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 20, 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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Social Intelligence Approaches to Support Four Core Customer Scenarios sponsored by Hewlett-Packard Limited WHITE PAPER: This paper outlines some of the best methods for deploying social intelligence to support your CRM strategies. Read this and learn how the right social intelligence can help you win new customers, retain existing customers, reduce the cost of customer management and more. Also, discover specific use cases of social intelligence. Posted: 01 Jun 2012 \| Published: 01 Jun 2012 TOPICS: Business Intelligence \| Business Intelligence Software \| CRM \| CRM Analytics \| CRM Software \| Customer Data Management \| Customer Loyalty \| Customer Retention \| Customer Service \| Social Computing \| Social Networking

Increasing Customer Loyalty: Connected Intelligence & Loyalty sponsored by Hewlett-Packard Limited WEBCAST: Sixty-five percent of revenue at a typical company stems from existing customers. Ensuring your customers are loyal can increase profits anywhere between 25 and 80%. Retaining and enhancing existing customers is the top priority for today's CEOs. Watch this webcast and learn how to craft a strong CRM strategy through social networking. Posted: 01 Jun 2012 \| Premiered: Jun 1, 2012 TOPICS: Business Intelligence \| Business Intelligence Software \| CRM \| Customer Data Integration \| Customer Data Management \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Data Management \| Social Computing \| Social Networking \| Web 2.0

Defining the 21st Century salesperson sponsored by SAP America, Inc. WHITE PAPER: This expert white paper from Forrester Research discusses how the role of the sales person has changed in today's digital world and the four types of salespeople in the 21st century. Posted: 15 May 2012 \| Published: 15 May 2012 TOPICS: B2B \| CRM \| Customer Interaction Services \| Customer Satisfaction \| Customer Service \| Sales \| Sales Force Automation \| Sales Representatives

Guidebook: Oracle Cloud Services sponsored by ComputerWeekly.com ANALYST REPORT: This independent report from analysts, Nucleus Research offers a critical assessment of Oracle’s Cloud Services. Posted: 10 May 2012 \| Published: 10 May 2012 TOPICS: Cloud Computing \| Cloud CRM \| CRM \| CRM Hosting \| Databases \| ERP \| ERP Software \| Oracle (Product) \| PeopleSoft (Product)

Microsoft Convergence 2012 sponsored by ComputerWeekly.com ANALYST REPORT: Nucleus Research assesses Microsoft’s plans to extend and develop the Microsoft Dynamics CRM platform. Posted: 01 May 2012 \| Published: 01 May 2012 TOPICS: Business Intelligence \| Cloud Computing \| CRM \| CRM Software \| Mobile CRM \| SQL Server

The Quest for Killer SIP Apps sponsored by NACR WEBCAST: Learn the benefits SIP can bring to your organization – helping you provide a heterogeneous UC environment to your users, increase enterprise mobility, ensure the delivery of communications applications, and more! Posted: 13 Jun 2012 \| Premiered: May 31, 2012 TOPICS: Application Integration \| Cloud Computing \| CRM \| Instant Messaging \| ISDN \| Mobile Workers \| Remote Users \| SIP \| Smart Phones \| Social Networking \| Tablet PC \| Videoconferences \| VoIP

E-Guide: Implementing a CRM Strategy to improve the customer experience sponsored by SAP America, Inc. EGUIDE: This expert e-guide highlights the need for a unified customer information hub to improve the quality, consistency and availability of customer data by detailing how one cement manufacturer implemented a successful customer experience initiative. Gain insight into the findings of a recent survey of top CRM challenges faced by today's businesses. Posted: 12 Jun 2012 \| Published: 12 Jun 2012 TOPICS: Business Intelligence \| Business Intelligence Software \| CRM \| CRM Analytics \| CRM Best Practices \| CRM Software \| Customer Data Integration \| Customer Data Management \| Customer Loyalty \| Customer Profiles \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Data Analytics \| Data Management \| Hubs \| SAP (Product)

The Future of Unified Communication: What’s in Store? sponsored by Sprint EGUIDE: This expert E-Guide from SearchUnifiedCommunications.com takes a look at the coming decade and what you can expect from the world of communications and collaboration by the year 2020. Posted: 24 May 2012 \| Published: 24 May 2012 TOPICS: Cloud Computing \| Collaboration \| Collaborative Applications Software \| Communications Systems \| CRM \| HTML \| Hybrid clouds \| Mobile Workers \| Private Cloud \| Private cloud computing \| Public Cloud \| Public cloud computing \| RFID \| Unified Messaging

