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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.
CRMReports
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The 18 Social Business Imperatives
sponsored by Jive Software
WHITE PAPER: Access the following white paper to uncover 18 social business imperatives. Find out what knowledge, tools, and strategies you need to capitalize on the second wave of the social rise.
Posted: 10 Jan 2014 | Published: 10 Jan 2014

Jive Software

Win in your marketplace. Become a successful social business
sponsored by IBM
WEBCAST: Access the following webcast to uncover what you need to know to become a successful social business. Learn about the tools and techniques and how to properly use them to turn social data into the actionable insights you need to be competitive.
Posted: 09 Jan 2014 | Premiered: Jan 9, 2014

IBM

Maximising Business Benefits with Social Relationship Management
sponsored by Oracle Corporation UK Ltd
EGUIDE: In this SearchCRM.com e-guide, our experts provide must-see tips, tactics, and best practices for developing a social relationship management strategy that maximizes results.
Posted: 08 Jan 2014 | Published: 08 Jan 2014

Oracle Corporation UK Ltd

Build your Sender Reputation in Four Steps
sponsored by Dyn
WHITE PAPER: Having trouble reaching your customers' inboxes? You might have a poor sender reputation. Similar to a credit score, sender reputations reflect how good or bad your sending habits are. If your reputation is lower than you'd like just follow these 4 easy steps to start hitting the inbox.
Posted: 07 Jan 2014 | Published: 31 Dec 2013

Dyn

Eliminate Downtime Under Heavy Loads with Cloud Testing
sponsored by SOASTA, Inc
CASE STUDY: This case study reveals how the human translation platform VerbalizeIt rectified several website load speed issues which allowed the company to accommodate a jump from 250 to over 30,000 unique visitors per day and ensure positive customer experiences.
Posted: 06 Jan 2014 | Published: 31 Dec 2013

SOASTA, Inc

Customer Experience: Empowering People. Powering Brands. With Oracle Sales Solutions.
sponsored by Oracle Corporation
WHITE PAPER: This executive strategy brief explores customer experiences throughout the selling process, how sales must adapt in the age of the customer, and ways to improve sales performance that will positively impact the customer experience.
Posted: 06 Jan 2014 | Published: 25 Aug 2012

Oracle Corporation

Agile, Secure, Reliable: World-Class Customer Service in the Cloud
sponsored by Oracle Corporation
WHITE PAPER: The following e-book outlines the extensive benefits to moving customer service to the cloud.
Posted: 02 Jan 2014 | Published: 02 Jan 2014

Oracle Corporation

Get Started with Social Relationship Management
sponsored by Oracle Corporation
WHITE PAPER: If you are looking for a way for your brand to succeed in the ever-changing social media landscape and deliver tangible results, follow the three important steps listed in this fascinating paper. Read on now to find startling facts, gain key insights about Social Relationship Management, and better your brand – long-term.
Posted: 31 Dec 2013 | Published: 31 Dec 2012

Oracle Corporation

Knowledge Management: 5 Steps to Getting It Right the First Time
sponsored by Oracle Corporation
WHITE PAPER: In this eBook, find 5 simple steps for optimizing customer service and support with an effective, best-practice-led knowledge management initiative.
Posted: 26 Dec 2013 | Published: 26 Dec 2013

Oracle Corporation

The State of Cloud Integration Today
sponsored by MuleSoft
WHITE PAPER: Read this report today, which details the findings from a survey measuring the success of SaaS applications with existing enterprise assets that have been deployed by IT leaders across various industries. Inside, discover that organizations need to develop a hybrid integration strategy in order to fix performance issues.
Posted: 20 Dec 2013 | Published: 20 Dec 2013

MuleSoft

Social Selling: An Overview for Sales Executives
sponsored by Hootsuite
WHITE PAPER: Today's customers are better informed and more connected than ever, thanks in part to the popularity of social media. Consequently, this has caused a major shift in the buying process -- is your sales organization prepared to respond?
Posted: 20 Dec 2013 | Published: 20 Dec 2013

Hootsuite

The Blueprint to Becoming a Customer Company
sponsored by MuleSoft
WHITE PAPER: In this brief how-to-guide, gain insight into key technology trends and learn how integration allows you to better connect with your customers, employees, partners, and suppliers.
Posted: 20 Dec 2013 | Published: 20 Dec 2013

MuleSoft

HP Finextra Customer Experience Report 2013
sponsored by Hewlett-Packard Limited
WHITE PAPER: This white paper reveals the results of a survey focused on customer interaction in the banking industry, with 103 responses coming from 52 different European retail financial groups. Read on to discover the key forces that are impacting customer experiences.
Posted: 20 Dec 2013 | Published: 20 Dec 2013

