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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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Reaching New Heights In Omnichannel Customer Service
sponsored by BoldChat - LogMeIn
EGUIDE: Today's customer service professionals need to be able to reach out on whatever platform the customer feels the most comfortable with. In this expert e-guide, discover some tips on how to manage successful omnichannel customer service, as well as strategies for employing data monitoring to handle potential problems directly.
Posted: 14 Dec 2016 | Published: 14 Dec 2016

BoldChat - LogMeIn

7 Steps for Delivering Next-Generation Digital Customer Service
sponsored by Genesys
WHITE PAPER: Explore 7 steps to meet your customers' needs by designing a cross-channel CRM experience that is personalized, context-based, and low effort. Learn the benefits of designing a consistent experience, personalizing that experience with contextual information, employing behavioral analytics, and more.
Posted: 09 Dec 2016 | Published: 09 Dec 2016

Genesys

Transforming Customer Experience In The Digital World
sponsored by Genesys
WHITE PAPER: Today, less than 50% of customers are satisfied when switching channels. Learn how to optimize the digital experience in the contact center with a consistent experience for customers.
Posted: 09 Dec 2016 | Published: 09 Dec 2016

Genesys

Provide Top Customer Experiences with Faster Customer Care
sponsored by Zendesk
WHITE PAPER: Constellation Research has compiled extensive research and in-depth interviews of businesses that have implemented agile customer care strategies. Discover what analysts have revealed to work for real organizations.
Posted: 07 Dec 2016 | Published: 07 Dec 2016

Zendesk

Macy's Directs Millennial Traffic with API-led Mobile Development
sponsored by TIBCO Software Inc.
CASE STUDY: This case study examines how iconic retailer Macy's optimized their mobile app to improve their customer experience. Find out how they increased market share and awareness by creating targeted mobile features for the millennial demographic with an API-led strategy.
Posted: 05 Dec 2016 | Published: 14 Sep 2016

TIBCO Software Inc.

Building a Digital Sales Team to Boost Productivity, Generate Revenue
sponsored by Oracle Corporation UK Ltd
WHITE PAPER: Gartner predicts that by 2018 mobile sales productivity tools will help sales reps cut data entry time in half. Access this white paper to learn the advantages of sales apps, how analytics-driven insights can help salespeople, how Global Drinks Partnership grew revenue by 31% in one year, and more.
Posted: 05 Dec 2016 | Published: 05 Dec 2016

Oracle Corporation UK Ltd

API and Traffic Management: How Bazaarvoice Drove Brand Engagement
sponsored by TIBCO Software Inc.
CASE STUDY: Explore the API-led approach Bazaarvoice implemented, leveraging client side Javascript and mobile apps. Discover how this API grew richer and expanded, leading them to rely on an API management platform to unlock increased scalability, improve customer relationships, create new opportunities for innovation, and more.
Posted: 05 Dec 2016 | Published: 10 Aug 2016

TIBCO Software Inc.

APIs and Mobile: Creating an Integrated Physical-Digital Consumer Experience
sponsored by TIBCO Software Inc.
WHITE PAPER: Learn how retailers are leveraging APIs to improve mobile strategies and enhance consumer engagement. Discover how APIs make your digital assets consumable in any sort of app across a variety of platforms, allowing you to improve customer experiences without sacrificing security for sensitive data.
Posted: 02 Dec 2016 | Published: 03 Oct 2016

TIBCO Software Inc.

Focus: ERP in the cloud
sponsored by ComputerWeekly.com
EGUIDE: In this guide we reflect on 50 years of business software followed by a look to the future as we explore the evolution from on-premise to cloud systems; analysing Oracle's claim for Infrastructure as a Service (IaaS) business to the proliferation of cloud integrations.
Posted: 01 Dec 2016 | Published: 02 Dec 2016

ComputerWeekly.com

Redefine the Partner Experience With New PRM Technology
sponsored by Webinfinity
WHITE PAPER: Learn to change how you think about partner relationship management (PRM) and start focusing on improving digital experiences across a diverse group of systems and content sources. Inside, discover the big problems facing current PRM programs, and 5 key benefits of new PRM technology.
Posted: 29 Nov 2016 | Published: 29 Nov 2016

Webinfinity

Ten Steps to Reap the Rewards of Chat Support
sponsored by Bomgar Corp.
RESOURCE: Chat is proven to be customer and budget friendly, so why are organizations waiting to pull the trigger? Access this infographic to explore the 10 steps to reaping the full benefits of chat support. Learn how to handle implementation problems to launch and gain value from your chat support channel.
Posted: 28 Nov 2016 | Published: 28 Nov 2016

Bomgar Corp.

Best Practices for Leveraging Online Meeting Technology
sponsored by Cisco Systems, Inc.
WHITE PAPER: With the overwhelming amount of content bombarding everyone daily, you need a way to break through the clutter. This best practices guide looks at three meeting formats that smash through the noise and can help your business find more and better quality leads.
Posted: 28 Nov 2016 | Published: 30 Sep 2016

Cisco Systems, Inc.

