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 22, 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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Webinar - Revenue Management Best-Practices for Manufacturing & Technology Organizations sponsored by Revitas, Inc. WEBCAST: This webcast explores best practices for revenue management, including explorations of enterprise revenue dynamics and ways to eliminate waste, error, and associated revenue leaks. Posted: 05 Mar 2013 \| Premiered: Feb 25, 2013 TOPICS: Contract Management \| CRM \| Enterprise Resource Management \| ERP \| Incentive Management \| Spreadsheets

Maximize Revenue, Minimize Risk by Automating ERP Incentive Management sponsored by Revitas, Inc. WEBCAST: Incentive programs can add value to your bottom line, but they also present challenges to efficient and error-free records. In this webcast, discover what a third-party incentive management system can do for your company. Posted: 05 Mar 2013 \| Premiered: Dec 31, 2012 TOPICS: CRM \| ERP \| Incentive Management \| Incentive Management Software

Webinar - Customer Engagement in 2013; The Mobile and Web Data Acquisition Imperative sponsored by Kofax, Inc. WEBCAST: Access this in-depth webinar to learn the current customer engagement industry trends, customer requirements, and goals of those in the insurance sector.Continue on to explore the business drivers and strategic responses surrounding the top ten technology initiatives for insurance. Posted: 05 Mar 2013 \| Premiered: Nov 28, 2012 TOPICS: Cloud Computing \| CRM \| CRM Analytics \| Customer Interaction Services \| Customer Satisfaction \| Data Analytics \| Data Mining \| Mobile CRM \| Web 2.0

Leveraging your service desk to scale your MSP business sponsored by CA Nimsoft WHITE PAPER: This paper offers some key principles managed service providers (MSPs) should adopt in order to ensure their service desk most fully supports operational efficiency, optimal service levels, and business growth. Posted: 05 Mar 2013 \| Published: 31 Dec 2012 TOPICS: CRM \| Unified Messaging

Moving Service Management to SaaS sponsored by CA Nimsoft WHITE PAPER: Today, organizations can enjoy similarly substantial benefits by migrating their IT service management functions to a software-as-a-service (SaaS) model. Continue on to this paper to explore a service desk offering that will help you bring the benefits of SaaS to your IT service management function. Posted: 04 Mar 2013 \| Published: 31 Dec 2012 TOPICS: Cloud Computing \| Cloud CRM \| CRM \| SaaS business intelligence \| SaaS ERP \| Sales Force Automation

Why Your Current Service Desk is Failing Your Business, and What to Do About It sponsored by CA Nimsoft WHITE PAPER: Service management platforms have a vital role to play, but in most organizations, they're not living up to expectation. Read on to explore why legacy service desks and even newer platforms have not delivered on expectations. Discover five requirements for a service desk solution to be truly effective in today's business environment. Posted: 28 Feb 2013 \| Published: 30 Sep 2012 TOPICS: CRM \| CRM Services \| Customer Satisfaction \| Customer Service \| Desktop Applications Management \| Desktop Virtualization

How To Send Zillions of Emails a Day (And Keep Customers Happy and Engaged) sponsored by Message Systems WHITE PAPER: Many organizations send several million emails each day, but this avalanche of messages can frustrate your customer base. This resource counts down four essential steps for sending high email volumes while also keeping your customers happy and engaged. Posted: 22 Feb 2013 \| Published: 31 Dec 2012 TOPICS: CRM \| CRM Best Practices \| CRM Services \| Customer Service \| Email \| Email Management

Using Case Management to Empower Employees and transform Customer Service sponsored by Kofax, Inc. WHITE PAPER: Businesses struggling to improve their customer service are failing to recognise the role and consider the needs of their own employees. This paper shows how successful customer service organisations have transformed customer service by empowering their employees with dynamic case management applications. Posted: 22 Feb 2013 \| Published: 22 Feb 2013 TOPICS: Contact Center Management \| Contact Center Software \| CRM \| CRM Best Practices \| CRM Services

