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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Jun 19, 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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Customer Experience Online Forum: Join the Revolution sponsored by Oracle Corporation UK Ltd WEBCAST: Today, the customer experience you provide is more important than ever. Watch this webcast to hear from Bruce Temkin, a leading expert in customer experience, Anthony Lye, SVP of Oracle CRM, and other thought leaders as they discuss the ROI of the customer experience and learn strategies your peers are using to win over customers. Posted: 18 Dec 2012 \| Premiered: Dec 18, 2012 TOPICS: CRM \| CRM Best Practices \| Customer Loyalty \| Customer Retention \| Customer Satisfaction

Customer Experiences that Engage and Convert sponsored by Oracle Corporation UK Ltd WHITE PAPER: A 2012 Customer Experience Trends survey found that cross-channel inconsistency was consumers #1 complaint of businesses today. Read this paper to learn what 4 components are crucial to delivering a consistent customer experience and uncover strategies for integrating them into your business's customer service and support processes. Posted: 18 Dec 2012 \| Published: 29 Feb 2012 TOPICS: CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices

The Era of Impatience – Clock Ticking on Paying Lip Service to Customer Experience sponsored by Oracle Corporation UK Ltd WHITE PAPER: Providing an exceptional customer experience is more important than ever before, but many organizations current customer service practices fail to meet customer's expectations. Read this paper to learn 6 simple ways to enhance your service and support strategies in order to provide a better overall customer experience. Posted: 17 Dec 2012 \| Published: 17 Dec 2012 TOPICS: CRM \| CRM Best Practices \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Self-Service \| Customer Service \| Customer Service Best Practices \| Customer Support Software \| Oracle (Product)

Deliver Extraordinary Customer Service sponsored by Oracle Corporation UK Ltd WHITE PAPER: Exceptional customer service starts with providing a great customer experience – but meeting the demands and expectations of today's consumers is harder than ever before. Read on to learn how the right customer relationship management technology can help and learn 6 practical ways to significantly enhance your customer service strategies. Posted: 17 Dec 2012 \| Published: 17 Dec 2012 TOPICS: CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Self-Service \| Customer Service \| Customer Service Best Practices \| Customer Support Software

Navigating the Next Five Years of Customer Service sponsored by Oracle Corporation UK Ltd WEBCAST: Watch this webcast to learn why customer experience management is critical to a company's success, and customer service is the cornerstone of that strategy. Posted: 17 Dec 2012 \| Premiered: Jun 30, 2012 TOPICS: CRM \| CRM Analytics \| CRM Best Practices \| CRM Services \| Customer Data Integration \| Customer Data Management \| Customer Interaction Services \| Customer Loyalty \| Customer Profiles \| Customer Satisfaction \| Customer Self-Service \| Customer Service

Customer Experience: Empowering People. Powering Brands. sponsored by Oracle Corporation UK Ltd DATA SHEET: Research shows that 86% of customers will pay up to 25% more for a great customer experience, but only 1% report that their expectations are being met. Read this paper to learn about next-generation customer experience management technologies and strategies from Oracle that enable you to effectively connect, engage, and service your customers. Posted: 17 Dec 2012 \| Published: 17 Dec 2012 TOPICS: CRM \| CRM Best Practices \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Customer Support Software \| Oracle (Product)

Oracle Cloud Customer Service and Support: Great Experiences sponsored by Oracle Corporation UK Ltd VIDEOCAST: View this brief video for great customer service strategies that allow your customers to connect with service resources whenever and wherever they need. Also, discover how to get deeper insight into your clients' history and interactions with your business and services. Posted: 14 Dec 2012 \| Premiered: Dec 14, 2012 TOPICS: Cloud Computing \| Cloud CRM \| CRM \| CRM Best Practices \| CRM Services \| Customer Service \| Customer Service Best Practices \| Oracle (Product)

Customer Experience: Empowering People. Powering Brands. sponsored by Oracle Corporation UK Ltd WHITE PAPER: The way you do business has changed. Today's customers can make decisions about the products or services you offer without ever contacting your company directly, making an exceptional experience across all customer touch points paramount. Read on to learn about innovative technologies can help you enhance the customer experience. Posted: 14 Dec 2012 \| Published: 14 Dec 2012 TOPICS: CRM \| CRM Best Practices \| CRM Software \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Customer Support Software \| Oracle (Product)

