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Jun 20, 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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Deliver Extraordinary Customer Service sponsored by Oracle Corporation UK Ltd WHITE PAPER: Exceptional customer service starts with providing a great customer experience – but meeting the demands and expectations of today's consumers is harder than ever before. Read on to learn how the right customer relationship management technology can help and learn 6 practical ways to significantly enhance your customer service strategies. Posted: 17 Dec 2012 \| Published: 17 Dec 2012 TOPICS: CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Self-Service \| Customer Service \| Customer Service Best Practices \| Customer Support Software

Customer Experience: Empowering People. Powering Brands. sponsored by Oracle Corporation UK Ltd WHITE PAPER: The way you do business has changed. Today's customers can make decisions about the products or services you offer without ever contacting your company directly, making an exceptional experience across all customer touch points paramount. Read on to learn about innovative technologies can help you enhance the customer experience. Posted: 14 Dec 2012 \| Published: 14 Dec 2012 TOPICS: CRM \| CRM Best Practices \| CRM Software \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Customer Support Software \| Oracle (Product)

Customer Experience for Service: Oracle Commerce Solutions sponsored by Oracle Corporation UK Ltd WHITE PAPER: Phenomenal customer service has never been more critical. A 2011 CEI report shows that 89% of customers will stop doing business with a company after a single bad experience. Inside this resource, learn more about the role of customer service in delivering a great customer experience and find out what strategies market leaders are using. Posted: 13 Dec 2012 \| Published: 13 Dec 2012 TOPICS: CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Customer Support Software \| Oracle (Product)

Customer Experience for Marketing: Oracle Commerce Solutions sponsored by Oracle Corporation UK Ltd WHITE PAPER: Today, customers hold the buying power – not marketing. In fact, research shows that 73% of customers will be loyal to brands that deliver a great customer experience. Read this paper to discover how the customer experience is driving business value and learn the 3 key principles of delivering an exceptional experience. Posted: 13 Dec 2012 \| Published: 13 Dec 2012 TOPICS: CRM \| CRM Best Practices \| CRM Software \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Customer Support Software \| Marketing \| Oracle (Product)

Customer Experience for Commerce: Oracle Commerce Solutions sponsored by Oracle Corporation UK Ltd WHITE PAPER: This exclusive resource explores the factors influencing the changing commerce landscape, including the impact mobility and social networking are having on the customer experience, and outlines technology tools from Oracle designed to help you optimize your customer experience management strategies. Posted: 12 Dec 2012 \| Published: 12 Dec 2012 TOPICS: CRM \| CRM Software \| Customer Loyalty \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Customer Support Software \| Oracle (Product)

Seven Power Lessons for Customer Experience Leaders sponsored by Oracle Corporation UK Ltd WHITE PAPER: Delivering a stellar customer experience can mean the difference between remaining competitive and going out of business in today's hyper-competitive, hyper-connected business world. Read this paper to learn 7 ways to improve your customer experience management (CEM) strategy and how to avoid common CEM pitfalls. Posted: 11 Dec 2012 \| Published: 01 Sep 2012 TOPICS: CRM \| CRM Best Practices \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service

Powering the Cross-Channel Customer Experience with Oracle’s Complete Commerce sponsored by Oracle Corporation UK Ltd WHITE PAPER: Read this white paper and gain an understanding of Complete Commerce and how it can change the way you interact with your customers. Complete Commerce can help you unify your customer's experience, personalize their journey, maximize engagement and optimize the execution along the way. Posted: 11 Dec 2012 \| Published: 01 Mar 2012 TOPICS: CRM \| CRM Analytics \| CRM Analytics Software \| CRM Software \| Customer Data Management \| Customer Loyalty \| Customer Service

Deliver Extraordinary Customer Experience sponsored by Oracle Corporation UK Ltd WHITE PAPER: Exceptional customer service can be a major differentiator in today's market. However, with more communication channels than ever before, devising an effective strategy can be difficult. Inside this paper learn 6 tips for achieving stellar customer service and find out how the right CRM tool can help set you apart from the competition. Posted: 10 Dec 2012 \| Published: 10 Dec 2012 TOPICS: CRM \| CRM Software \| Customer Interaction Services \| Customer Loyalty \| Customer Satisfaction \| Customer Service \| Oracle (Product)

How Mobile Devices are Driving Innovations in Contact Centers sponsored by Avaya WHITE PAPER: Failing to adopt a customer service strategy for mobile devices could put your business at a serious disadvantage. Gartner research suggests that 80% of companies will suffer revenue loss from the lack of customer support on mobile devices by 2013. Read this paper to learn how to utilize the opportunities mobility offers customer service. Posted: 29 Oct 2012 \| Published: 29 Oct 2012 TOPICS: Call Center Management \| Call Centers \| Contact Center Management \| Contact Center Services \| Contact Centers \| CRM \| CRM Best Practices \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Customer Support Software \| Mobile CRM

