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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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Case Study: Satisfied Customers Help Grow Auto Glass Business
sponsored by IBM
WHITE PAPER: This brief case study features Carglass® Belgium and its road to "customer delight". You, too, can analyze service-related issues in a way that increases customer satisfaction while delivering insight to the business quickly and reliably.
Posted: 30 Jul 2015 | Published: 30 Sep 2013

IBM

Deliver the Best Action with Predictive Customer Intelligence
sponsored by IBM
VIDEO: This brief video provides a window into applying predictive analytics to customer information. Find out how to deliver the best action to your front line so your audience will have the optimal customer experience.
Posted: 30 Jul 2015 | Premiered: 30 Jul 2015

IBM

The New Frontier for Personalized Customer Experience
sponsored by IBM
WHITE PAPER: It's time for companies to remove the transaction from the pedestal, and replace it with today's savvy customer. This paper offers the basics on creating a personalized, relevant experience for individual customers. Access now to learn how an effective customer intelligence strategy will drive revenue.
Posted: 30 Jul 2015 | Published: 30 Jul 2015

IBM

Shoppers Disrupted: Retailing Through the Noise
sponsored by IBM
WHITE PAPER: Savvy technology-enabled customers are demanding what they want, when they want it and how they want it delivered. Access this executive report to understand the full potential of new technologies across the retail space.
Posted: 29 Jul 2015 | Published: 29 May 2015

IBM

Report Your Way to a Better Customer Relationship
sponsored by Solarwinds N-able
EBOOK: In this eBook you will discover why reports with a visual dashboard style graphic can quantify the value delivered to customers, building trust and creating value. Read now to put this strategy to work for your organization and creating lasting powerful customer relationships.
Posted: 29 Jul 2015 | Published: 28 Feb 2015

Solarwinds N-able

A Customer Engagement Strategy for Today's Multi-Channel Marketplace
sponsored by Interactive Intelligence, Inc.
WHITE PAPER: This resource explains why putting your customers at the heart of your contact center operations is essential in today's multi-channel marketplace. Read on to learn 5 values by which contact centers can begin to deliver next-generation engagement and drive tangible value for the business as a whole.
Posted: 24 Jul 2015 | Published: 24 Jul 2015

Interactive Intelligence, Inc.

Best Practices for Sales Development: Turning Leads into Opportunities
sponsored by Conversica
WHITE PAPER: This e-book presents real-world, proven strategies for connecting internet-age sales innovations with time-tested sales expertise. Read on to learn best practices for inbound qualifying and outbound prospecting; how to incorporate artificial intelligence into lead engagement; and more.
Posted: 24 Jul 2015 | Published: 30 Jun 2015

Conversica

Customer Experience Design: Optimising Systems for More Effective Customer Experience
sponsored by Interactive Intelligence, Inc.
WHITE PAPER: This research clearly identifies several opportunities for improvement in areas where the actual service experience for insurance customers is misaligned with their expectations. Access this white paper now to learn how you can make adjustments to cater to customer's actual experiences rather than perceived performance.
Posted: 23 Jul 2015 | Published: 31 Dec 2014

Interactive Intelligence, Inc.

Case Study: Humana Makes Software Development Customer-Centric
sponsored by Pivotal
VIDEO: In this exclusive video, you'll discover how your organization can design and build a unique, personalized customer experience. Watch now to learn from Humana's success.
Posted: 22 Jul 2015 | Premiered: 07 Jul 2015

Pivotal

Workforce Optimization and the Stellar Customer Experience
sponsored by Interactive Intelligence, Inc.
WHITE PAPER: Studies show that 57% of your peers can relate improved customer experience to revenue/profit growth. This white paper is designed to help you understand what your customers expect from their experience, so read on and discover how leveraging workforce optimization tools can help deliver a positively memorable event for your audience.
Posted: 22 Jul 2015 | Published: 15 Apr 2015

Interactive Intelligence, Inc.

3.5 Billion Chinese Travelers. Just One Ticketing System
sponsored by Pivotal
VIDEO: Discover what system helped the largest railway system in the world effectively serve their ticketing needs by accessing this brief video infographic now. Learn how your organization can devise a similar strategy for ticketing and CRM success.
Posted: 20 Jul 2015 | Premiered: 28 Mar 2014

Pivotal

How New Technology is Changing the Way Marketing and Sales Interact With Leads
sponsored by Conversica
WHITE PAPER: In a time when 48% of salespeople never follow up with a lead, and 33% of leads who display interest are never contacted, what can sales teams do to improve their effectiveness and efficiency? Access this white paper today to learn about a new approach to intelligently finding and nurturing hot leads using sales conversion management.
Posted: 17 Jul 2015 | Published: 17 Sep 2014

