CRM White Papers ( eCRM, Client Relationship Management, Dealing with Customers, Relationship Management, CRO, Enterprise CRM, Customer Relationship Management, Relationship Marketing, Customer Relationship Optimization, Customer Relations, Customer Care ) Software Downloads, Definition and Webcasts

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May 19, 2013

Business of Information Technology > Business Management >
CRM
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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Bank Anytime, Anywhere with SAP Mobile Solutions sponsored by SAP America, Inc. VIDEO: This brief video shows how SAP mobile tools will help your customers bank anytime, anywhere. Learn how you can transform your banking business by taking the branch to the customer. Personalize their experience and empower your employees to partner with them and become their trusted advisors. Posted: 22 Mar 2013 \| Premiered: 22 Mar 2013 TOPICS: Banking Industry \| Banking Services \| CRM \| Customer Satisfaction \| Customer Service \| Mobile CRM

Top Five Contact Center Trends for 2013 sponsored by Avaya WHITE PAPER: This resource offers five key trends that are reshaping customer experience management. Discover how successfully tap into these trends will give you the competitive advantage over those who fail to adapt to this rapid change. Posted: 21 Mar 2013 \| Published: 21 Mar 2013 TOPICS: Contact Center Management \| CRM \| CRM Analytics \| CRM Best Practices \| Customer Data Integration \| Customer Satisfaction \| Customer Service \| Mobile CRM \| Web 2.0

Public complaints case study sponsored by SAS Institute Inc. CASE STUDY: With large volumes of data pouring into the Hong Kong Efficiency Unit's call center, they needed a way to manage this information and provide excellent customer service. Read this brief case study to see how they leveraged a visual analytics platform to take more effective action and make better decisions. Posted: 21 Mar 2013 \| Published: 21 Mar 2013 TOPICS: CRM \| CRM Analytics \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Data Analytics \| Data Collection \| Data Management \| Data Management Software \| Data Quality \| Data Visualization \| Data Visualization Software

Why Your Current Service Desk is Failing Your Business, and What to Do About It sponsored by CA Technologies. WHITE PAPER: Outdated service management platforms are a problem for many businesses, as they result in an excess of costs and complexity. In today's business environment, a service desk update may be in order, and this resource outlines the requirements for a successful platform, along with questions to ask before making a purchase decision. Posted: 21 Mar 2013 \| Published: 30 Sep 2012 TOPICS: Application Deployment \| CRM \| CRM Best Practices \| CRM Services \| Customer Service \| Help Desk Management \| Help Desk Management Services \| Software as a Service

Aberdeen Analyst Insight - Social Media & Customer Service: From Listening to Engagement sponsored by SAP America, Inc. WHITE PAPER: Despite the growing popularity of social media among consumers, many customer service companies are still not harnessing the full potential of social channels. Read this insightful report to learn key trends in the use of social media for customer service and discover best practices for integrating social channels with CEM. Posted: 20 Mar 2013 \| Published: 31 Oct 2012 TOPICS: CRM \| CRM Best Practices \| Customer Loyalty \| Customer Service \| Customer Service Best Practices \| Social Networking \| Web 2.0

Aberdeen Agent Desktop Optimization: Agents Can Finally Focus on the Customer whitepaper sponsored by SAP America, Inc. WHITE PAPER: In the context of the contact center, being able to provide agents with insights needed to support and engage customers is critical to deliver a positive customer experience. And agent desktop optimization (ADO) initiatives help contact centers accomplish this objective by empowering agents. Continue on for insights. Posted: 20 Mar 2013 \| Published: 31 Oct 2012 TOPICS: Contact Center Management \| Contact Centers \| CRM \| CRM Best Practices \| CRM Services \| Desktop Applications Management \| Desktop Management

Aberdeen Analyst Insight - Social Media & Customer Service: From Listening to Engagement sponsored by SAP America, Inc. ANALYST REPORT: While social media seems to be everywhere, a disappointing number of customer service organizations fully harness the power of social channels. Read this report from the Aberdeen Group to discover key trends in the use of social media for customer service and learn best practices for integrating social channels into CEM. Posted: 20 Mar 2013 \| Published: 31 Oct 2012 TOPICS: Business Communications \| Business Process Management \| CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Loyalty \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Social Computing \| Social Networking \| Web 2.0

