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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 Reports
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CRM enters maturity as customer experience custodian
sponsored by ComputerWeekly.com
EGUIDE: CRM has a long lineage in enterprise software, starting with salesforce automation in the 1990s, Siebel being a big player back in the mists of time. These days, engaging with customers through every conceivable channel, and doing so by way of the cloud are the novelties of CRM.
Posted: 01 Jul 2021 | Published: 01 Jul 2021

ComputerWeekly.com

The 2021 Guide To Ecommerce
sponsored by Pivotree
WHITE PAPER: Access this white paper to learn the 5 critical components you need to win with ecommerce in 2021, including tips on cloud infrastructure agility, the importance of MDM, and more.
Posted: 14 Jun 2021 | Published: 14 Jun 2021

Pivotree

Donor-Centric Fundraising
sponsored by Salesforce
EBOOK: Nonprofit organizations are facing changing donor expectations, and it’s essential that organizations meet these expectations to continue achieving their core mission. Read this e-book to learn how can exceed donor expectations across their journey with your organization, attract new members, and earn the recognition your nonprofit deserves.
Posted: 14 Jun 2021 | Published: 14 Jun 2021

Salesforce

IDC MarketScape Worldwide B2B Digital Commerce Platforms 2020 Vendor Assessment
sponsored by SAP America, Inc.
EBOOK: PH
Posted: 07 Jun 2021 | Published: 07 Jun 2021

TOPICS:  CRM
SAP America, Inc.

How to Reach New Customers When You Cant Meet Them in Person
sponsored by SAP America, Inc.
EBOOK: PH
Posted: 07 Jun 2021 | Published: 07 Jun 2021

TOPICS:  CRM
SAP America, Inc.

Thriving on Customer Value The Sales and Service Imperative
sponsored by SAP America, Inc.
EBOOK: PH
Posted: 07 Jun 2021 | Published: 07 Jun 2021

TOPICS:  CRM
SAP America, Inc.

How Does an Engine Manufacturer Rev Sales Engines to Maximize the Customer Experience
sponsored by SAP America, Inc.
EBOOK: PH
Posted: 07 Jun 2021 | Published: 07 Jun 2021

TOPICS:  CRM
SAP America, Inc.

The Total Economic Impact of SAP Commerce Cloud And SAP Customer Data Cloud
sponsored by SAP America, Inc.
EBOOK: PH
Posted: 07 Jun 2021 | Published: 07 Jun 2021

TOPICS:  CRM
SAP America, Inc.

How Organizations Can Speed Digital Transformation and Simplify B2B Relationship by Utilizing Customer Identity and Access Management Solutions
sponsored by SAP America, Inc.
EBOOK: PH
Posted: 07 Jun 2021 | Published: 07 Jun 2021

TOPICS:  CRM
SAP America, Inc.

Deliver the predictable and profitable results your business needs
sponsored by SAP America, Inc.
EBOOK: PH
Posted: 07 Jun 2021 | Published: 07 Jun 2021

TOPICS:  CRM
SAP America, Inc.

Commerce Adapted for Resiliency and a Changing Economy
sponsored by SAP America, Inc.
EBOOK: PH
Posted: 07 Jun 2021 | Published: 07 Jun 2021

TOPICS:  CRM
SAP America, Inc.

The Connected Center: Deliver superior CX to boost contact center value
sponsored by Verizon
WHITE PAPER: The following document contains some market insights on how trends in mobile technology, data analytics and omnichannel marketing are shaping their operations, empowering agents and strengthening the CX. Access it today to learn how you can boost the value of your contact center with stronger, faster, and personalized customer support.
Posted: 19 May 2021 | Published: 19 May 2021

Verizon

Contact center workforce management: Best practices for shifting to remote work
sponsored by Verizon
RESOURCE: Many companies have struggled to shift contact center employees to a work-from-home model. Fortunately for you, remote contact center employees can actually improve the customer experience—with the right set of best practices. Read this article to discover how you can overcome the inevitable challenges of remote work and come out on top in the end.
Posted: 14 May 2021 | Published: 14 May 2021

