CRM White Papers

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Feb 10, 2012

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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Improving Sales Effectiveness In a Buyer’s Market sponsored by SAP America, Inc. WHITE PAPER: This paper details the results of a survey of 160 firms with annual revenues of $250M or more conducted to determine whether their customer relationship management (CRM) software is addressing the changed and changing requirements of sales reps as they develop relationships and pursue opportunities in light of ever increasing buyer expectations. Posted: 07 Feb 2012 \| Published: 07 Feb 2012 TOPICS: Business Intelligence \| CRM \| CRM Analytics \| CRM Best Practices \| CRM Software \| Sales and Marketing Software \| Sales Information Systems \| Sales Representatives

CRM and Social Media: How a Blended Approach Means Good Business in the Hospitality Industry sponsored by Infor CRM WHITE PAPER: This white paper offers hospitality strategies for combining social media and real-time customer relationship management (CRM) to wow patrons and increase customer loyalty. Learn how social CRM can increase your ROI and build your business reputation. Posted: 07 Feb 2012 \| Published: 07 Feb 2012 TOPICS: CRM \| CRM Best Practices \| CRM Software \| Marketing \| Social Computing \| Social Networking

The Customer Loyalty Conundrum sponsored by SAP America, Inc. WHITE PAPER: In 2011, Forrester Consulting conducted a study to find out how customer loyalty decision-makers define and execute customer loyalty. Read this study to find Forrester's analysis of how loyalty decision-makers currently use customer data, technology, and analytics to manage customer loyalty programs. Posted: 06 Feb 2012 \| Published: 06 Feb 2012 TOPICS: Business Intelligence \| CRM \| CRM Analytics \| CRM Best Practices \| Customer Data Integration \| Customer Data Management \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Loyalty Programs

BoldChat Whitepaper: Proactive Chat sponsored by LogMeIn, Inc. WHITE PAPER: If you are unfamiliar with proactive chat or already have proactive chat software and want to learn how to make the most of it, then check out this white paper to gain a strong understanding. Posted: 06 Feb 2012 \| Published: 06 Feb 2012 TOPICS: CRM \| CRM Software \| Customer Satisfaction \| Customer Service \| Web 2.0

Best Practices for Mobile Device Support sponsored by LogMeIn, Inc. WHITE PAPER: Access today’s whitepaper to learn more about the best practices for mobile devices support and a solution that can help you make your mobile support be better – and smarter. Posted: 01 Feb 2012 \| Published: 01 Feb 2012 TOPICS: CRM \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Support Software \| Help Desk Software \| Help Desks \| Mobile Device Management \| Remote Access Software \| Smart Phones \| Tablet PC

North American Contact Center Industry 2011: A Mid-Year Update and Forecast sponsored by Calabrio, Inc. WHITE PAPER: This informative market update from The National Association of Call Centers (NACC) provides a comprehensive look at the industry. Posted: 31 Jan 2012 \| Published: 31 Jan 2012 TOPICS: Call Center Management \| Call Centers \| Contact Center Management \| Contact Centers \| CRM \| CRM Best Practices \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices

Can Your Center Keep Up with the Changes? Manage the Avalanche of Complexity and Still Control Costs sponsored by Calabrio, Inc. WHITE PAPER: Read this white paper to learn more about the future changes with contact centers and the best ways to prepare your organization for these changes. Posted: 31 Jan 2012 \| Published: 31 Jan 2012 TOPICS: Call Center Management \| Call Center Software \| Call Centers \| Contact Center Management \| Contact Center Software \| Contact Centers \| CRM \| Customer Service

Making WFM Work: Best Practices and ROI Model sponsored by Calabrio, Inc. WHITE PAPER: There has been tremendous innovation in contact center workforce management (WFM) over the past three years, with new vendors and offerings entering the scene. Find out how the new generation of WFM solutions are easier to use, improve agent satisfaction, enhance customer experience and cut costs. Posted: 31 Jan 2012 \| Published: 31 Jan 2012 TOPICS: Call Center Management \| Call Center Software \| Call Centers \| Contact Center Management \| Contact Center Software \| Contact Center Workforce Management \| Contact Center Workforce Management Software \| Contact Centers \| CRM \| CRM Software \| Customer Service \| Workforce Management Software