Mobile apps reach the busy customer sponsored by SearchCRM EZINE: In this expert e-zine, discover two key areas of app development in today's mobile climate: delivering quality mobile customer service, and uniting front-end and back-end functionality. Also included is a case study of a mobile app that delivered user-oriented, ultra-simple service with outstanding results. Posted: 19 Mar 2013 \| Published: 19 Mar 2013 TOPICS: Application Development \| Cloud CRM \| CRM \| CRM Best Practices \| Mobile CRM \| Mobile Device Management

Using Analytics to Drive Better Communications- Link Customer Preferences and Behavior with Business Solutions and Document Requirements to Deliver Messaging that Fits sponsored by Pitney Bowes Group 1 Software WHITE PAPER: This whitepaper will help you understand how analytics can be used to drive better communications for your business. Learn about the state of communications today, its challenges, and opportunities you can take advantage of to enhance your communications. Posted: 18 Mar 2013 \| Published: 31 Dec 2012 TOPICS: Communications Systems \| CRM \| CRM Best Practices \| Customer Data Management \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Marketing

The Geocoding Advantage: Best Practices for Managing Customer and Location-based Data in Telecommunications sponsored by Pitney Bowes Group 1 Software WHITE PAPER: This whitepaper will give you some insight into the benefits high-quality geocoding can bring to your business, and will teach you the best practices today's leaders are following to engage customers, reduce costs and manage risk. Posted: 18 Mar 2013 \| Published: 18 Mar 2013 TOPICS: CRM \| CRM Analytics \| CRM Services \| Customer Data Integration \| Customer Data Management \| Customer Service \| Data Analytics \| Data Collection \| Data Governance \| Telecommuting

Single View of the Customer in UK Businesses and the emerging role of Big Data sponsored by SAS Institute Inc. WHITE PAPER: Many companies today are attempting to harness the power of big data to provide customer insights. This informative market report focuses on how businesses in the UK are using data to glean optimal insights, and how far along they are in capturing all the interactions a customer has with an organisation, regardless of the channel. Posted: 15 Mar 2013 \| Published: 15 Mar 2013 TOPICS: Business Intelligence \| CRM \| CRM Analytics \| Customer Data Integration \| Customer Data Management \| Data Analytics \| Data Collection \| Data Integration \| Data Management \| Unstructured Data

When Words Won’t Do, Show Your Story: 7 Tips from Leading Companies For Online Video Marketing. sponsored by Limelight Networks, Inc. WHITE PAPER: This white paper illustrates the importance of video to drive audience engagement and interaction. Learn best practices, key tips, and essential elements of online video marketing. Posted: 15 Mar 2013 \| Published: 28 Feb 2013 TOPICS: CRM \| Customer Loyalty \| Customer Retention \| Marketing \| Online Advertising \| Online Marketing \| Web 2.0

CIO Handbook: Personalizing the Customer Experience sponsored by SearchCIO.com EBOOK: CIOs must marry online and physical offerings to personalize business interactions for each and every customer in today's collaborative world. Find out how leading businesses are paving the way with top-notch customer experience strategies. Posted: 14 Mar 2013 \| Published: 14 Mar 2013 TOPICS: CIOs \| CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Loyalty \| Customer Retention

Using Social Media to Win Over Customers sponsored by SearchCRM EBOOK: While many businesses are eager to join their customers at the social media party, doing so without the proper internal processes in place could spell disaster. In this brief expert e-book, you can learn how to create a successful social CRM initiative (and valuable customer relations) through implementing the right processes and technologies. Posted: 12 Mar 2013 \| Published: 12 Mar 2013 TOPICS: Collaboration \| CRM \| CRM Best Practices \| Customer Loyalty \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Mobile CRM \| Social Networking \| Web 2.0

How Foglight Makes User Experience Management a Reality: Three Case Studies sponsored by Quest Software, now a part of Dell CASE STUDY: In this case study, discover the ways in which user experience management technologies are changing the face of consumer analytics and customer relationship management. Posted: 11 Mar 2013 \| Published: 31 Dec 2012 TOPICS: CRM \| CRM Analytics Software \| CRM Best Practices \| CRM Services \| Customer Data Integration \| Customer Interaction Services \| Customer Retention \| Customer Satisfaction

Comviva ensures that its Value Added Services really do deliver value sponsored by HP India WHITE PAPER: Read on to learn more about Value Added Services (VAS), vendors, and how to maximize revenue and generate growth by providing more for your customers. Posted: 07 Mar 2013 \| Published: 31 Dec 2012 TOPICS: CRM \| Customer Loyalty \| Network Management \| Network Management Services \| Network Monitoring

