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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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Digital Commerce: 21-Vendor Comparison
sponsored by Salesforce
RESEARCH CONTENT: The number of digital commerce platform vendors continues to grow, adding to the complexity of vendor evaluations. This research report by Gartner evaluates 21 providers of digital commerce platforms to assist application leaders supporting digital commerce.
Posted: 15 May 2017 | Published: 24 Apr 2016

Salesforce

B2C Commercial Suite 13-Vendor Analysis and Comparison
sponsored by Salesforce
RESEARCH CONTENT: Inside this Forrester Research Report, discover the 13 most significant B2C vendors. See how they've been scored, and how each measures up to help e-commerce and channel strategy professionals make the right choice.
Posted: 12 May 2017 | Published: 21 Mar 2017

Salesforce

Digital Marketing Hubs: Vendor Comparison Report
sponsored by Cxense
RESEARCH CONTENT: Vendors from advertising, marketing automation, and analytics are racing to deliver personalized digital marketing at scale. Marketing leaders need a system that can integrate & coordinate data across channels. In this Gartner Research report, learn how to evaluate 22 marketing tools designed to automate and execute your initiatives.
Posted: 08 May 2017 | Published: 14 Feb 2015

Cxense

Why Your Business Needs a Personalization Strategy
sponsored by Cxense
WHITE PAPER: Return customers are an asset for your company, providing quality, actionable data for you and your marketing department. Learn more about how you can leverage web personalization in your web apps and website design to provide an enticing customer experience that will keep your customers coming back.
Posted: 05 May 2017 | Published: 05 May 2017

Cxense

Be a Marketing Hero
sponsored by Cxense
WHITE PAPER: If you don't provide a personalized experience, somebody else will – and that's where your customers will keep going back to. Learn more about how you can leverage web app and website personalization in your own company and start keeping your customers.
Posted: 05 May 2017 | Published: 05 May 2017

Cxense

How to Create Compelling CX with Online Personalization
sponsored by Cxense
WHITE PAPER: In an environment where 62% of customers prefer to receive offers and promotions based on previous experiences, learn how to influence purchasing decisions for your demanding audience.
Posted: 04 May 2017 | Published: 04 May 2017

Cxense

How to Increase Your Conversion Rates with Website and App Personalization
sponsored by Cxense
WHITE PAPER: Today, e-commerce retailers need to address the immediate feelings and goals of their followers. Learn how fusing real time data with conventional data from CRM tools set off personalization algorithms to deliver better one-to-one experiences.
Posted: 04 May 2017 | Published: 04 May 2017

Cxense

15 Steps (And More) to Improve the Customer Experience
sponsored by Zendesk
EGUIDE: Customers – they're the lifeblood for many organizations. Which is why keeping up customer experience with the right CRM tools is a necessity. In this expert e-guide, learn 15 steps to improve the customer experience and how to use social CRM tools to your advantage.
Posted: 03 May 2017 | Published: 28 Apr 2017

Zendesk

Improve The Customer Experience Through New Technology, Better Insights
sponsored by Zendesk
EGUIDE: In the age of the customer, the term customer experience is highly charged and constantly changing. What adds to this is the new technology being used in contact centers to improve the customer experience. In this e-guide, learn how artificial intelligence, chatbots, and better data insights are used to improve CX and increase customer loyalty.
Posted: 03 May 2017 | Published: 28 Apr 2017

Zendesk

Technologies, Strategies & Best Practices for Today's CEM
sponsored by TechTarget
RESOURCE: Customer experience management is a growing part of customer relationship management, fueled by new technologies and social media. Access our e-guide, CEM Best Practices: Optimize Customer Relations & Increase Profit for advice on best practices and strategies to optimize your CEM so you can keep up with your consumers.
Posted: 03 May 2017 | Published: 30 Nov 2015

TechTarget

Salesforce vs. Microsoft Dynamics: Your expert guide to buying, managing and running a CRM system
sponsored by TechTarget
RESOURCE: The CRM software market has exploded due to the demand for a more dynamic way to work with customers. Access your expert guide to buying, managing and running a CRM system with a comparison of Salesforce and Microsoft Dynamics, by participating in our CEM and CRM Research Program today.
Posted: 03 May 2017 | Published: 03 Nov 2015

TechTarget

How to get a 360-degree view of your customers
sponsored by TechTarget
RESOURCE: Many companies still struggle with siloed customer information that's outdated, poorly managed or poorly integrated with other systems. Learn about data integration capabilities, legacy systems and data quality initiatives to help you get the big picture of your customers in our expert guide, CEM handbook: The 360 degree view.
Posted: 03 May 2017 | Published: 03 Nov 2015