Effective Mobile Customer Engagement Report 2016
sponsored by BoldChat - LogMeIn
WHITE PAPER: 85% of consumers are unlikely to do repeat business with a brand following a bad mobile experience. Access this report to learn why you need to treat your mobile experience as more than an extension of your current customer engagement strategy and how to effectively manage your mobile engagement.
Posted: 21 Nov 2016 | Published: 21 Nov 2016

BoldChat - LogMeIn

Accenture and Salesforce
sponsored by Accenture
WHITE PAPER: Learn to provide non-stop performance to your customers by enhancing your relationship management software. Specifically, how to improve an implementation of Salesforce by customizing your deployment.
Posted: 18 Nov 2016 | Published: 31 Dec 2015

TOPICS:  CRM | Sales
Accenture

5 Ways To Improve Your Customer Experience This Holiday Season
sponsored by BoldChat - LogMeIn
EBOOK: Online shoppers have high expectations, and 82% of consumers have stopped doing business with a brand after just one bad experience. Access this e-book to gain 5 tips on bolstering your customer engagement strategy during this year's holiday season.
Posted: 17 Nov 2016 | Published: 17 Nov 2016

BoldChat - LogMeIn

How A Good Sales Strategy Can Convert Prospects Into Customers
sponsored by Oracle Corporation UK Ltd
EGUIDE: Sales now rely on metrics and data analytics to identify top prospects. Rethinking your sales and marketing is critical to developing a workable cloud strategy. In this guide, compare how 2 companies use different sales technologies to gain a competitive edge. Plus, learn how to transform your sales and marketing strategy for improved results.
Posted: 16 Nov 2016 | Published: 11 Nov 2016

Oracle Corporation UK Ltd

Delivering Analytically Injected Digital Personalization for Online and Offline Data
sponsored by SAS
WHITE PAPER: This white paper outlines SAS solutions and architectural considerations for providing web content personalization. Learn how you can collect clickstream data in the cloud to better analyze customer browsing behavior for more targeted personalization.
Posted: 15 Nov 2016 | Published: 15 Nov 2016

SAS

Sales Performance Management: Vendor Comparison
sponsored by Oracle Corporation UK Ltd
RESOURCE: The SPM market saw a 10% growth in 2015 and is expected to continue in this trend. Software spending alone is expected to grow from $715 million to $1.54 billion in 2019. This expert vendor comparison takes an in-depth look at the SPM market, current trends, and provides analysis and comparison of the top 13 SPM vendors.
Posted: 15 Nov 2016 | Published: 21 Jan 2016

Oracle Corporation UK Ltd

Enhanced Client Onboarding for Wealth Management
sponsored by Accenture
WHITE PAPER: This paper examines an accelerator for wealth management and Salesforce Financial Services Cloud, exploring how these technologies can help your company succeed in the face of digital disruption. Discover how these tools can boost CRM management, collaboration, analytics, and client onboarding.
Posted: 15 Nov 2016 | Published: 15 Nov 2016

Accenture

CRM Trends 2016: ASEAN
sponsored by ComputerWeekly.com
EGUIDE: There's no doubt the future of customer relationship management (CRM) lies in the cloud. This e-guide takes you inside some the organisations in South-East Asia and the rest of APAC who are turning to the cloud to improve their customer service and engagement.
Posted: 14 Nov 2016 | Published: 15 Nov 2016

ComputerWeekly.com

Cloud-based CRM's Market and Capabilities
sponsored by Oracle Corporation UK Ltd
EGUIDE: Customer relationship management (CRM) is one of the most important technologies to invest in during your digital transformation. Read on to learn about the nature of the cloud-based CRM market, how CRM helps knowledge management, and more.
Posted: 11 Nov 2016 | Published: 09 Nov 2016

Oracle Corporation UK Ltd

How CPQ Software Can Empower Your Sales Team
sponsored by Oracle Corporation UK Ltd
WHITE PAPER: Two-thirds of a sales rep's time is spent performing administrative tasks. The amount of time this takes is hurting their chances to make sales. Configure, price, and quote (CPQ) software exists to automate these tasks. Access this white paper to learn more about the capabilities CPQ has to offer your sales team.
Posted: 10 Nov 2016 | Published: 10 Nov 2016

Oracle Corporation UK Ltd

How CPQ Software Can Help You Construct a Smarter Sales Organization
sponsored by Oracle Corporation UK Ltd
WHITE PAPER: Your sales team may have the right tools, but if they're missing a fixative--something to hold everything together--they'll never be truly efficient. Access this white paper to explore the 5 core mechanics of configure, price and quote (CPQ) software that can empower your sales team, drive efficiency, and more.
Posted: 10 Nov 2016 | Published: 31 Dec 2015

Oracle Corporation UK Ltd

WCM's New Role: Targeted Customer Experience
sponsored by Sitecore
EGUIDE: Integrating CRM with revamped WCM strategy is pushing WCM into a more prominent role as companies aim for highly personalized and targeted customer experiences. Learn about its evolving role, how many of your peers are planning to invest in WCM initiatives, and how WCM meets CRM.
Posted: 09 Dec 2016 | Published: 07 Dec 2016

Sitecore

Search-Driven BI for a Customer-Centric Business World
sponsored by CA Technologies
EGUIDE: In this expert e-guide, we explore how to tackle the challenges of implementing self-service and leveraging big data for advanced analytics. Inside, learn about a search-driven BI approach that enables faster, more data-driven decision-making with smart, highly automated and easy-to-use analytics tools.
Posted: 28 Nov 2016 | Published: 21 Nov 2016

CA Technologies
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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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