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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.
CRMReports
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Case Study: Manufacturing Company Increases Business, Reduces Cost
sponsored by Microsoft India
CASE STUDY: This case study tells the story of how one organization was able to improve lead management and business prospects while reducing the sales cycle with a new CRM solution.
Posted: 18 Jun 2014 | Published: 31 May 2012

Microsoft India

Unified CRM Improves Sales and Business Growth and Increases Revenue
sponsored by Microsoft India
WHITE PAPER: This case study highlights the benefits of a unified CRM solution that improved sales and business growth and increased revenues for one organization.
Posted: 18 Jun 2014 | Published: 31 May 2013

Microsoft India

The Total Economic Impact Of Microsoft Dynamics CRM 2011
sponsored by Microsoft India
WHITE PAPER: This research gives the results of interviews with 9 executives who's organizations have used Microsoft Dynamics CRM 2011, a software built to boost the productivity of customer-facing workers and increase revenue and efficiency.
Posted: 17 Jun 2014 | Published: 31 May 2011

Microsoft India

Case Study: A CRM Solution Improves Collaboration, Services and Revenue
sponsored by Microsoft India
WHITE PAPER: This case study tells the story of how one organization overcame sales and customer service challenges by deploying a new CRM solution that improved collaboration between sales and marketing, enhanced customer service, and increased revenue, productivity and efficiency.
Posted: 17 Jun 2014 | Published: 31 May 2013

Microsoft India

Retailers Must Adopt a Mobile Strategy to Remain Competitive
sponsored by Toshiba
WHITE PAPER: Find out how to achieve a well-oiled mobile strategy that gives you the ability to engage with your customers, while enhancing their shopping experience.
Posted: 17 Jun 2014 | Published: 17 Jun 2014

Toshiba

How to Create a Customer Service Process that Enhances Your Bottom Line
sponsored by Salesforce
EBOOK: Uncover the reality of customer behavior to enhance your revenue and increase your customer satisfaction in this e-book.
Posted: 16 Jun 2014 | Published: 16 Jun 2014

Salesforce

Differentiate your CRM with Cloud-based Customer Service
sponsored by Salesforce
WHITE PAPER: In this booklet, we'll show you what the #1 customer service application, Service Cloud, looks like and how to use the features.
Posted: 16 Jun 2014 | Published: 16 Jun 2014

Salesforce

20 Customer Service Practices
sponsored by Salesforce
EBOOK: We surveyed feedback from our customers, product experts and thought leaders to come up with 20 best practices for outstanding customer service. Now we're going to share them with you.
Posted: 16 Jun 2014 | Published: 16 Jun 2014

Salesforce

Hexaware Technologies - IT Services Firm Tackles Global CRM Project, Succeeds with Expert Developer Support
sponsored by Microsoft India
CASE STUDY: This case study explains how one organization was able to ensure the proper development and implementation of their global CRM solution based on Microsoft Dynamics CRM by leveraging expert developer support.
Posted: 16 Jun 2014 | Published: 29 Oct 2010

Microsoft India

Godrej & Boyce - New CRM Solution Empowers Employees, Improves Efficiency and Revenues
sponsored by Microsoft India
WHITE PAPER: This case study tells how one manufacturing company was able to automate and shorten the sales cycle and improve both efficiency and customer loyalty with Microsoft Dynamics CRM 2011 software.
Posted: 16 Jun 2014 | Published: 30 Aug 2013

Microsoft India

Successful Customer Experience Calls for Customer Insight
sponsored by Sitecore
WHITE PAPER: Find out how learning more about what your customers want can boost your customer loyalty rates.
Posted: 12 Jun 2014 | Published: 30 Apr 2014

Sitecore

6 Secrets to Offering Exceptional Customer Service
sponsored by Salesforce
WHITE PAPER: There is always room for improvement in serving your customers.  In a poll, only 7% of customer experiences exceeded their expectations.  In this eBook, we'll show how your customers, employees and brand can come together to earn a "customer for life." Download now.
Posted: 12 Jun 2014 | Published: 12 Jun 2014

Salesforce

Strategies for Integrating CRM and Cloud ERP
sponsored by SearchCRM
EBOOK: In this e-guide, Maxcer and other industry experts examine how companies can prepare for cloud integration, and provide a useful step-by-step guide on how to integrate ERP.
Posted: 06 Jun 2014 | Published: 06 Jun 2014

