CRM White Papers ( eCRM, Client Relationship Management, Dealing with Customers, Relationship Management, CRO, Enterprise CRM, Customer Relationship Management, Relationship Marketing, Customer Relationship Optimization, Customer Relations, Customer Care ) Software Downloads, Definition and Webcasts

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Feb 8, 2012

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 Reports
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Improving Sales Effectiveness In a Buyer’s Market sponsored by SAP America, Inc. WHITE PAPER: This paper details the results of a survey of 160 firms with annual revenues of $250M or more conducted to determine whether their customer relationship management (CRM) software is addressing the changed and changing requirements of sales reps as they develop relationships and pursue opportunities in light of ever increasing buyer expectations. Posted: 07 Feb 2012 \| Published: 07 Feb 2012 TOPICS: Business Intelligence \| CRM \| CRM Analytics \| CRM Best Practices \| CRM Software \| Sales and Marketing Software \| Sales Information Systems \| Sales Representatives

Through Engagement and Interaction, The LEGO Group Nurtures Loyalty Among Consumers sponsored by SAP America, Inc. CASE STUDY: Read this brief Bloomberg Businesweek case study to learn how The LEGO Group has leveraged organizational changes— including implementing loyalty management software from SAP that integrates with its SAP ERP and CRM platform— to achieve a high level of consumer interaction and improve its customer experience. Posted: 07 Feb 2012 \| Published: 07 Feb 2012 TOPICS: Application Integration \| Brand Loyalty \| CRM \| Customer Data Integration \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| ERP \| Loyalty Programs \| SAP (Product)

TouchPoints TV: Rochelle Schard, Infor sponsored by Infor WFM Workbrain VIDEOCAST: In a special interview with TouchPoints TV, Rochelle Schard, Director of Marketing for Infor, shared her first impressions of the NRF's BIG Show. Watch this videocast now to get an insider’s look at the conference and Infor’s latest tools and tactics for workforce management (WFM). Posted: 07 Feb 2012 \| Premiered: 07 Feb 2012 TOPICS: Call Center Management \| Contact Center Management \| CRM \| CRM Software \| Workforce Management Software \| Workforce Planning

CRM and Social Media: How a Blended Approach Means Good Business in the Hospitality Industry sponsored by Infor CRM WHITE PAPER: This white paper offers hospitality strategies for combining social media and real-time customer relationship management (CRM) to wow patrons and increase customer loyalty. Learn how social CRM can increase your ROI and build your business reputation. Posted: 07 Feb 2012 \| Published: 07 Feb 2012 TOPICS: CRM \| CRM Best Practices \| CRM Software \| Marketing \| Social Computing \| Social Networking

The Social-Powered Enterprise sponsored by Salesforce.com EBOOK: This e-book is designed to help you embrace the rise of social media, to harness its power and put it to work throughout the company. It’s based on our experience helping thousands of companies put the power of social media to work. It also discusses the benefits of social-powered selling, including greater reach and better close rates. Posted: 07 Feb 2012 \| Published: 07 Feb 2012 TOPICS: CEOs \| CRM \| CRM Analytics \| Customer Data Integration \| Customer Data Management \| Customer Service \| Social Computing \| Social Networking \| Web 2.0 \| Web Analytics

The Social Sales Revolution sponsored by Salesforce.com EBOOK: This e-book examines how some of today’s most successful reps approach social sales. Among others, you’ll meet a wine salesman with almost a million Twitter followers, a global manufacturer who is taking orders on Facebook, and a storage saleswoman who used Twitter and other tools to exceed her quota by 200%. Posted: 07 Feb 2012 \| Published: 07 Feb 2012 TOPICS: CRM \| CRM Analytics \| Customer Data Integration \| Customer Data Management \| Customer Service \| Social Computing \| Social Networking \| Web 2.0 \| Web Analytics

The Customer Loyalty Conundrum sponsored by SAP America, Inc. WHITE PAPER: In 2011, Forrester Consulting conducted a study to find out how customer loyalty decision-makers define and execute customer loyalty. Read this study to find Forrester's analysis of how loyalty decision-makers currently use customer data, technology, and analytics to manage customer loyalty programs. Posted: 06 Feb 2012 \| Published: 06 Feb 2012 TOPICS: Business Intelligence \| CRM \| CRM Analytics \| CRM Best Practices \| Customer Data Integration \| Customer Data Management \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Loyalty Programs

