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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May 21, 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 Reports
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Podcast: Tap into More: Find Ways to Drive Value from Oracle Investments sponsored by AT&T Corp PODCAST: Download this podcast today to learn how HMS took a strategic view of its PeopleSoft investments and hear a discussion about how you can drive the most from your application investments. Posted: 21 May 2013 \| Premiered: May 21, 2013 TOPICS: Business Intelligence \| CRM \| CRM Analytics \| CRM Software \| Data Mining \| Oracle (Product)

Staying connected: Don't let faulty mobile applications lose customers sponsored by SearchCRM EBOOK: Mobile applications are quickly becoming the most common way customers interact with businesses, and can often make or break a customer's experience. In this expert e-book, explore what customers expect from mobile applications and discover the technologies and practices you'll need to create useful, engaging mobile apps. Posted: 20 May 2013 \| Published: 20 May 2013 TOPICS: Application Deployment \| Application Integration \| Cloud Computing \| CRM \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Mobile CRM

How new devices, networks, and consumer habits will change the web experience sponsored by Akamai Technologies WHITE PAPER: Delivering a stellar web experience for customers has only become more complex in recent years, as customers visit websites not only from PCs, but from a variety of personal mobile devices. Access this helpful report to learn why new devices, networks, and consumer habits are transforming the web experience and how you can adapt. Posted: 16 May 2013 \| Published: 22 Jan 2013 TOPICS: CRM \| Customer Satisfaction \| Mobile CRM \| Mobile Device Management \| Web 2.0 \| Web Content Management \| Web Site Design

Salesforce vs. Oracle: Who Will Win the CRM Battle? sponsored by Salesforce EGUIDE: Between Salesforce and Oracle, who will win the CRM battle? Read this expert resource today to compare the pros and cons of leveraging technology from each vendor. Posted: 13 May 2013 \| Published: 13 May 2013 TOPICS: Cloud Computing \| CRM \| CRM Software \| Mobile CRM \| Software as a Service

Overhauling a Legacy Contact Center: Starting Steps sponsored by Five9 EGUIDE: Overhauling legacy contact center technology is often costly and time-consuming, but it doesn't have to be. This expert e-guide offers advice on deciding when it's time to upgrade your contact center, making the business case for an overhaul, and important change management considerations. Posted: 10 May 2013 \| Published: 10 May 2013 TOPICS: Call Center Management \| Call Center Software \| Call Centers \| Contact Center Management \| Contact Centers \| Contact Management \| CRM \| CRM Best Practices \| CRM Software \| Legacy Applications Software

Cost-Saving Tips for Contact Centers sponsored by Five9 EGUIDE: For service organizations looking to cut costs, the contact center is the go-to department, seeing as it often has high staffing counts within the company. Check out this expert e-guide to learn how you can effectively identify opportunities and decrease spending in your contact center, without sacrificing customer experience. Posted: 10 May 2013 \| Published: 10 May 2013 TOPICS: Call Center Management \| Call Center Software \| Call Centers \| Contact Center Management \| Contact Center Software \| CRM \| CRM Best Practices \| Outsourcing

Integrating customer data for improved CRM sponsored by Infor EGUIDE: This expert e-guide provides an in-depth look at how to leverage social media, customer data and analytics to achieve a unified vision of your customer and better anticipate their needs. Posted: 09 May 2013 \| Published: 09 May 2013 TOPICS: CRM \| CRM Analytics \| CRM Best Practices \| Customer Satisfaction \| Social Networking \| Web 2.0 \| Web Analytics

Permissions and Preferences: Let's Rethink This sponsored by Message Systems WHITE PAPER: This insightful resources explores the changing landscape of email marketing and explains why customer engagement, rather than permissions, is the most valuable asset you have for effective customer relationship management and successful marketing campaigns. Posted: 08 May 2013 \| Published: 31 Dec 2012 TOPICS: CRM \| CRM Analytics \| Customer Data Management \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Email Marketing

Strategic insights for your social CRM strategy sponsored by Infor EGUIDE: This expert e-guide provides a comprehensive look at the challenges of defining a social media strategy for CRM, offers advice on choosing the right tools, and highlights how to train employees on new social media technologies. Posted: 08 May 2013 \| Published: 08 May 2013 TOPICS: CRM \| CRM Best Practices \| CRM Software \| Customer Interaction Services \| Customer Loyalty \| Customer Service \| Social Networking \| Web 2.0

