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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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10 Tips to Thrive in the Subscription Economy
sponsored by Adyen
WHITE PAPER: Learn 10 tips to thrive in the subscription economy so that you can improve customer experiences and discover a payment platform designed to help you optimize growth across online, in-app, and in-store channels.
Posted: 18 Oct 2017 | Published: 18 Oct 2017


The Customer Engagement Benefits of CRM Tools
sponsored by Microsoft
EGUIDE: In this expert e-guide, explore how Starbucks and Wal-Mart decided to shake up their customer engagement strategies, and the results of doing so. Then, uncover how CRM tools can improve much more than just customer engagement.
Posted: 17 Oct 2017 | Published: 16 Oct 2017

Microsoft

Optimize Business for Omni-Channel: 5 Best Practices
sponsored by Adyen
WHITE PAPER: The emergence of omni-channel is driving major restructuring as businesses seek to serve the omni-channel shopper, who is keen to buy whenever, wherever and however they want. Uncover examples of omni-channel initiatives and their actual impacts, payments-related best practices, and insights into what drives the emergence of omni-channel.
Posted: 17 Oct 2017 | Published: 17 Oct 2017


IoT Revamps Field Services & Customer Engagement
sponsored by Microsoft
EGUIDE: Including insights from Andrew Leigh (VP of Alliances at Jitterbit) and Scott Amyx (CEO of Amyx+), this expert guide explores how field services can be supercharged with an integrated IoT strategy, and how the IoT enhances customer engagement for brands and marketers.
Posted: 16 Oct 2017 | Published: 16 Oct 2017

Microsoft

The CRM Market Today
sponsored by Microsoft
EGUIDE: In this e-guide, uncover how Microsoft is establishing new incentives and compensation strategies to better align field sales and channel partners, and how (and why) Microsoft is planning to focus its future on Dynamics 365, AI and digital transformation. Plus, learn how new CRM tools are revolutionizing engagement.
Posted: 16 Oct 2017 | Published: 16 Oct 2017

Microsoft

Survive Retail Spikes: How global Online Retailers Can Operate at Scale
sponsored by Amido
WHITE PAPER: Retail spikes are a reality: Black Friday, Christmas, Halloween. Too often, simply surviving the next spike dominates IT thinking for e-commerce leaders. Explore how forward-thinking businesses are addressing issues in their search to meet customer expectations and to build lasting advantage – without going from one spike to the next.
Posted: 16 Oct 2017 | Published: 16 Oct 2017

Amido

How Major Brands Increased Campaign Revenue, Sell Additional Inventory with Ecommerce
sponsored by BigCommerce
WHITE PAPER: Enterprise brands earning more than $50 million a year are no longer strapped to expensive site launches to support businesses initiatives. Learn why major brands like Georgia-Pacific, Ben and Jerry's, Sony and many more put BigCommerce on their approved vendor list.
Posted: 16 Oct 2017 | Published: 16 Oct 2017

BigCommerce

The Ecommerce Platform Showdown: SaaS vs. On-Premise
sponsored by BigCommerce
WHITE PAPER: If you're faced with an Ecommerce platform decision, you need to consider which platform is: Cost effective, easiest to integrate, customizable, easily updateable, and faster to implement. Learn about different Ecommerce platform options to choose the best for your company.
Posted: 16 Oct 2017 | Published: 16 Oct 2017

BigCommerce

Case Study: How Spectrum Audio Doubled Revenue
sponsored by BigCommerce
CASE STUDY: In this case study, learn how Spectrum Audio, an audio equipment company, improved their bottom line and introduced a brand new revenue stream by implementing an ecommerce platform.
Posted: 13 Oct 2017 | Published: 13 Oct 2017

BigCommerce

Exxel Outdoors Sees Triple Digit Mobile Growth
sponsored by BigCommerce
WHITE PAPER: Exxel Outdoors, a sports and outdoors company, faced a problem: The headache of managing various content and ecommerce systems was weighing on their small team. In this case study, learn how Exxel Outdoors was able to manage their sites effectively and grow their mobile brand with an ecommerce platform.
Posted: 13 Oct 2017 | Published: 13 Oct 2017

BigCommerce

Meet Your Future Power Consumer: Generation Z
sponsored by Adyen
WHITE PAPER: Millennials are in the midst of their professional careers and have a steady income, making them a key shopping demographic. But there's another group poised to cause the next big shift in how we shop (and buy): Enter Generation Z. Discover this future power consumer, and how to give them what they want.
Posted: 13 Oct 2017 | Published: 13 Oct 2017


E-Commerce Platform Comparison
sponsored by BigCommerce
PRODUCT LITERATURE: The right e-commerce platform can help companies create customer richer experiences, but how do you identify the right technology for your needs? Learn 5 differentiators between BigCommerce and Magento to help you better understand the online retail platform that works for you.
Posted: 12 Oct 2017 | Published: 12 Oct 2017

BigCommerce

Integrate Your Business Apps with Dynamics CRM to Deliver Enterprise Spanning Solutions
sponsored by K2
WEBCAST: Discover how to extend the use of CRM data across your organization by creating flexible, easy-to-integrate apps with visual, low-code development tools that reduce the need for custom coding.
Posted: 11 Oct 2017 | Premiered: Oct 6, 2017

