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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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Customer Engagement Strategies Hinge on Social Media Savvy
sponsored by Bazaarvoice
EGUIDE: Social media plays an important role in customer engagement strategies, but many sales and marketing teams struggle with how to use social platforms. This guide features insights from Sales Machine 2016, a two-day sales best practices and technology convention. Learn how you can use social media as an effective customer engagement tool.
Posted: 20 Oct 2016 | Published: 19 Oct 2016


What Are the Alternatives to NetSuite?
sponsored by Deskera
WHITE PAPER: It is hard for SMBs to want to do business with large CRM providers, especially when they merge with an even larger company. Thankfully, the CRM market is growing and there are alternatives to playing with the big boys. Take a look at this cloud-based alternative and consider whether you need to go big to be successful.
Posted: 20 Oct 2016 | Published: 20 Oct 2016


Outthink Content Chaos
sponsored by IBM
EBOOK: Enterprise content management (ECM) can make or break your reputation with your customers. Learn how cognitive and cloud-based ECM both secures your content and puts it to work for you. Access this e-book and its accompanying videos to learn about a plethora of business challenges and how ECM helps overcome them.
Posted: 20 Oct 2016 | Published: 20 Oct 2016


Unraveling The Social Technology Web
sponsored by Lithium Technologies
RESOURCE: Why are marketers struggling to take advantage of social media? Why isn't there a common set of tools amongst all social suites? Access this vendor-neutral expert report to learn about the importance of social media marketing technologies, the challenges marketers will face, and more.
Posted: 20 Oct 2016 | Published: 29 Jul 2016

Lithium Technologies

How to Create Highly Effective Email Marketing
sponsored by Marketo
EBOOK: This ebook explains how you can craft 10 different types of marketing emails to create the most customer engagement possible. You'll learn the best time to send abandoned-cart emails, how much information to include in your new subscriber emails, what it takes to build lasting relationships with your customers, and more.
Posted: 19 Oct 2016 | Published: 19 Oct 2016


Buying ERP? 5 Shocking Examples of Where it Went Wrong
sponsored by Deskera
WHITE PAPER: Enterprise resource planning (ERP) software is one of the most important tools you'll have to decide on. The ERP software market can be dangerous if you do not tred carefully. Here are 5 examples when ERP projects experienced significant failures.
Posted: 19 Oct 2016 | Published: 19 Oct 2016


The Modern State of Email and How To Increase Your Deliverability
sponsored by Marketo
WHITE PAPER: In this white paper, explore what drives modern email deliverability and learn some best practices for crafting an engaging email. Discover Gmail's new tabbed inbox filters, how to write subject lines with important "trigger words" and more.
Posted: 19 Oct 2016 | Published: 19 Oct 2016


How is Deskera, the next NetSuite?
sponsored by Deskera
WHITE PAPER: The cloud-based ERP/CRM tool market is going through a shakeup. Before you start looking at vendors, take a look at what your current business needs are. Access this white paper to learn which considerations you need to prioritize, and why, as well as how your business size may affect which options are available to you.
Posted: 17 Oct 2016 | Published: 17 Oct 2016


High Tech Pioneers the Digital Economy: A Catalyst for Growth
sponsored by SAP
EBOOK: To help you create a competitive digital business framework, this e-book explores the 5 key pillars of a digital strategy. Find out how these 5 factors impact successful strategies and discover an integrated cloud platform that boosts data management, mobile, collaboration, and analytic capabilities.
Posted: 17 Oct 2016 | Published: 31 Jan 2016


Sales & Marketing Alignment: Bridging the Gap
sponsored by TechTarget
RESOURCE: Sales and marketing alignment involves a solid partnership to ensure a seamless customer experience. In this guide, Sales & Marketing Alignment: Creating a Solid Partnership, uncover sales and marketing alignment strategies to get the best results from customer service, customer experience, sales, and marketing initiatives.
Posted: 17 Oct 2016 | Published: 17 Oct 2016

TOPICS:  CRM | CRM Software

How Consumer Products Firms are Using Technology to Realize Business and Customer Engagement Goals
sponsored by SAP
WHITE PAPER: Advanced technology plays an important role in the transition to digital consumer engagement. Learn which tools can enhance your omnichannel potential, along with monitoring and analysis of consumer interactions.
Posted: 14 Oct 2016 | Published: 30 Sep 2016


Leveraging Analytics For The Future in The New Data Generation
sponsored by SAS
WHITE PAPER: In this whitepaper learn how you can leverage your business' analytics do discover not only what your customers want now, but to learn what they will want in the future. Learn how to build detailed customer profiles, personalize analytics using AI, increase customer engagement with transparent analytics, and more.
Posted: 14 Oct 2016 | Published: 14 Oct 2016


