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 24, 2013

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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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Productive Workforce sponsored by Aspect WHITE PAPER: Many contact centers can't keep up with the demands of the "Consumer 2.0" due to outdated technologies and inefficient call center staffing. In this resource, discover how a workforce optimization strategy can help you improve customer experience and reduce cost per interaction. Posted: 24 May 2013 \| Published: 31 Mar 2013 TOPICS: Call Center Management \| Call Centers \| Contact Center Management \| Contact Centers \| CRM \| Customer Satisfaction \| Customer Service \| Workforce Planning

Cellular One sponsored by Aspect CASE STUDY: Cellular One relied on inefficient technologies that required too much manual labor and resulted in sub-par customer interactions. In this case study, discover how they leveraged a single-platform strategy to drastically enhance their customer experience by combining workforce, quality and performance management capabilities with CRM technology. Posted: 23 May 2013 \| Published: 30 Apr 2013 TOPICS: Call Center Management \| Call Centers \| Contact Center Management \| Contact Centers \| CRM \| Customer Satisfaction \| Customer Service \| Workforce Planning

Keeping Pace with the Consumer sponsored by Aspect WHITE PAPER: Customers are demanding high levels of service from a variety of new channels - channels that bring both risk and opportunity for CRM. This helpful whitepaper outlines the key capabilities of a next-generation contact center and explores the various tools you should consider for supporting a collaborative CRM initiative. Posted: 23 May 2013 \| Published: 31 Mar 2013 TOPICS: Call Centers \| Collaboration \| Contact Centers \| CRM \| Customer Satisfaction \| Customer Service

Are Public Sector organisations embracing collaboration to provide more Seamless Service for the 24/7 citizen? sponsored by Aspect WHITE PAPER: Modern contact centers are faced with customer demands for consistent, 24/7 service and support - even the public sector. This in-depth survey report delves into the challenges that public sector contact centers face, highlights the key trends that will affect customer interaction, and investigates the success rates of cost-savings initiatives. Posted: 23 May 2013 \| Published: 23 May 2013 TOPICS: Call Center Management \| Call Centers \| Contact Centers \| CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Service \| Mobile Workers \| Social Networking \| Web 2.0

Making the Back Office Pay sponsored by Aspect WHITE PAPER: 42% of contact center decision-makers say they're unable to effectively manage end-to-end workflow of customer interactions, and one of the main reasons for this is sub-par back-office processes. In this resource, explore how improving back-office staff utilization and performance results in more accurate, timelier responses to customer queries. Posted: 23 May 2013 \| Published: 31 Mar 2013 TOPICS: Call Center Management \| Call Centers \| CRM \| Customer Service \| Employee Performance Management (EPM) \| Human Resources Management \| Workforce Planning

Video case study: Neiman Marcus empowers workforce with e-learning sponsored by Cornerstone OnDemand WEBCAST: In this video case study, learn how the right e-learning strategy allowed luxury merchandise company Neiman Marcus to equip its workforce with the training and tools it needed to drive greater productivity, better customer support, and more. Posted: 22 May 2013 \| Premiered: May 22, 2013 TOPICS: CRM \| Customer Loyalty \| Customer Satisfaction \| Customer Support Software \| eLearning \| eLearning Software \| Employee Performance Management (EPM) \| Human Resources Management \| Human Resources Services \| Human Resources Software \| Training \| Training and Educational Services \| Training Software \| Workforce Management Software \| Workforce Planning

Explore Emerging Trends in Web Content Management sponsored by Limelight Networks, Inc. EGUIDE: Consult this expert E-guide to learn more about the roles and users of Web content management (WCM.) Analysts discuss the convergence of core WCM capabilities as content becomes more personalized, more mobile and reaches more customers. Posted: 22 May 2013 \| Published: 22 May 2013 TOPICS: Content Management \| Content Management Services \| Content Management Software \| CRM \| CRM Analytics \| CRM Analytics Software \| CRM Best Practices \| Customer Satisfaction

eGuide HR Metrics Key to Strategic Planning sponsored by Workday EGUIDE: In this expert e-guide, human resources (HR) leaders will learn how to more effectively apply HR analytics by improving the ways they find, interpret, and use data. Read on now to get started. Posted: 22 May 2013 \| Published: 22 May 2013 TOPICS: Analytic Applications Software \| Business Intelligence \| Business Intelligence Software \| CRM \| Data Analytics \| Data Mining \| Employee Performance Management (EPM) \| Human Resources Management \| Human Resources Services \| Human Resources Software \| Talent Management \| Workforce Management Software \| Workforce Planning

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 has only become more complex in recent years, as customers visit websites not only from PCs, but from a variety of 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)

E-Book: Understanding SaaS/Cloud Application Integration: Tips, Techniques and Getting Started sponsored by Dell Boomi EBOOK: Integrating cloud applications with in-house legacy applications can be a difficult undertaking. The good news is that there are more options than ever that allow organizations to do all the integration themselves. This e-book examines what you need to know to develop the right cloud application integration strategy for your organization. Posted: 22 May 2013 \| Published: 27 May 2010 TOPICS: Application Integration \| Cloud Computing \| CRM \| Customer Data Integration \| Data Integration \| Data Management \| ERP \| Grid Computing \| SaaS ERP \| Software as a Service

E-Book: Integrating Oracle CRM On Demand with onpremise applications: Understanding ROI and best practices sponsored by Cast Iron Systems EBOOK: This E-Book engages in some of the big concerns of Oracle CRM on Demand and SaaS CRM integration. And how this integration might affect how some IT and business professionals operate. Posted: 22 May 2013 \| Published: 11 Sep 2009 TOPICS: CRM \| ERP \| ERP Software \| Integration Server Software \| IT Systems \| Organizational Change \| Organizational Change Management \| SaaS ERP \| Sales Force Automation

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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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