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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  … 
CRM White Papers (View All Report Types)
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Redefining Service Delivery for Citizens
sponsored by ServiceNow
WHITE PAPER: A positive service experience drives more engagement with an organization. This applies in private and public sector, but it's not easy to achieve. Although everyone wants to provide excellent service, many challenges exist in delivering efficient, modernized services. In this white paper, review a checklist for modernizing customer experience.
Posted: 22 May 2019 | Published: 31 May 2019

ServiceNow

Empower the Digital Workplace with Enterprise Chatbots
sponsored by BMC
WHITE PAPER: In this white paper, learn how enterprise chatbots can be used to meet changing employee expectations. Discover the benefits of chatbot technology, and explore how chatbots can help your organization increase business agility and improve cost savings.
Posted: 17 May 2019 | Published: 17 May 2019

BMC

Uncovering Digital Trends: Customer Expectations in a Digital World
sponsored by Concentrix
WHITE PAPER: In this white paper, learn how tracing today's digital trends can help inform businesses of their consumers' needs and wants. Explore what customer service looks like through a digital lens, and discover 4 ways to boost customer engagement with expert insight from Concentrix.
Posted: 16 May 2019 | Published: 16 May 2019

Concentrix

Realize Your Digital Ambition: 4 Areas Energy Organizations can Power Digital Initiatives Today
sponsored by Appian
WHITE PAPER: In this e-book, learn how digital technologies can help those in the energy industry improve operations. Discover the 4 ways in which energy organizations can realize their digital ambitions, and explore how those already embracing digital technologies can drive business value and deliver tangible results.
Posted: 13 May 2019 | Published: 13 May 2019

Appian

Four Perspectives on Digital Transformation: Leaders Share Lessons Learned
sponsored by Capriza
WHITE PAPER: Investing in digitizing your business processes has never been more important, but getting started would be easier if you knew what challenges to expect. Inside, discover 4 perspectives on digital transformation. Learn about common digitization challenges by industry, and explore how to make your transformation more efficient and effective.
Posted: 09 May 2019 | Published: 09 May 2019

Capriza

The Anatomy of a Preference Center
sponsored by Akamai Technologies
WHITE PAPER: What is enterprise preference management (EPM), and how can it help deliver better customer experiences? In this white paper, learn how an EPM platform can help give consumers control of their customer engagement and experiences, and explore how preference management can help solve the longstanding privacy-personalization paradox.
Posted: 08 May 2019 | Published: 20 Dec 2018

Akamai Technologies

Product Feedback Management: How To Use Customer Intelligence For Product-Market Fit
sponsored by Survey Gizmo
WHITE PAPER: The need for product feedback is greater than ever before in part due to the ever-changing demands, expectations, and shopping savviness of today's consumers. In this white paper, explore how to implement a process that can be used to mature and enhance products over time by integrating customer intelligence throughout the product lifecycle.
Posted: 02 May 2019 | Published: 02 May 2019

Survey Gizmo

Digital Transformation Checklist: Top 5 Digital and Data Trends in Banking
sponsored by Hitachi Vantara
WHITE PAPER: In this white paper, explore the powerful forces reshaping the retail banking and payments industry. Discover how to radically transform your banking organization for the future, and learn how to apply 5 top digital and data trends into your organization.
Posted: 30 Apr 2019 | Published: 30 Apr 2018


The Complete Guide to Powering Salesforce With Surveys
sponsored by Survey Gizmo
WHITE PAPER: In this white paper, learn how to power your business with second-by-second information, and drive immediate action through integrating your Salesforce CRM with SurveyGizmo. Explore the benefits of a SurveyGizmo and Salesforce partnership, and get the insight you need to execute your next installation with confidence.
Posted: 30 Apr 2019 | Published: 30 Apr 2019

Survey Gizmo

BI and Analytics in the Age of AI and Big Data
sponsored by Hitachi Vantara
WHITE PAPER: In this report, learn how to prepare for the evolving business landscape by informing yourself of the trends influencing current BI, analytics, and data architecture strategies. Learn about cutting-edge BI and analytics tools, and get a better understanding of how to drive higher value from data and analytics.
Posted: 29 Apr 2019 | Published: 29 Apr 2019


A Guide to the Most Common CRM Use Cases
sponsored by Greenhouse
WHITE PAPER: View this e-book to learn about the common questions you should consider before investing in a CRM strategy, and find out how to leverage your CRM effectively with a series of expert tips from Greenhouse CRM.
Posted: 25 Apr 2019 | Published: 25 Apr 2019

Greenhouse

The Role of Human Talent in a Digital-First World
sponsored by Concentrix
WHITE PAPER: With this e-book, learn how to balance your human and digital CX interactions. Discover 7 high-priority actions for making digital technologies and human talent work in harmony, and unlock the skills you need to optimize your contact center experience.
Posted: 25 Apr 2019 | Published: 25 Apr 2019

