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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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Top 5 Salesforce Integration Patterns and Best Practices
sponsored by MuleSoft
WHITE PAPER: This white paper explores how to leverage an integration platform to seamlessly incorporate your deployment of Salesforce. Uncover the 5 most common integration patterns, including data migration, aggregation, bi-directional synchronization, and 2 more.
Posted: 09 Feb 2017 | Published: 31 Dec 2014

MuleSoft

The Emergence of the Next-Generation Informal Call Center
sponsored by AVST
WHITE PAPER: In this white paper, you'll learn more about the rise of the informal call center, its use cases, and how to determine if you might actually have one of your own that needs to adopt a call center tech strategy.
Posted: 09 Feb 2017 | Published: 09 Feb 2017

AVST

The 'Connected' Associate: Technology Empowers Your Workforce And Fast-Tracks Your Omnichannel Sales
sponsored by SOTI Inc.
WHITE PAPER: When looking towards the future of retail, enabling IoT connectivity should be on the top of your list. Learn how your retail business can improve customer experience with employees empowered by IoT, otherwise known as "connected associates."
Posted: 31 Jan 2017 | Published: 31 Jan 2017

SOTI Inc.

Luisa Via Roma Pairs Data and Design in Style with Analytics and APM
sponsored by New Relic
CASE STUDY: Explore how Luisa Via Roma, an Italian design house, leveraged a software analytics cloud platform to generate key insights into how their diverse array of customers interacted with their website. Discover how they improved the customer experience as well as how they achieved continuous delivery, improved frontend performance monitoring, and more.
Posted: 27 Jan 2017 | Published: 04 Aug 2016

New Relic

6 Ways Your EMR Is Coming Up Short and How CRM Can Help
sponsored by Microsoft
RESOURCE: Electronic medical records (EMRs) are great for documentation, but in a value-based care model, that's not enough. Access this infographic to learn 6 ways that customer relationship management (CRM) software is able to engage patients where EMRs don't deliver.
Posted: 27 Jan 2017 | Published: 30 Dec 2016

Microsoft

Discover the Secrets to Providing Excellent Customer Service
sponsored by ServiceNow
WHITE PAPER: In a recent survey, 95% of customer service leaders identified connectingservice processes as their top goal – and also as their biggest challenge. In this infographic, learn what other challenges are plaguing your customer service peers, and discover 3 strategies for modernizing your customer service.
Posted: 27 Jan 2017 | Published: 01 May 2016

ServiceNow

Microsoft Dynamics CRM: A Look at New Features and Uses
sponsored by Microsoft
EGUIDE: This e-guide explores 3 of the most prevalent features Microsoft Dynamics CRM has rolled out and how they will affect industries that rely on these technologies. We'll also use the healthcare industry as an example of how one feature, document generation, ties into CRM and what that means for healthcare professionals.
Posted: 26 Jan 2017 | Published: 24 Jan 2017

Microsoft

How You Can Deliver Proactive Customer Service
sponsored by ServiceNow
WEBCAST: In this webcast, Mary Wardley, Vice President of Enterprise Applications and CRM Software at IDC, discusses the future of customer service and what you can do to strengthen existing customer service, including how to be proactive and deliver quality experiences, technologies that can be used to enhance the customer experience, and much more.
Posted: 26 Jan 2017 | Premiered: Dec 6, 2016, 01:05 EST (06:05 GMT)

ServiceNow

How To Overcome Customer Service Challenges With CRM
sponsored by ServiceNow
WEBCAST: Many organizations suffer from consumer pain points such as shipping costs and delivery, lackluster service delivery, or market complexity. Luckily, the evolution of CRM can help you work through these challenges. In this webcast, discover how to get the most out of your CRM systems and processes.
Posted: 26 Jan 2017 | Premiered: Dec 14, 2016

ServiceNow

Deliver Better Digital Customer Experiences with Software Analytics
sponsored by New Relic
EBOOK: To drive down into the digital customer experience, explore the use of an analytics platform that delivers end-to-end visibility into the performance of your website and apps, and the experiences they deliver. Discover how to approach customer experience management like a team sport and uncover a 4 step method for improving customer experiences.
Posted: 25 Jan 2017 | Published: 31 Oct 2016

New Relic

10 Trends Impacting Your Contact Center & How to Profit From Them
sponsored by Mitel Networks Limited
WHITE PAPER: Engaged consumers buy 90% more frequently and spend 60% more per transaction. Your ability to create the best customer experience determines how your customers view your business – and how much you profit. Discover the top 10 trends impacting your customer experience, and how you can turn them into loyalty-building profitable opportunities.
Posted: 24 Jan 2017 | Published: 24 Jan 2017

Mitel Networks Limited

Contact center software features help fulfill the customer's journey
sponsored by SearchCRM
EBOOK: From cutting costs to guaranteeing a better customer service experience, contact center infrastructure updates can make a huge difference.
Posted: 19 Jan 2017 | Published: 19 Jan 2017

