CRM White Papers

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May 25, 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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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sponsored by Aspect WHITE PAPER: Many contact centers can't keep up with the demands of the "Consumer 2.0" due to outdated technologies and inefficient call center staffing.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

How new devices, networks, and consumer habits will change the web experience sponsored by Akamai Technologies WHITE PAPER: Delivering a stellar web experience has only become more complex in recent years, as customers visit websites not only from PCs, but from a variety of mobile devices. Access this helpful report to learn why new devices, networks, and consumer habits are transforming the web experience and how you can adapt. Posted: 16 May 2013 \| Published: 22 Jan 2013 TOPICS: CRM \| Customer Satisfaction \| Mobile CRM \| Mobile Device Management \| Web 2.0 \| Web Content Management \| Web Site Design

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

Infor Epiphany Brochure sponsored by Infor WHITE PAPER: This helpful resource introduces one CRM tool that allows you to optimize your customer interactions across all communication channels and glean deeper insight into your customer base. Read on to learn about the specific benefits this technology offers businesses across all sectors. Posted: 30 Apr 2013 \| Published: 31 Dec 2012 TOPICS: CRM \| CRM Analytics \| Customer Data Integration \| Customer Data Management \| Customer Loyalty \| Customer Satisfaction \| Customer Service \| Customer Support Software \| Social Networking \| Web 2.0

New Opportunities for Business Intelligence: Seven Ways to Deliver a Superior Customer Experience Now sponsored by Information Builders WHITE PAPER: Customer service has a profound impact on profitability. And even more, you have to think about your reputation in this age of social media. Read this informative white paper analyzing seven exciting technology innovations that can empower businesses to optimize customer service in today's multi-channel world. Posted: 30 Apr 2013 \| Published: 30 Apr 2013 TOPICS: CRM \| CRM Analytics \| Customer Satisfaction \| Customer Service \| Data Analytics \| Data Mining \| Master Data Management \| Predictive Analytics \| Web 2.0

Improve the Patient Journey With Omni-Patient™ sponsored by Information Builders WHITE PAPER: This informative paper examines the challenges healthcare organizations are currently facing when it comes to providing high-quality patient care. Discover the major barriers hindering their success in this area and discover a tool to help overcome these challenges. Posted: 30 Apr 2013 \| Published: 30 Apr 2013 TOPICS: CRM \| Customer Data Integration \| Customer Satisfaction \| Data Integration \| Health Care Billing \| Health Care Industry \| Health Care Software

Thinking Beyond Traditional BPM: Managing the Customer Lifecycle in an Information-Rich Environment sponsored by OpenText WHITE PAPER: Today, monitoring the myriad content and processes that make up the complete customer relationship requires more than legacy enterprise applications can provide. This white paper discusses the shortcomings of traditional BPM, and how an emerging breed of packaged applications offers greater targeted functionality with a shorter deployment time. Posted: 19 Apr 2013 \| Published: 19 Apr 2013 TOPICS: Application Deployment \| Application Integration \| Business Process Management \| CRM \| Enterprise Content Management \| SOA

Advancing Your Digital Marketing Strategy with Webtrends Analytics sponsored by WebTrends WHITE PAPER: In the age of social media, web analytics can help you harness data from a variety of channels to construct and implement an effective, integrated marketing strategy. Check out this helpful white paper to learn how you can advance your digital marketing strategy, grow brand loyalty and build revenue through the use of analytics. Posted: 18 Apr 2013 \| Published: 18 Apr 2013 TOPICS: CRM \| CRM Analytics \| Customer Data Management \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Marketing \| Social Networking \| Web 2.0 \| Web Analytics \| Web Analytics Software

Online Testing for Site Optimization: 101 sponsored by WebTrends WHITE PAPER: Web site optimization can drastically help your business increase conversion rates and bring in revenue, but it is not a simple process. Turn to this informative white paper to learn about the different types and strengths of online testing for site optimization, and determine which process is most effective for your organization. Posted: 16 Apr 2013 \| Published: 16 Apr 2013 TOPICS: CRM \| Customer Loyalty \| Customer Retention \| Customer Service \| Testing \| Web 2.0 \| Web Content Management \| Web Development \| Web Site Design \| Web Site Monitoring

Ensuring Success with On-site Testing and Targeting sponsored by WebTrends WHITE PAPER: Your company's website is one of your most valuable assets, so it needs to be as effective, informative, and engaging as possible in order to provide the best customer experience. Turn to this white paper to learn the challenges behind optimizing your site and learn how you can avoid the pitfalls while implementing the most effective processes. Posted: 16 Apr 2013 \| Published: 16 Apr 2013 TOPICS: Content Management \| CRM \| Customer Loyalty \| Customer Satisfaction \| Customer Service \| Marketing \| Web 2.0 \| Web Content Management \| Web Development \| Web Site Design

‘A Little Extra Service’ Raises Customer Satisfaction and Lowers Costs sponsored by Oracle Corporation UK Ltd WHITE PAPER: Customers today hate calling representatives on the phone - they want answers fast, online, and easy to access. Check out this white paper to learn how your company can go the extra mile in CRM to drive customer satisfaction and save money with initiatives in web self-service, live chat, email management, and more. Posted: 17 Apr 2013 \| Published: 17 Apr 2013 TOPICS: CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Satisfaction \| Customer Self-Service \| Customer Service \| Customer Service Best Practices \| Oracle (Product) \| Web 2.0

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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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