How Adaptive Case Management Drives Better Customer Engagement sponsored by Kofax, Inc. WHITE PAPER: This white paper discusses the necessary role of adaptive case management in enabling a more responsive, flexible, and effective customer engagement in an era when the rising power of the individual demands a new architecture of engagement for customers and employees alike. Posted: 22 Feb 2013 \| Published: 22 Feb 2013 TOPICS: Cloud Computing \| CRM \| CRM Software \| Mobile CRM \| Web 2.0

Fight data chaos with better business process automation. sponsored by Kofax, Inc. VIDEO: This helpful webcast explores a technology that can capture incoming documents and information to automate downstream business processes quickly, efficiently and cost effectively, resulting in faster and more accurate customer transactions and improve customer service. Posted: 22 Feb 2013 \| Premiered: 24 Jan 2013 TOPICS: Business Process Management \| Contact Center Management \| CRM \| Customer Satisfaction

Next Practices in Insurance: Driving Growth with Better Customer Engagement sponsored by Kofax, Inc. WHITE PAPER: This in-depth resource to discover how innovative insurers are adopting customer-centric practices, such as new capture-enabled technologies to automate and expedite claims processing and customer service. Find out how you can benefit from the adoption of capture technologies within your organisation. Posted: 22 Feb 2013 \| Published: 31 Dec 2012 TOPICS: CRM \| CRM Software \| Customer Satisfaction \| Insurance Industry

Learn how Kofax makes it easier to onboard new customers. sponsored by Kofax, Inc. VIDEO: Access this brief video to explore the benefits of a business process management technology that will enable you to onboard new customers more efficiently. Find out how you can benefit from advanced information capture, mobile technology and business process management technologies. Posted: 21 Feb 2013 \| Premiered: 31 Aug 2012 TOPICS: Business Process Management \| Business Process Management Software \| CRM \| Customer Satisfaction \| Mobile CRM

Are Your Business Processes Letting You Down? sponsored by Kofax, Inc. VIDEO: Access this brief video to find out how you can increase your ability to respond with agility- and in the process make new customers, retain existing ones, and handle new requests with ease. Posted: 21 Feb 2013 \| Premiered: 14 May 2012 TOPICS: Business Process Management \| Business Process Management Software \| CRM \| Customer Retention \| Customer Satisfaction

Developing the right social CRM strategies for improved customer service sponsored by Avaya EGUIDE: Today's exclusive resource examines that steps businesses should take to ensure the seamless integration of social CRM into existing tools and processes. Discover the value you can glean from analyzing and nurturing customer feedback from social media channels. Posted: 19 Feb 2013 \| Published: 19 Feb 2013 TOPICS: CRM \| CRM Analytics \| CRM Best Practices \| Web 2.0

Accenture Technology Vision 2013 sponsored by ComputerWeekly.com IT BRIEFING: Accenture's technology vision assesses the impact of digital technology on the enterprise in 2013 and offers action points for CIOs and business leaders. Posted: 19 Feb 2013 \| Published: 19 Feb 2013 TOPICS: Amazon Web Services \| Business Intelligence \| Business Intelligence Software \| CIOs \| Cloud Computing \| Cloud CRM \| Cloud Storage \| CRM \| Cybersecurity \| Cyberterrorism \| Data Analytics \| Data Loss Prevention (DLP) \| Identity Management \| Infrastructure as a Service (IaaS) \| Mobile Workers \| Network Best Practices \| Network Infrastructure \| Platform as a service \| Risk Management \| SAP (Product) \| Social Computing \| Social Networking \| Software as a Service \| Supply Chain Automation \| Supply Chain Intelligence \| Virtual Machine

SharePoint Test Pilot Program sponsored by Kroll Ontrack, Inc. WHITE PAPER: This short white paper reveals how your organization can set up a test environment of a SharePoint system with just a few pilot groups or departments. Posted: 18 Feb 2013 \| Published: 18 Feb 2013 TOPICS: CRM \| CRM Analytics \| CRM Analytics Software \| CRM Best Practices \| CRM Hosting \| CRM Services \| CRM Software \| Enterprise Content Management \| Enterprise Content Management Software \| SharePoint

