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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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Prepping for the Holidays
sponsored by Kustomer
WHITE PAPER: While the holiday season is a happy time for businesses and consumers alike, it can be stressful when customer service inquiries are spiking by almost 120%, like they did in 2019. Read this white paper to learn why omnichannel support is necessary for innovative businesses, how to best provide customers with the self-service they crave, and more.
Posted: 18 Sep 2020 | Published: 18 Sep 2020

Kustomer

What to Look for in a Customer Service Software Solution
sponsored by Kustomer
WHITE PAPER: Surveys show that 66% of customers aged 25 to 44 believe the customer is always right. With customers demand more than ever, how can you deliver on these lofty expectations? Explore this white paper to discover that the answer is, in part, a customer service software that outperforms the competition in several key metrics.
Posted: 18 Sep 2020 | Published: 18 Sep 2020

Kustomer

Salesforce Application Governance
sponsored by AllCloud
WHITE PAPER: Download this white paper to explore a 4-step formal governance strategy that can help you get the most out of your Salesforce investment.
Posted: 10 Sep 2020 | Published: 10 Sep 2020

AllCloud

Drive customer loyalty with connected digital workflows
sponsored by ServiceNow
WHITE PAPER: How confident are you that your service can deliver during uncertain times to keep your business going? In this brief, see how to evaluate your customer service, so you can identify and address broken processes and gaps.
Posted: 28 Aug 2020 | Published: 28 Aug 2020

ServiceNow

Transforming the User Experience through Best-in-Class Support
sponsored by LogMeIn Rescue
WHITE PAPER: Download this white paper for a look at the 3 main customer types and the different approaches and technologies you can use to accommodate them.
Posted: 28 Aug 2020 | Published: 28 Aug 2020

LogMeIn Rescue

Reimagining Healthcare
sponsored by Vonage
WHITE PAPER: Download this guide to learn how using digital communications in healthcare can help you create outstanding patient and practitioner experiences.
Posted: 28 Aug 2020 | Published: 28 Aug 2020

Vonage

7 Reasons Why Your Customers Want to Text You
sponsored by Quiq
WHITE PAPER: Download this white paper to explore the top 7 reasons to invest in a text customer service strategy, and the benefits that offers.
Posted: 12 Aug 2020 | Published: 12 Aug 2020

Quiq

How to Anticipate Customer Needs and Improve Customer Service
sponsored by Quiq
WHITE PAPER: Customer loyalty is a coveted concept, but hard to earn and even harder to keep. Despite the challenges associated with building customer loyalty, customers aren’t unreasonable; in fact, your consumers have a very definite set of expectations. Read on to learn how to anticipate customer needs and meet them as they happen.
Posted: 11 Aug 2020 | Published: 11 Aug 2020

Quiq

Boosting Employee and Customer Morale with Meal Delivery
sponsored by Uber
WHITE PAPER: This e-book explores how providing meals for your employees and customers can improve morale and their overall well-being. Read on to learn how to implement a strategy such as this to show your appreciation in these turbulent times.
Posted: 10 Aug 2020 | Published: 10 Aug 2020

Uber

Achieving Project Visibility and Control
sponsored by Unit4
WHITE PAPER: To ensure project profitability (and ultimately company profitability), your organization must play as a team throughout the lifecycle of each project—something that’s often easier said than done. Download this white paper to explore strategies and tools that can help you implement this level of end-to-end teamwork across your organization.
Posted: 10 Aug 2020 | Published: 10 Aug 2020

Unit4

The Worry-Free Guide to Virtual Events
sponsored by PGi
WHITE PAPER: Virtual events can be a game changer for your communications. However, while they make it easy to connect, they’re not always easy to execute. You have to put in the work if you want to grab people’s attention effectively. In this white paper, explore 10 best practices to help you run a successful virtual event.
Posted: 16 Jul 2020 | Published: 16 Jul 2020

PGi

Why Employee Experience Matters
sponsored by Concur Technologies
WHITE PAPER: Download this white paper to learn about the link between employee experience and customer experience, and access tips on how to empower employees to deliver the best possible CX.
Posted: 10 Jul 2020 | Published: 10 Jul 2020

Concur Technologies

Connect Sales and Service Around the Customer
sponsored by Salesforce
WHITE PAPER: Download this white paper to explore common deployment methods for CRM systems, and considerations you should review prior to an investment.
Posted: 08 Jul 2020 | Published: 08 Jul 2020

Salesforce

Why Employee Experience Matters
sponsored by SAP Concur solutions
WHITE PAPER: Download this white paper to learn about the link between employee experience and customer experience, and access tips on how to empower employees to deliver the best possible CX.
Posted: 07 Jul 2020 | Published: 07 Jul 2020

