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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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5 Must-have Features in a Marketing Automation Platform
sponsored by Marketo
EGUIDE: There are many marketing automation platforms to choose from, so it is critical that you choose the one that best meets your organization's needs. In this e-guide, uncover which 5 must-have features to look for in a marketing automation platform and find a further outline of their clusters of features.
Posted: 29 Jul 2016 | Published: 26 Jul 2016

Marketo

Virtual Contact Center Drives Etihad Airways' Future Success
sponsored by BT
CASE STUDY: How can you maintain your competitive edge with a tightly belted IT budget? Discover in this case study how to create cloud-based contact centers that extend your reach without expending your budget. Read on to learn to reduce operational complexity and optimize call center resources.
Posted: 29 Jul 2016 | Published: 31 Dec 2015

BT

The Future of Retail
sponsored by [24]7 Customer, Inc.
WHITE PAPER: 71% of in-store shoppers who use smartphones say the device is more important than the in-store experience. Uncover the future of retail shopping with 5 key predictions based on current trends and the changing perception of shopping experiences for retail leaders to consider.
Posted: 28 Jul 2016 | Published: 28 Jul 2016

[24]7 Customer, Inc.

Use your content to stand apart
sponsored by IBM
WHITE PAPER: Reliance on paper slows down many processes, particularly accessing relevant customer information. Read on to learn about a technology that reduces the reliance on paper, thereby speeding up these processes and leading to improved customer experience.
Posted: 27 Jul 2016 | Published: 27 Jul 2016

IBM

Transform Work in the Cloud with Secure Content Management
sponsored by IBM
VIDEO: Countless hours can be wasted navigating content siloes and share point sights when looking for the right files to share with customers. Watch this video to learn about a leading cloud content management platform. Quickly scan, classify, and tag documents to enhance the security of your content collaboration and improve customer relationships.
Posted: 27 Jul 2016 | Premiered: 21 Mar 2016

IBM

Secure, Scalable Content Collaboration
sponsored by IBM
VIDEO: Watch this video to discover a technology that securely connects content and people for better customer service. Find out how Alex, a bank CIO, implemented this platform successfully and enhanced his business's collaborative capabilities.
Posted: 27 Jul 2016 | Premiered: 17 Mar 2016

IBM

The Definitive Guide to Engaging Email Marketing
sponsored by Marketo
WHITE PAPER: Generic emails are a good way to alienate potential leads. Email marketing needs to be as engaging as possible in a market which bombards customers on a daily basis. Access this comphrensive guide to create the most engaging email marketing strategy possible.
Posted: 27 Jul 2016 | Published: 27 Jul 2016

Marketo

IBM Case & Capture for Banking
sponsored by IBM
WEBCAST: As banks focus more on enhancing customer experience, they need to accelerate processes be more responsive to customer needs. ECM allows banks to streamline data capture for key content processes, drive profitability and business flexibility. Check out this video to see how ECM allowed one bank to develop a richer customer experience.
Posted: 26 Jul 2016 | Premiered: Jul 22, 2015

IBM

IBM Case & Capture for Government
sponsored by IBM
WEBCAST: Governments make it their mission to improve the quality of life for all of their citizens, in every aspect but case documents can pile up and become difficult to manage. Check out this video to learn how document capture and case management allowed one agency to better serve their citizens.
Posted: 26 Jul 2016 | Premiered: Jul 22, 2015

IBM

A Guide to Choosing the Right ECM Tools for Your Business
sponsored by IBM
EGUIDE: ECM tools should be a cornerstone in your enterprise information toolkit, but there are many variables in play, and choosing the right platform requires consideration of your industry, objectives, existing software and in-house resources. In this e-guide, we explain the criteria you should use to evaluate and select ECM tools.
Posted: 26 Jul 2016 | Published: 21 Jul 2016

IBM

Designing a Marketing Organization for the Digital Age
sponsored by Marketo
RESOURCE: More than 90% of smartphone users look up information while they are in the middle of another task. Read on to learn more about the urgent need for fundamental changes needed for digital marketing success and how waiting to make these changes is hurting your organization.
Posted: 25 Jul 2016 | Published: 25 Jul 2016

Marketo

Manufacturers Turn to Internet of Things to Boost Customer Engagement
sponsored by Infor
WHITE PAPER: The Internet of Things (IoT) is coming. By 2020, experts expect the IoT to make 28 billion connections to the Internet. This white paper explores how investing in the right CRM solution can help manufacturers further enhance their IoT strategies, as well as support their customer-centric initiatives.
Posted: 25 Jul 2016 | Published: 25 Jul 2016

Infor

Manufacturers: Are You Leaving Money on the Table?
sponsored by Infor
WHITE PAPER: With more manufacturers adding services to their business portfolios, it seems like an easy decision to do the same - but do you have the necessary abilities to ensure that these services will be successful? Read on to learn how manufacturers can best take advantage of CRM.
Posted: 25 Jul 2016 | Published: 25 Jul 2016