Conversica

When Hot Leads Go Cold: Three Pitfalls to Avoid
sponsored by Conversica
WHITE PAPER: This resource discusses 3 common pitfalls that render sales reps ineffective in truly engaging customers. Read on to learn what your business needs to do to avoid missing critical sales opportunities due to outdated strategies.
Posted: 17 Jul 2015 | Published: 28 May 2015

Conversica

How to Choose A Certificate Authority For Safer Web Security
sponsored by GeoTrust, Inc.
WHITE PAPER: This white paper looks at the role of CAs in web security, including what measures a CA can take to promote trust in its certificates and the criteria to consider when choosing the best CA for the job.
Posted: 17 Jul 2015 | Published: 11 Nov 2013

GeoTrust, Inc.

Increase E-commerce Conversion Rates with Extended Validation SSl Certificates
sponsored by GeoTrust, Inc.
WHITE PAPER: Learn how deploying an EV certificate on your eCommerce website can protect against threats, while showing your customers that they can transact with confidence, helping increase your sites conversion rates.
Posted: 17 Jul 2015 | Published: 11 Nov 2014

GeoTrust, Inc.

Computer Weekly – 21 July 2015: How the internet of things could save the honeybee
sponsored by ComputerWeekly.com
EZINE: In this week's Computer Weekly, with bee populations being decimated, we find out how the internet of things could save the honeybee. Amid fears that artificial intelligence could end human innovation, we hear from the experts on AI about the reality. And we examine the challenges of customer service in a multi-channel world. Read the issue now.
Posted: 17 Jul 2015 | Published: 17 Jul 2015

ComputerWeekly.com

Rethinking Your Approach to Mobile Business
sponsored by Dell, Inc.
WHITE PAPER: Access this white paper to learn about the IDEA cycle approach to embracing a mobile mindset. Learn how to support the major shifts in customer mindset, and maximize your ROI with enhanced enterprise mobility management.
Posted: 16 Jul 2015 | Published: 24 Jan 2014

Dell, Inc.

Moving to the Forefront of Marketing
sponsored by Teradata
WHITE PAPER: This white paper highlights the benefits of personalization to digital marketing. Additionally, learn how to make your digital marketing practices future focused, and how responsive email design can increase open rates and reduce subscriber opt-outs.
Posted: 14 Jul 2015 | Published: 14 Jul 2015

Teradata

2015 Analyst Report for Multichannel Campaign Management
sponsored by Teradata
ANALYST REPORT: Download this multichannel campaign management report - brought forth by top analysts – and receive in-depth reviews on how leading campaign management vendors currently rank. In addition, learn major marketing management themes standing out this year.
Posted: 13 Jul 2015 | Published: 13 Jul 2015

Teradata

How to Give Digital a Business Focus
sponsored by Hewlett-Packard Company
WHITE PAPER: Managing information has become hugely complex, and the expertise necessary has grown. Learn why more companies are choosing to outsource management.
Posted: 12 Jul 2015 | Published: 13 Jul 2015

TOPICS:  CRM
Hewlett-Packard Company

WCM Software Expands to Incorporate CEM
sponsored by Rackspace
EGUIDE: In this e-guide, experts highlight the convergence of WCM platforms with CRM and CEM software. Get insider insights from senior analysts as they explain why customer engagement doesn't end at running a website.
Posted: 10 Jul 2015 | Published: 10 Jul 2015

Rackspace

Web Content Management Systems Try to Do it All
sponsored by Rackspace
EGUIDE: In this e-guide, readers will find best practices, advice, and real-life insight into how WCM systems have been used to improve the customer experience. Read now to learn more.
Posted: 09 Jul 2015 | Published: 09 Jul 2015

Rackspace

Winning with Emerging CRM Channels
sponsored by Hewlett-Packard Company
WHITE PAPER: From SMS to webchat, new CRM channels are exploding in popularity. Learn how to use these latest options to boost long-term loyalty and revenue.
Posted: 08 Jul 2015 | Published: 09 Jul 2015

TOPICS:  CRM
Hewlett-Packard Company

The Value of Experience: How the C-suite Values Customer Experience in the Digital Age
sponsored by Genesys
RESOURCE: This research report demonstrates how companies who pay more attention to customer experience initiatives have better revenue growth than their peers. Access now to get answers to 4 essential CEM questions that top sales and marketing leaders have proposed.
Posted: 08 Jul 2015 | Published: 08 Jul 2015

Genesys

Employing WCM Systems to Improve the Customer Experience
sponsored by Rackspace
EGUIDE: This expert e-guide reveals best practices, advice, and real-life insight into how WCM systems have been used to improve the customer experience. Delve into content that drives users with strategies that make engagement possible.
Posted: 08 Jul 2015 | Published: 08 Jul 2015

Rackspace
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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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