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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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How Salesforce Can Be Used To Boost Sales Performance
sponsored by Conga
EGUIDE: Sales teams have one primary goal: To sell fast, and sell more. In this e-guide, explore the pros and cons of the Salesforce Sales Cloud and gain 5 tips to boost sales forecast accuracy. Plus, learn how Rotobec, a manufacturing company, uses Salesforce automation to connect sales and service data.
Posted: 20 Apr 2017 | Published: 20 Apr 2017

Conga

Getting to Why in Omnichannel Marketing Attribution
sponsored by SAS
WHITE PAPER: For successful marketing attribution, your digital communications channels must be properly quantified, allocated, analyzed and optimized to realize your business goals. But there are 3 main barriers: Missing data, uncertain data, and big data. Learn how to get around these challenges and develop your attribution strategy.
Posted: 20 Apr 2017 | Published: 20 Apr 2017

SAS

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

Why You Need to Accelerate Your Sales Contract Experience
sponsored by Conga
WHITE PAPER: Every day, all over the world, businesses are using contracts to lock in business. Whether it's for services, product, an MSA, or a quote, contracts make it legal. But waiting for a sales contract to be finished is frustrating. Learn how to accelerate your contact experience and promote collaboration between sales and legal teams.
Posted: 20 Apr 2017 | Published: 20 Apr 2017

Conga

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

The Salesforce Admin's Guide to Document Generation
sponsored by Conga
WHITE PAPER: Document generation allows data from a CRM system to be put into a useable format. In order to harness all of the benefits of document generation, you first need to understand when, why, and how to begin a strategy. Inside, learn 3 scenarios when document generation is needed, the key stakeholders involved, and steps to starting a strategy.
Posted: 19 Apr 2017 | Published: 19 Apr 2017

Conga

4 Top Trends That Are Driving Sales This Year
sponsored by Conga
WHITE PAPER: As we all know, the primary directive in sales is "sell more, sell faster." But the question is; how? Discover the 4 top trends used by innovative companies this year that drive sales.
Posted: 18 Apr 2017 | Published: 18 Apr 2017

Conga

Increase Sales Productivity and Insight with Streamlined Data
sponsored by Conga
WHITE PAPER: Every team needs a clear sales process that includes benchmarks for how the process is measured and used, from the prospect to closed-won. Companies with a formal sales development process have 18% more revenue growth than those that don't. Learn how to streamline your data to create a more complete sales process outline.
Posted: 17 Apr 2017 | Published: 17 Apr 2017

Conga

Using Chatbots, Live Chat, and Messaging To Interact With Customers
sponsored by [24]7
RESEARCH CONTENT: Gone are the days of just email and phone for connecting with customers. Research reveals that chat — including online chat tools and messaging apps — is now the most popular way for consumers to interact with retailers. In this research report, discover how customer service has changed with the adoption of chat channels.
Posted: 12 Apr 2017 | Published: 12 Apr 2017

[24]7

Enterprise Integration Platform as a Service Vendor Comparison
sponsored by MuleSoft
ANALYST REPORT: Application leaders are being tasked with integrating hybrid application portfolios and providing easy access to the data within those systems. Access this Gartner report to learn about the iPaaS market, where certain vendors stand, and how to evaluate vendors yourself based on what the experts look for.
Posted: 11 Apr 2017 | Published: 30 Mar 2017

MuleSoft

Choosing between the Cloud and on-premises solutions for the contact centre
sponsored by Mitel Networks Limited
WHITE PAPER: The traditional definition of customer service has changed. Communication channels have evolved, and 74% of consumers today use three or more channels when seeking customer care. To adapt, many businesses are enhancing their options. Learn 7 points to consider before moving to a cloud-based contact centre, challenges to look out for, and more.
Posted: 07 Apr 2017 | Published: 07 Apr 2017

Mitel Networks Limited

Delivering a Digital Customer Experience for Today's Mobile Consumer
sponsored by Mitel Networks Limited
WHITE PAPER: Customer experience is a key differentiator in today's ultra-competitive environment. To have a competitive advantage, your company needs to have flexible interaction with your customers. Learn 7 steps for creating a successful digital customer experience.
Posted: 07 Apr 2017 | Published: 07 Apr 2017

Mitel Networks Limited

Workforce Transformation Maturity Assessment for Your Organization
sponsored by Dell EMC - CSG & DT
RESOURCE: Access a free workforce technology assessment tool, powered by Forrester Research, to find out how your company stacks up against others.
Posted: 05 Apr 2017 | Published: 31 Dec 2016

Dell EMC - CSG & DT

Transforming Workforce Technology is the Key to Improving Customer Experience
sponsored by Dell EMC - Workstation
RESEARCH CONTENT: This Forrester Research report explains how employee experience, customer experience, and revenue growth are inextricably linked. Discover ways to leverage employee-facing technologies to improve customer experiences.
Posted: 05 Apr 2017 | Published: 30 Sep 2016

Dell EMC - Workstation

A Business Spotlight on Australia and New Zealand
sponsored by Dell EMC - CSG & DT
RESEARCH CONTENT: Businesses in Australia and New Zealand are focusing largely on improving customer experience. Inside this Forrester report, learn some best practices for workforce transformation in these regions.
Posted: 05 Apr 2017 | Published: 31 Oct 2016

Dell EMC - CSG & DT

Thinking Strategically About ABM
sponsored by TechTarget and Marketo
TRANSCRIPT: Industry leaders TechTarget and Marketo outline the most common challenges of Account-Based Marketing (ABM) strategies and a set of practical practices for 2017.
Posted: 29 Mar 2017 | Published: 29 Mar 2017

TechTarget and Marketo

Webcast: Thinking Strategically About ABM
sponsored by TechTarget and Marketo
WEBCAST: Industry leaders TechTarget and Marketo outline the most common challenges of Account-Based Marketing (ABM) strategies and a set of practical practices for 2017.
Posted: 29 Mar 2017 | Premiered: Mar 29, 2017

TechTarget and Marketo

Creating Personalized Experiences with Real-Time Insights for CEM
sponsored by OpenText
EGUIDE: Creating an engaging and unified multichannel customer experience is a top priority, but many companies find themselves scrambling to adapt. In this expert e-guide, discover how to generate key customer insights in real-time and learn about 4 ways to create personalized experiences.
Posted: 28 Mar 2017 | Published: 21 Mar 2017

OpenText

Project Nightingale: An API-Led Revolution in Retail IT
sponsored by MuleSoft
EBOOK: This e-book presents a hypothetical retail business and follows their journey to meet customer expectations and deliver business agility. Discover how to take a new approach to integration with API-led connectivity and microservices architectures to tackle digital transformation challenges and deliver modern, personalized customer experiences.
Posted: 28 Mar 2017 | Published: 28 Mar 2017

MuleSoft

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

Survey Report: Putting Service First
sponsored by ServiceNow
WHITE PAPER: In a survey of 200 senior customer service managers, it was found that the top customer service providers all provided their customers with self-service options. Access the rest of the survey now to find what else the top providers had in common, and how you can reach the top tier of customer service.
Posted: 18 Apr 2017 | Published: 31 Aug 2016

TOPICS:  CRM
ServiceNow

A Quick Guide to Modernizing Customer Service
sponsored by ServiceNow
WHITE PAPER: 80 percent of businesses believe they deliver a superior customer experience. However, only 8 percent of their customers agree. Download this white paper to explore how to redefine the fundamentals of customer service by bringing together people, workflows, and systems to proactively resolve issues and optimize the service experience.
Posted: 13 Apr 2017 | Published: 13 Apr 2017

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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