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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.
CRMWhite Papers (View All Report Types)
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Top 10 Ways to Use Help Desk to Build Your MSP Business
sponsored by N-able Technologies
WHITE PAPER: This informative resource provides 10 helpful suggestions for building a successful MSP business, starting with the help desk.
Posted: 28 Aug 2014 | Published: 28 Aug 2014

N-able Technologies

How COOs are Making their Operations More Customer-centric
sponsored by IBM
WHITE PAPER: This white paper dives deep into the importance of the COO becoming a true business partner in driving strategic change. See how these operations execs are differentiating their companies by providing customers with instant, seamless and insightful experiences.
Posted: 28 Aug 2014 | Published: 31 Oct 2013

IBM

Five Advantages of Mobile for Customer Service
sponsored by Salesforce
WHITE PAPER: Customers expect a seamless experience, regardless of where reps are located – making mobile more essential than ever. This whitepaper considers 5 reasons why mobile should be part of your service strategy.
Posted: 28 Aug 2014 | Published: 28 Aug 2014

Salesforce

SaaS Configure, Price, and Quote (CPQ) for Streamlined Sales Cycles
sponsored by Oracle Corporation
WHITE PAPER: In this white paper, you'll learn about a Software-as-a-Service (SaaS) configure, price, quote (CPQ) technology that helps you streamline the entire opportunity-to-order process from product selection to pricing to approval workflows.
Posted: 21 Aug 2014 | Published: 21 Aug 2014

Oracle Corporation

Improve Service with a Single View of the Customer
sponsored by Informatica
WHITE PAPER: Uncover the impact of cloud master data management (MDM) on CRM success, as well as the 5 stages of the customer lifecycle.
Posted: 20 Aug 2014 | Published: 30 Jun 2013

Informatica

A Quick Peek at the Data.com App
sponsored by Salesforce Data.com
WHITE PAPER: Find out how one vendor's technology can give your sales team a competitive edge by giving you a 360-degree view of your customers.
Posted: 20 Aug 2014 | Published: 20 Aug 2014

Salesforce Data.com

Make the Voice of the Customer Your Business Asset
sponsored by Attensity
WHITE PAPER: Access the following white paper to uncover the top 10 steps to improving your customer experience strategy. Learn what it takes to make the voice of the customer one of your greatest assets; including the technology to consider, focus points, and more.
Posted: 19 Aug 2014 | Published: 19 Aug 2014

Attensity

Reboot Your Organization For Modern Marketing
sponsored by Box
WHITE PAPER: The following report will intends to introduce CMOs to the concept of a marketing operating system—an organizational framework that will enable CMOs to develop more flexible and more customer-aware marketing teams.
Posted: 15 Aug 2014 | Published: 15 Aug 2014

Box

Enhance the 360 Degree View of Your Customer
sponsored by IBM
WHITE PAPER: Learn about the master data management (MDM) system capable of delivering a 360-degree view of both structured and unstructured data, so you can better assist your customers.
Posted: 14 Aug 2014 | Published: 30 Apr 2014

IBM

Leverage ERP for Sales and Operations Planning
sponsored by IFS
WHITE PAPER: Learn about S&OP and how your organization should leverage it to track the efforts of sales and operations over time.
Posted: 12 Aug 2014 | Published: 12 Aug 2014

IFS

What's Changing in the World of Work?
sponsored by IBM
WHITE PAPER: Social, mobile, analytics, and cloud computing are drastically changing the way work gets done across the enterprise. So what tools and strategies can you leverage to make sure your workforce reaps the most benefits from this nexus of forces? View this white paper to discover how to create and manage a more efficient, empowered workforce.
Posted: 08 Aug 2014 | Published: 08 Aug 2014

IBM

New expectations for a new era: HR insights from the Global C-suite Study
sponsored by IBM
WHITE PAPER: The customer is more empowered than ever before, and the workforce needs to adapt to their increasing demands -- is your business ready? In this analysis of a 2013 C-suite study, discover what steps companies are taking to create a workforce that succeeds in today's customer-driven world.
Posted: 07 Aug 2014 | Published: 31 Mar 2014

