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 23, 2013

Business of Information Technology > Business Management >
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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Smarter Service: The Contact Center of the Future sponsored by Oracle Corporation EBOOK: Today's consumers expect better service, better products, and better communication with retailers. Without a single view of the customer across all channels, retailers risk alienating customers and driving them to other brands. Many retailers are deploying software-as-a-service (SaaS) contact center systems to address these problems. Posted: 19 Sep 2012 \| Published: 19 Sep 2012 TOPICS: Cloud Computing \| Cloud CRM \| Cloud Management \| Contact Center Management \| Contact Center Services \| Contact Center Software \| Contact Centers \| CRM \| CRM Best Practices \| CRM Services \| CRM Software \| SaaS business intelligence \| SaaS ERP \| Software as a Service

Leveraging Loyalty Data to Enhance the Cross-Channel Customer Experience sponsored by Oracle Corporation WHITE PAPER: In this 1to1® Executive Dialogue, industry experts discuss the steps business leaders should take to leverage loyalty programs, integrated CRM, and customer insights to deliver a unified, personalized, and relevant customer experience that maximizes customer loyalty. Posted: 18 Sep 2012 \| Published: 01 Sep 2012 TOPICS: CRM \| CRM Analytics \| CRM Best Practices \| CRM Software \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction

Knowledge Management: 5 Steps to Getting It Right the First Time sponsored by Oracle Corporation EBOOK: Today, many businesses are looking for ways to reduce customer service costs without sacrificing satisfaction – and most companies are finding it challenging. Read this vendor e-book to learn how adding knowledge management to your customer service strategy can reduce costs while increasing agent productivity and customer satisfaction. Posted: 18 Sep 2012 \| Published: 01 Sep 2012 TOPICS: CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Loyalty \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Customer Support Software \| Knowledge Management

HP Warranty & Claims Management for Manufacturing - Solution Overview sponsored by Hewlett-Packard Limited WHITE PAPER: Outsourcing services from your manufacturing company means you lose control, visibility, and data accuracy. To regain control you need to extend your customer relationship management (CRM) and enterprise resource planning (ERP) systems to users not part of your company. Read this paper to learn how an application can help address these needs. Posted: 07 Sep 2012 \| Published: 07 Sep 2012 TOPICS: CRM \| CRM Best Practices \| CRM Services \| CRM Software \| ERP \| ERP Software \| Manufacturing \| Manufacturing Industry \| Manufacturing Software \| Manufacturing Systems

The ROI of Social CRM sponsored by ComputerWeekly.com ANALYST REPORT: This analyst report from Nucleus Research shows that businesses can achieve a significant return on investment by adding social media to their CRM deployments Posted: 07 Sep 2012 \| Published: 05 Aug 2012 TOPICS: CIOs \| CRM \| CRM Best Practices \| Marketing \| ROI \| Social Computing \| Social Networking

HP Client Engagement for Wealth Managers sponsored by Hewlett-Packard Limited WHITE PAPER: A staggering 75 % of people leave their parents' wealth managers services. Learn to meet the challenges posed by today's new breed of clients by leveraging customer relationship management (CRM) applications, such as addressing today's pain points, functionality that meets your needs, transforming risks to your client base, and more. Posted: 06 Sep 2012 \| Published: 06 Sep 2012 TOPICS: CRM \| CRM Best Practices \| CRM Services \| CRM Software \| Financial Applications Software \| Financial Management \| Financial Service Providers \| Financial Services \| Financial Services Industry \| Financial Systems

HP Customer & Dealer Management System for Automotive - Solution Overview sponsored by Hewlett-Packard Limited WHITE PAPER: Read this paper to learn about one application that can integrate your dealer management systems (DMS) and customer relationship management (CRM) applications to optimize performance. By filtering these processes to distributors and original equipment manufacturers (OEMs), you can maximize operation performance and leverage real time analytics. Posted: 06 Sep 2012 \| Published: 06 Sep 2012 TOPICS: Analytic Applications Software \| CRM \| CRM Analytics \| CRM Analytics Software \| CRM Best Practices \| CRM Software \| Customer Data Integration \| Customer Data Management \| Customer Data Management Software \| Customer Interaction Services \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Data Management \| Data Management Software \| OEMs

Case Study: Vision of the Future of Manufacturing and Production sponsored by SAP America, Inc. WHITE PAPER: Frost & Sullivan Analysts discuss Vision of the Future of Manufacturing and Production with best practice case study on how SAP delivers Integrated Enterprise Management. Posted: 21 Aug 2012 \| Published: 31 Dec 2011 TOPICS: Business Intelligence \| CRM \| Enterprise Applications Software \| Enterprise Asset Management Software \| ERP \| Manufacturing Software \| Product Life Cycles \| SAP (Product) \| Supply Chain Management