How to Send Zillions of Emails a Day sponsored by Message Systems WHITE PAPER: Many organizations send out millions of emails each day, but unless you manage your email efforts correctly, you might be draining resources and frustrating your customer base. This white paper counts down four tips to help you get it right. Posted: 08 May 2013 \| Published: 31 Dec 2012 TOPICS: CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Email \| Email Management \| Email Marketing \| Email Software \| Messaging Software \| Spam

Smarter Commerce Global Summit: Gaylord Opryland Resort and Conference Center, Nashville, Tennessee, May 21 to 23, 2013 sponsored by IBM EVENT: Attend the Smarter Commerce Global Summit to gain insights into how to create strong customer experiences across channels. Posted: 08 May 2013 \| Published: 21 May 2013 TOPICS: CRM \| CRM Analytics \| CRM Software \| Customer Data Management \| Customer Satisfaction \| Customer Service

Win Loyalty and Boost Sales with SAP Mobile Solutions sponsored by SAP America, Inc. WEBCAST: This brief video provides real-world applications of a mobile SAP strategy for retail establishments, and highlights how associates can win customer loyalty, boost sales, and accelerate transaction processing. Posted: 07 May 2013 \| Premiered: May 7, 2013 TOPICS: CRM \| Mobile CRM \| Mobile Device Management \| Mobile Workers \| Sales \| SAP (Product)

Shred-It Goes Mobile with CRM-Service sponsored by Kony CASE STUDY: Shred-It, a leading information security company providing document destruction services, was looking to initiate a mobile strategy to improve the efficiency of their customer service reps (CSRs). Read this short case study to learn how mobilizing their CRM service processes allows Shred-It to provide standardized, consistent delivery of service. Posted: 07 May 2013 \| Published: 07 May 2013 TOPICS: Application Integration \| Business Process Management \| CRM \| Customer Service \| Mobile CRM \| SAP (Product)

Why Cloud? Better Security than Most Companies Can Provide Themselves sponsored by Five9 WHITE PAPER: This white paper explains how cloud security may be the safer investment for businesses, including customer-oriented organizations and contact centers. Discover why moving applications to the cloud could better protect your data than if it were kept on-premise. Posted: 07 May 2013 \| Published: 07 May 2013 TOPICS: Call Center Management \| Call Centers \| Cloud Computing \| Cloud CRM \| Cloud Security \| CRM \| CRM Software \| Data Security

Keep the Lights on with SAP Mobile Solutions sponsored by SAP America, Inc. WEBCAST: In this brief webcast, get a first-hand look at how SAP mobile technologies can benefit utility providers, not only just in managing and servicing mission-critical assets, but in the way you interact with customers. Posted: 06 May 2013 \| Premiered: May 6, 2013 TOPICS: CRM \| Customer Interaction Services \| Customer Service \| Mobile CRM \| Network Management \| SAP (Product)

Customer Engagement in a Mobile World sponsored by Message Systems WHITE PAPER: This comprehensive white paper explores the state of customer-business interaction today, and outlines the capabilities and features of a "customer communication hub" – a way to unify customer interaction across a variety of modern channels, including social media and mobile. Posted: 06 May 2013 \| Published: 31 Dec 2012 TOPICS: CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Service \| Mobile CRM \| Social Networking \| Web 2.0

Five Success Factors for CMS/Digital Marketing Success: the It Management Perspective sponsored by SiteCore WHITE PAPER: This resource counts down five IT-specific tips that will help you ensure your content management system (CMS) project is a success, allowing your organization to deliver a high-quality, dependable, and consistent user experience. Posted: 03 May 2013 \| Published: 31 Dec 2011 TOPICS: Content Delivery \| Content Management \| Content Management Systems \| CRM \| CRM Best Practices \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| IT Best Practices \| IT Management \| Marketing \| Online Marketing \| Web Content Management

