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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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A Customer Engagement Strategy for Today's Multi-Channel Marketplace
sponsored by Interactive Intelligence, Inc.
WHITE PAPER: This resource explains why putting your customers at the heart of your contact center operations is essential in today's multi-channel marketplace. Read on to learn 5 values by which contact centers can begin to deliver next-generation engagement and drive tangible value for the business as a whole.
Posted: 24 Jul 2015 | Published: 24 Jul 2015

Interactive Intelligence, Inc.

Best Practices for Sales Development: Turning Leads into Opportunities
sponsored by Conversica
WHITE PAPER: This e-book presents real-world, proven strategies for connecting internet-age sales innovations with time-tested sales expertise. Read on to learn best practices for inbound qualifying and outbound prospecting; how to incorporate artificial intelligence into lead engagement; and more.
Posted: 24 Jul 2015 | Published: 30 Jun 2015

Conversica

Customer Experience Design: Optimising Systems for More Effective Customer Experience
sponsored by Interactive Intelligence, Inc.
WHITE PAPER: This research clearly identifies several opportunities for improvement in areas where the actual service experience for insurance customers is misaligned with their expectations. Access this white paper now to learn how you can make adjustments to cater to customer's actual experiences rather than perceived performance.
Posted: 23 Jul 2015 | Published: 31 Dec 2014

Interactive Intelligence, Inc.

Workforce Optimization and the Stellar Customer Experience
sponsored by Interactive Intelligence, Inc.
WHITE PAPER: Studies show that 57% of your peers can relate improved customer experience to revenue/profit growth. This white paper is designed to help you understand what your customers expect from their experience, so read on and discover how leveraging workforce optimization tools can help deliver a positively memorable event for your audience.
Posted: 22 Jul 2015 | Published: 15 Apr 2015

Interactive Intelligence, Inc.

How New Technology is Changing the Way Marketing and Sales Interact With Leads
sponsored by Conversica
WHITE PAPER: In a time when 48% of salespeople never follow up with a lead, and 33% of leads who display interest are never contacted, what can sales teams do to improve their effectiveness and efficiency? Access this white paper today to learn about a new approach to intelligently finding and nurturing hot leads using sales conversion management.
Posted: 17 Jul 2015 | Published: 17 Sep 2014

Conversica

When Hot Leads Go Cold: Three Pitfalls to Avoid
sponsored by Conversica
WHITE PAPER: This resource discusses 3 common pitfalls that render sales reps ineffective in truly engaging customers. Read on to learn what your business needs to do to avoid missing critical sales opportunities due to outdated strategies.
Posted: 17 Jul 2015 | Published: 28 May 2015

Conversica

How to Choose A Certificate Authority For Safer Web Security
sponsored by GeoTrust, Inc.
WHITE PAPER: This white paper looks at the role of CAs in web security, including what measures a CA can take to promote trust in its certificates and the criteria to consider when choosing the best CA for the job.
Posted: 17 Jul 2015 | Published: 11 Nov 2013

GeoTrust, Inc.

Increase E-commerce Conversion Rates with Extended Validation SSl Certificates
sponsored by GeoTrust, Inc.
WHITE PAPER: Learn how deploying an EV certificate on your eCommerce website can protect against threats, while showing your customers that they can transact with confidence, helping increase your sites conversion rates.
Posted: 17 Jul 2015 | Published: 11 Nov 2014

GeoTrust, Inc.

Rethinking Your Approach to Mobile Business
sponsored by Dell, Inc.
WHITE PAPER: Access this white paper to learn about the IDEA cycle approach to embracing a mobile mindset. Learn how to support the major shifts in customer mindset, and maximize your ROI with enhanced enterprise mobility management.
Posted: 16 Jul 2015 | Published: 24 Jan 2014

Dell, Inc.

Moving to the Forefront of Marketing
sponsored by Teradata
WHITE PAPER: This white paper highlights the benefits of personalization to digital marketing. Additionally, learn how to make your digital marketing practices future focused, and how responsive email design can increase open rates and reduce subscriber opt-outs.
Posted: 14 Jul 2015 | Published: 14 Jul 2015

Teradata

How to Give Digital a Business Focus
sponsored by Hewlett-Packard Company
WHITE PAPER: Managing information has become hugely complex, and the expertise necessary has grown. Learn why more companies are choosing to outsource management.
Posted: 12 Jul 2015 | Published: 13 Jul 2015

TOPICS:  CRM
Hewlett-Packard Company

Winning with Emerging CRM Channels
sponsored by Hewlett-Packard Company
WHITE PAPER: From SMS to webchat, new CRM channels are exploding in popularity. Learn how to use these latest options to boost long-term loyalty and revenue.
Posted: 08 Jul 2015 | Published: 09 Jul 2015

