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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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Developing the right social CRM strategies for improved customer service
sponsored by IBM
EGUIDE: The following solution spotlight examines the steps business should undertake to ensure the seamless integration of social CRM into existing tools and processes, and discusses the value that organizations can glean from analyzing and nurturing customer feedback from social media channels.
Posted: 24 Nov 2014 | Published: 24 Nov 2014

IBM

A New Measure of Sales Success
sponsored by SearchCRM
EBOOK: New tools and technologies -- lead generation software and geolocation technology -- are changing the ways that companies measure sales analytics and CRM success.
Posted: 21 Nov 2014 | Published: 21 Nov 2014

TOPICS:  CRM | CRM Analytics
SearchCRM

How APIs Displace ESBs and SOA in the Enterprise
sponsored by Apigee
WHITE PAPER: Powering interactions via apps requires a new architecture. Companies today seek to leverage the latest forms of mobile and rich-client engagement to build new experiences. Enterprises must move from delivering web apps as the primary interaction channel to powering interactions across multiple interactive touch points.
Posted: 18 Nov 2014 | Published: 18 Nov 2014

Apigee

Price, Performance and Enterprise Features for Direct-Attached Storage Database Application
sponsored by Dell, Inc. and SanDisk®
PODCAST: Join Dell and SanDisk and go "under the hood" to learn how SanDisk DAS Cache on new Dell PowerEdge Servers can deliver an incredible combination of price, performance and enterprise features for your direct-attached storage database applications.
Posted: 14 Nov 2014 | Premiered: Nov 7, 2014

Dell, Inc. and SanDisk®

Experience a Next-Gen Server Performance Advantage with SanDisk Cache and Dell PowerEdge
sponsored by Dell, Inc. and SanDisk®
TRANSCRIPT: SanDisk DAS Cache is a server-level caching solution for direct attached storage (DAS), which accelerates application performance. Brought to you by Dell, and using next-generation and R920 Dell PowerEdge™ servers, this solution can enable substantial performance increases for workloads such as OLTP, OLAP, HPC, and Business Analytics.
Posted: 14 Nov 2014 | Published: 14 Nov 2014

Dell, Inc. and SanDisk®

Banks Thrive on Customizable, End-to-End Workflows for Improved Customer Experience
sponsored by Hewlett-Packard Limited
WHITE PAPER: Access the following white paper to uncover how end-to-end information workflows can improve virtually every aspect of the customer experience, protect valuable information, streamline operations, and more.
Posted: 14 Nov 2014 | Published: 30 Nov 2012

Hewlett-Packard Limited

Western Union Implements Enterprise Data Hub on its Path to Deliver an Omni-channel Customer Experience
sponsored by Cloudera
CASE STUDY: Find out how an enterprise data hub helped Western Union drive actionable insights to create products and services that customers need.
Posted: 12 Nov 2014 | Published: 31 Dec 2013

Cloudera

How Banks Can Exceed Customer Expectations
sponsored by Hewlett-Packard Limited
WHITE PAPER: Find out how an end-to-end information workflow solution specifically designed for banking can help you exceed customer expectations.
Posted: 11 Nov 2014 | Published: 31 Mar 2014

Hewlett-Packard Limited

How to Fine-Tune Your Contact Center
sponsored by TechTarget
RESOURCE: If your call center has issues keeping up with new technological advancements in communication like social and mobile then it's time for a multi-channel makeover. This e-book delves into how different contact centers have evolved with the times rather than become outdated and how you cane remain competitive in this growing environment.
Posted: 10 Nov 2014 | Published: 18 Mar 2014

TechTarget

Maintaining a Successful Multichannel CRM
sponsored by ComputerWeekly.com
RESOURCE: The age of the isolated call center is over; no longer can we optimize a single channel in isolation. We need to give customers multiple ways to reach us. Is your organisation running a multichannel CRM interface? Take our brief survey on CRM and gain instant access to our expert guide, Customer experience consistency key to successful CRM.
Posted: 10 Nov 2014 | Published: 10 Nov 2014

