CRM White Papers

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Jun 18, 2013

Business of Information Technology > Business Management >
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 White Papers (View All Report Types)
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Kognitio delivers for ScottishPower sponsored by Kognitio WHITE PAPER: Find out how a company working toward dominance as a multi-utility supplier can achieve effective customer relationship management (CRM.) This resource explores how one company found a way to scan millions of rows of information in seconds to utilize and interpret valuable information. Posted: 10 Jun 2013 \| Published: 10 Jun 2013 TOPICS: CRM \| CRM Analytics \| CRM Analytics Software \| CRM Best Practices

Segmetrix's MatchLists.com makes data matching and de-duplication child's play thanks to Kognitio sponsored by Kognitio WHITE PAPER: It's not often that a company can say it has the ability to truly revolutionize the way companies do business from its ﬁrst day in operation. View this white paper to find out how Segmetrix, a UK-based B2B intelligence, helped ensure customers that they have accurate, consistent data. Posted: 07 Jun 2013 \| Published: 07 Jun 2013 TOPICS: CRM \| CRM Analytics \| CRM Analytics Software \| CRM Best Practices \| Data Warehouse Software \| Data Warehouses

Big Data in the Insurance Industry sponsored by IBM WHITE PAPER: In this resource, get an in-depth look at how insurers can leverage the volume, velocity, and variety of both structured and unstructured data. Discover the necessary first steps to implementing a big data analytics strategy and explore a variety of use cases for big data within the insurance business. Posted: 04 Jun 2013 \| Published: 31 Mar 2012 TOPICS: Business Intelligence \| CRM \| CRM Analytics \| Customer Data Integration \| Customer Retention \| Data Analytics \| Data Governance \| Data Management \| Data Mining \| Data Quality \| Financial Management \| Insurance Industry \| Social Networking

Identifying Your Mobile Opportunities sponsored by IFS WHITE PAPER: This resource explores how mobile technology is impacting enterprise resource planning (ERP) systems and how mobility adds value to the business. Inside, find guidance for planning and extending mobility throughout your business and workforce. Posted: 04 Jun 2013 \| Published: 31 Jan 2013 TOPICS: CRM \| Enterprise Resource Management \| ERP \| ERP Software \| Mobile CRM \| Mobile Device Management \| Mobile Device Management Software \| Mobile Workers \| Smart Phones \| Tablet PC \| Workforce Management Software \| Workforce Planning

Enterprise Mobile Apps for Marketing and Sales sponsored by Apperian, Inc. WHITE PAPER: Access this exclusive resource to learn how you can effectively leverage the BYOD and consumerization of IT trend in order to better support sales and service teams and boost sales. Inside you'll find info about mobile customer relations management, mobile apps for marketing, a guide to selecting apps, and more. Posted: 31 May 2013 \| Published: 31 May 2013 TOPICS: CRM \| CRM Services \| Customer Interaction Services \| Customer Service \| Mobile Device Management \| Mobile IP \| Mobile Workers \| Sales \| Sales Representatives

Seven Trends Driving Effectiveness in the Contact Center sponsored by Avaya WHITE PAPER: Customers want to use social media, video, instant messaging and more to contact you - and they want to do it quickly. In this resource, check out seven key trends that are driving effectiveness in the contact center. Posted: 31 May 2013 \| Published: 30 Apr 2013 TOPICS: Call Center Management \| Call Centers \| Contact Center Management \| Contact Centers \| CRM \| CRM Analytics \| CRM Best Practices \| Customer Service \| Social Computing \| Web 2.0

Big Data in the Contact Center sponsored by Avaya WHITE PAPER: Collecting contact center data is just the first step to serving your customers more effectively. Understanding qualitative data using the newest analytics technologies is also essential - learn how to turn your data into actionable intelligence in this helpful resource. Posted: 31 May 2013 \| Published: 31 May 2013 TOPICS: Call Centers \| Contact Centers \| CRM \| CRM Analytics \| Customer Data Integration \| Customer Service \| Data Analytics \| Data Mining

Blended interaction : For Inbound and Outbound sponsored by Aspect WHITE PAPER: Finding a way to unify, streamline, and simplify communication between employees and customers is key to great customer experience. This resource explores how blended interaction leverages modern enterprise technologies to connect call center agents, consumers, and knowledge workers through a multitude of channels. Posted: 28 May 2013 \| Published: 30 Apr 2013 TOPICS: Call Center Management \| Call Center Software \| Call Centers \| Contact Center Software \| Contact Centers \| CRM \| Customer Interaction Services \| Customer Service