IBM

Channels are Irrelevant
sponsored by SDL
WHITE PAPER: Find out how your organization should approach the age of omni-channel engagement, and what it means for customer demands.
Posted: 07 Aug 2014 | Published: 07 Aug 2014

SDL

Multi-Channel Marketing – Delivering Big on Next-Gen Customer Experience
sponsored by Infor
WHITE PAPER: Learn about the multi-channel marketing approach and how it can help your business deliver a top-notch next-gen customer experience.
Posted: 07 Aug 2014 | Published: 07 Aug 2014

Infor

Channel Engagement is in the Hands of Consumers
sponsored by SDL
WHITE PAPER: Learn how you should approach your content strategy to accommodate the mobile generation's demands.
Posted: 06 Aug 2014 | Published: 06 Aug 2014

SDL

From Campaigns to Engagement: Moving Past the Status Quo
sponsored by Infor
WHITE PAPER: Find out why organizations need to adopt various forms of communication and content for each and every decision stage and channel in order to fuel revenue growth and customer satisfaction
Posted: 06 Aug 2014 | Published: 06 Aug 2014

Infor

Giving Customers What They Want, When They Want It
sponsored by Infor
WHITE PAPER: Find out which key characteristics collectively create the most effective customer experience.
Posted: 05 Aug 2014 | Published: 05 Aug 2014

Infor

Omni-Channel Customer Care
sponsored by Infor
WHITE PAPER: Learn how an omni-channel customer experience management (CEM) program can help your company accommodate changing buyer needs.
Posted: 04 Aug 2014 | Published: 31 Oct 2013

Infor

Supercharge Salesforce.com Initiatives with a 360-Degree View of the Customer
sponsored by IBM
WHITE PAPER: Discover the master data management (MDM) solution capable of giving organizations a comprehensive and accurate 360-degree view of their customers when integrated with a CRM solution.
Posted: 25 Jul 2014 | Published: 30 Apr 2014

IBM

The new frontier for personalized customer experience
sponsored by IBM
WHITE PAPER: The following white paper explores the need for businesses to implement a customer-centric view to their analytics and intelligence strategy. Also learn about a customer intelligence solution that can help create personalized and relevant experiences for individual customers, ultimately driving satisfaction and revenue.
Posted: 16 Jul 2014 | Published: 16 Jul 2014

IBM

The Power of Customer Context Beyond Campaigns: Build a Contextual Marketing Engine
sponsored by IBM
WHITE PAPER: The following white paper explores the current state of effectiveness of current marketing campaigns and presents the need of contextual marketing engines. Learn how this technology can create highly-engaging environments for customer interaction, can yield actionable customer data, and much more.
Posted: 14 Jul 2014 | Published: 14 Jul 2014

IBM

Strategizing to Differentiate: 4 Steps to Virtualize your Contact Center
sponsored by Genesys
WHITE PAPER: Good customer service has become strategically important for companies, yet at the same time, many customer service professionals need to do more with less. Creating a virtual Contact Center environment allows companies to achieve both goals.
Posted: 07 Jul 2014 | Published: 03 Jul 2014

Genesys

Move Forward: Create a More Satisfying and Productive Omni-channel Experience
sponsored by Hewlett-Packard Company
WHITE PAPER: Find out why so many are turning to the power of advanced information management and analytics (IM&A), in order to improve their understanding of consumers and deliver a seamless and more satisfying omni-channel experience.
Posted: 03 Jul 2014 | Published: 30 Jun 2014

Hewlett-Packard Company

Retail Needs to Embrace the Mobile Revolution
sponsored by Toshiba
WHITE PAPER: Find out how retailers are accommodating the consumers migration to a mobile-first world.
Posted: 03 Jul 2014 | Published: 03 Jul 2014

Toshiba

BPS Edge: CEM The New Style of Customer Engagement Management
sponsored by Hewlett-Packard Company
WHITE PAPER: Find out about the most recent customer engagement management innovations.
Posted: 03 Jul 2014 | Published: 31 Mar 2014

Hewlett-Packard Company
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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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