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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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Cross Channel Engagement with Oracle WebCenter Sites and Oracle Marketing Cloud
sponsored by Oracle Corporation
WHITE PAPER: Download this white paper now to discover why unified customer engagement is today's most important marketing practice. Read on to learn also how the cloud can boost your customer engagement across all channels—including online commerce, corporate sites, mobile, social, in-store, and service.
Posted: 03 Mar 2016 | Published: 03 Mar 2016

Oracle Corporation

A Cloud Platform for Digital Business
sponsored by Oracle Corporation
WHITE PAPER: Discover in this paper how to build a foundation for your digital cloud platform using existing middleware, which will enhance applications, business processes, and entire line-of-business offerings—without major retooling. Read on to leverage your existing assets to facilitate digital transformation.
Posted: 03 Mar 2016 | Published: 30 Jun 2015

Oracle Corporation

Reaching New Heights in Omnichannel Customer Service
sponsored by Zendesk
EGUIDE: This e-guide offers expert advice for creating a successful omnichannel customer experience by utilizing a unified user interface (UI), service clouds, self-service tools, and more. You'll also learn how to implement a unified contact record for customer interactions so that you can create a consistent, satisfying experience for your customers.
Posted: 02 Mar 2016 | Published: 26 Feb 2016

Zendesk

As Multichannel Intensifies, Call Centers Get a Wake Up Call
sponsored by Zendesk
EGUIDE: The multi-channel mandate is forcing contact centers to make dramatic changes. From tools to knowledge, get expert advice to ensure your agents are fully prepared for any customer request, with tools such as customer listening posts, so that they can provide satisfying customer service.
Posted: 02 Mar 2016 | Published: 26 Feb 2016

Zendesk

Salesforce vs. Microsoft Dynamics: Your expert guide to buying, managing and running a CRM system
sponsored by TechTarget
RESOURCE: The CRM software market has exploded due to the demand for a more dynamic way to work with customers. Access your expert guide to buying, managing and running a CRM system with a comparison of Salesforce and Microsoft Dynamics, by participating in our CEM and CRM Research Program today.
Posted: 02 Mar 2016 | Published: 03 Nov 2015

TechTarget

Case Studies: The Road to Frictionless Customer Experiences
sponsored by Zendesk
WHITE PAPER: It takes skill to make your audience feel valued. Access this white paper to explore a series of case studies in which real companies relay their success with customer service technologies, and learn what their strategies can do for you.
Posted: 01 Mar 2016 | Published: 01 Mar 2016

Zendesk

How CRM Can Transform the Sales Process at Every Stage
sponsored by Insightly
WHITE PAPER: This white paper digs into how CRM can transform your sales process during every stage. Discover how you can streamline lead management, customer communication, sales quotes, and more tasks to drive greater profit.
Posted: 01 Mar 2016 | Published: 01 Mar 2016

Insightly

Driving Service Efficiency and Customer Engagement with In-Store WiFi
sponsored by Earthlink.
WHITE PAPER: Explore the benefits of retail organizations offering customers reliable WiFi and floor personnel armed with tablets and appropriate apps to provide superior customer experience and convenience. Additionally, learn the 4 challenges of WiFi customer engagement and how to overcome them.
Posted: 01 Mar 2016 | Published: 01 Mar 2016

Earthlink.

Sales Tools Transform Prospects Into Customers
sponsored by SearchCRM
EBOOK: A recent report shows that 44% of respondents are only somewhat confident in the information generated by their sales forecasts. This expert e-guide explores how you can leverage sales intelligence tools to more effectively identify and target potential customers.
Posted: 29 Feb 2016 | Published: 29 Feb 2016

SearchCRM

Infographic: The New Social CRM Landscape
sponsored by Microsoft
RESOURCE: In this Infographic, explore insights that point to the power of social media in customer relationship management and sales today. Additionally, learn how CRM applications can provide an added boost to your sales team's productivity.
Posted: 29 Feb 2016 | Published: 29 Feb 2016

Microsoft

Is Social The New Customer Call Center?
sponsored by Oracle Corporation
WEBCAST: Companies need to adapt their customer service for social consumers, but social service is more than just resolving issues – it drives brand reputation. In this webinar, discover how your organization can work with Twitter to create, improve, and transform customer service solutions for your brand.
Posted: 29 Feb 2016 | Premiered: Feb 29, 2016

Oracle Corporation

Self-Service Guide: Practical and Strategic Advice for Using Self-Service Tools in Your Business
sponsored by Microsoft
WHITE PAPER: In this in-depth white paper, explore the various aspects of customer self-service. The topics covered include: an industry-focused look at self-service, how to build a self-service strategy, how to measure the ROI of self-service, and more.
Posted: 26 Feb 2016 | Published: 26 Feb 2016