Social Media-based Customer Loyalty Programs sponsored by Infor CRM EGUIDE: This e-guide from our editorial team will teach you how to efficiently deliver additional value to customers via social media as well as tips for finding balance when connecting with customers, and expert engagement tips from social media consultant Erik Qualman. Posted: 06 Feb 2012 \| Published: 06 Feb 2012 TOPICS: CRM \| Customer Loyalty \| Customer Service \| Social Networking \| Web 2.0

The power of Call Centers and Customer Loyalty sponsored by Infor CRM EGUIDE: Read this e-guide from our award-winning editorial team to learn strategies for how to utilize innovative technologies to improve your customer experiences, retain customers and gain loyalty. Posted: 06 Feb 2012 \| Published: 06 Feb 2012 TOPICS: Call Center Management \| Contact Center Management \| Contact Centers \| CRM \| Customer Loyalty \| Customer Satisfaction \| Customer Service

BoldChat Whitepaper: Proactive Chat sponsored by LogMeIn, Inc. WHITE PAPER: If you are unfamiliar with proactive chat or already have proactive chat software and want to learn how to make the most of it, then check out this white paper to gain a strong understanding. Posted: 06 Feb 2012 \| Published: 06 Feb 2012 TOPICS: CRM \| CRM Software \| Customer Satisfaction \| Customer Service \| Web 2.0

Customers, Not Cars Now Drive Auto Importer’s Strategy sponsored by SAP America, Inc. CASE STUDY: Read this Bloomberg Businessweek case study to learn how Israeli auto importer Colmobil Corp. changed its entire organizational structure and business processes, and, as part of the transformation, overhauled its legacy technology infrastructure to improve its customers' experiences and create business growth. Posted: 01 Feb 2012 \| Published: 01 Feb 2012 TOPICS: CRM \| CRM Analytics \| CRM Best Practices \| Customer Data Integration \| Customer Data Management \| Customer Satisfaction \| ERP \| Systems Integration

Best Practices for Mobile Device Support sponsored by LogMeIn, Inc. WHITE PAPER: Access today’s whitepaper to learn more about the best practices for mobile devices support and a solution that can help you make your mobile support be better – and smarter. Posted: 01 Feb 2012 \| Published: 01 Feb 2012 TOPICS: CRM \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Support Software \| Help Desk Software \| Help Desks \| Mobile Device Management \| Remote Access Software \| Smart Phones \| Tablet PC

CW Buyer's Guide: Customer Relations (CRM) sponsored by ComputerWeekly.com ESSENTIAL GUIDE: This nine-page Buyer's Guide to Customer Relationsip Management (CRM) analyses the factors CIOs and senior IT professionals will need to consider as they plan their CRM strategies. Posted: 31 Jan 2012 \| Published: 31 Jan 2012 TOPICS: B2B \| B2C \| CIOs \| CRM \| CRM Analytics \| CRM Best Practices \| CRM Services \| CRM Software \| eCommerce \| eCommerce Services \| eCommerce Software \| Social Networking

Customer Experience Exchange E-Zine Issue 2 sponsored by SearchCRM EZINE: This second issue of Customer Experience Exchange highlights the contact center. Often an overlooked facet of customer relationship management (CRM), the contact center is usually the first way a customer reaches out to a company and thus should always be considered in CRM strategies. Posted: 31 Jan 2012 \| Published: 31 Jan 2012 TOPICS: Call Center Management \| Call Centers \| Contact Center Management \| CRM \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices

North American Contact Center Industry 2011: A Mid-Year Update and Forecast sponsored by Calabrio, Inc. WHITE PAPER: This informative market update from The National Association of Call Centers (NACC) provides a comprehensive look at the industry. Posted: 31 Jan 2012 \| Published: 31 Jan 2012 TOPICS: Call Center Management \| Call Centers \| Contact Center Management \| Contact Centers \| CRM \| CRM Best Practices \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices

Can Your Center Keep Up with the Changes? Manage the Avalanche of Complexity and Still Control Costs sponsored by Calabrio, Inc. WHITE PAPER: Read this white paper to learn more about the future changes with contact centers and the best ways to prepare your organization for these changes. Posted: 31 Jan 2012 \| Published: 31 Jan 2012 TOPICS: Call Center Management \| Call Center Software \| Call Centers \| Contact Center Management \| Contact Center Software \| Contact Centers \| CRM \| Customer Service

Making WFM Work: Best Practices and ROI Model sponsored by Calabrio, Inc. WHITE PAPER: There has been tremendous innovation in contact center workforce management (WFM) over the past three years, with new vendors and offerings entering the scene. Find out how the new generation of WFM solutions are easier to use, improve agent satisfaction, enhance customer experience and cut costs. Posted: 31 Jan 2012 \| Published: 31 Jan 2012 TOPICS: Call Center Management \| Call Center Software \| Call Centers \| Contact Center Management \| Contact Center Software \| Contact Center Workforce Management \| Contact Center Workforce Management Software \| Contact Centers \| CRM \| CRM Software \| Customer Service \| Workforce Management Software