SearchCRM

Profiting from CRM Deployments in the Cloud
sponsored by Microsoft
RESOURCE: Combining CRM and ERP cloud tools into a single strategy offers a level of visibility that is necessary to today's decision-making. Learn how you can help your clients make ordering, selling, invoicing and reporting processes easier and faster by leveraging streamlined business management software.
Posted: 16 Jan 2017 | Published: 16 Jan 2017

Microsoft

5 Capabilities to Look For in a Customer Experience Platform
sponsored by Genesys
EBOOK: In this e-book, learn 5 key features that you need in your next customer experience platform. Discover the benefits of a single platform for distribution and optimization, SLA adherence across all engagement channels, flexibility for cloud, on-premises or hybrid environments, and more.
Posted: 13 Jan 2017 | Published: 13 Jan 2017

Genesys

CW ANZ January 2017: The role of cognitive computing in data analytics
sponsored by ComputerWeekly.com
EZINE: This month's CW ANZ takes a look at how cognitive computing applications present new business challenges to enterprises.
Posted: 13 Jan 2017 | Published: 13 Jan 2017

ComputerWeekly.com

Microsoft Dynamics 365 for Financials Partner FAQ
sponsored by Microsoft
WHITE PAPER: Explore FAQs of Microsoft Dynamics 365. Find answers to commonly asked questions surrounding who the technology is really designed for, capabilities of the product, pricing and licensing, and partnership programs.
Posted: 13 Jan 2017 | Published: 01 Nov 2016

Microsoft

Economic Benefits of Migrating from On-Premises to Microsoft Office 365
sponsored by Microsoft
RESOURCE: Over a 3-year period, Forrester interviewed 35 healthcare organizations that realized over $7.5 million in risk-adjusted benefits by moving their on-premise Microsoft Office solution to Microsoft Office 365. Access this infographic for results from Forrester's survey in numbers.
Posted: 12 Jan 2017 | Published: 12 Jan 2017

Microsoft

6 Ways Your EMR is Coming up Short and How a CRM Solution Can Help
sponsored by Microsoft
RESOURCE: Access this infographic to uncover 6 steps to use your CRM tools to boost your EMR system and positively impact the patient and provider experience.
Posted: 12 Jan 2017 | Published: 12 Jan 2017

Microsoft

CRM and the Future of Healthcare Engagement
sponsored by Microsoft
EBOOK: While CRM started as a tool for salespeople, CRM tools now play a vital role in healthcare as well. To understand the future of CRM in healthcare, it's important to understand how CRM solutions are being applied. Explore 5 common uses of CRM in healthcare, 4 ways analytics can serve healthcare and business purposes, and more.
Posted: 10 Jan 2017 | Published: 10 Jan 2017

Microsoft

Empowering Health
sponsored by Microsoft
EBOOK: Access this e-book to learn about 4 key health IT areas that support the evolution of healthcare, as well as how 5 health organizations are modernizing with cloud-first, mobile-first solutions.
Posted: 10 Jan 2017 | Published: 10 Jan 2017

Microsoft

The State of Customer Success
sponsored by LogMeIn Rescue
WHITE PAPER: Customer success is spreading rapidly across the tech industry. No one has been able to perfect it yet, but many have taken the right first steps. Access this white paper to learn about top industry trends affecting customer success, top challenges and capabilities, and more.
Posted: 09 Jan 2017 | Published: 12 Apr 2016

LogMeIn Rescue

What's Trending in Retail and Mobile Technology
sponsored by SOTI Inc.
EBOOK: 84% of shoppers surveyed want to see more location-based technology. Access this e-book to learn how in-store mobile technology is shaping the future of retail. Discover the role the Internet of Things will play in future retail and what this means for e-commerce.
Posted: 05 Jan 2017 | Published: 30 Dec 2016

SOTI Inc.

Build Better Mobile Apps Faster
sponsored by Oracle Corporation UK Ltd
WEBCAST: Mobile developers are going to see an increase in options and complexity in the coming years. This webcast explores the depths of 5 universal mobile needs and explains how developers will need to approach the future of mobility.
Posted: 30 Dec 2016 | Premiered: Sep 30, 2016

Oracle Corporation UK Ltd

How CRM and ERP Clouds are Coming Together
sponsored by Microsoft
EGUIDE: CRM is the answer to some of ERP's pitfalls, but it takes a lot of work to keep them synced. What if you didn't have to waste time syncing separate clouds? Access this e-guide to learn how Microsoft is merging CRM and ERP into a single cloud offering and an example of what this means for future use in the healthcare industry.
Posted: 01 Feb 2017 | Published: 24 Jan 2017

Microsoft

5 Must-Have Features in a Marketing Automation Platform
sponsored by Marketo
EGUIDE: Read this comprehensive list of features you should look for before choosing a marketing automation platform. See this breakdown of five key automation areas, with specific clusters of features outlined.
Posted: 29 Dec 2016 | Published: 23 Dec 2016

Marketo
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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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