Turning Social Media into a Game-Changing Customer Care Channel sponsored by Aspect WHITE PAPER: Today's customers demand highly personalized, engaging experiences, and leveraging social media to transform your contact center is a way to surpass these expectations. Access this whitepaper to learn how combining contact center best practices with social media CRM technologies can increase the effectiveness of your customer interactions. Posted: 28 May 2013 \| Published: 23 May 2013 TOPICS: Call Centers \| Contact Centers \| CRM \| Customer Interaction Services \| Customer Satisfaction \| Customer Service \| Social Networking \| Web 2.0

Productive Workforce sponsored by Aspect WHITE PAPER: Many contact centers can't keep up with the demands of the "Consumer 2.0" due to outdated technologies and inefficient call center staffing. In this resource, discover how a workforce optimization strategy can help you improve customer experience and reduce cost per interaction. Posted: 24 May 2013 \| Published: 31 Mar 2013 TOPICS: Call Center Management \| Call Centers \| Contact Center Management \| Contact Centers \| CRM \| Customer Satisfaction \| Customer Service \| Workforce Planning

Keeping Pace with the Consumer sponsored by Aspect WHITE PAPER: Customers are demanding high levels of service from a variety of new channels - channels that bring both risk and opportunity for CRM. This helpful whitepaper outlines the key capabilities of a next-generation contact center and explores the various tools you should consider for supporting a collaborative CRM initiative. Posted: 23 May 2013 \| Published: 31 Mar 2013 TOPICS: Call Centers \| Collaboration \| Contact Centers \| CRM \| Customer Satisfaction \| Customer Service

Are Public Sector organisations embracing collaboration to provide more Seamless Service for the 24/7 citizen? sponsored by Aspect WHITE PAPER: Modern contact centers are faced with customer demands for consistent, 24/7 service and support - even the public sector. This in-depth survey report delves into the challenges that public sector contact centers face, highlights the key trends that will affect customer interaction, and investigates the success rates of cost-savings initiatives. Posted: 23 May 2013 \| Published: 23 May 2013 TOPICS: Call Center Management \| Call Centers \| Contact Centers \| CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Service \| Mobile Workers \| Social Networking \| Web 2.0

Making the Back Office Pay sponsored by Aspect WHITE PAPER: 42% of contact center decision-makers say they're unable to effectively manage end-to-end workflow of customer interactions, and one of the main reasons for this is sub-par back-office processes. In this resource, explore how improving back-office staff utilization and performance results in more accurate, timelier responses to customer queries. Posted: 23 May 2013 \| Published: 31 Mar 2013 TOPICS: Call Center Management \| Call Centers \| CRM \| Customer Service \| Employee Performance Management (EPM) \| Human Resources Management \| Workforce Planning

Permissions and Preferences: Let's Rethink This sponsored by Message Systems WHITE PAPER: This insightful resources explores the changing landscape of email marketing and explains why customer engagement, rather than permissions, is the most valuable asset you have for effective customer relationship management and successful marketing campaigns. Posted: 08 May 2013 \| Published: 31 Dec 2012 TOPICS: CRM \| CRM Analytics \| Customer Data Management \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Email Marketing

How to Send Zillions of Emails a Day sponsored by Message Systems WHITE PAPER: Many organizations send out millions of emails each day, but unless you manage your email efforts correctly, you might be draining resources and frustrating your customer base. This white paper counts down four tips to help you get it right. Posted: 08 May 2013 \| Published: 31 Dec 2012 TOPICS: CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Email \| Email Management \| Email Marketing \| Email Software \| Messaging Software \| Spam

Why Cloud? Better Security than Most Companies Can Provide Themselves sponsored by Five9 WHITE PAPER: This white paper explains how cloud security may be the safer investment for businesses, including customer-oriented organizations and contact centers. Discover why moving applications to the cloud could better protect your data than if it were kept on-premise. Posted: 07 May 2013 \| Published: 07 May 2013 TOPICS: Call Center Management \| Call Centers \| Cloud Computing \| Cloud CRM \| Cloud Security \| CRM \| CRM Software \| Data Security

Customer Engagement in a Mobile World sponsored by Message Systems WHITE PAPER: This comprehensive white paper explores the state of customer-business interaction today, and outlines the capabilities and features of a "customer communication hub" – a way to unify customer interaction across a variety of modern channels, including social media and mobile. Posted: 06 May 2013 \| Published: 31 Dec 2012 TOPICS: CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Service \| Mobile CRM \| Social Networking \| Web 2.0