Smarter Commerce Manufacturing Interactive Guide sponsored by IBM VIRTUAL SEMINAR: Smarter commerce is designed to help companies better integrate and more effectively manage their value chains. It aligns the buy, market, sell and service processes in a way that puts the customer at the center of decisions and actions, which can lead to greater customer loyalty, revenue and profit margin growth. Posted: 30 Jan 2012 \| Premiered: 30 Jan 2012 TOPICS: CRM \| Customer Data Integration \| Customer Data Management \| Customer Satisfaction \| Customer Service \| Value Chain Integration \| Value Chain Management \| Value Chains

B2B Benchmark Assessment for B2B Services Sector sponsored by IBM ASSESSMENT TOOL: Take the time now and find out how your organization's sales processes to configure, price and quote complex business-to-business (B2B) offers ranks against the market leaders in the B2B services, communications, software, IT services and B2B advertising sectors. Posted: 30 Jan 2012 \| Published: 30 Jan 2012 TOPICS: B2B \| B2B Integration \| Configuration Management \| CRM \| Customer Data Integration \| Customer Service \| Price Quotes

Smarter Commerce for Consumer Electronics White Paper sponsored by IBM WHITE PAPER: When we talk about the world becoming increasingly interconnected, instrumented and intelligent, the most ubiquitous example is the smartphone. It collects and disseminates data while its users are at home and on the go, serving up just as much socially driven info as static, always-there web content. This white paper outlines smarter commerce. Posted: 30 Jan 2012 \| Published: 30 Jan 2012 TOPICS: CRM \| Customer Data Integration \| Customer Service \| Mobile CRM \| Mobile Device Management \| Smart Appliances \| Smart Phones \| Value Chain Integration \| Value Chain Management

Mass Customization for Communications Service Providers Podcast sponsored by IBM PODCAST: Join author David J. Gardner for a podcast that explains the key to making mass customization more efficient. Using examples of cable service providers and McDonald’s, clients will see how they can tune their infrastructure to make exceptions less exceptional and keep profitability on track. Posted: 30 Jan 2012 \| Premiered: 30 Jan 2012 TOPICS: CRM \| Customer Data Management \| Customer Service \| Infrastructure Management \| Infrastructure Services

Service. Smarter. Thriving in the age of the empowered customer sponsored by IBM WHITE PAPER: In this white paper, learn all about IBM's smarter commerce approach, which considers the entirety of the business-to-business (B2B) and business-to-consumer (B2C) experience. Read on and gain insight into how you can separate yourself from the competition by offering outstanding customer care in the days, months and even years after a sale. Posted: 30 Jan 2012 \| Published: 30 Jan 2012 TOPICS: B2B \| B2C \| CRM \| CRM Analytics \| CRM Software \| Customer Data Integration \| Customer Loyalty \| Customer Retention \| Customer Service

Sell. Smarter. Thriving in the age of the empowered customer sponsored by IBM WHITE PAPER: Read this brief white paper and learn about some smarter commerce technologies available from IBM, including cross-channel selling, distributed order management, customer integration and collaboration and much more! You also will gain insight into different supply chain management platforms that IBM has to offer. Posted: 30 Jan 2012 \| Published: 30 Jan 2012 TOPICS: CRM \| CRM Analytics \| Customer Data Integration \| Customer Data Management \| Customer Service \| Predictive Analytics \| Supply Chain Management \| Supply Chain Software

Cognos Business Intelligence for Report Authors sponsored by IBM VIRTUAL SEMINAR: Utilize a complete set of enterprise reports that are easy to build, maintain, secure and deploy, all delivered in a collaborative authoring environment and based on the fundamental principle of "author once — consume anywhere." Posted: 24 Jan 2012 \| Premiered: 24 Jan 2012 TOPICS: Business Intelligence \| Business Intelligence Software \| CRM \| CRM Best Practices \| CRM Software \| Customer Retention \| Customer Service \| Customer Service Best Practices

IBM Cognos Collaboration with Lotus Connection sponsored by IBM VIRTUAL SEMINAR: See how to use built-in collaboration and social networking tools to connect people and insights and achieve better business results. Posted: 24 Jan 2012 \| Premiered: 24 Jan 2012 TOPICS: Business Intelligence \| Business Intelligence Software \| Collaboration \| CRM \| CRM Analytics \| Social Networking \| Web 2.0

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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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