Customer Experience for Service: Oracle Commerce Solutions sponsored by Oracle Corporation UK Ltd WHITE PAPER: Phenomenal customer service has never been more critical. A 2011 CEI report shows that 89% of customers will stop doing business with a company after a single bad experience. Inside this resource, learn more about the role of customer service in delivering a great customer experience and find out what strategies market leaders are using. Posted: 13 Dec 2012 \| Published: 13 Dec 2012 TOPICS: CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Customer Support Software \| Oracle (Product)

Customer Experience for Marketing: Oracle Commerce Solutions sponsored by Oracle Corporation UK Ltd WHITE PAPER: Today, customers hold the buying power – not marketing. In fact, research shows that 73% of customers will be loyal to brands that deliver a great customer experience. Read this paper to discover how the customer experience is driving business value and learn the 3 key principles of delivering an exceptional experience. Posted: 13 Dec 2012 \| Published: 13 Dec 2012 TOPICS: CRM \| CRM Best Practices \| CRM Software \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Customer Support Software \| Marketing \| Oracle (Product)

Customer Experience for Commerce: Oracle Commerce Solutions sponsored by Oracle Corporation UK Ltd WHITE PAPER: This exclusive resource explores the factors influencing the changing commerce landscape, including the impact mobility and social networking are having on the customer experience, and outlines technology tools from Oracle designed to help you optimize your customer experience management strategies. Posted: 12 Dec 2012 \| Published: 12 Dec 2012 TOPICS: CRM \| CRM Software \| Customer Loyalty \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Customer Support Software \| Oracle (Product)

Oracle Fusion CRM Cloud Service: The New Standard for CRM sponsored by Oracle Corporation UK Ltd VIDEO: With Oracle CRM On Demand Desktop you can now use Microsoft Outlook as your primary CRM interface. Oracle CRM On Demand Desktop combines the best of both world, rich CRM information with intuitive Microsoft Outlook user interface sales reps are used to. Watch this video to learn how Oracle CRM On Demand Desktop can help your sales reps. Posted: 11 Dec 2012 \| Premiered: 15 Feb 2012 TOPICS: CRM \| CRM Software \| Oracle (Product) \| Sales \| Sales and Marketing Software \| Sales Force Automation

Seven Power Lessons for Customer Experience Leaders sponsored by Oracle Corporation UK Ltd WHITE PAPER: Delivering a stellar customer experience can mean the difference between remaining competitive and going out of business in today's hyper-competitive, hyper-connected business world. Read this paper to learn 7 ways to improve your customer experience management (CEM) strategy and how to avoid common CEM pitfalls. Posted: 11 Dec 2012 \| Published: 01 Sep 2012 TOPICS: CRM \| CRM Best Practices \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service

Powering the Cross-Channel Customer Experience with Oracle’s Complete Commerce sponsored by Oracle Corporation UK Ltd WHITE PAPER: Read this white paper and gain an understanding of Complete Commerce and how it can change the way you interact with your customers. Complete Commerce can help you unify your customer's experience, personalize their journey, maximize engagement and optimize the execution along the way. Posted: 11 Dec 2012 \| Published: 01 Mar 2012 TOPICS: CRM \| CRM Analytics \| CRM Analytics Software \| CRM Software \| Customer Data Management \| Customer Loyalty \| Customer Service

Build Loyalty with an Exceptional Customer Experience sponsored by Oracle Corporation UK Ltd VIDEO: Providing the ideal customer experience can turn prospects into loyal, lifetime customers -- a crucial aspect of a financial firm's future success. Watch this brief video to learn how an exceptional customer experience from the beginning can help your financial organization foster lifelong customer loyalty. Posted: 10 Dec 2012 \| Premiered: 10 Dec 2012 TOPICS: CRM \| CRM Software \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Self-Service \| Customer Service \| Customer Service Best Practices \| Customer Support Software \| Oracle (Product)

Deliver Extraordinary Customer Experience sponsored by Oracle Corporation UK Ltd WHITE PAPER: Exceptional customer service can be a major differentiator in today's market. However, with more communication channels than ever before, devising an effective strategy can be difficult. Inside this paper learn 6 tips for achieving stellar customer service and find out how the right CRM tool can help set you apart from the competition. Posted: 10 Dec 2012 \| Published: 10 Dec 2012 TOPICS: CRM \| CRM Software \| Customer Interaction Services \| Customer Loyalty \| Customer Satisfaction \| Customer Service \| Oracle (Product)

Technology value matrix : ERP sponsored by ComputerWeekly.com ANALYST REPORT: Analyst group Nucleus Research looks at the latest trends in enterprise resource planning (ERP) and discusses the best performing suppliers. Posted: 30 Nov 2012 \| Published: 30 Nov 2012 TOPICS: CRM \| CRM Analytics \| CRM Analytics Software \| CRM Software \| ERP \| ERP Software \| PLM