Smarter Commerce for Consumer Electronics White Paper sponsored by IBM WHITE PAPER: When we talk about the world becoming increasingly interconnected, instrumented and intelligent, the most ubiquitous example is the smartphone. It collects and disseminates data while its users are at home and on the go, serving up just as much socially driven info as static, always-there web content. This white paper outlines smarter commerce. Posted: 30 Jan 2012 \| Published: 30 Jan 2012 TOPICS: CRM \| Customer Data Integration \| Customer Service \| Mobile CRM \| Mobile Device Management \| Smart Appliances \| Smart Phones \| Value Chain Integration \| Value Chain Management

Service. Smarter. Thriving in the age of the empowered customer sponsored by IBM WHITE PAPER: In this white paper, learn all about IBM's smarter commerce approach, which considers the entirety of the business-to-business (B2B) and business-to-consumer (B2C) experience. Read on and gain insight into how you can separate yourself from the competition by offering outstanding customer care in the days, months and even years after a sale. Posted: 30 Jan 2012 \| Published: 30 Jan 2012 TOPICS: B2B \| B2C \| CRM \| CRM Analytics \| CRM Software \| Customer Data Integration \| Customer Loyalty \| Customer Retention \| Customer Service

Sell. Smarter. Thriving in the age of the empowered customer sponsored by IBM WHITE PAPER: Read this brief white paper and learn about some smarter commerce technologies available from IBM, including cross-channel selling, distributed order management, customer integration and collaboration and much more! You also will gain insight into different supply chain management platforms that IBM has to offer. Posted: 30 Jan 2012 \| Published: 30 Jan 2012 TOPICS: CRM \| CRM Analytics \| Customer Data Integration \| Customer Data Management \| Customer Service \| Predictive Analytics \| Supply Chain Management \| Supply Chain Software

Customer Analytics Pay Off sponsored by IBM WHITE PAPER: Read this white paper to learn four stages of organizational capabilities and associated customer analytics strategies to help gain deeper customer insight. Posted: 24 Jan 2012 \| Published: 24 Jan 2012 TOPICS: Business Intelligence \| CRM \| CRM Analytics \| CRM Best Practices \| Customer Data Integration \| Customer Data Management \| Customer Service

Best Practices for Transforming to a Multi-Channel Contact Center sponsored by inContact WHITE PAPER: Read this white paper to get a framework, plan and recommended best practices for transforming your siloed contact centers into a multi-channel servicing environment. Posted: 20 Jan 2012 \| Published: 20 Jan 2012 TOPICS: Call Center Management \| Call Centers \| Contact Center Management \| Contact Center Software \| Contact Centers \| CRM \| CRM Best Practices \| Customer Satisfaction \| Customer Service \| Messaging Software \| Social Networking \| Web 2.0

Top 5 Ways to Make IVR Work For You and Your Customers sponsored by inContact WHITE PAPER: This white paper describes five tips and challenges for using Interactive Voice Response (IVR) systems. Posted: 20 Jan 2012 \| Published: 20 Jan 2012 TOPICS: Call Center Management \| Call Center Software \| Call Centers \| Contact Center Management \| Contact Center Software \| Contact Centers \| CRM \| CRM Software \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| IVR

The Case for Electronic Signatures for Human Resources & Staffing sponsored by DocuSign, Inc. WHITE PAPER: This paper details the benefits of electronic signature systems and how they particularly assist the human resources industry. Posted: 20 Jan 2012 \| Published: 20 Jan 2012 TOPICS: Contract Management \| CRM \| Document Management \| Electronic Signatures \| Human Resources Software

What You Should Know about E-Signature Law sponsored by DocuSign, Inc. WHITE PAPER: Read this brief white paper to familiarize yourself with eSignature laws so that your company can gain a competitive edge and increase your business's productivity. Posted: 20 Jan 2012 \| Published: 20 Jan 2012 TOPICS: Contract Management \| CRM \| Electronic Signatures \| Sales \| Sales Order Management \| Sales Orders \| Sales Representatives