SearchCRM

Mind the Gap! Embracing Enterprise Mobility Management
sponsored by Code42
WEBCAST: This whitepaper exploress specific mobile challenges, such as implementation of MDM and MAM for thousands of users, and shares his real-world perspective.
Posted: 06 Jun 2014 | Premiered: Sep 12, 2013

Code42

Self-Service Performance Analytics Creates Greater Customer Engagement
sponsored by Genesys
WHITE PAPER: This white paper illustrates how to leverage analytics and business intelligence (BI) to gauge channel success and the performance of self-service options in the contact center. Discover how BI analytics embedded into IVR enables you to improve customer experiences, eliminate frustrations, and optimize your interaction processes.
Posted: 05 Jun 2014 | Published: 05 Jun 2014

Genesys

Preserve Customer Experience Consistency and Loyalty in a Multi-Sourced Contact Center
sponsored by Genesys
WHITE PAPER: Many organizations are taking a multi-sourcing approach to contact center services, but it doesn't come without its risks -- what should you look out for? Find out in this white paper, and learn how you can avoid the perils of lackluster service and disappointing cost savings with a common hosted contact center platform.
Posted: 05 Jun 2014 | Published: 05 Jun 2014

Genesys

IT's New World: Understanding Today's Empowered Employee
sponsored by Code42
WEBCAST: IT pros grappling with IT consumerization and BYOD will want to join sought-after speaker and author Phil Simon as he kicks off our educational series in this one-hour video.
Posted: 05 Jun 2014 | Premiered: Jul 19, 2013

Code42

Home-Shopping Network Gets Closer to Customers with Real-Time Insights
sponsored by SAP
CASE STUDY: Find out how in-memory computing and predictive analytics tools have helped one home-shopping network offer a personalized experience and solve costly issues in real-time.
Posted: 05 Jun 2014 | Published: 31 Jan 2014

SAP

A Quick-Start Guide to Deploy an SMS Strategy for Business
sponsored by StrikeIron
WHITE PAPER: SMS is emerging as one of the most effective means of communication -- short, digestible messages sent rapidly to the right users. In this white paper, you'll find a 4-step guide to deploying an SMS strategy for customer relationship management (CRM) and marketing.
Posted: 05 Jun 2014 | Published: 05 Jun 2014

StrikeIron

Automating Customer Contact Centers to Gain Agility and Analytic Insights
sponsored by Genesys
WHITE PAPER: This informative white paper explores the components, advantages, and use cases for a virtual contact center. It also includes a checklist of 9 must-have virtual contact center features, so you know what to look for when evaluating a technology.
Posted: 04 Jun 2014 | Published: 04 Jun 2014

Genesys

Real-Time Insights to Forge Deeper Relationships with Your Customers
sponsored by SAP
WHITE PAPER: Uncover the key features of the SAP Customer Engagement Intelligence application, so you can form valuable relationships with your customers.
Posted: 04 Jun 2014 | Published: 04 Jun 2014

SAP

Performance Improvement In The Contact Centre
sponsored by Cisco
WHITE PAPER: Find out how you can improve customer satisfaction, become more competitive and reduce the cost of acquiring and retaining loyal customers by investing more money in contact center technologies.
Posted: 17 Jun 2014 | Published: 31 Dec 2013

Cisco

How-To Guide: Top Ways to Optimize Your Contact Center Investment
sponsored by Cisco
WHITE PAPER: Find out what you need to know to ensure your contact center runs to the best of its ability.
Posted: 16 Jun 2014 | Published: 31 Dec 2013

Cisco

The Business Value of IBM's Exceptional Digital Experience Solutions
sponsored by IBM
WHITE PAPER: Get the results of an IDC study conducted on behalf of IBM assessing the impact of migrating from a homegrown digital experience platform to IBM's integrated Exceptional Digital Experience suites.
Posted: 05 Jun 2014 | Published: 30 Nov 2013

IBM

Making Connections with a Social Business Expert
sponsored by IBM
PRESENTATION: Learn how IBM Connections can help your organization improve its social business strategy by adding capabilities end users are familiar with into everyday processes.
Posted: 05 Jun 2014 | Published: 06 May 2014

IBM
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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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