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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Dec 2, 2009

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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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How to Embrace CRM and Make it Succeed in Your Organization sponsored by SYSPRO WHITE PAPER: This White Paper shows you how the Customer Relationship has changed and what companies are doing to secure those customers. Posted: 12 Oct 2009 \| Published: 12 Oct 2009 TOPICS: CRM \| CRM Analytics \| CRM Best Practices \| CRM Services \| Customer Data Integration \| Customer Interaction Services \| Customer Loyalty \| Customer Satisfaction \| ERP

Avatars Proven to Increase Advertising Effectiveness sponsored by Humanity Interactive CASE STUDY: Blue Rain commissioned Humanity Online to create an avatar for their character "Marcus OneNote" that could act, react, and interact with visitors to the OneNote Ad and landing page of the community site for OneNote. Read on to learn how avatars are increasing advertising effectiveness. Posted: 09 Oct 2009 \| Published: 09 Oct 2009 TOPICS: Advertising \| Click-Throughs \| CRM \| CRM Analytics \| CRM Services \| Market Research \| Market Segments \| Market Trends \| Marketing \| Marketing Information Systems \| Online Advertising \| Online Marketing \| Search Engine Marketing

Make CRM Work the Way Salespeople Do sponsored by Oracle Corporation WHITE PAPER: This white paper examines how traditional CRM technologies, while valuable in helping organizations manage customers and revenues, have not really assisted the salesforce do their jobs. Posted: 08 Oct 2009 \| Published: 08 Oct 2009 TOPICS: CRM \| CRM Software \| Customer Data Management \| Oracle (Product) \| Sales \| Sales Representatives

Chapter 3: SaaS on the Rise, but Does It Deliver? sponsored by SearchCRM EBOOK: The emergence of Software as a Service-based applications has enabled organizations to get new applications up and running quickly and cheaply, saving resources for mission-critical tasks. Posted: 07 Oct 2009 \| Published: 07 Oct 2009 TOPICS: Cloud Computing \| CRM \| CRM Software \| Grid Computing \| SaaS ERP \| Software as a Service \| Utility Computing \| Utility Software

Circumstances and Customers Have Changed: Has Your Loyalty Program Kept Pace? sponsored by Oracle Corporation WHITE PAPER: According to the 2009 COLLOQUY Loyalty Marketing Census, while the average household is enrolled in 14.1 loyalty programs, they're only active in 6.2 programs. In fact, poorly implemented loyalty strategies can actually diminish customer loyalty. So what do you do? Find out in this new complimentary white paper by Peppers & Rogers Group and Oracle. Posted: 02 Oct 2009 \| Published: 02 Oct 2009 TOPICS: CRM \| CRM Best Practices \| Customer Loyalty \| Customer Profiles \| Customer Satisfaction \| Customer Service

The Flawed Vision of Customer Data Integration – How to Get it Right the First Time sponsored by Siperian, Inc. WHITE PAPER: The initial goal of Customer Data Integration (CDI) was to create the most reliable customer data for the entire company. We now know that the golden opportunity for CDI lies within Master Data Management and the ability to uncover interactions and understand the relationships that companies have with their customers. Posted: 16 Sep 2009 \| Published: 16 Sep 2009 TOPICS: CRM \| Customer Data Integration \| Customer Data Management \| Customer Interaction Services \| Data Classification \| Data Management \| Data Mining \| Data Quality \| Master Data Management

Midmark Aims for Excellence with Efficient Products and Support sponsored by LogMeIn, Inc. CASE STUDY: Find out how healthcare equipment and diagnostic product vendor, Midmark, uses LogMeIn Rescue to give helpdesk support to internal and external users, and customers worldwide on their PC's, Macs and smartphones. Posted: 16 Sep 2009 \| Published: 16 Sep 2009 TOPICS: Call Center Services \| Call Center Software \| CRM \| Customer Satisfaction \| Customer Service \| Customer Support Software \| Health Care Industry \| Help Desk Management \| Help Desk Software \| Mobile CRM \| Remote Control Software \| Smart Phones

Giving Nurses More Time to Care sponsored by LogMeIn, Inc. CASE STUDY: The IT team at Palm Valley Health Care needed to provide technical support to their 200 field nurses and wide-spread administrative staff throughout South Texas. Find out why they chose LogMeIn Rescue to solve 9 out of 10 support issues remotely. Posted: 16 Sep 2009 \| Published: 16 Sep 2009 TOPICS: Call Center Software \| CRM \| Customer Satisfaction \| Mobile Device Management \| Mobile Workers \| Remote Control Software \| Remote Support Services \| Smart Phones \| Wireless Computing