The Value of Cloud ERP to Your Business
sponsored by NetSuite
WHITE PAPER: Finding the right ERP strategy is critical because it helps perform and improve critical functions like automating core business operations, improving financial compliance, enhancing customer service, and more. Access this buyer's guide to help decide if on-premise ERP is right for your needs or if it's time to consider migrating to the cloud.
Posted: 13 Oct 2016 | Published: 31 Dec 2015


Using Technology to Sharpen Business Practices and Improve Customer Engagement
sponsored by SAP
WHITE PAPER: The Internet of Things (IoT) can offer new insights and provide more value to customers and consumers. Learn more ways disruptive technology can help you engage your audience and maintain your competitive advantage by reading this report.
Posted: 13 Oct 2016 | Published: 13 Oct 2016


Cox Automotive Turbocharges Cloud Customer Experience
sponsored by Red Hat
RESOURCE: Create a private cloud that provides a self-service IT portal for its resource provisioning—unlocking the potential to support development of new products while avoiding the risk of shadow IT.
Posted: 13 Oct 2016 | Published: 13 Oct 2016

Red Hat

Retail: Small and Midsize Retailers Can Drive Revenue, Efficiency, and Loyalty with Smart Adoption of Advanced Technology
sponsored by SAP
WHITE PAPER: The digital transformation of retail is changing the buying, sourcing, merchandising, and sales strategies of our in-store past. Learn what your competitors are doing to expand their omni-channel reach, and uncover new ways to approach these changes.
Posted: 12 Oct 2016 | Published: 30 Sep 2016


Top Ten Global Bank Securely Extends Internal Content Systems
sponsored by IntraLinks, Inc
CASE STUDY: This case study details how a top ten global bank was able to implement a multi-functional, secure solution to meet the increasing requirements of its sales, marketing and operational teams and investors.
Posted: 12 Oct 2016 | Published: 31 Aug 2016

IntraLinks, Inc

Manage Your Contact Center For More Meaningful KPI's
sponsored by Genesys
EGUIDE: In this expert e-guide you'll find some helpful hints as to how you can identify the proper metrics needed to produce meaningful contact center KPI's. In addition, read 7 dos and don'ts of call center management to help you nourish your agent's best CRM practices.
Posted: 06 Oct 2016 | Published: 06 Oct 2016


7 Reasons Why Mobile Messaging Works & 3 Reasons Why It Fails
sponsored by Twilio
RESOURCE: It's important to understand why mobile messaging may or may not work for your organization's customer service strategy. Here are 7 reasons why it works and 3 reasons why it occasionally fails.
Posted: 05 Oct 2016 | Published: 05 Oct 2016


Key Pros and Cons of Salesforce Sales Cloud
sponsored by Salesforce
EGUIDE: In this brief expert guide, explore the pros and cons of Salesforce Sales Cloud. Learn why some users praise Sales Cloud's usability and accuracy, while others mourn its mobile CRM capabilities.
Posted: 05 Oct 2016 | Published: 26 Sep 2016


A Blueprint For Building Your Mobile Messaging Strategy
sponsored by Twilio
EBOOK: 97% of Americans use messaging at least once a day, but less than 40% of businesses support messaging as a contact channel. In this e-book, discover a how to successfully incorporate messaging into your omnichannel customer engagement strategy. Learn how Uber, Airbnb, and 8 more major companies lead the way when it comes to mobile messaging.
Posted: 04 Oct 2016 | Published: 04 Oct 2016


2016 Global Report: Understand How Consumers Use Messaging
sponsored by Twilio
RESOURCE: 89% of consumers want to talk to businesses via messaging. Discover why messaging is the next transformative measure in customer engagement, as well as why and how to get ahead of the trend.
Posted: 04 Oct 2016 | Published: 04 Oct 2016


Geospatial intelligence on the move
sponsored by
ESSENTIAL GUIDE: By having access to a centralised geographic information system (GIS), valuable context can be added to an organisation's existing data assets which can be accessed by any mobile worker, including the field force.
Posted: 04 Oct 2016 | Published: 04 Oct 2016

What to Expect from the Salesforce Sales Cloud Platform
sponsored by Salesforce
EGUIDE: In this expert guide, explore what you can expect from the Salesforce Sales Cloud Platform with account/contact management, marketing, lead management, sales, and analytics features. Learn about the five different editions of this platform, their value, and details about trial periods.
Posted: 29 Sep 2016 | Published: 28 Sep 2016


Predictive Analytics Foretells Consumer Wants on Social Media
sponsored by SearchContentManagement
EBOOK: Predictive marketing analytics can show companies how to tap and target consumers on the vast and fertile communications real estate known as social media.
Posted: 28 Sep 2016 | Published: 26 Sep 2016

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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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