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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 White Papers (View All Report Types)
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Harness the Power of the Cloud to Engage Your Customers, Employees and Business
sponsored by NICE Systems, Inc
WHITE PAPER: Discover how to use a cloud-based workforce management (WFM) platform to simplify, automate, and scale your contact center's WFM infrastructure and operations.
Posted: 17 Aug 2017 | Published: 17 Aug 2017

NICE Systems, Inc

Top 5 Sales Processes: Spend Your Time Following Leads, Not Paperwork
sponsored by Nintex
WHITE PAPER: Discover how to adopt effective business process automation and reduce the number of tedious, paper-based tasks for sales teams. Uncover the top 5 sales processes that contribute to busy work and learn how to improve sales proposals, contract management and renewal, and more.
Posted: 14 Aug 2017 | Published: 14 Aug 2017

Nintex

CRM and Digital Opportunities for Today's SMBs
sponsored by Salesforce
WHITE PAPER: This report, commissioned by Salesforce, aims to identify potential areas SMBs can improve when it comes to using CRM and digital technology. Learn how to create more targeted, personalized marketing strategies, orchestrate multichannel strategies, assess the potential financial benefits of CRM, and more.
Posted: 10 Aug 2017 | Published: 10 Aug 2017

Salesforce

30 Steps to WordPress SEO Mastery
sponsored by Liquid Web
WHITE PAPER: To help your enterprises' site stand out, rank higher in organic searches, and avoid missing out on traffic and revenue, you'll need to fine-tune your site. And a solid search-engine optimization (SEO) strategy may be how. Learn the top 10 SEO recommendations in 3 categories: Site content, structure, and workflow.
Posted: 08 Aug 2017 | Published: 08 Aug 2017

Liquid Web

The Importance of Communications in the Hospitality Industry
sponsored by Motorola, Inc.
WHITE PAPER: Some industries, such as hospitality, rely on high guest satisfaction and efficiency – all of which can be achieved with good communications. In this guide, learn how to use Motorola Solutions Team Communications, within the hospitality industry as an example, to improve communications.
Posted: 07 Aug 2017 | Published: 07 Aug 2017

Motorola, Inc.

Design a Delightful Customer Experience with Guided Selling
sponsored by Infor
WHITE PAPER: Guided selling helps not only reduce friction in your own sales team but build familiarity with your customers. Learn 7 principles to enable this mode of selling in your organization.
Posted: 01 Aug 2017 | Published: 01 Aug 2017

Infor

How to Boost Sales Team Productivity
sponsored by Infor
WHITE PAPER: Not taking advantage of CRM initiatives could mean your sales department isn't living up to its potential. Inside, you'll learn 5 ways CRM can help boost their productivity and effectiveness.
Posted: 01 Aug 2017 | Published: 01 Aug 2017

Infor

5 Ways to Ensure a Consistent Customer Experience
sponsored by Infor
WHITE PAPER: Customers are constantly inundated with marketing messages across every channel, so to rise above the noise you'll need abundant customer data, excellent marketing technology, and savvy message alignment. Uncover 5 ways to ensure that your brand delivers a consistent, tailored customer experience.
Posted: 31 Jul 2017 | Published: 31 Jul 2017

Infor

Transforming Workforce Technology is the Key to Improving Customer Experience
sponsored by Dell and Microsoft
WHITE PAPER: This Forrester report explores how to leverage employee-facing technologies to improve customer experiences. Uncover key findings about workforce experiences across Asia Pacific and Japan (APJ) to learn how everything from legacy apps to mobile and SaaS impact the employee experience.
Posted: 18 Jul 2017 | Published: 18 Jul 2017

Dell and Microsoft

How Market Leaders are Delivering Exceptional Customer Experiences by Mobilizing Legacy Apps
sponsored by Capriza
WHITE PAPER: This white paper explores how to reach customers and engage them with fast, mobile, immediate apps and transactions. Learn how to mobilize your existing apps and legacy systems by finding out how innovative companies like Target and DirecTV rapidly created unique mobile apps for their businesses with little to no code.
Posted: 14 Jul 2017 | Published: 14 Jul 2017

Capriza

Increasing Retail Brick-and-Mortar Traffic With Innovative Digital Signage
sponsored by TechData - LG
WHITE PAPER: Read on to learn how digital signs are improving the customer experience by communicating with customers' mobile devices, creating sharper displays with pixel-by-pixel control, improve customer interaction near products, and much more.
Posted: 11 Jul 2017 | Published: 11 Jul 2017

TechData - LG

Supporting Retail In The Age Of The Connected Consumer
sponsored by Getronics
WHITE PAPER: Advancing technologies are giving customers more power than ever, leading the age of the "connected customer." So how do you turn these technologies into support for the retail industry? Access this brochure for 6 keys to retail technology success, as well as testimony from businesses that have put this tech to the test.
Posted: 28 Jun 2017 | Published: 28 Jun 2017