For Ceridian, it Pays to Provide High-Quality Support sponsored by LogMeIn, Inc. CASE STUDY: This case study describes how Ceridian used LogMeIn Rescue to streamline its 50-to 90 day implementation process and to increase troubleshooting capabilities for customer support analysts handling 2,500 calls per day. With Rescue in place, Ceridian has experienced an increase in their customer satisfaction rates, which have grown from 83% to 94%. Posted: 16 Sep 2009 \| Published: 16 Sep 2009 TOPICS: Configuration Management \| CRM \| Customer Satisfaction \| Customer Service \| Customer Support Software \| File Transfer Protocols \| Help Desk Management Services \| Help Desk Software \| Remote Control Software \| Remote Support Services

Communications Skills for Remote Support sponsored by LogMeIn, Inc. WHITE PAPER: A new era of on-demand remote support has brought with it a unique challenge to the agents who practice it: a new level of transparency for their interpersonal skills. In this white paper, you'll learn from an experienced communications skills expert, 4 specific steps to help supercharge your customer relationships in an era of remote support. Posted: 16 Sep 2009 \| Published: 16 Sep 2009 TOPICS: Call Center Management \| Call Center Services \| CRM \| CRM Services \| Customer Interaction Services \| Customer Support Software \| Remote Access Software \| Remote Control Software

Catalyst XPS - The Solution for Cross-Carrier Small Parcel Shipping From the SAP® Environment sponsored by CDC Global Services - Catalyst WHITE PAPER: This white paper will discuss Catalyst XPS, a tool that can integrate information from all the major small parcel carriers into one view, fully integrated with SAP. Catalyst XPS can save customers money and improve customer service, without creating an additional maintenance burden on their internal IT team. Posted: 15 Sep 2009 \| Published: 15 Sep 2009 TOPICS: CRM \| Customer Service \| ERP \| Manufacturing \| ROI \| SAP (Product) \| Supply Chain Management \| Transportation Management \| Warehouse Management Software

CRM Strategy Guide: Leveraging your customers sponsored by Sun Microsystems, Inc. INFORMATION CENTER: Learn how innovative companies are turning CRM challenges into an opportunity for business advantage and cost reduction. Posted: 15 Sep 2009 \| Published: 15 Sep 2009 TOPICS: CIOs \| Cost Benefit Analysis \| CRM \| Customer Data Integration \| Customer Data Management \| Customer Loyalty \| Customer Retention \| ROI

Customer Relationship Management: The Winning Strategy in a Challenging Economy sponsored by Microsoft WHITE PAPER: In a growth economy, businesses typically spend aggressively to stoke the growth engine. When money is tight, however, organizations seek more cost-effective ways to nurture their business expansion. This paper explains how organizations can save money over tough times and find themselves better positioned to take the lead when times improve. Posted: 15 Sep 2009 \| Published: 15 Sep 2009 TOPICS: CRM \| CRM Analytics \| CRM Services \| Customer Data Management \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Economic Environment

The Executive Guide to CRM Architecture: Why CRM Flexibility Will Impact Your Success sponsored by Microsoft WHITE PAPER: This white paper explains the importance of flexible software architecture, and how the right CRM solution can support and even advance an organization’s ability to evolve in lock-step with changes as they occur--enabling them to attain and maintain a competitive advantage. Posted: 14 Sep 2009 \| Published: 14 Sep 2009 TOPICS: CRM \| CRM Analytics \| CRM Best Practices \| CRM Services \| Customer Data Management \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Support Software

CRM and Social Networking: Engaging the Social Customer sponsored by Microsoft WHITE PAPER: As social networking sites explode in popularity, the hype and interest continue to build. But sorting the fact from the hype can be a challenge. This paper discusses tangible ways that organizations can extract measurable business value from social networking by leveraging it in conjunction with Customer Relationship Management (CRM) solutions. Posted: 14 Sep 2009 \| Published: 14 Sep 2009 TOPICS: Blogs \| CRM \| CRM Analytics \| Customer Interaction Services \| Customer Loyalty \| Customer Profiles \| Social Computing \| Social Networking \| Web 2.0

The Leader in On-Demand Call Centers: Five9 Product Overview sponsored by Five9 PRODUCT OVERVIEW: Five9 is the leader in on-demand call center products. Watch this overview to learn about all the products Five9 has to offer to help improve your call center operations and learn just how easy it is to use the many products available from Five9. Posted: 11 Sep 2009 \| Published: 11 Sep 2009 TOPICS: Automatic Call Distribution Systems \| Call Center Management \| Call Center Services \| Call Center Software \| Call Centers \| CRM \| CRM Best Practices \| VoIP

Award-Winning VoIP Provider Deploys Five9 in Profit Centers to Launch Marketing Campaigns sponsored by Five9 CASE STUDY: Read case study to learn how Vonage selected the Five9 Virtual Call Center Suite to launch an ambitious campaign to win back over 70,000 customers. Read on to learn how Five9 Virtual Call Center Suite offers superior-quality VoIP, predictive dialer, inbound call capabilities, comprehensive management and customer tracking tools, and more. Posted: 10 Sep 2009 \| Published: 10 Sep 2009 TOPICS: Automatic Call Distribution Systems \| Call Center Management \| Call Center Services \| Call Center Software \| Call Centers \| CRM \| CRM Best Practices \| CRM Services \| Customer Loyalty \| Customer Satisfaction