Tommy Bahama Improves Messaging with Infor Epiphany sponsored by Infor CASE STUDY: This brief case study illustrates how Tommy Bahama, a men's and women's lifestyle retailer, developed a better understanding of customers, improved cultivation of their customer data, and implemented more customer-focused outreach thanks to a CRM interaction management system. Posted: 03 May 2013 \| Published: 31 Dec 2012 TOPICS: CRM \| CRM Analytics \| CRM Analytics Software \| Customer Data Integration \| Customer Data Management \| Customer Satisfaction \| Customer Service \| Customer Support Software

Top Six Strategies for CMS/Digital Marketing Success: The Developers Perspective sponsored by SiteCore WHITE PAPER: This resource counts down six strategic guidelines that will help you plan a dependable and developer-friendly content management system (CMS) project and deliver a consistent, high-quality user experience. Posted: 03 May 2013 \| Published: 31 Dec 2011 TOPICS: Application Development \| Content Delivery \| Content Management \| Content Management Systems \| CRM \| CRM Best Practices \| Customer Loyalty \| Customer Satisfaction \| Marketing \| Online Marketing \| User Experience \| Web Content Management

Architected for Personalization: How Sitecore's coupled architecture enables individualized web experiences sponsored by SiteCore WHITE PAPER: This resource examines the crucial role that content management systems (CMSs) play in delivering a personalized customer experience, and outlines key factors that your organization should consider in order to make the CMS selection process a success. Posted: 02 May 2013 \| Published: 31 Dec 2012 TOPICS: Contact Management \| Contact Management Software \| Content Delivery \| Content Management \| Content Management Systems \| CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| eCommerce \| Enterprise Content Management \| Enterprise Content Management Software \| Personalization \| Web Content Management

CMS selection drives customer experience: A guide for marketers & developers sponsored by SiteCore WHITE PAPER: Content management systems (CMSs) now play a critical role in delivering an excellent customer experience. This resource highlights the key criteria you should consider when selecting a CMS to ensure interoperability with the rest of your customer experience management tools. Posted: 02 May 2013 \| Published: 02 May 2013 TOPICS: Content Delivery \| Content Management \| Content Management Software \| Content Management Systems \| CRM \| CRM Best Practices \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| eCommerce \| Enterprise Content Management \| Personalization \| Web Content Management

Mobilize Your CRM Investment, Empower Your Sales Teams sponsored by Kony WHITE PAPER: This white paper introduces a mobile customer relationship management technology that gives your sales team access to account, lead, opportunity, and customer information on any device, at any time. Read on to learn how this technology enables a more efficient, productive sales force and can provide your company with a multitude of benefits. Posted: 02 May 2013 \| Published: 31 Dec 2012 TOPICS: Application Deployment \| Application Performance Management \| Cloud Computing \| CRM \| Mobile CRM \| Mobile Device Management \| Mobile Workers

Navy Federal Credit Union becomes trusted advisor with Infor sponsored by Infor CASE STUDY: Providing your customers with accurate, timely, pertinent information is the cornerstone of success for any client-based business. Check out this brief case study to lean how Navy Federal Credit Union implemented a cross-servicing platform to monitor customer interactions and provide more relevant services and information to their clients. Posted: 01 May 2013 \| Published: 31 Dec 2012 TOPICS: Call Center Management \| Call Center Software \| Call Centers \| CRM \| Customer Interaction Services \| Customer Satisfaction \| Customer Service \| Customer Support Software

Integrated data mining - the core to customer analytics success sponsored by Infor WHITE PAPER: For most companies, data mining for customer analytics fails to live up to its potential, due to the complexity and cost of traditional tools. Inside, discover the challenges that traditional data mining systems pose and gain insight on how you can overcome them to enable customer analytics success. Posted: 01 May 2013 \| Published: 28 Feb 2013 TOPICS: CRM \| CRM Analytics \| Customer Data Management \| Customer Service \| Data Analytics \| Data Mining \| Data Mining Software

Infor Epiphany Social Commerce Solutions sponsored by Infor WHITE PAPER: This white paper introduces a software suite that can help you gain deeper customer insights from social media data, resulting in more successful marketing campaigns and customer relationships. Learn how this technology can help you achieve five main components of a successful CRM initiative. Posted: 01 May 2013 \| Published: 31 Dec 2012 TOPICS: CRM \| CRM Analytics \| CRM Best Practices \| Customer Interaction Services \| Customer Loyalty \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| 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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