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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 Analytics: Top 11 Vendors Compared
sponsored by IBM
RESOURCE: This Forrester resource weighs the top 11 customer analytics vendors against each other, revealing how each one measures up. Discover the strengths of each choice to determine which option is right for you.
Posted: 31 May 2016 | Published: 07 Mar 2016

IBM

Increasing Sales and Customer Loyalty with Merchandising Analytics
sponsored by IBM
WHITE PAPER: Learn how to extract actionable insight from massive volumes of social data and internal unstructured data in order to optimize merchandising.
Posted: 31 May 2016 | Published: 31 Jan 2016

IBM

Executive Report: Preferences of Today's Connected Consumers
sponsored by IBM
WHITE PAPER: With so many digital channels available for consumers to use, how can retailers provide seamless experiences across every touch point for each individual customer? This report reveals the expectations and preferences of today's hyper-connected customers. Explore crucial recommendations on how to enhance experiences with customer data.
Posted: 31 May 2016 | Published: 31 May 2015

IBM

25 Tips and Tricks For Amazing Customer Service
sponsored by Salesforce.com
WHITE PAPER: Learn how to provide a tailored customer experience that today's sophisticated tech-savvy customers have come to expect. From boosting agent productivity to enabling a premier self-service experience that won't bust your budget, view now and get the top 25 tips guaranteed to help transform your team into a world-class service organization.
Posted: 27 May 2016 | Published: 27 May 2016

Salesforce.com

Best Practices for Transforming the Customer Experience with Connected Field Service
sponsored by Salesforce.com
WHITE PAPER: Managing field service presents unique challenges that require a complete customer view to resolve: siloed teams out in the field, poor resource allocation, lack of mobile support, and lack of integration with CRM all raise the difficulty level. Find out how to resolve these pain points so you can deliver the ultimate customer experience.
Posted: 27 May 2016 | Published: 27 May 2016

Salesforce.com

How to Jumpstart Your Journey to the Cloud
sponsored by Salesforce.com
WHITE PAPER: More than ever, businesses can harness the power of data to connect with each customer throughout the entire customer lifecycle. It's just a matter of leveraging the right technology to help you get there. Keep reading to find out how on-premise legacy solutions are holding you back and why now's the right time to move to the cloud.
Posted: 27 May 2016 | Published: 27 May 2016

Salesforce.com

Customer Analytics Enrich Customer Journey Design
sponsored by IBM
WHITE PAPER: It's challenging to transform massive amounts of diverse customer information into actionable insights. Uncover key insights from a survey conducted with over 1000 global executives about customer analytics. Discover how you can proactively guide marketers and sales reps to drive revenue, shorten time to value, and more.
Posted: 27 May 2016 | Published: 27 May 2016

IBM

Empower Your Techs with Video-Aided Remote Support Tools
sponsored by LogMeIn, Inc.
ANALYST REPORT: Only using the phone to troubleshoot a software issue can be challenging, especially when technical issues are hard to describe. Uncover the business advantages of using video-aided remote support features. Plus, learn strategies for supporting the rise of IoT and diverse mobile device types.
Posted: 25 May 2016 | Published: 31 Jul 2015

LogMeIn, Inc.

What Matters Most in a Remote Support Tool
sponsored by LogMeIn, Inc.
WHITE PAPER: Explore survey results of IT decision makers across the US using remote support tools. Discover what 6 features and functionalities matter most in their remote support software.
Posted: 24 May 2016 | Published: 31 Dec 2015

LogMeIn, Inc.

Empowering Support Techs with Clientless Remote Software
sponsored by LogMeIn, Inc.
WHITE PAPER: A challenge facing IT groups today with respect to remote support is how they plan to deal with the fragmented device landscape. Explore how clientless remote software can overcome remote support issues for new device types.
Posted: 23 May 2016 | Published: 31 Oct 2015

LogMeIn, Inc.

The Future of Customer Experience
sponsored by [24]7 Customer, Inc.
WHITE PAPER: Take a closer look into the latest trends in customer experience management. Uncover 5 ways you can improve the customer experience in any industry.
Posted: 23 May 2016 | Published: 23 May 2016

[24]7 Customer, Inc.

IBM's Content-Focused Mobile App for Sales Teams – Powered by Box Platform
sponsored by Box
RESOURCE: Not all applications are secure and seamless enough to handle the content your sales team needs, and on the fly. Learn about IBM's new app that can enable your sales teams to interact with your most pertinent customer content and data on-the-go with one PaaS mobile platform.
Posted: 23 May 2016 | Published: 07 Apr 2016

Box

Guide to Selecting the Right Remote Support Tool
sponsored by LogMeIn, Inc.
WHITE PAPER: Remote support tools can help agents troubleshoot a device quickly, boost agent productivity, and reduce travel costs – but which one is right for your enterprise? Learn how to find a remote support tool that delivers a strong ROI.
Posted: 20 May 2016 | Published: 31 Dec 2015

LogMeIn, Inc.