Learn how Coca-Cola Hellenic is transforming IT with our ERP solution sponsored by SAP America, Inc. DATA SHEET: Ride the wave as Coca-Cola Hellenic transforms its entire IT environment by rolling out powerful and integrated SAP applications to mobilize its business processes and provide a sustainable platform for future growth and enhancements with significant efficiency improvements in end-to-end commercial business processes. Posted: 21 Aug 2012 \| Published: 09 May 2009 TOPICS: CRM \| CRM Software \| ERP \| ERP Software \| NetWeaver \| SAP (Product)

The Social Customer ebook "Rethinking Customer Service: The Call Center as Corporate Information Hub" sponsored by SAP America, Inc. WHITE PAPER: This e-book looks at how the call center in particular can help drive a proactive, rather than reactive, approach to business. Experts from the call center world share strategies and mindset shifts that must take place as customers demand more and more information about the products and services that they consume. Posted: 21 Aug 2012 \| Published: 31 Dec 2011 TOPICS: Call Center Management \| Call Centers \| CRM \| CRM Best Practices \| Social Computing

Belden Corp 10 week CRM Implementation sponsored by SAP America, Inc. VIDEO: Belden is one of the largest U.S. manufacturers of high-speed electronic cables. See how the company replaced its on-demand solution with SAP CRM to track its success with customers, enabling the company to view prior performance in order to plan for the future. Posted: 21 Aug 2012 \| Premiered: 21 Aug 2012 TOPICS: CRM \| CRM Best Practices \| CRM Software \| Sales Information Systems \| SAP (Product)

Sales Maximize Profitability, Improve Performance, and Deliver Customer Value sponsored by SAP America, Inc. WHITE PAPER: Learn why your sales team's success depends upon its ability to acquire and grow profitable customer relationships and how the SAP Customer Relationship Management (SAP CRM) application can help by empowering it with the tools and information necessary to plan and analyze sales execution throughout the entire sales cycle. Posted: 20 Aug 2012 \| Published: 07 Oct 2010 TOPICS: CRM \| CRM Analytics \| CRM Analytics Software \| CRM Best Practices \| CRM Software \| Mobile CRM \| Sales and Marketing Software \| Sales Contact Management Software \| Sales Order Management \| SAP (Product)

Make Field Service Best Practices Even Better by Leveraging Mobile Technology sponsored by Intermec WHITE PAPER: Uncover best practices for workforce optimization, resource management, revenue assurance, and performance control and learn how technology you already have can enhance processes and improve productivity and profitability within your organization. Posted: 13 Aug 2012 \| Published: 30 Jun 2011 TOPICS: Barcode Printers \| Barcodes \| Best Practices \| CRM \| Data Transmission Standards \| M2M Communications \| Mobile Workers \| Wireless Computing \| Wireless Systems \| Wireless Telephones \| Wireless WAN

CallPro CRM e-marketing features sponsored by CallPro CRM WHITE PAPER: Does your customer relationship management (CRM) lack the agility and flexibility you need to effectively support sales and marketing professionals? Watch this webcast to learn about a CRM system that offers intelligent and flexible e-marketing capabilities with advanced follow-up features to help catch more prospects and close more sales. Posted: 27 Aug 2012 \| Published: 01 Aug 2012 TOPICS: CRM \| CRM Analytics \| CRM Best Practices \| CRM Software \| Customer Profiles \| Email Marketing \| Marketing

Using Case Management to Empower Employees and transform Customer Service sponsored by Kofax, Inc. WHITE PAPER: This white paper demonstrates how empowering your employees can lead to significantly improved customer service. Learn how dynamic case management applications can assist in delivering employee empowerment and transform the customer experience. Posted: 24 Aug 2012 \| Published: 24 Aug 2012 TOPICS: Business of Information Technology \| Business Process Management \| CRM \| CRM Best Practices \| CRM Services \| CRM Software \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| IT Best Practices \| IT Management

Why a Call Centric CRM? sponsored by CallPro CRM WHITE PAPER: Is your current customer relationship management (CRM) software negatively impacting your selling potential? Many of the CRM software options today have lost focus on their primary users – sales professionals – and are actually decreasing sales activity. Read on to learn how a call-centric CRM strategy can alleviate this challenge. Posted: 23 Aug 2012 \| Published: 01 Aug 2012 TOPICS: Call Center Management \| Call Center Software \| Call Centers \| CRM \| CRM Best Practices \| CRM Software \| Sales and Marketing Software \| Sales Force Automation \| Sales Representatives

A Success Model for CRM Integration, And How to Avoid the Most Common Mistake sponsored by Scribe Software Corporation WHITE PAPER: As more companies begin to implement customer relationship management (CRM) applications, many struggle with common integration challenges. This paper offers a three step success model for CRM integration projects. Read on to learn the characteristics, implementation requirements, benefits, data replication and process integration. Posted: 22 Aug 2012 \| Published: 01 May 2011 TOPICS: Application Deployment \| Application Development \| Application Integration \| Application Performance Management \| CRM \| CRM Analytics \| CRM Analytics Software \| CRM Best Practices \| CRM Software \| Customer Data Integration \| Customer Data Management \| Customer Data Management Software \| Customer Retention \| Customer Service Best Practices