Buy. Smarter. Redefining commerce in the age of the customer sponsored by IBM WHITE PAPER: Access this white paper to discover a smart approach to commerce. In this era of the empowered consumer, customer relationship management is a vital to your enterprises success. Discover a smarter commerce strategy that enables you to reduce, or avoid, the potential for unsatisfied customers. Posted: 18 May 2012 \| Published: 01 May 2012 TOPICS: CRM \| CRM Analytics \| CRM Best Practices \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices

Thumbs Up! Customer Engagement for a New Generation A Benchmark Study of the Impact of Social Media on Customer Service sponsored by DMG Consulting WHITE PAPER: This paper reviews a study of the impact of social media on customer service and how to plan and implement social media for maximum effectiveness within your business. Posted: 16 May 2012 \| Published: 01 Nov 2011 TOPICS: CRM \| CRM Best Practices \| Customer Service \| Social Computing \| Social Networking \| Unstructured Data \| Web 2.0 \| Web Content Management

Customer Experience Exchange E-Zine: Taking a swing at social CRM sponsored by SearchCRM EZINE: This edition of the CEM e-zine examines the role social media can play in your company. Learn how Major League Baseball is capitalizing on this revolution to fill its stands even during the darkest of times of the season, why Pinterest is such a success and how Dell measures it's social media success by tracking 22,000 daily online comments. Posted: 16 May 2012 \| Published: 16 May 2012 TOPICS: CRM \| CRM Best Practices \| CRM Services \| Customer Loyalty \| Customer Retention \| Customer Service \| Customer Service Best Practices \| Data Analytics \| Social Computing \| Social Networking \| Web 2.0

E-Book: Gaining Control of Order Management Processes sponsored by SAP America, Inc. EBOOK: This e-book, packed with four expert articles, highlights SAP's solution to sales order management, offering insight into its CRM, ERP and supply chain management components. Read these insightful articles now to learn about this option's strengths and weaknesses, how to properly define the sales process and so much more. Posted: 27 Apr 2012 \| Published: 25 Apr 2012 TOPICS: CRM \| Data Management \| Data Quality \| ERP \| ERP Software \| Location-Based Services \| Supply Chain Automation \| Supply Chain Collaboration \| Supply Chain Management \| Supply Chain Software \| Supply Chains

IBM WebSphere Cast Iron Cloud integration Integrate Microsoft Dynamics in days sponsored by IBM WHITE PAPER: This brief paper outlines a solution that seamlessly synchronizes your customer relationship management (CRM) and enterprise resource planning (ERP) data to grant you timely access to the information you need to make pivotal and proper business decisions. Posted: 16 Apr 2012 \| Published: 16 Apr 2012 TOPICS: Application Integration \| Business Integration \| CRM \| CRM Analytics \| Data Integration \| Data Management \| Data Migration \| ERP \| ERP Software \| Information Management

The top 10 secrets to using data mining to succeed at CRM: Discover proven strategies and best practices sponsored by IBM WHITE PAPER: This paper offers insight into an option that capitalizes on predictive analytics, enabling your business to target, optimize and automate your customer-centric interactions. Read this now and learn from other successful companies 10 pivotal tips - including careful planning and setting goals - that will help you craft the perfect data mining plan. Posted: 16 Apr 2012 \| Published: 16 Apr 2012 TOPICS: Business Intelligence \| CRM \| CRM Analytics \| CRM Analytics Software \| Data Analytics \| Data Management \| Data Mining \| Predictive Analytics

Become a social business on the cloud: IBM SmartCloud for Social Business collaboration services sponsored by IBM WHITE PAPER: This brief paper outlines a social business cloud solution that provides integrated e-mail, social business capabilities and third-party applications, all delivered through cloud computing. Learn how it offers a security-rich environment that will allow your business to become a social butterfly in addition to reducing costs and complexity. Posted: 16 Apr 2012 \| Published: 16 Apr 2012 TOPICS: Business Intelligence \| Cloud Computing \| Cloud CRM \| Collaboration \| CRM \| CRM Software \| Data Management \| Web 2.0

Smarter Customers, Smarter Commerce: Innovations in the Banking Industry sponsored by IBM WHITE PAPER: Banks today must reassess their business models and focus more on efficiency, data collection and risk management in order to stay competitive. Uncover a unique framework that can help meet your business objectives and allow for better data management in the highly regulated financial industry. Posted: 13 Apr 2012 \| Published: 13 Apr 2012 TOPICS: Banking Industry \| Business Management \| Business Service Management \| CRM \| Customer Service \| Regulatory Compliance \| Risk Management

