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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 Reports
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2017 State Of Global Customer Service Report
sponsored by Microsoft
WHITE PAPER: Uncover the Microsoft 2017 State of Global Customer Service report's key findings about digital brand engagement, customer self-service, omnichannel strategies, and more.
Posted: 08 Dec 2017 | Published: 08 Dec 2017

Microsoft

Everyone Wins When Registration Is Easy
sponsored by Janrain
CASE STUDY: Explore how the Dr. Pepper Snapple Group uses a customer identity management platform to facilitate a seamless registration process, provide a personalized experience on brand sites, welcome back returning visitors with a one-click login experience, and more.
Posted: 05 Dec 2017 | Published: 05 Dec 2017

Janrain

Major Midwest Grocery Retailer Increases Loyalty with New CIAM Solution
sponsored by Janrain
CASE STUDY: Explore how a major Midwest grocery retailer customized its platform to add data from loyalty and digital coupon programs and personalize its marketing to customers.
Posted: 05 Dec 2017 | Published: 31 Oct 2016

Janrain

The Savvy Sales Leader's Guide to Building Profitable Relationships
sponsored by Microsoft
EBOOK: Because the sales landscape is shifting constantly, it's critical that you're able to create deeper, more meaningful relationships with your prospects and customers that build trust and increase sales. This 23-page e-book offers a guide to navigating the challenges of each stage of the sales process.
Posted: 04 Dec 2017 | Published: 04 Dec 2017

Microsoft

Report: A 36-Criteria Evaluation of CRM Suites
sponsored by Microsoft
WHITE PAPER: In this Forrester report, explore a 36-criteria evaluation of CRM suites to help you identify which tools may best fit your organization's needs.
Posted: 04 Dec 2017 | Published: 04 Dec 2017

Microsoft

Get Up Close and Personal with Customers
sponsored by Janrain
WHITE PAPER: Personalization done well is a surprising delight, giving users relevant information at an appropriate time and place – but companies are better off doing nothing if they don't know how to apply it properly.
Posted: 04 Dec 2017 | Published: 04 Dec 2017

Janrain

Patient engagement strategy heavily influences tech investment
sponsored by Salesforce.com
EGUIDE: Patient engagement is widely considered as a critical component of achieving high-quality care. Inside this expert guide, uncover survey results from the purchasing intentions survey by TechTarget and CHIME, the influence of patient engagement on tech investments and value-based reimbursement, and how IoT and CRM can enhance patient care.
Posted: 04 Dec 2017 | Published: 30 Nov 2017

Salesforce.com

How to Turn Customer Insight into Action
sponsored by TIBCO
WHITE PAPER: Explore how data analytics and business process automation can be used to turn customer insight into action, using 2 common applications to illustrate the concepts and processes involved.
Posted: 01 Dec 2017 | Published: 01 Dec 2017


User Feedback Drives a Better Customer Experience by Shaping the SDLC
sponsored by Applause
EBOOK: Find out how to differentiate your brand through your user experience, and discover 3 potential app quality benefits from injecting user feedback into your software development lifecycle (SDLC).
Posted: 30 Nov 2017 | Published: 30 Nov 2017

Applause

Shaping Customer Experiences with Localization
sponsored by Applause
EBOOK: Discover how you can contextualize customer experiences within the frame of their geographical location, language, and culture with localization to improve your overall brand engagement.
Posted: 30 Nov 2017 | Published: 30 Nov 2017

Applause

The CIO's Playbook: Making Communications and Collaboration Seamless
sponsored by Mitel Networks Limited
WHITE PAPER: Are you ready for the digital era? In this CIO playbook, gain valuable insights into the importance of equipping your teams with the tools they need to foster better team collaboration. Then, discover how the San Diego Padres are leading the Major League Baseball organization to the cloud.
Posted: 30 Nov 2017 | Published: 30 Nov 2017

Mitel Networks Limited

7 Questions to Ask Before Your Next Digital Transformation
sponsored by Google Cloud
ANALYST REPORT: The way we do business is changing. With new technologies available to improve customer experience, management, security and more, there are few organizations that haven't started the process of digitizing their business for a competitive edge. Find out the key questions CIOS are asking as they consider their next digital investment.
Posted: 29 Nov 2017 | Published: 14 Jul 2016