Gartner Customer Strategies & Technologies Summit 2013 sponsored by Gartner BROCHURE: In this valuable resource, learn about how the Gartner Customer Strategies & Technologies Summit can help IT and business leaders gain the insight they need to effectively overcome customer relationship and business management challenges to drive success – read on to learn more now. Posted: 07 Mar 2013 \| Published: 07 Mar 2013 TOPICS: Applications Software \| Business Intelligence \| CRM \| CRM Analytics \| CRM Best Practices \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Market Research \| Marketing

Webcast: Tuning Your Revenue Engine sponsored by Revitas, Inc. WEBCAST: As part of a series on "Tuning Your Revenue Engine," this webcast explores solutions to revenue leakages by integrating contracting and incentive systems. Posted: 05 Mar 2013 \| Premiered: Feb 12, 2013 TOPICS: Contract Management \| Contract Management Software \| Contract Manufacturing Services \| CRM \| ERP

How Smart Insurance Carriers are Turning Information Complexity into a Distinct Competitive Advantage sponsored by Kofax, Inc. WEBCAST: This comprehensive webcast explores how advanced information capture and case management capabilities can address new market demands and create better engagements throughout the customer lifecycle. Posted: 05 Mar 2013 \| Premiered: Mar 5, 2013 TOPICS: Business Process Management \| Business Process Modeling \| Business Processes \| CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Customer Support Software

Webinar - Revenue Management Best-Practices for Manufacturing & Technology Organizations sponsored by Revitas, Inc. WEBCAST: This webcast explores best practices for revenue management, including explorations of enterprise revenue dynamics and ways to eliminate waste, error, and associated revenue leaks. Posted: 05 Mar 2013 \| Premiered: Feb 25, 2013 TOPICS: Contract Management \| CRM \| Enterprise Resource Management \| ERP \| Incentive Management \| Spreadsheets

Maximize Revenue, Minimize Risk by Automating ERP Incentive Management sponsored by Revitas, Inc. WEBCAST: Incentive programs can add value to your bottom line, but they also present challenges to efficient and error-free records. In this webcast, discover what a third-party incentive management system can do for your company. Posted: 05 Mar 2013 \| Premiered: Dec 31, 2012 TOPICS: CRM \| ERP \| Incentive Management \| Incentive Management Software

Webinar - Customer Engagement in 2013; The Mobile and Web Data Acquisition Imperative sponsored by Kofax, Inc. WEBCAST: Access this in-depth webinar to learn the current customer engagement industry trends, customer requirements, and goals of those in the insurance sector.Continue on to explore the business drivers and strategic responses surrounding the top ten technology initiatives for insurance. Posted: 05 Mar 2013 \| Premiered: Nov 28, 2012 TOPICS: Cloud Computing \| CRM \| CRM Analytics \| Customer Interaction Services \| Customer Satisfaction \| Data Analytics \| Data Mining \| Mobile CRM \| Web 2.0

For Unwary Users, Social Media Data Analysis Can be an Unfriendly Task sponsored by IBM EGUIDE: Social media analytics can help you gain valuable insights into your business, but it can also be a waste if not implemented properly. Read this expert e-guide to learn about the typical pitfalls of companies when deploying a social media analytics program and get advice on how to avoid them. Posted: 15 Mar 2013 \| Published: 15 Mar 2013 TOPICS: Business Intelligence \| CRM \| Customer Interaction Services \| Data Analytics \| Data Integration \| Social Networking \| Web 2.0 \| Web Analytics

ROI, Budgets Prevent Companies' Embrace of Social Media Analytics sponsored by IBM EGUIDE: Many companies are still avoiding implementing social media analytics, despite the renowned benefits it can provide a business. This expert e-guide describes some of the main reasons that companies are hesitant to start a social media analytics endeavor. Posted: 15 Mar 2013 \| Published: 15 Mar 2013 TOPICS: Business Intelligence \| CRM \| Data Analytics \| Data Integration \| Data Management \| ROI \| Social Networking \| Web 2.0 \| Web Analytics

Social Media Analytics Software Pulls Useful Info out of Online Muddle sponsored by IBM EGUIDE: In this white paper, see how unstructured and semi-structured data analytics are changing the relationship of businesses to their social media consumer bases. Posted: 14 Mar 2013 \| Published: 14 Mar 2013 TOPICS: Content Management \| CRM \| Customer Data Integration \| Customer Loyalty \| Social Networking \| Unstructured Data

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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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