TOPICS:  CRM
Hewlett-Packard Company

The Next Wave of Intelligent Applications
sponsored by IBM
WHITE PAPER: This white paper highlights machine learning as the next breakthrough to assist in good decision-making. Learn ways to enable your team to do highly iterative analysis that scales to large volumes of data.
Posted: 02 Jul 2015 | Published: 30 Jun 2015

IBM

Measure, Analyze and Manage: Optimizing Marketing Results with Business Analytics
sponsored by Cortell
WHITE PAPER: Marketers, relieve your top pressures. Discover how to engage the multichannel customer and create more successful campaigns by making your analytics more actionable. In addition, learn how to avoid common mistakes marketers make when building out marketing programs.
Posted: 30 Jun 2015 | Published: 30 Apr 2014

Cortell

Unsubscribe best practices guide: How to Decrease Database Churn and Strengthen Your Marketing Program
sponsored by Silverpop Systems Inc. an IBM Company
WHITE PAPER: In this white paper you'll go behind the scenes of the unsubscribe process to learn why it matters and how you can use it to strengthen your marketing program.
Posted: 30 Jun 2015 | Published: 30 Jun 2015

Silverpop Systems Inc. an IBM Company

How a CRM Solution Helps Small Businesses
sponsored by Salesforce.com
WHITE PAPER: Is there a secret sauce to success? For small businesses looking to break-through, it's called "customer relationship management" or CRM. This e-book will introduce you to the basics of CRM.
Posted: 29 Jun 2015 | Published: 29 Jun 2015

Salesforce.com

How a Mobile CRM Makes You More Successful
sponsored by Salesforce.com
WHITE PAPER: The best CRM solutions go beyond basic functionality and deliver cutting edge features that make the companies that use them more efficient, more effective, and more successful. Chief among these cutting edge features is mobile functionality.
Posted: 29 Jun 2015 | Published: 29 Jun 2015

Salesforce.com

How a CRM Helps Your Business Grow
sponsored by Salesforce.com
WHITE PAPER: Business may begin with a handshake — but once the customer relationship begins, your challenge is to maintain it. The right CRM will help you build deeper, more meaningful relationships with your customers while you build and scale your business.
Posted: 29 Jun 2015 | Published: 29 Jun 2015

Salesforce.com

Does your Organization Suffer from Attrition?
sponsored by Cortell
WHITE PAPER: Attrition spells out revenue loss. This brief white paper demonstrates how to pinpoint students on the verge of leaving, using predictive tools. Discover how to retain your students using several data requirements for forecasting purposes.
Posted: 29 Jun 2015 | Published: 29 Jun 2015

Cortell

Deciding Which CRM Solution is Right For You
sponsored by Salesforce.com
WHITE PAPER: This e-book can help you determine which type of CRM system is right for your business.
Posted: 26 Jun 2015 | Published: 31 Dec 2014

Salesforce.com

The Customer-Experience Mandate: Build Lasting Engagement with Better Websites
sponsored by Rackspace
WHITE PAPER: The following report will help CIOs, IT leaders, and senior technologists understand how to satisfy the digital customer. Discover which tools are essential for delivering the ultimate web-based customer experience.
Posted: 21 Jun 2015 | Published: 31 Dec 2014

Rackspace

Utilizing Customer IAM to Better Enable and Protect Your Organization
sponsored by CA Technologies.
WHITE PAPER: This white paper explores customer identity and access management (CIAM) and how to enable and secure multiple channels of customer interaction.
Posted: 15 Jun 2015 | Published: 16 Jul 2014

CA Technologies.

IAM: Delivering Secure, New Business Services in a Multi-Channel Customer Environment
sponsored by CA Technologies.
WHITE PAPER: This white paper explores 13 requirements to leverage multi-channel IAM to convert customers and protect their sensitive data.
Posted: 11 Jun 2015 | Published: 04 Dec 2014

CA Technologies.

Five Ways Small Businesses Are Powering Growth with Marketing Automation
sponsored by Salesforce.com
WHITE PAPER: In this resource, you'll discover 5 use cases in which marketing automation enabled small business marketers to do more with less.
Posted: 08 Jun 2015 | Published: 08 Jun 2015

Salesforce.com

Ten Tips for Accelerating Your Pipeline
sponsored by Salesforce.com
WHITE PAPER: This white paper describes 10 ways that marketing automation can help you to shorten the length of your sales cycle—without investing any additional time or resources.
Posted: 05 Jun 2015 | Published: 05 Jun 2015

Salesforce.com
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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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