TechTarget

A New Measure of Sales Success
sponsored by TechTarget
RESOURCE: Companies today seek to learn all they can about their customers—their preferences, their buying patterns. New technology can help, but such sought-after insight won't come easy. In our guide—A New Measure of Sales Success—our experts provide insight on new sales tools, geolocation technology, and data modeling.
Posted: 03 May 2017 | Published: 18 Mar 2014

TechTarget

Digital Signage Displays: LCD, Direct View LED, and OLED Explained
sponsored by TechData - LG
EBOOK: Find out how digital signage can be a strong marketing differentiator, and learn about your different options for displays, including advanced OLED, LCD/LED, and more.
Posted: 28 Apr 2017 | Published: 31 Dec 2016

TechData - LG

Technology Trends in Customer Support Centers
sponsored by Zendesk
WHITE PAPER: In a recent Gatehouse Research survey, 54% of customer service and IT executive respondents cited inconsistent service as their main cause of customer frustration. Access the results to the rest of the survey and see how your peers are answering the tough questions.
Posted: 25 Apr 2017 | Published: 25 Apr 2017

Zendesk

Sales Force Integration for Dummies
sponsored by INFORMATICA
EBOOK: In this e-book, learn some best practices for integrating Salesforce.comwith your other essential business systems. Discover how to navigate your systems integration lifecycle, 10 do's and don'ts when evaluating a Salesforce integration system, and more.
Posted: 25 Apr 2017 | Published: 31 Dec 2014

INFORMATICA

Live Chat: How to Grow Your Business With Proactive Support
sponsored by Zendesk
WHITE PAPER: It's time to ask: How do we get more value from Live Chat? In this whitepaper, learn how to take your customer support to the next level and shift from reactive to proactive support by implementing strategies like real-time monitoring and data analysis.
Posted: 21 Apr 2017 | Published: 21 Apr 2017

Zendesk

Customer Experience Leader DirecTV Modernizes to Maintain Their Lead
sponsored by Capriza
CASE STUDY: In this concise case study, learn how DirecTV decided on a mobile app that streamlined processes by enabling real time box activation.
Posted: 20 Apr 2017 | Published: 30 Dec 2016

Capriza

In Good Company: The Value of Conscious Consumers
sponsored by Zendesk
WHITE PAPER: Consumers are willing to pay 5% or 10% more to purchase from community-responsible companies over others. Access this white paper to learn how to establish a relationship with these consumers and improve your top line.
Posted: 20 Apr 2017 | Published: 20 Apr 2017

Zendesk

From Cost Center to Profit Center: The Potential ROI of Zendesk
sponsored by Zendesk
WEBCAST: In this 30 minute webinar, Forrester Senior Analyst, Ian Jacobs, discusses the financial impact of Zendesk, a study conducted by Forrester Consulting that examines the costs and benefits of Zendesk to reveal its ROI over a three year period.
Posted: 19 Apr 2017 | Premiered: Jan 31, 2017

Zendesk

The Multichannel Customer Care Report
sponsored by Zendesk
RESEARCH CONTENT: Today's customer wants the personalized experience of human communication but expects the speed and ease of automated services – thereby creating a paradoxical conundrum for businesses. Uncover the key findings of this 2017 customer care report to learn about multichannel strategies for meeting rising expectations.
Posted: 19 Apr 2017 | Published: 19 Apr 2017

Zendesk

Legal services Marketplace Relies on Call Tracking to Demonstrate ROI for Lawyers
sponsored by Twilio
WHITE PAPER: Learn how Avvo implemented trackable numbers with Twilio to satisfy customers, increase conversion rates, deliver metrics, give business a boost.
Posted: 09 May 2017 | Published: 09 May 2017

Twilio

How CPQ Software Can Boost Your Sales Processes
sponsored by Conga
EGUIDE: The sales process is riddled with obstacles, but determining price and delivering an accurate quote should not be one of those obstacles. In this e-guide, discover how configure price quote (CPQ) software and Salesforce tools can help speed the sales process and bring BI to your sales processes.
Posted: 24 Apr 2017 | Published: 24 Apr 2017

Conga

Gartner: Rethinking CRM Customer Service Fundamentals
sponsored by ServiceNow
ANALYST REPORT: To survive in the changing business landscape, your entire enterprise now needs to be involved in customer service, not just one department. This Gartner report takes an in-depth look at the 3 guiding principles of renewing your CRM and customer service strategy for the next generation of customers.
Posted: 19 Apr 2017 | Published: 08 Mar 2016

ServiceNow

The Essential Checklist for Modernizing Customer Service (ebook)
sponsored by ServiceNow
EBOOK: One survey revealed that companies with the best customer service are 127% more likely to enable inter-departmental collaboration than the average company. Access this e-book to see what else this survey revealed and how you can modernize your organization's customer service.
Posted: 18 Apr 2017 | Published: 30 Sep 2016

ServiceNow
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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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