Hewlett-Packard Limited

The Mobile Engagement Market: Top Providers and Offerings
sponsored by Hewlett-Packard Limited
ANALYST REPORT: This report from Forrester Research examines why and how mobility is becoming the foundation for customer engagement and offers key recommendations to help CIOs find mobile engagement success.
Posted: 20 Dec 2013 | Published: 06 Aug 2013

Hewlett-Packard Limited

SaaS Provider Handbook: How To Make Your App Enterprise Ready
sponsored by MuleSoft
WHITE PAPER: This SaaS provider handbook serves as a brief how-to-guide to provide insight into key technology trends impacting enterprise customers. Read on now to find best practices from a product, sales, and marketing standpoint to repeatedly land and expand within these accounts.
Posted: 19 Dec 2013 | Published: 19 Dec 2013

MuleSoft

Power Up Your Gaming Analytics in Days
sponsored by Treasure Data
WHITE PAPER: This brief resource examines how many industries, like the video gaming industry, can use big data analytics to capture and analyze customer behavioral data in order to respond to customer demands and deliver better experiences.
Posted: 07 Jan 2014 | Published: 07 Jan 2014

Treasure Data

The Master List of Email Delivery Terminology
sponsored by Dyn
WHITE PAPER: Email may seem simple – create content and send to your list – but there are many elements that go into a good email program. The Master List of Email Terminology helps shed light on the terms that you should know and what you should be implementing in your own program.
Posted: 07 Jan 2014 | Published: 31 Dec 2013

Dyn

The Power of Transformational Knowledge
sponsored by Oracle Corporation
WHITE PAPER: In this white paper, find out how you can deliver superior customer experiences with a Transformational State of Knowledge. Inside, find specific steps you can follow to achieve transformational knowledge, and learn how this state can grant your company sustainable growth and profitability.
Posted: 06 Jan 2014 | Published: 06 Jan 2014

Oracle Corporation

Del Monte Foods' Cloud Imperative
sponsored by Kenandy
WEBCAST: This video case study explores Del Monte Foods' cloud strategy – including why the food production company decided to move to the cloud and how it alleviated its cloud concerns.
Posted: 06 Jan 2014 | Premiered: Dec 10, 2013

Kenandy

Oracle Social Network
sponsored by Oracle Corporation
WHITE PAPER: Access the following white paper to uncover how you can collect the social networking data you need to stay competitive in today's market. Discover a solution to the collaboration gap that is both efficient, and allows you and your organization to make the right customer-centric decisions to drive innovation and success.
Posted: 02 Jan 2014 | Published: 02 Jan 2014

Oracle Corporation

Billing as a Strategy for Building Customer Loyalty and Retention
sponsored by Fusebill
WHITE PAPER: This resource examines the importance of billing in subscription sales, and details how you can use billing to build customer loyalty and retention.
Posted: 30 Dec 2013 | Published: 30 Dec 2013

Fusebill

Podcast: A Guide to Building an Agile Commerce Future in 4 Steps
sponsored by IBM.
PODCAST: Tune in to this exclusive podcast with Martin Gill from Forrester Research to get a four-step guide to developing an agile commerce strategy that will enable your company to swiftly adapt to changing customer demands and new technology.
Posted: 27 Dec 2013 | Premiered: Dec 9, 2013

IBM.

Puzzling: Finding the Missing Pieces of your Customer Picture
sponsored by IBM
WEBCAST: In this on-demand video, learn about the need for a complete customer view, and discover how the right big data and analytics tools can help you get there by giving you the power to predict customer behaviors, improve customer engagement, and more.
Posted: 27 Dec 2013 | Premiered: Sep 3, 2013

IBM

New CRM Technologies Bring Sales Success to Businesses
sponsored by Scribe Software Corporation
EGUIDE: Creative companies are making broader use of smartphones to access more than just email – phone and mobile customer relationship management (CRM) software and finding uses for GPS, cameras and other technologies are transforming CRM practices, even for more traditional industries.
Posted: 26 Dec 2013 | Published: 26 Dec 2013

Scribe Software Corporation

Connected Customer Centricity - MS perspective on the Retail Industry
sponsored by Microsoft India
WHITE PAPER: This resource reveals how your organization can develop successful customer-centric strategies and deliver superior customer value.
Posted: 19 Dec 2013 | Published: 31 Jan 2012

Microsoft India
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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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