Microsoft

3 Keys to Unlocking Sales Effectiveness
sponsored by Microsoft
WHITE PAPER: In this white paper, learn how one sales team turned their dismal numbers around using CRM. You'll also discover the 3 keys to unlocking sales effectiveness.
Posted: 26 Feb 2016 | Published: 26 Feb 2016

Microsoft

Video: Users Discuss Oracle Sales Cloud
sponsored by Oracle Corporation
RESOURCE CENTER: View today's featured video that'll only take up two minutes of your day as you hear how early adopters rate all the pros and cons associated with Sales Cloud and how it stacks up against other popular solutions (and Salesforce in particular).
Posted: 26 Feb 2016 | Published: 26 Feb 2016

Oracle Corporation

Service in the Cloud: Retain Happier Customers
sponsored by Oracle Corporation
RESOURCE CENTER: Where can you go for the latest sales, CRM, and customer experience information? Click through now to view "Service in the Cloud: Retain Happier Customers" and gain access to valuable videos, white papers, and other resources to help your organization navigate its customer service journey.
Posted: 26 Feb 2016 | Published: 26 Feb 2016

Oracle Corporation

Creating Exceptional Digital Experiences
sponsored by Oracle Corporation
WHITE PAPER: Digital experiences have become the cornerstone of just about every customer experience. And engaging with customers can now happen on any channel. Download this white paper now to discover how your organization can engage with customers in the digital world.
Posted: 26 Feb 2016 | Published: 26 Feb 2016

Oracle Corporation

Are You Customer-Centric? Why Manufacturers Are Adding Services
sponsored by Infor
WHITE PAPER: Make sure your company is positioned to meet the customer expectations and demands that will result from offering new services. Read on and learn ways to capture the data needed to truly understand what services add value for customers.
Posted: 26 Feb 2016 | Published: 26 Feb 2016

Infor

Healthcare ebook: Payers Guide to Turning Reform into Revenue
sponsored by Infogix
EBOOK: Download this e-book for helpful tips on maintaining data integrity and boosting member satisfaction. Discover how your healthcare organization can turn reform into revenue today.
Posted: 26 Feb 2016 | Published: 26 Feb 2016

Infogix

Guide to Effective B2B Selling with Insights
sponsored by Microsoft
WHITE PAPER: In this resource, learn how to use insights gleaned from business information, contact data, and a variety of other sources to engage with buyers and, in turn, produce more effective B2B selling.
Posted: 25 Feb 2016 | Published: 25 Feb 2016

Microsoft

How to Set Up a Lead Nurturing Framework
sponsored by Microsoft
WHITE PAPER: This e-book shows you how you can set up a formal framework for lead nurturing campaigns, enabling more transparency between sales and marketing in all stages of the buying process.
Posted: 25 Feb 2016 | Published: 25 Feb 2016

Microsoft

Customer Lifecycle Management Infographic
sponsored by Infogix
RESOURCE: Discover how you can use analytics to predict customer behavior. Download this infographic to learn the role big data plays in monitoring and managing the customer lifecycle.
Posted: 25 Feb 2016 | Published: 25 Feb 2016

Infogix

Top 10 Customer Service Trends for 2016
sponsored by Zendesk
RESEARCH CONTENT: This report by Forrester discusses the top 10 customer service trends for 2016. Uncover statistics, key takeaways, and expert tips for CRM success.
Posted: 25 Feb 2016 | Published: 05 Jan 2016

Zendesk

Geolocation and Mobile BPM: Benefits & Challenges
sponsored by HERE
EGUIDE: In this expert e-guide, Steve Weissman discusses the benefits that geolocation brings to mobile business process management. Learn how geolocation enables you to make customer service more specific and targeted and enhances business intelligence with geodata.
Posted: 01 Mar 2016 | Published: 25 Feb 2016

HERE

Location-Based Apps and CRM: Convenience vs Privacy Concerns
sponsored by HERE
EGUIDE: This expert e-guide explains the current landscape of the taxi-hailing application market (think Uber) and examines how location-based mobile apps are revolutionizing customer relationship management in hospitality, insurance, and retail with a big emphasis on the customer privacy concern.
Posted: 01 Mar 2016 | Published: 25 Feb 2016

HERE

Streaming Analytics FAQ: What You Need to Know
sponsored by SAS
EGUIDE: This expert e-guide provides answers to frequently asked questions about streaming analytics. Learn how streaming analytics complements traditional analytics, whether your enterprise can benefit from streaming analytics, and more.
Posted: 29 Feb 2016 | Published: 24 Feb 2016

SAS
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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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