Five Success Factors for CMS/Digital Marketing Success: the It Management Perspective sponsored by SiteCore WHITE PAPER: This resource counts down five IT-specific tips that will help you ensure your content management system (CMS) project is a success, allowing your organization to deliver a high-quality, dependable, and consistent user experience. Posted: 03 May 2013 \| Published: 31 Dec 2011 TOPICS: Content Delivery \| Content Management \| Content Management Systems \| CRM \| CRM Best Practices \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| IT Best Practices \| IT Management \| Marketing \| Online Marketing \| Web Content Management

Top Six Strategies for CMS/Digital Marketing Success: The Developers Perspective sponsored by SiteCore WHITE PAPER: This resource counts down six strategic guidelines that will help you plan a dependable and developer-friendly content management system (CMS) project and deliver a consistent, high-quality user experience. Posted: 03 May 2013 \| Published: 31 Dec 2011 TOPICS: Application Development \| Content Delivery \| Content Management \| Content Management Systems \| CRM \| CRM Best Practices \| Customer Loyalty \| Customer Satisfaction \| Marketing \| Online Marketing \| User Experience \| Web Content Management

Architected for Personalization: How Sitecore's coupled architecture enables individualized web experiences sponsored by SiteCore WHITE PAPER: This resource examines the crucial role that content management systems (CMSs) play in delivering a personalized customer experience, and outlines key factors that your organization should consider in order to make the CMS selection process a success. Posted: 02 May 2013 \| Published: 31 Dec 2012 TOPICS: Contact Management \| Contact Management Software \| Content Delivery \| Content Management \| Content Management Systems \| CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| eCommerce \| Enterprise Content Management \| Enterprise Content Management Software \| Personalization \| Web Content Management

CMS selection drives customer experience: A guide for marketers & developers sponsored by SiteCore WHITE PAPER: Content management systems (CMSs) now play a critical role in delivering an excellent customer experience. This resource highlights the key criteria you should consider when selecting a CMS to ensure interoperability with the rest of your customer experience management tools. Posted: 02 May 2013 \| Published: 02 May 2013 TOPICS: Content Delivery \| Content Management \| Content Management Software \| Content Management Systems \| CRM \| CRM Best Practices \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| eCommerce \| Enterprise Content Management \| Personalization \| Web Content Management

Mobilize Your CRM Investment, Empower Your Sales Teams sponsored by Kony WHITE PAPER: This white paper introduces a mobile customer relationship management technology that gives your sales team access to account, lead, opportunity, and customer information on any device, at any time. Read on to learn how this technology enables a more efficient, productive sales force and can provide your company with a multitude of benefits. Posted: 02 May 2013 \| Published: 31 Dec 2012 TOPICS: Application Deployment \| Application Performance Management \| Cloud Computing \| CRM \| Mobile CRM \| Mobile Device Management \| Mobile Workers

Integrated data mining - the core to customer analytics success sponsored by Infor WHITE PAPER: For most companies, data mining for customer analytics fails to live up to its potential, due to the complexity and cost of traditional tools. Inside, discover the challenges that traditional data mining systems pose and gain insight on how you can overcome them to enable customer analytics success. Posted: 01 May 2013 \| Published: 28 Feb 2013 TOPICS: CRM \| CRM Analytics \| Customer Data Management \| Customer Service \| Data Analytics \| Data Mining \| Data Mining Software

Infor Epiphany Social Commerce Solutions sponsored by Infor WHITE PAPER: This white paper introduces a software suite that can help you gain deeper customer insights from social media data, resulting in more successful marketing campaigns and customer relationships. Learn how this technology can help you achieve five main components of a successful CRM initiative. Posted: 01 May 2013 \| Published: 31 Dec 2012 TOPICS: CRM \| CRM Analytics \| CRM Best Practices \| Customer Interaction Services \| Customer Loyalty \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Social Networking \| Web 2.0

CRM and Social Media sponsored by Infor WHITE PAPER: Leveraging social media as part of your marketing strategy has obvious benefits, but you need the right strategy to experience all of them! This helpful resource answers questions about the why and how of social CRM, and offers five key guidelines for an effective social media strategy. Posted: 01 May 2013 \| Published: 31 Dec 2012 TOPICS: CRM \| CRM Analytics \| CRM Best Practices \| Customer Interaction Services \| Customer Loyalty \| Customer Satisfaction \| Customer Service \| Social Networking

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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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