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Dec 2, 2009

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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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Communications Skills for Remote Support sponsored by LogMeIn, Inc. WHITE PAPER: A new era of on-demand remote support has brought with it a unique challenge to the agents who practice it: a new level of transparency for their interpersonal skills. In this white paper, you'll learn from an experienced communications skills expert, 4 specific steps to help supercharge your customer relationships in an era of remote support. Posted: 16 Sep 2009 \| Published: 16 Sep 2009 TOPICS: Call Center Management \| Call Center Services \| CRM \| CRM Services \| Customer Interaction Services \| Customer Support Software \| Remote Access Software \| Remote Control Software

Catalyst XPS - The Solution for Cross-Carrier Small Parcel Shipping From the SAP® Environment sponsored by CDC Global Services - Catalyst WHITE PAPER: This white paper will discuss Catalyst XPS, a tool that can integrate information from all the major small parcel carriers into one view, fully integrated with SAP. Catalyst XPS can save customers money and improve customer service, without creating an additional maintenance burden on their internal IT team. Posted: 15 Sep 2009 \| Published: 15 Sep 2009 TOPICS: CRM \| Customer Service \| ERP \| Manufacturing \| ROI \| SAP (Product) \| Supply Chain Management \| Transportation Management \| Warehouse Management Software

Customer Relationship Management: The Winning Strategy in a Challenging Economy sponsored by Microsoft WHITE PAPER: In a growth economy, businesses typically spend aggressively to stoke the growth engine. When money is tight, however, organizations seek more cost-effective ways to nurture their business expansion. This paper explains how organizations can save money over tough times and find themselves better positioned to take the lead when times improve. Posted: 15 Sep 2009 \| Published: 15 Sep 2009 TOPICS: CRM \| CRM Analytics \| CRM Services \| Customer Data Management \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Economic Environment

The Executive Guide to CRM Architecture: Why CRM Flexibility Will Impact Your Success sponsored by Microsoft WHITE PAPER: This white paper explains the importance of flexible software architecture, and how the right CRM solution can support and even advance an organization’s ability to evolve in lock-step with changes as they occur--enabling them to attain and maintain a competitive advantage. Posted: 14 Sep 2009 \| Published: 14 Sep 2009 TOPICS: CRM \| CRM Analytics \| CRM Best Practices \| CRM Services \| Customer Data Management \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Support Software

CRM and Social Networking: Engaging the Social Customer sponsored by Microsoft WHITE PAPER: As social networking sites explode in popularity, the hype and interest continue to build. But sorting the fact from the hype can be a challenge. This paper discusses tangible ways that organizations can extract measurable business value from social networking by leveraging it in conjunction with Customer Relationship Management (CRM) solutions. Posted: 14 Sep 2009 \| Published: 14 Sep 2009 TOPICS: Blogs \| CRM \| CRM Analytics \| Customer Interaction Services \| Customer Loyalty \| Customer Profiles \| Social Computing \| Social Networking \| Web 2.0

VoIP and Lower TCO Will Drive Adoption of Hosted On-Demand Contact Centers sponsored by Five9 WHITE PAPER: Read this paper to learn how organizations that have selected a hosted contact center solution have minimized or even eliminated the cost of their IT or telecom support departments. Keep reading to learn what the benefits a hosted contact center solution can have for your company. Posted: 10 Sep 2009 \| Published: 10 Sep 2009 TOPICS: Call Center Management \| Call Center Services \| Call Center Software \| Contact Center Management \| Contact Center Services \| Contact Center Software \| CRM \| CRM Software \| TCO

Using Encrypting File System to Protect Microsoft Dynamics CRM Data on a V3c Client Running Windows XP Professional sponsored by Microsoft WHITE PAPER: This white paper explains how to use Encrypting File System (EFS), a feature that is provided by default in the Windows® operating system, to protect data in Microsoft Dynamics CRM clients for Outlook Compatibility Update running on Windows XP Professional Service Pack 2 (SP2). There are many different solutions available to encrypt data on disk. Posted: 10 Sep 2009 \| Published: 10 Sep 2009 TOPICS: CRM \| CRM Software \| Customer Data Management \| Customer Data Management Software \| Customer Retention \| Operating Systems \| Windows XP

Anatomy of a Siebel CRM Archiving Project sponsored by IBM WHITE PAPER: The basic principles for managing an archiving project presented in this paper can help you initiate and plan an archiving strategy that meets your organization’s requirements. Posted: 04 Sep 2009 \| Published: 04 Sep 2009 TOPICS: Backups \| CRM \| Customer Data Management \| Customer Retention \| Data Management \| Enterprise Content Management