Infor

Full-featured mobile CRM at your fingertips
sponsored by Infor
DATA SHEET: Mobility is becoming the norm. Extending your CRM solution to smartphones and other mobile devices gives your field force a strong competitive advantage that can help drive revenue and enhance the customer experience. Learn about a mobile CRM solution and the benefits this technology delivers.
Posted: 22 Jul 2016 | Published: 22 Jul 2016

Infor

CRM: Customer Relationship Mobility
sponsored by Infor
RESOURCE: 66% of interrnet traffic will be viewed on mobile devices by 2016. Learn about the state of mobility, the need for mobile CRM access for your sales team, and a mobile CRM solution.
Posted: 22 Jul 2016 | Published: 22 Jul 2016

Infor

Demonstrations: Deliver Superior Customer Interactions
sponsored by IBM
RESOURCE CENTER: Good customer service means real-time engagement and a coordinated response. Access these demonstrations to learn how to effectively engage with and respond to customers, accelerate onboarding, cut costs and improve service, and how to handle customer complaints—before they become public.
Posted: 22 Jul 2016 | Published: 22 Jul 2016

IBM

Elevate the Employee Experience With Consumer-Oriented IT Service Delivery
sponsored by Gartner
WHITE PAPER: We are at the dawn of a new era of IT deployment styles, one that we call the era of consumer-led IT and optimized employee experience is crucial to continued business growth. In this white paper, learn about key challenges and recommendations for adapting to the ear of consumer-led IT. Read on to discover 4 consumer-led IT best practices.
Posted: 22 Jul 2016 | Published: 08 Apr 2016

Gartner

Infor CRM Cloud Brochure
sponsored by Infor
WHITE PAPER: What if you could combine the flexibility and rapid time-to-value of traditional SaaS solutions with the security and control of on-premise solutions? Read on to learn how to combine SaaS and on-premise CRM solutions and the myriad benefits this technology presents.
Posted: 22 Jul 2016 | Published: 22 Jul 2016

Infor

Service Cloud Brings Intuitive UI to Customer Service and Support
sponsored by Salesforce.com
EGUIDE: Call center agents need to be able to access customer account information, but historically they have struggled to do so. In this guide, explore how Service Cloud can help you streamline your agents' access to critical customer information, and how the platform's UI and Lightning development architecture play large roles in that.
Posted: 21 Jul 2016 | Published: 19 Jul 2016

Salesforce.com

Improving Customer Service with Knowledge Management Systems
sponsored by Salesforce.com
EGUIDE: Customer service is a battleground on which many companies fight to gain competitive edge. Access an exclusive Q&A with Larry Robinson, Senior VP of Product Management for the Service Cloud, and learn how to create solid customer experience and agent productivity using a knowledge management system.
Posted: 20 Jul 2016 | Published: 19 Jul 2016

Salesforce.com

First Transit Transforms the Backbone of Their Fleet with SCM
sponsored by Infor
VIDEO: Tune into this video to discover how to optimize resource and labor utilization, improve inventory and shipping accuracy, respond faster to changing market conditions with an open architecture SCM platform. Learn how to gain the visibility you need to deliver the perfect order every time.
Posted: 20 Jul 2016 | Premiered: 20 Jul 2016

Infor

Up-To-Date Integrated Business Platform: YouGov Achieves Significant Growth
sponsored by NetSuite
CASE STUDY: In this case study, learn how YouGov, an international market research firm, was able to leverage an integrated business software suite successfully, giving them the latest ERP features without losing customization. Access now to learn how you can achieve a complete view of your business too.
Posted: 19 Jul 2016 | Published: 19 Jul 2016

NetSuite

One Integrated Solution Vs. Software Silos
sponsored by NetSuite
RESOURCE: Data is often fragmented and scattered across silos, making it difficult and time-consuming to tie multiple sources of data together. Access this comparison guide to discover how a single, integrated software suite provides you with the key business data you need for a unified view of your customers.
Posted: 18 Jul 2016 | Published: 18 Jul 2016

NetSuite

How an Integrated Business Platform Helped Lucy Locket Grow its Online Business to 50% of its Revenue
sponsored by NetSuite
CASE STUDY: This case study examines how an integrated business platform helped Lucy Locket grow its online business to 50% of its revenue. Discover a cloud business solution that can help you easily manage finance, inventory, e-commerce, and CRM with real-time reporting and seamless scalability.
Posted: 18 Jul 2016 | Published: 18 Jul 2016

NetSuite

How an Integrated Business Platform Helped EcoBox Grow its Business by 500%
sponsored by NetSuite
CASE STUDY: This case study explores how EcoBox, a distributor of moving boxes and shipping supplies, expanded both its online business and retail stores through the use of an integrated, multi-functional business platform for its ERP, CRM, e-commerce and physical point-of-sale requirements.
Posted: 18 Jul 2016 | Published: 18 Jul 2016

NetSuite
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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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