Getronics

Accelerate App Development with a Lifecycle of Service and Support
sponsored by Getronics
WHITE PAPER: When it comes to managing apps, every organization has the same goals: to drive down cost and complexity, to stop paying for licenses that are never used, to accelerate the provision of new apps without compromising security, etc. Discover how app services help you engineer new apps, re-platform for mobile, and more.
Posted: 26 Jun 2017 | Published: 26 Jun 2017

Getronics

Keeping Up With Modern Commerce: Ensure Your CRM Is Up-To-Task
sponsored by Pros Inc.
WHITE PAPER: With modern commerce, it's more vital than ever for businesses to meet changing B2B buying expectations, and continue to keep up their customer relationship to attain growth goals and remain viable. Uncover more about modern commerce, including how it's defined, why business leaders should pay attention, and what it entails.
Posted: 20 Jun 2017 | Published: 20 Jun 2017

Pros Inc.

Omnichannel Strategies and APIs: Redefine Your Customer Relationships
sponsored by MuleSoft
WHITE PAPER: New channels and new ways of interacting with customers emerge rapidly – meaning that creating omnichannel strategies is a key to future-proofing your business, not just a differentiator for the here and now. Explore how an API-led approach helps you deliver successful omnichannel customer experiences.
Posted: 19 Jun 2017 | Published: 19 Jun 2017

MuleSoft

Datasheet: SAP Hybris Commerce Cloud
sponsored by SAP Hybris
WHITE PAPER: Learn how SAP Hybris Commerce Cloud can help your business become omnichannel, deliver contextual customer experiences, and unify customer processes.
Posted: 12 Jun 2017 | Published: 12 Jun 2017

SAP Hybris

Digital Trends Reshaping the Buying Experience
sponsored by SAP Hybris
WHITE PAPER: Forrester has found that 75% of B2B buyers prefer to self-educate rather than speak to a sales representative. Uncover more stats, trends, and technologies reshaping the buying experience and what you can do to leverage new tools.
Posted: 12 Jun 2017 | Published: 12 Jun 2017

SAP Hybris

CRM Suites For Midsize Organizations
sponsored by SAP Hybris
WHITE PAPER: Large CRM vendors increasingly offer broader and deeper capabilities that increase their complexity. Still, some vendors are delivering modern interfaces and mobile-first strategies that address specific business problems. Which tools truly work in an enterprise setting? Learn how Forrester has rated 11 CRM vendors.
Posted: 12 Jun 2017 | Published: 21 Nov 2016

SAP Hybris

Vendor Analysis for Multichannel Customer Engagement Tools
sponsored by SAP Hybris
WHITE PAPER: Forrester has assessed 22 vendors that offer machine learning, personalization, and ad tech features designed to help marketers interact with their audience. Uncover which 5 capabilities companies should look for to make the decision-making process smoother.
Posted: 08 Jun 2017 | Published: 08 Jun 2017

SAP Hybris

11 Hot E-Commerce Vendors And How They Stack Up
sponsored by SAP Hybris
WHITE PAPER: In this Forrester Research report, learn why firms are investing in e-commerce technology that supports full spectrum selling, personalized digital customer experiences, data-driven merchant tools, and more.
Posted: 06 Jun 2017 | Published: 24 Mar 2017

SAP Hybris

Critical Capabilities for E-Commerce Platforms
sponsored by SAP Hybris
WHITE PAPER: 30% of e-commerce sites will integrate technology from more than 15 vendors to deliver a digital experience by 2018. Learn which capabilities are critical for B2C and B2B organizations delivering a personalized customer experience across channels.
Posted: 06 Jun 2017 | Published: 06 Jun 2017

SAP Hybris

The Age of the Patient: How CRM Guides Providers in this New Era of Healthcare
sponsored by Salesforce
WHITE PAPER: The shift toward value-based reimbursement and advances in CRM technology has created an opportunity to transform the patient experience. In this e-book, uncover how you can engage your patients and maintain relationships to improve satisfaction in this "Age of the Patient."
Posted: 01 Jun 2017 | Published: 01 Jun 2017

Salesforce

Reasons Why Executives Choose SAP Hybris Commerce Cloud
sponsored by SAP Hybris
WHITE PAPER: Find out why more executives at both small and large organizations are choosing SAP Hybris Commerce Cloud for their private cloud-based, integrated commerce, CRM, and content management strategies.
Posted: 01 Jun 2017 | Published: 01 Jun 2017

SAP Hybris

CMO Review: Navigating Change in the Digital Landscape
sponsored by SAP Hybris
WHITE PAPER: Learn what Alicia Hatch, CMO of Deloitte Digital, has to say about the dangers of ignoring the rate of change and the virtues of embracing technology, integration, and agility.
Posted: 01 Jun 2017 | Published: 01 Jun 2017

SAP Hybris

Your Guide to Building Customer Loyalty with Analytics
sponsored by SAS
WHITE PAPER: Happy customers mean a growing business, and for that reason, improving customer service with data analytics should be a top priority. Learn how you can get started on this journey by opening this white paper.
Posted: 26 May 2017 | Published: 26 May 2017

SAS
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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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