ComputerWeekly.com

Banks Must Reinvent the Customer Experience to Meet New Demands
sponsored by Hewlett-Packard Limited
WHITE PAPER: Find out how to give your bank a makeover that will accommodate the most recent customer demands.
Posted: 10 Nov 2014 | Published: 31 Mar 2014

Hewlett-Packard Limited

Creating the Omnichannel Customer Experience
sponsored by [24]7
WHITE PAPER: Find out how leveraging big data, predictive analytics and real-time decision making can improve the customer experience in today's world of multi-platform, mobile and social consumers.
Posted: 23 Oct 2014 | Published: 23 Oct 2014

[24]7

Industry Experts Share Their Thoughts on the World of Customer Experience
sponsored by [24]7
WHITE PAPER: Find out what 5 pros have to say about their customer experience journey and find out how you can apply their best practices to your own.
Posted: 22 Oct 2014 | Published: 30 Sep 2014

[24]7

Turn your Contact Center from Cost Center to Revenue Generator
sponsored by IBM
WEBCAST: Uncover best practices for delivering a seamless customer experience across multiple touch-points.
Posted: 21 Oct 2014 | Premiered: Oct 21, 2014

IBM

5 Key Components of Successful B2B Commerce
sponsored by IBM
WHITE PAPER: Uncover the 5 areas a solution must be able to support in order to fuel B2B ecommerce effectiveness.
Posted: 21 Oct 2014 | Published: 31 Jul 2014

IBM

The Business Value of Integrating the Contact Center Within Your Omni-Channel Strategy
sponsored by IBM
WHITE PAPER: Learn how you can benefit from integrating your contact center within your omni-channel strategy.
Posted: 20 Oct 2014 | Published: 31 Mar 2014

IBM

Increase Customer Engagement by Empowering Business Users to Curate Your Web Store
sponsored by IBM
WEBCAST: Uncover tips and best practices for creating a personalized digital experience.
Posted: 20 Oct 2014 | Premiered: Aug 21, 2014

IBM

Optimizing The E-Commerce Experience: Empower Business Users to Delight Customers
sponsored by IBM
WHITE PAPER: Find out how your organization can achieve a better return on marketing investments and develop more engaging digital interactions by empowering line-of-business (LoB) employees to manage digital store content.
Posted: 20 Oct 2014 | Published: 30 Apr 2014

IBM

Omni Channel Product Recommendations – Maximizing Impact & Customer Engagement
sponsored by IBM
WHITE PAPER: Ensure you know all the best practices for omni-channel recommendations.
Posted: 20 Oct 2014 | Published: 28 Feb 2014

IBM

Building Lift and Loyalty with Personalized Product Recommendations
sponsored by IBM
WHITE PAPER: Uncover the key characteristics that merchants need from a product recommendation engine, as well as tips to boost revenue and customer satisfaction.
Posted: 20 Oct 2014 | Published: 31 Jan 2014

IBM

Deliver More Intelligent Chat
sponsored by [24]7
WHITE PAPER: Find out how predictive analytics and real-time modeling can help your business deliver more intelligent chat.
Posted: 17 Oct 2014 | Published: 17 Oct 2014

[24]7

The Content Marketing Challenges – Exposed
sponsored by IBM
WHITE PAPER: Dive deep into the challenges and inefficiencies of today's marketing production cycle, and find out how marketers can take control of the entire content marketing process.
Posted: 16 Oct 2014 | Published: 31 Aug 2014

IBM

Providing the Foundation for an Omni-Channel Customer Experience
sponsored by IBM
WHITE PAPER: Find out how a complete omni-channel commerce solution can help your business develop the seamless experience customers demand.
Posted: 16 Oct 2014 | Published: 31 Jul 2013

IBM

Next-Generation Servers Improve Decision Support and Database Performance
sponsored by Dell, Inc. and Intel®
VIDEO: This video explores a next-generation server approach that was designed with data-intensive applications in mind.
Posted: 14 Oct 2014 | Premiered: 22 Sep 2014

Dell, Inc. and Intel®

Moving Forward with CRM: Key Trends and Technologies
sponsored by IBM
EGUIDE: This expert e-guide uncovers key CRM technologies and trends, and explores the best ways to measure the real value of an investment in social CRM.
Posted: 12 Nov 2014 | Published: 12 Nov 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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