Effective B2B Integration sponsored by ComputerWeekly.com ANALYST REPORT: Date Vile identifies 6 key factors to help businesses integrate their supply and demand chains more effectively. Posted: 29 Nov 2012 \| Published: 21 Sep 2012 TOPICS: B2B \| B2B Integration \| B2B Integration Software \| B2B Online Trading \| CRM \| EDI \| Email \| ERP \| ROI \| Supply Chain Integration \| Supply Chain Management \| Supply Chains \| Transaction Processing Services

Challenges Around Developing Mobile Enterprise Applications sponsored by Hewlett-Packard Limited PRESENTATION TRANSCRIPT: This presentation transcript examines the key drivers behind the mobile trend from an enterprise perspective and looks to how it will evolve in the next few years. Access this resource to examine the challenges surrounding the development of mobile enterprise applications. Posted: 27 Nov 2012 \| Published: 27 Nov 2012 TOPICS: CRM \| CRM Software \| Mobile CRM \| Mobile Device Management

CW Special Report on TCS sponsored by ComputerWeekly.com ESSENTIAL GUIDE: This 5 page special report from Computer Weekly gives you the facts on TCS, its strategy, products and services and financial performance. Posted: 23 Nov 2012 \| Published: 23 Nov 2012 TOPICS: Business Intelligence \| Business Process Outsourcing \| Cloud Computing \| Consultants \| Consulting Services Industry \| CRM \| ERP \| Financial Services \| Infrastructure Management \| Mobile Device Management \| Offshore Outsourcing \| Platform as a service \| Small Businesses

CW buyer's guide: The business advantages of big data sponsored by ComputerWeekly.com ESSENTIAL GUIDE: Big data may appear to be just another bandwagon, but it is important, and needs to be addressed carefully and sensibly. Posted: 16 Nov 2012 \| Published: 16 Nov 2012 TOPICS: Business Intelligence \| CRM \| Data Analytics \| Decision Support Systems \| ERP \| RFID \| SAP (Product) \| Storage Infrastructure \| Structured Data \| Unstructured Data

Eliminate Information Silos and Drive Customer Spend sponsored by Infor PRESENTATION TRANSCRIPT: The need for top-notch CRM tools that enhance sales strategies has never been more vital. Leveraging traditional technologies can offer impressive benefits, but savvy businesses are taking it one step further. In this transcript, learn about a technology that integrates CRM with ERP to empower sales and drive your business forward. Posted: 26 Nov 2012 \| Published: 26 Nov 2012 TOPICS: Application Integration \| CRM \| CRM Best Practices \| CRM Software \| Customer Data Integration \| Customer Loyalty \| Customer Profiles \| Customer Retention \| Customer Satisfaction \| Data Integration \| ERP \| Sales \| Sales Representatives

Unifying ERP and CRM to Create a Responsive Enterprise sponsored by Infor PRESENTATION TRANSCRIPT: In order to drive your business forward you need to close more sales. In order to close more sales you need exceptional CRM strategies. But legacy CRM technology alone provides a fragmented view of customers and ultimately hinders sales teams. Read this transcript to learn how a CRM/ERP integration can mitigate this challenge. Posted: 26 Nov 2012 \| Published: 26 Nov 2012 TOPICS: Application Integration \| CRM \| CRM Best Practices \| CRM Software \| Customer Data Integration \| Customer Satisfaction \| Data Integration \| ERP \| Sales \| Sales Representatives

Achieve a 360 Degree View of Your Customer sponsored by Infor PRESENTATION TRANSCRIPT: In today's market, it's easier to keep existing customers than obtain new ones. In order to retain the most customers, you need optimal CRM strategies – but relying on CRM software alone won't cut it anymore. Read this transcript to learn how integrating CRM with enterprise resource planning (ERP) can enhance your sales strategies. Posted: 26 Nov 2012 \| Published: 26 Nov 2012 TOPICS: Application Integration \| CRM \| CRM Best Practices \| CRM Software \| Customer Data Integration \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Data Integration \| ERP

Customer Experience Exchange, Issue 7 sponsored by SearchCRM EZINE: This 3-article E-Zine offers analysis and advice for the CEM professional. In the featured article, Cameron Kittle reviews CEM technologies and shares the thoughts of industry observers who stress that a company should first know what it intends to do with its wired connection to customers. Continue on for this article and more. Posted: 13 Nov 2012 \| Published: 13 Nov 2012 TOPICS: CRM \| CRM Best Practices \| ERP \| Mobile CRM \| Web 2.0

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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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