SAP Concur solutions

Why medical institutions need a healthcare CRM
sponsored by Freshworks
WHITE PAPER: To effectively manage both patients and schedules, healthcare organizations are seeking out CRM tools that are specifically catered to them. In this article, learn about a CRM tool that’s not only HIPAA compliant, but pulls together every appointment, email, bill, and any other relevant patient data into one integrated point.
Posted: 01 Jul 2020 | Published: 01 Jul 2020

Freshworks

Customer Service and the Future of Work
sponsored by ServiceNow
WHITE PAPER: This 2020 IDC Perspective explores the interplay of customer and employee experience as a core component of digital transformation. It offers insight into a holistic strategy for improving customer service and thus customer experience (CX), including consumer expectations, the role of automation, and human-machine collaboration.
Posted: 26 Jun 2020 | Published: 01 Jan 2020

ServiceNow

The Power of Global Mobile Customer Engagement for Internet Companies & Social Media Networks
sponsored by TATA Communications
WHITE PAPER: Download this white paper to learn about using mobile channels to engage customers at internet and Social Media companies, including benefits, challenges and potential ROI of this strategy.
Posted: 26 Jun 2020 | Published: 26 Jun 2020

TATA Communications

4 Ways AI Can Help Build an Omnichannel Customer Experience
sponsored by Verizon
WHITE PAPER: A company with a quality online, and offline, presence is one that lets its customers interact with it no matter where the customer is. Rather than relying solely on humans, companies can deploy AI to help deliver a consistent and accurate experience across channels. Check out this white paper to learn more about omnichannel customer experience.
Posted: 25 Jun 2020 | Published: 18 Mar 2019

Verizon

What Are Successful CX Leaders Doing Differently?
sponsored by Verizon
WHITE PAPER: Customer experience has become the distinguishing factor for many businesses today, with some consumers valuing their experience even over product quality. But how can you continue to provide the best customer experience possible? Check out this white paper to discover how leaders in the field are using technology to offer exceptional experiences.
Posted: 25 Jun 2020 | Published: 16 Jan 2019

Verizon

How PIMCO is Scaling Their Human Capital with the Power of Digital
sponsored by Fractal
WHITE PAPER: For global investment management firms like PIMCO, terms like digital transformation mean using all the data and technology at your disposal to create a better experience for your customers. Check out this interview with PIMCO’s head of digital marketing to learn how they broke down data siloes and turned unused data into insight.
Posted: 25 Jun 2020 | Published: 24 Jun 2020

Fractal

The secret sauce helping CX leaders create loyal clients: Convenience
sponsored by ServiceNow
WHITE PAPER: Today, customer convenience is key. Read this webinar recap to get expert insight from the Aberdeen Group on how to get started on your convenience strategy and foster more customer loyalty.
Posted: 25 Jun 2020 | Published: 24 Jun 2020

ServiceNow

The Role Human Touch Plays in the Digital Customer Experience.
sponsored by Verizon
WHITE PAPER: Digital transformation has deeply impacted the customer experience. As technology and automation take on greater roles in customer service, it’s more important than ever to show customers you care about them as human beings. Read on to learn how to create the best possible customer experience, and create lifelong customers, in the digital age.
Posted: 25 Jun 2020 | Published: 02 May 2018

Verizon

How to Create Value Through Empathy & Impactful Engagement
sponsored by ServiceNow
WHITE PAPER: Read this webinar recap for insight on how to engage and transform your customer experience process in order to provide more value on both sides of the exchange.
Posted: 25 Jun 2020 | Published: 24 Jun 2020

ServiceNow

CX Improvement: The Need to Put Consumer Data Protection and Privacy First
sponsored by Verizon
WHITE PAPER: For companies seeking valuable data, it is obvious special offers and personalization only go so far. First, you must demonstrate that you’re satisfying privacy concerns. Read on to learn how you can assuage these concerns and provide a superior customer experience—by using data to create insight, and providing your customers with peace of mind.
Posted: 25 Jun 2020 | Published: 28 Aug 2019

Verizon

Effective Sales Operations: Are We There Yet?
sponsored by Freshworks
WHITE PAPER: Access this white paper to learn the results of Forrester’s findings which includes barriers to SaaS CRM adoption, key challenges when using current SaaS CRM solutions, and 3 recommendations to successfully leverage SaaS CRM to achieve more effective sales operations and greater business benefits.
Posted: 10 Jun 2020 | Published: 10 Jun 2020

Freshworks
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