Wealth Management Firms Choose CRM to Improve Productivity and Client Service sponsored by Microsoft WHITE PAPER: To more clearly understand how wealth management firms are using Microsoft Dynamics CRM, Microsoft turned to IT advisory firm Mainstay Partners for an independent assessment. Mainstay Partners interviewed a number of firms to identify the measurable benefits they have achieved through deploying Microsoft Dynamics CRM. Posted: 25 Aug 2009 \| Published: 25 Aug 2009 TOPICS: CRM \| CRM Software \| Customer Data Integration \| Customer Data Management \| Customer Profiles \| Customer Service \| Microsoft Outlook \| Wealth Management

Using Encrypting File System to Protect Microsoft Dynamics CRM Data on a V3c Client Running Windows XP Professional sponsored by Microsoft WHITE PAPER: This white paper explains how to use Encrypting File System (EFS), a feature that is provided by default in the Windows® operating system, to protect data in Microsoft Dynamics CRM clients for Outlook Compatibility Update running on Windows XP Professional Service Pack 2 (SP2). Posted: 25 Aug 2009 \| Published: 25 Aug 2009 TOPICS: CRM \| CRM Software \| Database Security \| Laptop Computers \| Microsoft Outlook \| SQL Server

B2B Lead Gen: Marketing ROI Performance & Evaluation Study sponsored by Citrix Online WHITE PAPER: MarketingProfs recently conducted an in-depth study on perceptions, behaviors and lead generation performance. Download the MarketingProfs Report to read the study's full findings and to learn how you can effectively calculate and leverage lead generation ROI within your own organization. Posted: 21 Aug 2009 \| Published: 21 Aug 2009 TOPICS: B2B \| CRM \| Customer Service \| Customer Service Best Practices \| Lead Generation \| Lead Management \| Marketing \| Sales

9 Management Practices for Exceptional Webinars sponsored by Citrix Online WHITE PAPER: This new white paper examines Webinar effectiveness at driving lead generation and outlines 9 best practices for using Webinars in a cohesive lead-generation campaign. Posted: 21 Aug 2009 \| Published: 21 Aug 2009 TOPICS: B2B \| CRM \| Customer Service \| Customer Service Best Practices \| Lead Generation \| Marketing \| Web Conferences \| Web Services \| Webcasts

Delivering Quality Leads, Not Just Quantity: The Interactive Value of Webinars sponsored by Citrix Online WHITE PAPER: Using interactive media such as Webinars can help marketers effectively balance quality with quantity when it comes to lead generation. Download the white paper to learn more. Posted: 21 Aug 2009 \| Published: 21 Aug 2009 TOPICS: B2B \| CRM \| Customer Service \| Customer Service Best Practices \| Lead Generation \| Marketing \| Web Conferences \| Web Services \| Webcasts

What Causes Webinar Attendees to Bail sponsored by Citrix Online WHITE PAPER: Download this new MarketingSherpa study to discover the leading causes for attendees to drop out of Webinars and what you can do to sharpen your presentations. Posted: 21 Aug 2009 \| Published: 21 Aug 2009 TOPICS: Communications Software \| CRM \| Customer Service \| Customer Service Best Practices \| Marketing \| Presentation Software \| Webcasts

How to Market and Sell Services with Webinars sponsored by Citrix Online WHITE PAPER: This new Quantum Leap Marketing white paper explores how to successfully market and sell services with Webinars so that you get maximum mileage out of your marketing budget. Posted: 21 Aug 2009 \| Published: 21 Aug 2009 TOPICS: B2B \| CRM \| Customer Service \| Customer Service Best Practices \| Customer Support Software \| Marketing \| Sales \| Sales Channels \| Webcasts

Microsoft Dynamics RoleTailored Business Productivity: "Software Designed for Your People" sponsored by Microsoft WHITE PAPER: By automating and streamlining financial, customer relationship and supply chain processes, Microsoft Dynamics brings together people, processes and technologies, increasing the productivity and effectiveness of the business, and helping drive business success. Explore the Microsoft Dynamics Customer Model and how it's reflected in this software. Posted: 18 Aug 2009 \| Published: 18 Aug 2009 TOPICS: CRM \| CRM Software \| Customer Data Management \| Customer Service \| Microsoft Office \| Productivity \| Software \| Supply Chain Management \| User Experience