Work Smarter. Sell Better. Win More. sponsored by SAP America, Inc. WHITE PAPER: Read this paper and learn how SAP Sales OnDemand provides the solution that sales people need to win in today’s environment. Posted: 12 Apr 2012 \| Published: 12 Apr 2012 TOPICS: Accounting Software \| Business Intelligence \| CRM \| CRM Analytics \| CRM Software \| Sales \| Sales and Marketing Software \| Sales Force Automation

Connect with Sage 200 Suite - How Sage 200 helps keeps your finances in check sponsored by Sage Software WHITE PAPER: Read this white paper to learn about a software suite that easily shares business intelligence (BI) and customer relation ship management (CRM) data throughout your business, is designed to grow with you, and is customized to suit your specific needs. Posted: 30 Mar 2012 \| Published: 30 Mar 2012 TOPICS: Business Intelligence \| Business Intelligence Software \| CRM \| CRM Analytics \| Data Analytics \| Data Collection \| ERP \| ERP Software \| Financial Management \| Financial Reporting \| Financial reporting software \| Financial Statements \| Sales Order Management \| Sales Orders

CRM Solutions For The Finance And Insurance Industries sponsored by SAP America, Inc. WHITE PAPER: Read this report to learn how Forrester Research rated 24 CRM solutions in terms of their strengths and weaknesses in supporting four key cross-functional processes in the finance and insurance industry. Posted: 28 Mar 2012 \| Published: 14 Feb 2011 TOPICS: Business Process Management \| CRM \| CRM Best Practices \| CRM Software \| Financial Services Industry \| Insurance Industry \| Mobile CRM \| Software as a Service

Tommy Hilfiger Customer Testimonial Video sponsored by SAP APJ VIDEO: View this brief video to learn how SAP has helped Tommy Hilfiger to mobilize its business processes, including making its entire look book available on the iPad and improving its relations with suppliers in over 40 countries. Posted: 27 Mar 2012 \| Premiered: 27 Mar 2012 TOPICS: Business Process Management \| CRM \| Mobile CRM \| Mobile Device Management \| Mobile Device Management Software \| Mobile Workers \| SAP (Product) \| Supply Chain Management

Building a Clear and Socially Connected Enterprise sponsored by SAP America, Inc. WHITE PAPER: Read this white paper to learn how financial services firms can leverage social channels to better understand changing customer needs and interaction styles, develop products and services that address those changes, and create marketing campaigns that target these customers. Posted: 27 Mar 2012 \| Published: 31 Dec 2010 TOPICS: Banking Industry \| CRM \| CRM Software \| Financial Services Industry \| Mobile CRM \| SAP (Product) \| Social Computing \| Social Networking

Best practices for web experience management sponsored by OpenText EGUIDE: In this expert e-guide, readers will learn best practices for allocating resources for CEM and tips for taking an employee-centric approach to CEM. Posted: 27 Mar 2012 \| Published: 27 Mar 2012 TOPICS: CRM \| CRM Best Practices \| CRM Services \| CRM Software \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service Best Practices

SearchBusinessAnalytics.com Tip Guide: Advanced analytics key component for ‘decision management systems’ sponsored by Sybase, an SAP company EGUIDE: This tip guide offers an explanation from industry expert James Taylor as to why every customer should not be treated the same in today's ever-evolving business environment. Taylor details why decision management systems involving automation are essential to making successful strategic and operational decisions that please your customers. Posted: 23 Mar 2012 \| Published: 23 Mar 2012 TOPICS: Business Intelligence \| CRM \| CRM Best Practices \| Customer Data Management \| Customer Service \| Data Analytics \| Data Management \| Data Quality \| Decision Support Systems \| Information Management

Social channels changing contact center certification sponsored by Salesforce.com EGUIDE: In this expert tip, find out which certification programs are getting overhauled, including those focused on individual call center managers and agents, such as the program from ICMI, and the costs associated with these certifications. Posted: 20 Mar 2012 \| Published: 20 Mar 2012 TOPICS: Call Center Management \| Call Centers \| Certification Programs \| Contact Center Management \| Contact Centers \| CRM \| CRM Best Practices \| Mobile CRM \| Social Networking \| Training

8 contact center best practices sponsored by Salesforce.com EGUIDE: Read this expert e-guide to see what Donna Fluss and Michael Krigsman have to say about how companies can ensure contact centers utilize new social media, video and mobile support to their best advantage. Posted: 20 Mar 2012 \| Published: 20 Mar 2012 TOPICS: Call Center Management \| Call Centers \| Contact Center Management \| Contact Centers \| CRM \| CRM Best Practices \| Customer Service \| Social Networking \| 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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