Understanding Advanced Analytics to Build a Stronger Customer Experience
sponsored by Microsoft
WHITE PAPER: By offering more with advanced analytics, retailers can keep customers happy, loyal, and profitable. Explore ways to acquire the most valuable customers, create more personalized campaigns, increase sales, and more.
Posted: 19 May 2016 | Published: 19 May 2016

Microsoft

Best Practices for Delivering a Seamless Omnichannel Customer Experience
sponsored by Genesys
RESOURCE: Companies that can deliver a seamless omnichannel customer experience (CX) across multiple channels and touch points can develop a significant competitive advantage, reduce customer churn and increase profit. Download this eBook to learn 6 Best Practices to help you design and deliver omnichannel CX.
Posted: 19 May 2016 | Published: 19 May 2016

Genesys

Empower Your Contact Center Agents to Deliver Great Customer Experiences with an Omnichannel Desktop
sponsored by Genesys
RESOURCE: Most companies today can support multi-channel customer interactions such as voice, email and chat, but typically cannot share context across all channels. This white paper discusses how an omnichannel desktop can empower contact center agents, how you can reduce transfers and lower contact duration, while boosting customer satisfaction and more.
Posted: 19 May 2016 | Published: 19 May 2016

Genesys

Building the Business Case for Contact Center Modernization
sponsored by Genesys
WHITE PAPER: A contact center makeover significantly increases your revenue and reduces your costs; but justifying the investment can be tough. Download this white paper to learn how to build a business case for contact center modernization in your organization.
Posted: 19 May 2016 | Published: 19 May 2016

Genesys

An End to "Do-It-Yourself" IoT Product Management
sponsored by Xively by LogMeIn
RESOURCE: Discover a connected product management platform that can cut down on time spent on IoT infrastructure and data management, empowering enterprises to focus instead on the bigger picture strategy.
Posted: 19 May 2016 | Published: 03 May 2016

Xively by LogMeIn

New Year, New Focus: How Customer Context Improves Customer Experience
sponsored by Sitecore
WEBCAST: Consider this: 82% of customers stopped doing business with brands due to a bad experience, and 79% of customers tell others about their bad experience. Clearly, it's time to stop talking about customer centricity and do something about it.
Posted: 19 May 2016 | Premiered: May 19, 2016

Sitecore

Context Is Next: Are You Ready for the Next Wave in Marketing?
sponsored by Sitecore
WEBCAST: This webinar, presented by Scott Anderson, CMO at Sitecore, will explore how visionary context marketers are shifting their mindset and acquiring the necessary technology to understand every customer and use that intelligence to shape every experience at scale, in real-time. Tune in now.
Posted: 19 May 2016 | Premiered: Feb 2, 2016

Sitecore

Journey Mapping: An Outside-in Approach to Delivering Great Customer Experiences
sponsored by Genesys
EBOOK: Customer Journey Management is an omnichannel customer engagement technique that involves taking an outside-in approach from the customer's perspective to improve customer experience (CX) for your most important customer's journeys.
Posted: 18 May 2016 | Published: 18 May 2016

Genesys

Best Practices for Contact Center Routing
sponsored by Genesys
WHITE PAPER: This white paper provides a step by step guide, with use cases and examples, to help you build a flexible and effective contact center routing strategy.
Posted: 18 May 2016 | Published: 18 May 2016

Genesys

Frost & Sullivan—When CRM Meets the Contact Center
sponsored by Genesys
WHITE PAPER: Access this informative white paper to learn more about the benefits of integrating your CRM 360 degree customer records with your contact center to boost customer satisfaction and loyalty.
Posted: 18 May 2016 | Published: 18 May 2016

Genesys

What You Can Expect in Microsoft Dynamics CRM 2016
sponsored by TechData Corporation
EGUIDE: As Microsoft updates its ever-growing Dynamics CRM portfolio in 3 important areas and integrates technologies from two recent acquisitions, what can you expect? In this exclusive e-guide, consultant Robert Peledie reveals the most important changes and updates you'll come across in Microsoft Dynamics CRM 2016.
Posted: 31 May 2016 | Published: 20 May 2016

TechData Corporation

Best Practices for Website Localization
sponsored by Transifex
EGUIDE: With your valuable time at stake, how can you design a localization strategy that aligns with your business goals? This expert e-guide provides fundamental advice on website localization, revealing the biggest opportunities and challenges to watch out for.
Posted: 24 May 2016 | Published: 17 May 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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