICS: Business Intelligence \| Business Intelligence Software \| CRM \| Customer Data Integration \| Customer Data Management \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Data Management \| Social Computing \| Social Networking \| Web 2.0

Geoffrey Moore on Application Transformation –Part 2 sponsored by Hewlett-Packard Company WEBCAST: Watch this video featuring renowned author and venture capitalist Geoffrey Moore as he discusses the future of enterprise IT and specifically how your application strategy can take full advantage of the latest tools and technology from mobile, the cloud, social media and more. Posted: 05 Jul 2012 \| Premiered: Jul 5, 2012 TOPICS: Application Development \| Application Infrastructure \| Application Life-Cycle Management \| Cloud Computing \| Collaboration \| CRM \| IT Infrastructure \| Social Networking \| Web 2.0

Application Transformation – evolution or revolution? sponsored by Hewlett-Packard Company WEBCAST: With a variety of new application transformation solutions, businesses are attempting to bring together cloud, mobile and collaborative technologies to expand reach, enhance customer engagement, and drive bigger revenues. Access this video for more on the application transformation evolution and how it can affect your business and its success. Posted: 02 Jul 2012 \| Premiered: Jul 2, 2012 TOPICS: Application Integration \| Cloud Computing \| Cloud CRM \| Cloud Management \| Collaboration \| CRM \| Marketing \| Mobile CRM \| Systems Integration \| Web 2.0

Customer Service is Not an Assembly Line - Retool your Service Experience with Dynamic Case Management sponsored by KANA WEBCAST: Check out this informative webcast to understand how customer service and dynamic case management are related and how to build a strategy for both. Posted: 22 Jun 2012 \| Premiered: Jun 22, 2012 TOPICS: Business Process Management \| Business Process Management Software \| CRM \| Customer Service \| Knowledge Management

The Quest for Killer SIP Apps sponsored by NACR WEBCAST: Learn the benefits SIP can bring to your organization – helping you provide a heterogeneous UC environment to your users, increase enterprise mobility, ensure the delivery of communications applications, and more! Posted: 13 Jun 2012 \| Premiered: May 31, 2012 TOPICS: Application Integration \| Cloud Computing \| CRM \| Instant Messaging \| ISDN \| Mobile Workers \| Remote Users \| SIP \| Smart Phones \| Social Networking \| Tablet PC \| Videoconferences \| VoIP

Tommy Hilfiger Customer Testimonial Video sponsored by SAP APJ VIDEO: View this brief video to learn how SAP has helped Tommy Hilfiger to mobilize its business processes, including making its entire look book available on the iPad and improving its relations with suppliers in over 40 countries. Posted: 27 Mar 2012 \| Premiered: 27 Mar 2012 TOPICS: Business Process Management \| CRM \| Mobile CRM \| Mobile Device Management \| Mobile Device Management Software \| Mobile Workers \| SAP (Product) \| Supply Chain Management

Free 30-Day Trial: Quark Brand Manager sponsored by Quark Software TRIAL SOFTWARE: Access this page to learn more about key features and register for a free 30-day trial of Quark Brand Manager. 40 users included (additional users available). Posted: 09 Mar 2012 \| Premiered: 09 Mar 2012 TOPICS: Collaboration \| Collaborative Applications Software \| Content Management \| CRM \| Marketing \| SaaS business intelligence \| Sales and Marketing Software

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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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