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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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A Quick Guide to Modernizing Customer Service
sponsored by ServiceNow
WHITE PAPER: 80 percent of businesses believe they deliver a superior customer experience. However, only 8 percent of their customers agree. Download this white paper to explore how to redefine the fundamentals of customer service by bringing together people, workflows, and systems to proactively resolve issues and optimize the service experience.
Posted: 13 Apr 2017 | Published: 13 Apr 2017

ServiceNow

10 Hidden Costs of Quoting with Spreadsheets
sponsored by TechData - Connectwise
WHITE PAPER: This white paper exposes 10 hidden costs of calculating quotes for sales proposals with spreadsheets. Discover how a platform purpose-built for quote automation averts the frustrating, time consuming, and costly tasks associated with tailoring spreadsheets to quoting and empowers your sales teams.
Posted: 13 Apr 2017 | Published: 13 Apr 2017

TechData - Connectwise

Using Chatbots, Live Chat, and Messaging To Interact With Customers
sponsored by [24]7
RESEARCH CONTENT: Gone are the days of just email and phone for connecting with customers. Research reveals that chat — including online chat tools and messaging apps — is now the most popular way for consumers to interact with retailers. In this research report, discover how customer service has changed with the adoption of chat channels.
Posted: 12 Apr 2017 | Published: 12 Apr 2017

[24]7

Enterprise Integration Platform as a Service Vendor Comparison
sponsored by MuleSoft
ANALYST REPORT: Application leaders are being tasked with integrating hybrid application portfolios and providing easy access to the data within those systems. Access this Gartner report to learn about the iPaaS market, where certain vendors stand, and how to evaluate vendors yourself based on what the experts look for.
Posted: 11 Apr 2017 | Published: 30 Mar 2017

MuleSoft

Choosing between the Cloud and on-premises solutions for the contact centre
sponsored by Mitel Networks Limited
WHITE PAPER: The traditional definition of customer service has changed. Communication channels have evolved, and 74% of consumers today use three or more channels when seeking customer care. To adapt, many businesses are enhancing their options. Learn 7 points to consider before moving to a cloud-based contact centre, challenges to look out for, and more.
Posted: 07 Apr 2017 | Published: 07 Apr 2017

Mitel Networks Limited

Delivering a Digital Customer Experience for Today's Mobile Consumer
sponsored by Mitel Networks Limited
WHITE PAPER: Customer experience is a key differentiator in today's ultra-competitive environment. To have a competitive advantage, your company needs to have flexible interaction with your customers. Learn 7 steps for creating a successful digital customer experience.
Posted: 07 Apr 2017 | Published: 07 Apr 2017

Mitel Networks Limited

Workforce Transformation Maturity Assessment for Your Organization
sponsored by Dell EMC - CSG & DT
RESOURCE: Access a free workforce technology assessment tool, powered by Forrester Research, to find out how your company stacks up against others.
Posted: 05 Apr 2017 | Published: 31 Dec 2016

Dell EMC - CSG & DT

Transforming Workforce Technology is the Key to Improving Customer Experience
sponsored by Dell EMC - Workstation
RESEARCH CONTENT: This Forrester Research report explains how employee experience, customer experience, and revenue growth are inextricably linked. Discover ways to leverage employee-facing technologies to improve customer experiences.
Posted: 05 Apr 2017 | Published: 30 Sep 2016

Dell EMC - Workstation

A Business Spotlight on Australia and New Zealand
sponsored by Dell EMC - CSG & DT
RESEARCH CONTENT: Businesses in Australia and New Zealand are focusing largely on improving customer experience. Inside this Forrester report, learn some best practices for workforce transformation in these regions.
Posted: 05 Apr 2017 | Published: 31 Oct 2016

Dell EMC - CSG & DT

Thinking Strategically About ABM
sponsored by TechTarget and Marketo
TRANSCRIPT: Industry leaders TechTarget and Marketo outline the most common challenges of Account-Based Marketing (ABM) strategies and a set of practical practices for 2017.
Posted: 29 Mar 2017 | Published: 29 Mar 2017

TechTarget and Marketo

Webcast: Thinking Strategically About ABM
sponsored by TechTarget and Marketo
WEBCAST: Industry leaders TechTarget and Marketo outline the most common challenges of Account-Based Marketing (ABM) strategies and a set of practical practices for 2017.
Posted: 29 Mar 2017 | Premiered: Mar 29, 2017

TechTarget and Marketo

Creating Personalized Experiences with Real-Time Insights for CEM
sponsored by OpenText
EGUIDE: Creating an engaging and unified multichannel customer experience is a top priority, but many companies find themselves scrambling to adapt. In this expert e-guide, discover how to generate key customer insights in real-time and learn about 4 ways to create personalized experiences.
Posted: 28 Mar 2017 | Published: 21 Mar 2017

OpenText

Project Nightingale: An API-Led Revolution in Retail IT
sponsored by MuleSoft
EBOOK: This e-book presents a hypothetical retail business and follows their journey to meet customer expectations and deliver business agility. Discover how to take a new approach to integration with API-led connectivity and microservices architectures to tackle digital transformation challenges and deliver modern, personalized customer experiences.
Posted: 28 Mar 2017 | Published: 28 Mar 2017