Vanson Bourne Report: Synchronize the Value Chain sponsored by IBM WHITE PAPER: In order for an enterprise to reach its full potential, it must understand the importance of the business community, be able to collaborate with everyone involved, and most crucially, 'synchronize' the value chain. This helpful resource goes over the need for and the value of integration. Posted: 19 Oct 2012 \| Published: 19 Oct 2012 TOPICS: CRM \| CRM Best Practices \| Customer Data Integration \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Value Chain Integration \| Value Chain Management \| Value Chains

HP Warranty & Claims Management for Manufacturing - Solution Overview sponsored by Hewlett-Packard Limited WHITE PAPER: Outsourcing services from your manufacturing company means you lose control, visibility, and data accuracy. To regain control you need to extend your customer relationship management (CRM) and enterprise resource planning (ERP) systems to users not part of your company. Read this paper to learn how an application can help address these needs. Posted: 07 Sep 2012 \| Published: 07 Sep 2012 TOPICS: CRM \| CRM Best Practices \| CRM Services \| CRM Software \| ERP \| ERP Software \| Manufacturing \| Manufacturing Industry \| Manufacturing Software \| Manufacturing Systems

HP Client Engagement for Wealth Managers sponsored by Hewlett-Packard Limited WHITE PAPER: A staggering 75 % of people leave their parents' wealth managers services. Learn to meet the challenges posed by today's new breed of clients by leveraging customer relationship management (CRM) applications, such as addressing today's pain points, functionality that meets your needs, transforming risks to your client base, and more. Posted: 06 Sep 2012 \| Published: 06 Sep 2012 TOPICS: CRM \| CRM Best Practices \| CRM Services \| CRM Software \| Financial Applications Software \| Financial Management \| Financial Service Providers \| Financial Services \| Financial Services Industry \| Financial Systems

HP Customer & Dealer Management System for Automotive - Solution Overview sponsored by Hewlett-Packard Limited WHITE PAPER: Read this paper to learn about one application that can integrate your dealer management systems (DMS) and customer relationship management (CRM) applications to optimize performance. By filtering these processes to distributors and original equipment manufacturers (OEMs), you can maximize operation performance and leverage real time analytics. Posted: 06 Sep 2012 \| Published: 06 Sep 2012 TOPICS: Analytic Applications Software \| CRM \| CRM Analytics \| CRM Analytics Software \| CRM Best Practices \| CRM Software \| Customer Data Integration \| Customer Data Management \| Customer Data Management Software \| Customer Interaction Services \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Data Management \| Data Management Software \| OEMs

Case Study: Vision of the Future of Manufacturing and Production sponsored by SAP America, Inc. WHITE PAPER: Frost & Sullivan Analysts discuss Vision of the Future of Manufacturing and Production with best practice case study on how SAP delivers Integrated Enterprise Management. Posted: 21 Aug 2012 \| Published: 31 Dec 2011 TOPICS: Business Intelligence \| CRM \| Enterprise Applications Software \| Enterprise Asset Management Software \| ERP \| Manufacturing Software \| Product Life Cycles \| SAP (Product) \| Supply Chain Management

The Social Customer ebook "Rethinking Customer Service: The Call Center as Corporate Information Hub" sponsored by SAP America, Inc. WHITE PAPER: This e-book looks at how the call center in particular can help drive a proactive, rather than reactive, approach to business. Experts from the call center world share strategies and mindset shifts that must take place as customers demand more and more information about the products and services that they consume. Posted: 21 Aug 2012 \| Published: 31 Dec 2011 TOPICS: Call Center Management \| Call Centers \| CRM \| CRM Best Practices \| Social Computing

Sales Maximize Profitability, Improve Performance, and Deliver Customer Value sponsored by SAP America, Inc. WHITE PAPER: Learn why your sales team's success depends upon its ability to acquire and grow profitable customer relationships and how the SAP Customer Relationship Management (SAP CRM) application can help by empowering it with the tools and information necessary to plan and analyze sales execution throughout the entire sales cycle. Posted: 20 Aug 2012 \| Published: 07 Oct 2010 TOPICS: CRM \| CRM Analytics \| CRM Analytics Software \| CRM Best Practices \| CRM Software \| Mobile CRM \| Sales and Marketing Software \| Sales Contact Management Software \| Sales Order Management \| SAP (Product)

Delivering a Superior Customer Experience sponsored by Avaya WHITE PAPER: Research shows that 90% of customer service decision-makers believe delivering quality service is paramount to success. But with tight budgets, businesses today need cost-effective ways of achieving higher service levels. Read on to learn how collaboration in your contact center can keep costs low while increasing service levels. Posted: 06 Nov 2012 \| Published: 30 Apr 2012 TOPICS: Collaboration \| Contact Center Management \| Contact Centers \| CRM \| CRM Best Practices \| Customer Loyalty \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Customer Support Software