VoIP and Lower TCO Will Drive Adoption of Hosted On-Demand Contact Centers sponsored by Five9 WHITE PAPER: Read this paper to learn how organizations that have selected a hosted contact center solution have minimized or even eliminated the cost of their IT or telecom support departments. Keep reading to learn what the benefits a hosted contact center solution can have for your company. Posted: 10 Sep 2009 \| Published: 10 Sep 2009 TOPICS: Call Center Management \| Call Center Services \| Call Center Software \| Contact Center Management \| Contact Center Services \| Contact Center Software \| CRM \| CRM Software \| TCO

High-End Real Estate Company JBMRA Puts Mobile Brokers in Prime Position to Increase Sales—with Microsoft Dynamics CRM Live sponsored by Microsoft CASE STUDY: Microsoft Dynamics CRM Live eliminated the risk of losing decentralized customer data. The firm's information is protected on Microsoft hosted servers that utilize reliable data backup processes and technologies. The application allows mobile users to access and input data on the move, something that brokers could not do previously. Posted: 10 Sep 2009 \| Published: 10 Sep 2009 TOPICS: CRM \| CRM Software \| Customer Retention \| Enterprise Resource Management \| Mobile CRM \| Sales \| Sales Representatives

Using Encrypting File System to Protect Microsoft Dynamics CRM Data on a V3c Client Running Windows XP Professional sponsored by Microsoft WHITE PAPER: This white paper explains how to use Encrypting File System (EFS), a feature that is provided by default in the Windows® operating system, to protect data in Microsoft Dynamics CRM clients for Outlook Compatibility Update running on Windows XP Professional Service Pack 2 (SP2). There are many different solutions available to encrypt data on disk. Posted: 10 Sep 2009 \| Published: 10 Sep 2009 TOPICS: CRM \| CRM Software \| Customer Data Management \| Customer Data Management Software \| Customer Retention \| Operating Systems \| Windows XP

Agency Chooses New Technology to Drive Up Tourism and Strengthen Customer Relations sponsored by Microsoft CASE STUDY: The goal of South African Tourism's global employees is to increase tourism to the nation to help enhance the nation's economy. To address this issue they utilized the research of a tier-one customer relationship management consultancy and selected Microsoft Dynamics™ CRM 4.0. Posted: 10 Sep 2009 \| Published: 10 Sep 2009 TOPICS: Business Intelligence Software \| CRM \| CRM Software \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Data Management \| Data Management Software

NBA Basketball Team Scores with Sales Force Automation Tool sponsored by Microsoft CASE STUDY: Read how a Microsoft Dynamics solution helped a NBA Basketball team gain benefits such as system connectivity, sales force automation, and enhanced productivity. Posted: 10 Sep 2009 \| Published: 10 Sep 2009 TOPICS: CRM \| CRM Software \| Customer Data Integration \| Customer Data Management Software \| Sales \| Sales and Marketing Software \| Sales Force Automation

Teachers Association Turns to Centralized Data Repository to Improve Member Service sponsored by Microsoft CASE STUDY: The California Teachers Association (CTA) relies on a complex and highly integrated IT environment to capture and manipulate data. CTA wanted to add a customer relationship management solution to better support its members. After exploring several alternatives, CTA chose to deploy Microsoft Dynamics™ CRM. Posted: 10 Sep 2009 \| Published: 10 Sep 2009 TOPICS: CRM \| Customer Data Integration \| Customer Data Management \| Customer Retention \| Data Collection \| Data Integration

Switching from Salesforce.com to Microsoft Dynamics CRM Helps Jones Lang LaSalle Implement Global Enterprise Model sponsored by Microsoft CASE STUDY: Microsoft Dynamics CRM has enabled Jones Lang LaSalle to share customer and account information globally, while still offering functionality tailored to the unique processes of its many business units and more than 700 local offices. Posted: 10 Sep 2009 \| Published: 10 Sep 2009 TOPICS: CRM \| CRM Services \| CRM Software \| Customer Data Integration \| Customer Data Management Software \| Customer Retention

Consultancy Deploys Productivity-Enhancing CRM Solution to Gain Competitive Advantage sponsored by Microsoft CASE STUDY: After an extensive search for a solution, Lure Executive Services chose to implement Microsoft Dynamics™ CRM Online. Posted: 10 Sep 2009 \| Published: 10 Sep 2009 TOPICS: Business Intelligence \| Business Intelligence Software \| CRM \| CRM Analytics Software \| CRM Best Practices \| Customer Loyalty \| Customer Retention

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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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