Google Cloud

Bright Ideas: Line of Business (IT)
sponsored by Zendesk
CASE STUDY: Discover how companies like Xerox and L'Oreal adapted and refined their customer support offerings to help with their workforce and IT struggles.
Posted: 29 Nov 2017 | Published: 29 Nov 2017

Zendesk

How the Cloud Helps you Find More Time in the Busy World of Real Estate
sponsored by Vonage
RESOURCE: Read this resource to learn how new cloud-based communication technology can help streamline your business processes and help increase your customer's satisfaction.
Posted: 28 Nov 2017 | Published: 28 Nov 2017

Vonage

IT Service Gets New Cloud-Based Lease of Life
sponsored by BT
CASE STUDY: Discover how cloud-based tools for contact centers can help optimize agents' time, provide performance data, and improve customer satisfaction and staff morale.
Posted: 27 Nov 2017 | Published: 27 Nov 2017

BT

Cloud-Based Contact Center Boosts Siemens Healthcare's Customer Service
sponsored by BT
CASE STUDY: Find out how Siemens Healthcare implemented a cloud-based virtual contact center to unify its customer service, coordinate their distributed team, and pave the way towards omnichannel engagement.
Posted: 27 Nov 2017 | Published: 31 Oct 2015

BT

Understanding Omnichannel Customer Behavior
sponsored by BT
WHITE PAPER: Customers seek out different channels based on need and preference, meaning that you need to meet them wherever they go. Find out what it takes to create positive omnichannel customer experiences and learn more about why people choose the channels they do to interact with your business.
Posted: 27 Nov 2017 | Published: 31 Dec 2015

BT

BT Optimise Contact
sponsored by BT
DATA SHEET: Your customers have adopted increasingly sophisticated ways to contact you, but expect an instant, satisfactory resolution every time. Uncover how you can sharpen your operational performance, while delivering what customers want.
Posted: 27 Nov 2017 | Published: 27 Nov 2017

BT

Refine the Source of Truth in Your Contact Center to Improve Performance
sponsored by NICE Systems
RESEARCH CONTENT: In this Forrester Research report, find out how you can best use customer feedback and data to drive continuous improvement for better overall customer service and performance in your contact center.
Posted: 27 Nov 2017 | Published: 30 Oct 2017

NICE Systems

Do You Need to Set Customer Expectations? The Right Cloud Communications Process Can Help
sponsored by Vonage
RESOURCE: With the right cloud infrastructure and understanding cloud technology, your organization can better manage customer expectations and everyday business communications processes. To learn how, read this resource.
Posted: 27 Nov 2017 | Published: 11 Sep 2017

Vonage

Microsoft CRM Integration: Getting the Most Out of your Cloud Investments
sponsored by Vonage
RESOURCE: In this resource, gain insight on how Microsoft Dynamic deployment can be used in your call centers to help enhance customer relationships. Then, find out how your organization's cloud infrastructure can be reevaluated to ensure you're making the most out of your cloud investments.
Posted: 27 Nov 2017 | Published: 22 Aug 2017

Vonage

SaskTel Improves Sales Processes and Service Delivery with Workload Management
sponsored by Genesys
CASE STUDY: Find out how telecommunications company SaskTel implemented workload management technology to optimize sales processes and boost customer experiences across their services.
Posted: 21 Nov 2017 | Published: 21 Nov 2017

Genesys

Workload Management: Meet SLA Commitments and Increase Workforce Efficiency
sponsored by Genesys
WHITE PAPER: Find out how to deliver a better customer experience and build your competitive advantage by implementing workload management that enables you to expose inefficiencies in your workflows, meet SLA commitments, and increase employee engagement.
Posted: 21 Nov 2017 | Published: 21 Nov 2017

Genesys

How Financial Services Can Be Customer-Centric in the New Digital Landscape
sponsored by Microsoft
RESEARCH CONTENT: This IDC white paper explores how financial services organizations can build a positive digital customer experience across multiple channels. Learn how to create a connected, customer-centric experience with key enablers for cloud content management, mobility, analytics, and more.
Posted: 20 Nov 2017 | Published: 30 Apr 2017

Microsoft

Building the Business Case for Contact Center Modernization
sponsored by Genesys
WHITE PAPER: Discover how to fund and plan your contact center modernization and learn how to reduce infrastructure costs even as you incorporate new digital channels of interaction to deliver better customer experiences.
Posted: 17 Nov 2017 | Published: 17 Nov 2017

Genesys
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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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