Why It Pays to Use Electronic Signature sponsored by DocuSign, Inc. WHITE PAPER: This white paper describes the many benefits of electronic signatures and how your organization can implement an eSignature system into your current contract process. Posted: 20 Jan 2012 \| Published: 20 Jan 2012 TOPICS: Contract Management \| CRM \| Electronic Signatures \| Sales \| Sales Orders \| Sales Representatives

Accelerate Sales with Electronic Signature Technology sponsored by DocuSign, Inc. WHITE PAPER: Access this brief white paper now to learn how to implement electronic signatures into your sales department for speedier closes. Posted: 18 Jan 2012 \| Published: 18 Jan 2012 TOPICS: CRM \| CRM Software \| Electronic Signatures \| Sales \| Sales and Marketing Software \| Sales Order Management \| Sales Orders \| Sales Representatives

CRM Thought Leadership booklet sponsored by IBM WHITE PAPER: With instant access to information, customers expect a purchase experience that matches the ease and speed of the information-gathering experience. Read this white paper, created in collaboration with Frost & Sullivan, to see how a customer relationship management (CRM) solution can help you respond on the customers’ terms. Posted: 17 Jan 2012 \| Published: 17 Jan 2012 TOPICS: CRM \| CRM Best Practices \| Customer Data Integration \| Customer Loyalty \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices

CRM Sheds Light on Tommy Bahama Customers sponsored by Infor CRM WHITE PAPER: Read this brief article to discover how this growing retail chain of "island fashion" utilizes their loyal customers and their information to keep their business going through the recession and beyond. Posted: 17 Jan 2012 \| Published: 17 Jan 2012 TOPICS: Business Intelligence \| CRM \| CRM Best Practices \| Customer Data Integration \| Customer Loyalty \| Customer Satisfaction \| Data Analytics

Have You Earned Your Customers’ Trust? sponsored by inContact WHITE PAPER: Companies need to take their customer experience to the next level. This means being more responsive and proactive, delivering consistently on brand promises, listening to customers and acting on that insight. Read on to learn why customer trust is critical to your business and how to successfully build your customer's trust. Posted: 17 Jan 2012 \| Published: 17 Jan 2012 TOPICS: CRM \| CRM Best Practices \| Customer Loyalty \| Customer Satisfaction

How to retain customer loyalty in the competitive retail market sponsored by Infor CRM WHITE PAPER: Read this now to learn how single-view software could enhance your customer relationship interactions with more insightful data. Posted: 16 Jan 2012 \| Published: 16 Jan 2012 TOPICS: CRM \| CRM Analytics \| CRM Best Practices \| Customer Data Integration \| Customer Data Management \| Customer Interaction Services \| eCommerce \| Web 2.0 \| Web Content Management

The Ultimate Guide to Email Prospecting sponsored by Citrix Online Go To Meeting WHITE PAPER: This new e-book by Jill Konrath, sales strategist and author, explores how to craft an email message that grabs the attention of prospects and compels them to continue the conversation. Posted: 13 Jan 2012 \| Published: 13 Jan 2012 TOPICS: CRM \| CRM Best Practices \| Direct Marketing \| Email \| Email Marketing \| Sales \| Sales Representatives

Boost Your Image: Master the Three Stages of Video Conferencing Success sponsored by Citrix Online Go To Meeting WHITE PAPER: This new 1080 Group white paper explores best practices for video conferencing and provides a handy checklist for preparing and conducting a successful video conferencing session. Posted: 13 Jan 2012 \| Published: 13 Jan 2012 TOPICS: CRM \| Customer Loyalty \| Customer Satisfaction \| Customer Service \| Videoconferences

Oracle RAC Migration Guide: Addressing the New Demands on Data Center Architectures sponsored by Cisco Systems, Inc. WHITE PAPER: This white paper provides detailed insight into the evolving server landscape and discusses the reasons why companies are considering moving to x86 platforms. Discover lessons learned from your peers as well as the results you can expect to achieve after your migration is complete. Posted: 11 Jan 2012 \| Published: 11 Jan 2012 TOPICS: CRM \| Data Center Management \| Linux \| RISC \| SAP (Product) \| Server Management \| UNIX \| UNIX Server Hardware

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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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