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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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Case Study: Performance Bike
sponsored by IBM
WHITE PAPER: This white paper examines how Performance Bicycle, a leading cycling product retailer based in North Carolina, created an interactive, centralized collection of employee knowledge seamlessly linked to its e-commerce site – enabling knowledgeable employees to share expertise with customers and visitors.
Posted: 21 Jan 2015 | Published: 21 Jan 2015

IBM

How Business Rule Automation Helps Insurers Deal with Digital Disruption
sponsored by Progress
WHITE PAPER: The digital industry is creating a business and technology environment characterised by greater customer power and competition; and greater need to build closer customer relationships across multiple channels.
Posted: 21 Jan 2015 | Published: 31 May 2014

Progress

Demonstrating the ROI of IBM’s Exceptional Digital Experience Solutions
sponsored by IBM
WHITE PAPER: This whitepaper examines the results of an IDC study concerning the economic benefits of moving away from a homegrown solution or custom integration of multi-vendor components to a single-platform digital content delivery solution – specifically IBM's integrated Exceptional Digital Experience suite.
Posted: 20 Jan 2015 | Published: 20 Jan 2015

IBM

IBM Named a Leader in 2014 Gartner Magic Quadrant for Horizontal Portals
sponsored by IBM
WHITE PAPER: This report from Gartner takes a look at the horizon portal solution vendors you should be aware of, providing an in-depth breakdown of the pros and cons of each.
Posted: 20 Jan 2015 | Published: 01 Oct 2014

IBM

Manufacturing and the Demanding Customer: Can Mass Customization Meet the Challenge—and Yield Profits?
sponsored by Infor
WHITE PAPER: Access this featured white paper to learn how manufacturers can combine standard lean principles with made-to-order (MTO) tactics to reach this new demand for customized products while still yielding profits
Posted: 20 Jan 2015 | Published: 31 Dec 2014

Infor

How to Manage Your Multichannel Digital Properties for Exceptional Customer Experiences
sponsored by IBM
WHITE PAPER: Access this technical resource to gain a deeper understanding of the management of digital assets.
Posted: 20 Jan 2015 | Published: 20 Jan 2015

IBM

Forrester Market Overview: Digital Customer Experience Delivery Platforms
sponsored by IBM
WHITE PAPER: Access this critical report to gain a comprehensive understanding of the how software vendors tackle the multichannel experience mandate.
Posted: 20 Jan 2015 | Published: 26 Nov 2012

IBM

Using Improved ERP Capabilities for New Levels of Customer Satisfaction
sponsored by Epicor Software Corporation
VIDEO: This video explains how Cylicron, a major manufacturer of industrial printing cylinders, was able to implement a ERP system that enabled unprecedented tracking and analytics capabilities for data tied to every stage of the manufacturing and sales process, allowing new levels of customer interaction and satisfaction.
Posted: 19 Jan 2015 | Premiered: 19 Jan 2015

Epicor Software Corporation

Enhance Customer Engagement and Innovation With the Cloud
sponsored by IBM
WHITE PAPER: Access this white paper to learn how marketers can improve their overall strategy by using the cloud to create relevant customer experiences and accelerate results.
Posted: 19 Jan 2015 | Published: 01 Sep 2014

IBM

How Modern ERP Solutions can help Manufacturers Reshore Production
sponsored by Infor
WHITE PAPER: Read this brief to learn more about modern ERP systems like cloud deployment can play a role in your ability to respond to changing global conditions.
Posted: 19 Jan 2015 | Published: 31 Dec 2014

Infor

Navigating the Digital World to Enhance Communication
sponsored by IBM
TRANSCRIPT: View this informative resource to learn what is reverberating around the marketplace today in terms of the digital world.
Posted: 19 Jan 2015 | Published: 19 Jan 2015

IBM

5 Dreamforce Announcements That Will Shape Service in 2015
sponsored by Salesforce
WHITE PAPER: Does your company have the tools to deliver a connected, personalized customer service experience anytime, anywhere, on any device, and in every product?Access this white paper to find out how one platform steps up to the plate, building on the Salesforce Customer Success Platform to ensure intuitive, powerful features and results.
Posted: 19 Jan 2015 | Published: 19 Jan 2015

Salesforce

Top 10 reasons to Choose Infor CRM
sponsored by Infor
WHITE PAPER: This brief whitepaper shines light on one CRM infrastructure platform, and the 10 benefits your business could enjoy from a system like this. Access now to see what competitive CRM advantages can help your company's growth.
Posted: 16 Jan 2015 | Published: 16 Jan 2015