Benefits Management: How to increase the business value of your IT projects sponsored by ComputerWeekly.com BOOK: This book extract explains how organisation can uses benefits management techniques to increase the value of IT projects to the business. Posted: 15 Feb 2013 \| Published: 15 Feb 2013 TOPICS: Benefits \| Business Development \| Change Management \| Collaboration \| Cost Benefit Analysis \| CRM \| eBusiness \| eCommerce \| Enterprise Applications Software \| ERP \| Financial Management \| Organizational Change \| Organizational Change Management \| Project Management \| Project Portfolio Management \| ROI \| Social Networking \| Strategic Planning \| Training

Social Media and the Contact Center (Avaya Trend Advisor) sponsored by Avaya WHITE PAPER: By now, we're all aware of what a powerful force social media can be for a business – be it positive or negative. But how should your business address what's happening in social media? Read on to find out. Posted: 15 Feb 2013 \| Published: 31 Dec 2012 TOPICS: Contact Center Management \| Contact Centers \| CRM \| CRM Services \| Web 2.0

Social Media Analytics - Making Customer Insights Actionable sponsored by IBM WHITE PAPER: This white paper will examine the role social media can play in presenting a more strategic view of customer data and how the right combination of technologies can deliver insight to help companies more effectively meet perpetually shifting consumer demands expressed through, and influenced by, these dynamic communication channels. Posted: 11 Feb 2013 \| Published: 31 May 2011 TOPICS: CRM \| Data Analytics \| Data Mining \| Web 2.0

Improve your response: HP Enterprise Cloud Services for SAP CRM Rapid Deployment Solutions sponsored by Hewlett-Packard Limited PRODUCT OVERVIEW: In today's market, the most profitable businesses are those that have the agility and scalability required to respond to customer's changing needs. Their secret to success? The right CRM tools. Read on to learn about one pay-as-you-go CRM tool designed to provide you with all the key CRM features in a cost-effective package. Posted: 11 Feb 2013 \| Published: 11 Feb 2013 TOPICS: Cloud CRM \| CRM \| CRM Best Practices \| CRM Hosting \| CRM Software \| SAP (Product)

Achieving customer loyalty with customer analytics sponsored by IBM WHITE PAPER: This white paper explores how you can build strong customer relationships in this age of social media and maintain loyal customers who will not only provide you with their valuable business, but also share their enthusiasm online with their peers. Posted: 11 Feb 2013 \| Published: 31 Oct 2012 TOPICS: CRM \| Customer Loyalty \| Data Mining \| Web 2.0

Integrating multiple channels to build a single view of the customer sponsored by Genesys EGUIDE: CEM is about so much more than just technology. It's also important to focus on implementing the right processes to facilitate collaboration across different departments and multiple applications. This expert resource describes proven strategies to optimize resources for CEM. Posted: 21 Feb 2013 \| Published: 21 Feb 2013 TOPICS: Collaboration \| CRM \| CRM Services \| Customer Data Integration \| Customer Satisfaction \| Customer Service

Discover, deliver and set the right customer experience expectations sponsored by Genesys EGUIDE: This expert resource examines the ways businesses can make sure that their organizations are empowering agents with the right technology to resolve problems by providing the right information to the agent at the right time and proactively discovering and delivering on customer expectation. Posted: 21 Feb 2013 \| Published: 21 Feb 2013 TOPICS: Contact Center Management \| Contact Center Software \| CRM \| CRM Analytics \| CRM Software

Solution Spotlight: Tie Contact Center and IT for Strong Customer Experience Management sponsored by IBM and Crossview EGUIDE: It is a reality for many organizations that the IT department and contact center have a big gap in communication and collaboration leading to frustration and project delays. This exclusive resource will help you learn how to bridge the communication gaps between these two departments and set common goals to deliver a seamless customer experience. Posted: 18 Feb 2013 \| Published: 18 Feb 2013 TOPICS: Collaboration \| Contact Center Management \| CRM \| IT Departments

Solution Spotlight: The Role of a Chief Customer Officer in Leading Customer Experience Management sponsored by IBM and Crossview EGUIDE: Access this exclusive resource to find out how chief customer officers are cultivated inside the company and come from a variety of different backgrounds. Discover why brining a chief customer officer on board can help your organization refocus on the increasingly important customer experience management. Posted: 18 Feb 2013 \| Published: 18 Feb 2013 TOPICS: CRM \| Customer Interaction Services \| Customer Loyalty \| Customer Satisfaction \| Customer Service

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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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