K2

How Digital Genius Combined Machine & Human Intelligence to Give Customers A Better Experience
sponsored by Digital Genius
WHITE PAPER: How can artificial intelligence (AI) be integrated into customer service operations to bring the best of both worlds together? Learn how Digital Genius has launched AI on the Salesforce Service Cloud, enabling companies to easily combine human and machine intelligence to improve CX.
Posted: 10 Oct 2017 | Published: 10 Oct 2017

Digital Genius

Digital Genius Makes Strides with AI Chatbots for Customer Service
sponsored by Digital Genius
VIDEO: Modern customers require modern service ... and chatbots can be considered the next link in the modernization chain. But what are the setbacks you'll face with traditional chatbots? See why CB Insights selected Digital Genius for their prestigious Artificial Intelligence 100 list, and learn how they're making strides in smarter customer service.
Posted: 10 Oct 2017 | Premiered: 10 Oct 2017

Digital Genius

Combine Machine and Human Intelligence for Better Customer Service
sponsored by Digital Genius
WHITE PAPER: How can you combine the best of human and machine intelligence to create outstanding customer experiences? Learn how you can unify the two to support customers across new communication channels, reduce time-to-solve tickets, and more.
Posted: 09 Oct 2017 | Published: 09 Oct 2017

Digital Genius

2017 State Of Global Customer Service Report
sponsored by Microsoft
RESEARCH CONTENT: It's been a few years since the digitally empowered customer first sent customer expectations soaring. According to the Microsoft 2017 State ofGlobal Customer Service Report, 96% of respondents said customer service plays a role in their choice of and loyalty to a brand. Tap the global report here for more findings and trends.
Posted: 09 Oct 2017 | Published: 09 Oct 2017

Microsoft

Digital Transformation in Sales: Evolving the Art of Customer Engagement
sponsored by Microsoft
WHITE PAPER: Are your sales leaders strivers, followers, skeptics or drivers when it comes to the digital transformation of your sales department? Learn how (and why) top-performing sales organizations are prioritizing digital transformation to unlock greater revenue growth. Plus, learn how to get your teams on board for your own transformation journey.
Posted: 09 Oct 2017 | Published: 09 Oct 2017

Microsoft

The Current State of Global Customer Service: Research Report
sponsored by Microsoft
RESEARCH CONTENT: 96% of Microsoft's survey respondents said customer service plays a role in their choice of and loyalty to a brand – that's a number too high to ignore. Learn more about the current state of customer service in this research report. Discover respondents' thoughts on: Brand loyalty, perceptions and frustrations, self-service options, and more.
Posted: 06 Oct 2017 | Published: 06 Oct 2017

Microsoft

How the IoT is Leading the Future of Field Service
sponsored by Microsoft
WHITE PAPER: Field service management teams want to keep costs down, while improving their customer service relationships. But reducing costs often hurt customer relationships. Learn how the IoT provides a way for field service organizations to reduce costs and increase efficiency (without sacrificing customer relationships).
Posted: 06 Oct 2017 | Published: 06 Oct 2017

Microsoft

How to Be a Customer Experience Leader
sponsored by West UC
WHITE PAPER: According to a Walker study, CX will overtake price and product as the key brand differentiator by 2020. So what can you do to up the ante and deliver a seamless CX across multiple channels? Use this infographic to uncover how to be a customer experience leader.
Posted: 03 Oct 2017 | Published: 03 Oct 2017

West UC

Successful Marketing Initiatives: Measuring Quality Over Quantity
sponsored by Sitecore
WHITE PAPER: In the marketing world, it should be quality over quantity. In this white paper, learn how to measure quality with customer engagement value, accelerate your market effectiveness with CRM analytics, and uncover 5 examples of how to improve marketing effectiveness and customer engagement.
Posted: 02 Oct 2017 | Published: 02 Oct 2017

Sitecore

Context Marketing for Dummies
sponsored by Sitecore
EBOOK: How does a marketer create a personalized customer experience for each customer? To remain relevant, you must rise to the challenges and opportunities offered by context marketing. Begin your journey to successful context marketing with this 5-chapter e-book.
Posted: 02 Oct 2017 | Published: 02 Oct 2017

Sitecore

Computer Weekly – 3 October 2017: Digitally preserving history
sponsored by ComputerWeekly.com
EZINE: In this week's Computer Weekly, we find out how cloud technologies are helping Gibraltar to digitally preserve historic documents and safeguard its cultural heritage. We examine progress on the roll-out of the new NHS national network. And our latest buyer's guide looks at cloud-based ERP software. Read the issue now.
Posted: 29 Sep 2017 | Published: 29 Sep 2017

ComputerWeekly.com

3 Ways Customer Service Technology Can Elevate Your Brick-and-Mortar Store
sponsored by Vonage
WHITE PAPER: Most customers today don't want to deal with the hassles of visiting a brick-and-mortar store: Long wait lines, products that aren't available and difficult comparisons are not on their to-do lists. Learn 3 ways customer service technology can elevate your brick-and-mortar store, so your customers will use their keys instead of their laptops.
Posted: 29 Sep 2017 | Published: 28 Aug 2017

Vonage
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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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