LEGO: Nurturing Consumer Loyalty Bloomberg BusinessWeek Article sponsored by SAP America, Inc. WHITE PAPER: This LEGO customer success story reported by Bloomberg Businessweek highlights how LEGO leverages SAP Customer Relationship Managment (SAP CRM), especially the loyalty management software, to run the compnay's customer loyalty program. Posted: 21 Aug 2012 \| Published: 31 Dec 2011 TOPICS: CRM \| CRM Best Practices \| CRM Software \| Customer Loyalty \| Customer Service \| ERP \| ERP Software \| SAP (Product)

The State of Customer Data Integration 2012: The What, Why & How of CRM Integration sponsored by Scribe Software Corporation WHITE PAPER: Customer data integration helps companies grow and thrive, but businesses still have a long way to go to implement customer relationship management (CRM) in a meaningful way. Check out what over 300 companies said about cloud, their CRM platforms, and customer data integration in this survey. Posted: 20 Aug 2012 \| Published: 20 Aug 2012 TOPICS: CRM \| CRM Analytics \| CRM Analytics Software \| CRM Best Practices \| CRM Services \| CRM Software \| Customer Data Integration \| Customer Data Management \| Customer Data Management Software \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Customer Support Software \| Data Analytics \| Data Collection \| Data Entry \| Data Management \| Data Management Software

Why CRM Implementations Fail….And What To Do About It sponsored by Scribe Software Corporation WHITE PAPER: Companies are scrambling to implement CRM systems, but they might not be getting what they bargained for if they're not careful. Up to 80% are reporting they're not getting what they were promised. Read this paper and learn how to avoid pitfalls, develop a strategy for your CRM system, and much more. Posted: 20 Aug 2012 \| Published: 01 Mar 2011 TOPICS: CRM \| CRM Best Practices \| CRM Services \| CRM Software \| Customer Interaction Services \| Customer Loyalty \| Customer Profiles \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Customer Support Software

Build Your Cloud, Build Your Profit sponsored by Citrix Systems, Inc. WHITE PAPER: Download the whitepaper, Build Your Cloud, Build Your Profit, to learn how service providers can deliver profitable, differentiated cloud services using a proven cloud platform. Posted: 16 Aug 2012 \| Published: 31 Jul 2012 TOPICS: Cloud Archive \| Cloud Computing \| Cloud CRM \| Cloud Disaster Recovery \| Cloud Management \| Cloud Security \| Cloud Storage \| CRM \| Hybrid clouds \| Infrastructure as a Service (IaaS) \| Management Service Providers \| Private Cloud \| Private cloud computing \| Public Cloud \| Public cloud computing

Integrative CRM Enhances Midsize Business Agility and Performance sponsored by IBM WHITE PAPER: This paper is designed to help IT and business leaders at midsize companies find innovative ways to extend their customer relationship management (CRM) capabilities to capitalize on emerging trends such as cloud, mobile, social media and predictive analytics. Gain essential insight to get closer to your customers and ensure your company's survival. Posted: 16 Aug 2012 \| Published: 01 Jul 2012 TOPICS: CRM \| CRM Analytics \| CRM Analytics Software \| CRM Best Practices \| CRM Services \| CRM Software \| Customer Data Integration \| Customer Data Management \| Customer Data Management Software \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Data Analytics \| Data Management \| Data Management Software \| Data Mining \| Data Mining Software \| Small Businesses \| SMBs

Governing Customer Experience Across Channels sponsored by KANA EBOOK: Read this expert e-book to uncover why customer experience management (CEM) technology is the key to improving customer satisfaction and learn how to provide a consistent customer experience across all communication channels through a comprehensive CEM strategy. Posted: 15 Aug 2012 \| Published: 01 Aug 2012 TOPICS: CRM \| CRM Best Practices \| Customer Loyalty \| Customer Satisfaction \| Customer Service Best Practices

4 Steps to Transforming Your Customer Relationships Using Mobile sponsored by Appcelerator WHITE PAPER: Mobility has fundamentally changed the business world, particularly customer relationships. It has not only changed consumer expectations, but also provides a chance to drastically improve the customer experience. Read on to learn 4 simple steps to improving your customer's experience with mobility. Posted: 15 Aug 2012 \| Published: 01 Aug 2012 TOPICS: CRM \| CRM Best Practices \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Mobile CRM

Is Your Strategy as Smart as Your Customers? sponsored by IBM WHITE PAPER: In this white paper learn the Smart Commerce strategy developed by IBM, designed around customer needs, aspirations, and behavior. This paper goes in depth on each of the four key components of the strategy, demonstrating the work they've done with some of the top names in sports to deliver the Smarter Commerce experience. Posted: 10 Aug 2012 \| Published: 07 Aug 2012 TOPICS: CRM \| CRM Best Practices \| Customer Loyalty \| Customer Service \| Customer Service Best Practices \| ERP

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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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