Infor

How to achieve sales tax accuracy within your CRM system
sponsored by Avalara
WHITE PAPER: This featured resource discusses one platform that ensures correct sales tax calculation, managing taxation from start to finish. By considering taxes from the beginning, see how companies are able to maximize sales and revenue.
Posted: 12 Jan 2015 | Published: 12 Jan 2015

Avalara

Computer Weekly – 13 January 2015: The internet-enabled car of the future
sponsored by ComputerWeekly.com
EZINE: In this week's Computer Weekly, we report from CES in Las Vegas, where car makers gave a glimpse of how the internet of things is going to improve the driving experience. We look at the price wars in the public cloud market and assess what it means for enterprise IT. And we start our buyer's guide on software-defined everything. Read the issue now.
Posted: 09 Jan 2015 | Published: 09 Jan 2015

ComputerWeekly.com

Are Your Everyday Business Activities Creating Tax Risk?
sponsored by Avalara
WHITE PAPER: This white paper discusses how to spot risk and improve compliance in 7 key business functions and explains the benefits of integrating and automating sales tax compliance in your ERP.
Posted: 07 Jan 2015 | Published: 02 Dec 2014

Avalara

Project Based ERP Buyer's Guide
sponsored by FinancialForce
WHITE PAPER: This project-based ERP buyer's guide provides an overview of important trends, business processes and selection criteria to help project-based businesses evaluate and pick the ERP applications that will provide the level of insight, management and control needed to improve productivity and profitability.
Posted: 30 Dec 2014 | Published: 30 Dec 2014

FinancialForce

FinancialForce ERP at Customer Speed
sponsored by FinancialForce
WHITE PAPER: FinancialForce.com is a cloud-based ERP solution built on the Salesforce Platform that promises clients the ability to create a unified, informed voice across the entire organization by collapsing the time and effort out of ERP processes. Read on to learn more about this ERP management approach and what it can do for you.
Posted: 30 Dec 2014 | Published: 30 Dec 2014

FinancialForce

Self-Service Reporting Empowers SterlingBackcheck Teams
sponsored by ThoughtSpot
CASE STUDY: Find out which business intelligence product a background screening company implemented to help scale access to data and facilitate enterprise insights across the organization.
Posted: 17 Dec 2014 | Published: 17 Dec 2014

ThoughtSpot

Cincinnati Zoo Transforms Customer Experience and Boosts Profits
sponsored by Avnet
WHITE PAPER: Find out how business analytics helped the Cincinnati Zoo improve their customer experience.
Posted: 16 Dec 2014 | Published: 31 Mar 2012

Avnet

Business Information: Customer Data Quality Reaches New Highs
sponsored by SearchDataManagement
EZINE: Customer data quality is not something organizations take lightly. Poor-quality contact data will eventually frustrate customers -- and it could make them turn the other way. Don't let poor quality data kill your customer relationships.
Posted: 15 Dec 2014 | Published: 15 Dec 2014

SearchDataManagement

The Big Opportunity for IBM Business Partners in Big Data and Analytics
sponsored by Avnet
WHITE PAPER: Learn how you can be profitable from big data if you implement it efficiently from 3 IT pros.
Posted: 15 Dec 2014 | Published: 30 Jun 2014

Avnet

How Your Company's Actions Impact Customer Behaviors
sponsored by Oracle Corporation UK Ltd
WHITE PAPER: Read the following white paper to learn how to appropriately assess your customers' attitude towards your delivered experience and how to analyze your company's actions to see how they impact the customer.
Posted: 12 Dec 2014 | Published: 12 Dec 2014

Oracle Corporation UK Ltd

Sales in the Cloud: Engage customers, close more deals
sponsored by Oracle Corporation UK Ltd
WHITE PAPER: Access this white paper to find out the perfect recipe for a modern sales strategy, and how process automation and social media can gracefully integrate in the cloud.
Posted: 11 Dec 2014 | Published: 11 Dec 2014

Oracle Corporation UK Ltd

3 Keys to a 5-Star Mobile User Experience
sponsored by Hewlett-Packard Company
RESOURCE: Access this brief resource to find fast facts about the mobile user experience, and find out why the user experience should be at the top of every enterprise's list. View now to discover how your mobile experience may be handicapping your business and damaging your brand presence.
Posted: 15 Dec 2014 | Published: 15 Dec 2014

Hewlett-Packard Company
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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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