MuleSoft

Predict Customer Behavior With the Power of Big Data
sponsored by [24]7
WHITE PAPER: How do you delve down into data to discern customer behavior patterns and discover what content will provide focused and personalized experiences? Explore how to leverage big data and predictive analytics to turn customer data into critical opportunities in order to enhance decision-making and architect a truly unique, positive customer journey.
Posted: 28 Mar 2017 | Published: 28 Mar 2017

[24]7

Transform Insights, Improve Operational Excellence, and Delight Customers with Extended ECM
sponsored by OpenText
WHITE PAPER: Explore the concept of extended ECM and how it enables you to integrate business content with business apps – including CRM, ERP, supply chain management, and HR management. Discover how to contextualize content management, improve critical customer interactions, and enhance financial decision-making.
Posted: 24 Mar 2017 | Published: 30 Apr 2016

OpenText

Enable Enterprise Content Management for Salesforce
sponsored by OpenText
WHITE PAPER: This paper explores how to derive optimal value from your content by bringing together ECM and your CRM systems. Discover how you can get a fuller, more insightful picture of your customers by powering Salesforce with ECM.
Posted: 24 Mar 2017 | Published: 31 Dec 2016

OpenText

Case Study: CareFirst Breaks Through Process Silos to Improve Customer Experience
sponsored by Salesforce.com
CASE STUDY: Learn how CareFirst, the largest health insurance provider in the US mid-Atlantic region, leveraged the Salesforce Service Cloud in order to decrease interaction times, increase customer satisfaction, and empower their employees.
Posted: 23 Mar 2017 | Published: 23 Mar 2017

Salesforce.com

10 New Rules of the Inbound Contact Center
sponsored by West Corporation
WHITE PAPER: This guide defines a variety of "new rules" for contact centers that take into account the evolving demands of cloud, web, and mobile-enabled customers. Learn how to keep up with the rise of the multichannel, customer-centric model of business and uncover 10 rules for modern contact centers.
Posted: 23 Mar 2017 | Published: 23 Mar 2017

West Corporation

Master the Art of Influencer Marketing
sponsored by Sysomos
EGUIDE: Because of the excess of choices available to consumers today, many rely on already-informed opinions in order to make their choices. These customers, called influencers, hold the key to gaining a following of customers. Learn about how to successfully incorporate influencer marketing in your organization.
Posted: 22 Mar 2017 | Published: 22 Mar 2017

Sysomos

Best Practices for Utilizing Social Insights to Plan and Measure Campaigns
sponsored by Sysomos
EBOOK: A successful social marketing campaign hinges on the reaction of its target audience. Failing to use data from today's social media landscape is a missed opportunity. Discover crucial steps and processes for developing marketing campaigns that have social media data at their core. Plus, learn best practices for utilizing social data.
Posted: 22 Mar 2017 | Published: 22 Mar 2017

Sysomos

Move Over, Account-Based Marketing: Job-Based Marketing is Here
sponsored by OpenText
WHITE PAPER: An account-based marketing (ABM) strategy allows marketers to better target their messaging. But does it fall short in tailoring marketing campaigns down to the level of each shareholder, within the target account? Can job-based marketing (JBM) strategies do what ABM can't? This Aberdeen Group report compares ABM and JBM. Explore both strategies.
Posted: 22 Mar 2017 | Published: 24 Feb 2017

OpenText

Salesforce Health Cloud: Patient Relationships, Not Records
sponsored by Salesforce.com
DATA SHEET: In this brief data sheet, explore a run-down of features and benefits of Salesforce's new Health Cloud.
Posted: 22 Mar 2017 | Published: 22 Mar 2017

Salesforce.com

10 Best Practices You Need To Build and Engage Your Community Through Social Media
sponsored by Sysomos
EBOOK: Engaging in social media isn't an option anymore. So if you're going to do it, you want to do it well. Discover these best practices in social media management and community engagement, so you can put your best foot forward and make connections online—something that adds incredible value to both your audiences and your company.
Posted: 21 Mar 2017 | Published: 21 Mar 2017

Sysomos

Converting The Customer Experience Into Revenue
sponsored by West Corporation
RESEARCH CONTENT: Good customer service means good business. In this research report, learn about the customer experience considerations at each stage of the buying cycle, from the moment consumers first become aware of your organization or a need for your products to generating loyalty to create repeat business.
Posted: 21 Mar 2017 | Published: 21 Mar 2017

West Corporation

5 Ways Every Sales Rep Can Accelerate Success with Analytics
sponsored by Salesforce.com
WHITE PAPER: This Salesforce research report explores what to look for in an analytics tool and how to put real-time, critical insights in hands of not only executives but their employees as well. Discover how to unlock the information within your customer data to ensure better decision-making, identify best practices, and align your CRM and BI.
Posted: 27 Mar 2017 | Published: 31 Dec 2016

Salesforce.com
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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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