Sales and Marketing: The New Power Couple sponsored by Microsoft WHITE PAPER: This white paper will review the obstacles to making business development a team sport and then will present best practices around people, process and technology for aligning the sales and marketing organization. Posted: 18 Aug 2009 \| Published: 18 Aug 2009 TOPICS: Collaboration \| CRM \| CRM Software \| Marketing \| Productivity \| Sales \| Sales and Marketing Software \| Sales Force Automation \| Sales Representatives

Improving Sales Productivity: An Opportunity for Sales and IT Leadership sponsored by Microsoft WHITE PAPER: The main focus of this white paper is about revealing key factors in sales rep productivity, including what helps improve their efficiency (increasing selling time) and effectiveness (getting better results from the available selling time). Both are important and require strong leadership and teamwork between the sales and IT departments. Posted: 18 Aug 2009 \| Published: 18 Aug 2009 TOPICS: CIOs \| CRM \| Knowledge Management \| Metrics \| Productivity \| Sales \| Sales Force Automation \| Sales Representatives

CRM Built for Marketing: The Executive Guide to Selecting CRM that Meets Marketing Needs sponsored by Pivotal CRM, a CDC Software solution WHITE PAPER: How can a company ensure that their marketing department's needs are represented when choosing an enterprise-level CRM system? This white paper provides core principles companies can use to help them select a CRM system that each marketing team member feels was built just for them. Posted: 23 Jul 2009 \| Published: 23 Jul 2009 TOPICS: CRM \| CRM Best Practices \| CRM Services \| CRM Software \| Marketing \| Sales \| Sales and Marketing Software

Efficiency, Effectiveness and Customer Loyalty in the Insurance Contact Center sponsored by Infor CRM WHITE PAPER: Read this paper to learn how important an efficient and effective contact center is and how Infor CRM Epiphany Contact Center enables carriers to create a highly efficient, customer-centric, multichannel contact center, providing a better customer service experience and increasing customer loyalty. Posted: 22 Jul 2009 \| Published: 22 Jul 2009 TOPICS: Contact Center Management \| Contact Center Software \| CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices

Innovative Marketing Strategies for Individual and Personal Lines Insurers sponsored by Infor CRM WHITE PAPER: In this paper you will learn just how important each customer interaction is and how companies are turning to Infor CRM Epiphany Inbound Marketing for Insurance to be able to manage their customers on a highly personal basis which greatly increases customer loyalty and satisfaction which will ultimately increase sales and profitability. Posted: 22 Jul 2009 \| Published: 22 Jul 2009 TOPICS: CRM \| CRM Software \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Insurance Industry \| Marketing

Increase Your Returns Using Event-Based Marketing sponsored by Infor CRM WHITE PAPER: Read this paper to learn how Event-triggered marketing has seen five times the response rate of non-timed mass-marketing campaigns and how your company can take advantage of event-based marketing by using Infor CRM Epiphany Outbound Marketing suite. Posted: 22 Jul 2009 \| Published: 22 Jul 2009 TOPICS: CRM \| CRM Best Practices \| Customer Data Management \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Marketing

Securing the Flow of Information: Software as a Service and Your Confidential Data sponsored by Esker Inc. WHITE PAPER: This paper outlines key aspects of information security companies should look for in SaaS solutions to protect information and ensure business success, focusing on three essential elements instrumental to achieving this goal: data privacy, access control and business continuity. Posted: 21 Jul 2009 \| Published: 21 Jul 2009 TOPICS: Access Control \| Business Continuity Planning \| CRM \| Data Center Management \| Data Security \| Disaster Recovery \| High Availability \| Software as a Service

ROI for the Online Channel: The Business Drivers for Your Investments in WCM Technology sponsored by SDL Tridion WHITE PAPER: This document provides you with the knowledge you need to make the connections between the SDL Tridion Web Content Management solution and its effects on your business. Posted: 20 Jul 2009 \| Published: 20 Jul 2009 TOPICS: Business IT Alignment \| Communications Systems \| CRM \| CRM Services \| Customer Interaction Services \| Customer Service \| Customer Support Software \| Web Content Management \| Web Development

Retaining Customers in Today's Economic Landscape: Improving SAP Order Management sponsored by Esker Inc. WHITE PAPER: This paper will present the challenges businesses face in implementing effective order management and will help in overcoming these challenges. You will learn the benefits of the Esker Platform over its competitors and be presented with a case study documenting companies that implemented the Esker platform to beat their order management problems. Posted: 10 Jul 2009 \| Published: 10 Jul 2009 TOPICS: Business Performance Management \| CRM \| CRM Services \| Customer Data Management \| Customer Service \| ERP \| Order Management Systems \| Productivity \| SAP (Product)

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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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