Customer Care in a Social World: Are We There Yet? sponsored by Oracle Corporation WHITE PAPER: This paper explores and explains why the contact center is a key strategic focal point for customer engagement via social channels. Posted: 21 Sep 2012 \| Published: 01 Mar 2012 TOPICS: Call Center Management \| Call Centers \| Contact Center Management \| Contact Centers \| CRM \| CRM Best Practices \| Social Networking \| Web 2.0

CallPro CRM e-marketing features sponsored by CallPro CRM WHITE PAPER: Does your customer relationship management (CRM) lack the agility and flexibility you need to effectively support sales and marketing professionals? Watch this webcast to learn about a CRM system that offers intelligent and flexible e-marketing capabilities with advanced follow-up features to help catch more prospects and close more sales. Posted: 27 Aug 2012 \| Published: 01 Aug 2012 TOPICS: CRM \| CRM Analytics \| CRM Best Practices \| CRM Software \| Customer Profiles \| Email Marketing \| Marketing

Using Case Management to Empower Employees and transform Customer Service sponsored by Kofax, Inc. WHITE PAPER: This white paper demonstrates how empowering your employees can lead to significantly improved customer service. Learn how dynamic case management applications can assist in delivering employee empowerment and transform the customer experience. Posted: 24 Aug 2012 \| Published: 24 Aug 2012 TOPICS: Business of Information Technology \| Business Process Management \| CRM \| CRM Best Practices \| CRM Services \| CRM Software \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| IT Best Practices \| IT Management

Why a Call Centric CRM? sponsored by CallPro CRM WHITE PAPER: Is your current customer relationship management (CRM) software negatively impacting your selling potential? Many of the CRM software options today have lost focus on their primary users – sales professionals – and are actually decreasing sales activity. Read on to learn how a call-centric CRM strategy can alleviate this challenge. Posted: 23 Aug 2012 \| Published: 01 Aug 2012 TOPICS: Call Center Management \| Call Center Software \| Call Centers \| CRM \| CRM Best Practices \| CRM Software \| Sales and Marketing Software \| Sales Force Automation \| Sales Representatives

A Success Model for CRM Integration, And How to Avoid the Most Common Mistake sponsored by Scribe Software Corporation WHITE PAPER: As more companies begin to implement customer relationship management (CRM) applications, many struggle with common integration challenges. This paper offers a three step success model for CRM integration projects. Read on to learn the characteristics, implementation requirements, benefits, data replication and process integration. Posted: 22 Aug 2012 \| Published: 01 May 2011 TOPICS: Application Deployment \| Application Development \| Application Integration \| Application Performance Management \| CRM \| CRM Analytics \| CRM Analytics Software \| CRM Best Practices \| CRM Software \| Customer Data Integration \| Customer Data Management \| Customer Data Management Software \| Customer Retention \| Customer Service Best Practices

LEGO: Nurturing Consumer Loyalty Bloomberg BusinessWeek Article sponsored by SAP America, Inc. WHITE PAPER: This LEGO customer success story reported by Bloomberg Businessweek highlights how LEGO leverages SAP Customer Relationship Managment (SAP CRM), especially the loyalty management software, to run the compnay's customer loyalty program. Posted: 21 Aug 2012 \| Published: 31 Dec 2011 TOPICS: CRM \| CRM Best Practices \| CRM Software \| Customer Loyalty \| Customer Service \| ERP \| ERP Software \| SAP (Product)

The State of Customer Data Integration 2012: The What, Why & How of CRM Integration sponsored by Scribe Software Corporation WHITE PAPER: Customer data integration helps companies grow and thrive, but businesses still have a long way to go to implement customer relationship management (CRM) in a meaningful way. Check out what over 300 companies said about cloud, their CRM platforms, and customer data integration in this survey. Posted: 20 Aug 2012 \| Published: 20 Aug 2012 TOPICS: CRM \| CRM Analytics \| CRM Analytics Software \| CRM Best Practices \| CRM Services \| CRM Software \| Customer Data Integration \| Customer Data Management \| Customer Data Management Software \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Customer Support Software \| Data Analytics \| Data Collection \| Data Entry \| Data Management \| Data Management Software

Why CRM Implementations Fail….And What To Do About It sponsored by Scribe Software Corporation WHITE PAPER: Companies are scrambling to implement CRM systems, but they might not be getting what they bargained for if they're not careful. Up to 80% are reporting they're not getting what they were promised. Read this paper and learn how to avoid pitfalls, develop a strategy for your CRM system, and much more. Posted: 20 Aug 2012 \| Published: 01 Mar 2011 TOPICS: CRM \| CRM Best Practices \| CRM Services \| CRM Software \| Customer Interaction Services \| Customer Loyalty \| Customer Profiles \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Customer Support Software

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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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