Concentrix

9 Steps to Gain and Retain Customers
sponsored by Oracle Corporation
WHITE PAPER: Download this e-book to unlock the 9 steps your growing company needs to elevate its customer experience and outmaneuver the competition. Learn how a strong CX can help put your SMB back on the map, and review your software options with Oracle CX Cloud.
Posted: 24 Apr 2019 | Published: 31 Dec 2018

Oracle Corporation

Increase Operational Efficiency with Intelligent Store Support
sponsored by IBM
WHITE PAPER: View this white paper to learn how a wall-to-wall customer support software from IBM can help your organization survive and thrive in the digital era. Discover the advantages of a customer-centric maintenance and support platform, and explore your software options with IBM Retail Technology Support Solutions.
Posted: 12 Apr 2019 | Published: 31 Dec 2018

IBM

Using Interaction Analytics to Digitize & Optimize Contact Center Performance
sponsored by CallMiner
WHITE PAPER: In this white paper, learn about interaction analytics and explore how interaction analytics can help give contact center agents and managers the tools they need to perform at their best.
Posted: 04 Apr 2019 | Published: 31 Dec 2018

CallMiner

How AI Improves the Customer Experience
sponsored by CallMiner
WHITE PAPER: Customer experience has emerged as a critical driver in competitive differentiation and revenue growth. As a result, the tools needed to manage customer interactions are changing. In this white paper, explore how AI is revolutionizing the customer experience, and decide if AI is right for your organization's customer service strategy.
Posted: 03 Apr 2019 | Published: 03 Apr 2019

CallMiner

10 Speech Analytics Needs to Know for CX Pros
sponsored by CallMiner
WHITE PAPER: With this white paper, learn about the opportunities speech analytics can offer your organization. Explore the benefits of speech analytics in the contact center, and uncover 10 'need to know' facts about speech analytics perfect for the CX and marketing professional.
Posted: 03 Apr 2019 | Published: 03 Apr 2019

CallMiner

Achieve Optimal Contact Center Efficiency & Agent Performance with Speech Analytics
sponsored by CallMiner
WHITE PAPER: In this white paper, explore how interaction analytics can help your organization increase efficiency and improve CX. Discover the core capabilities of interaction analytics, and review the best practices you'll need to get your to make your contact center transformation.
Posted: 02 Apr 2019 | Published: 31 Dec 2018

CallMiner

How Unsolicited Feedback Can Be Rocket Fuel For Your CX Engine
sponsored by CallMiner
WHITE PAPER: According to Forrester, organizations that use behavioral data from customer interactions are more successful than those who use customer surveys—but why? In this white paper, learn about the benefits of behavioral data, and explore use cases from organizations already putting behavioral data and analytics into play.
Posted: 01 Apr 2019 | Published: 01 Apr 2019

CallMiner

How Contact Centers Can Use Interaction Analytics to Reduce Risk & Improve Compliance
sponsored by CallMiner
WHITE PAPER: In this white paper, discover how companies are increasing compliance with interaction analytics, and explore how interaction analytics can help organizations improve contact center performance while increasing compliance with regulations from TCPA, HIPAA, EFTA, CFPB, and more.
Posted: 01 Apr 2019 | Published: 31 Dec 2018

CallMiner

Digital Journeys: 4 Mistakes You're Making, and How to Fix Them
sponsored by Concentrix
WHITE PAPER: In this white paper, explore the 4 common mistakes companies make when looking to deliver next-generation CX, and learn how you can fix the mistakes that lead to digital breakdowns and customer aggravation.
Posted: 28 Mar 2019 | Published: 28 Mar 2019

Concentrix

How To: Address Churn with Predictive Analytics
sponsored by Dataiku
WHITE PAPER: Churn is when a company loses a customer - and mostly every business will have to deal with this sooner than later, because it has the power to plateau growth. Read this white paper to learn how to use predictive analytics to predict and prevent customer loss.
Posted: 25 Mar 2019 | Published: 31 Dec 2018

Dataiku

Streamlining Customer Service with In-App Support Solutions
sponsored by Zendesk
WHITE PAPER: The appeal of mobile-based shopping is ultimately the convenience factor - so consumers expect an equally convenient customer service experience. So, how do you meet these modern omnichannel consumer demands? Read this white paper to find out.
Posted: 22 Mar 2019 | Published: 31 Dec 2018

TOPICS:  CRM | Mobile CRM
Zendesk

A Retailer's Guide to Getting Omnichannel Customer Service Right
sponsored by Zendesk
WHITE PAPER: The key is here consistency - less handing around customers from department to department and more knowing what they need before they even ask. This is what omnichannel customer service is about. Read this white paper for more information.
Posted: 22 Mar 2019 | Published: 31 Dec 2018

TOPICS:  CRM
Zendesk

Mobile E-Commerce Experience
sponsored by Algolia
WHITE PAPER: Amazon reported that nearly 70% of its customers bought their items from a mobile device. Read this white paper for 6 major design pitfalls in mobile UX and how to prepare a revenue driving search function.
Posted: 19 Mar 2019 | Published: 31 Dec 2018

TOPICS:  CRM
Algolia
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