Verizon

Student Experience
sponsored by Salesforce
VIDEO: Watch this short video to learn how you can meet the multifaceted needs of your students and improve their experience via personalized, high-quality communications at scale on Salesforce Education Cloud.
Posted: 13 May 2021 | Premiered: 13 May 2021

Salesforce

Advancement & Alumni Engagement
sponsored by Salesforce
VIDEO: Watch this short demo to learn how Salesforce can help you better understand and engage with your alumni and improve your institutional advancement.
Posted: 13 May 2021 | Premiered: 19 Jul 2019

Salesforce

A CRM needs assessment handbook
sponsored by Insightly
EBOOK: Choosing the best CRM requires research, planning, and stakeholder buy-in. Insightly put together this handbook to help you define your unique CRM needs and find the best solution for your business. Get your copy after a brief survey.
Posted: 07 May 2021 | Published: 07 May 2021

TOPICS:  CRM
Insightly

Digital experience focus broadens to encompass employees
sponsored by ComputerWeekly.com
EGUIDE: This e-guide to employee experience includes a podcast discussion about the evolution of employee experience management. Also, we explore how advanced companies are responding to skills shortages and millennial employee attitudes by listening harder to their workforces.
Posted: 06 May 2021 | Published: 06 May 2021

ComputerWeekly.com

Stories of CX Transformation
sponsored by Freshworks
EBOOK: Explore five inspiring stores of how the UK’s top retailers transformed CX and excelled amid disruption, in this eBook.
Posted: 14 Apr 2021 | Published: 14 Apr 2021

TOPICS:  CRM
Freshworks

AI And Customer Experience Keeping It “Intelligent” Without The “Artificial”
sponsored by ServiceNow
WHITE PAPER: Explore this ServiceNow white paper to learn how AI-assisted customer service is delivering real, tangible benefits, ranging from 40% reduced average handle time to employee cost reductions of up to $5 million.
Posted: 08 Apr 2021 | Published: 08 Apr 2021

ServiceNow

Making Sense of B2B Purchase Intent Data and Putting It to Use
sponsored by TechTarget
EBOOK: Simply adopting a CRM system doesn’t guarantee better customer relationships. The data you put into the system matters. In this e-book, Patricia Anton, founder of Anton Consulting, Inc. discusses how you can bring together data, human processes and technology to create a competitive advantage.
Posted: 07 Apr 2021 | Published: 07 Apr 2021

TOPICS:  CRM
TechTarget

Expert Insights: Using Chatbots in Customer Service
sponsored by TechTarget
RESOURCE: Developing an effective chatbot strategy is a complex process that requires some careful planning. In this e-guide, our experts walk you through what you need to know to succeed with chatbots – including best practices for creating chatbot scripts, evaluation metrics to measure performance, and more.
Posted: 01 Apr 2021 | Published: 02 Apr 2021

TOPICS:  CRM
TechTarget

TechTarget - A Guide To Courageous Leadership In Times Of Global Change
sponsored by Zoom Video Communications
WHITE PAPER: Zoom’s People Experience Team has created this guide to help you lead your team though the uncertainty and connect with employees in a way that will help them through this crisis. Download your copy to learn more.
Posted: 30 Mar 2021 | Published: 30 Mar 2021

TOPICS:  CRM
Zoom Video Communications

Predictive routing in action
sponsored by Genesys
WHITE PAPER: Your KPIs are the definition of your customer service success. It’s important to do all you can to drive business outcomes and meet—or exceed—performance expectations. That starts with using technologies like AI-powered predictive routing. Learn about predictive routing, and how it can help you deliver a top-notch CX in this brief.
Posted: 18 Mar 2021 | Published: 18 Mar 2021

TOPICS:  CRM
Genesys

Customer Operations of Dummies
sponsored by ServiceNow
EBOOK: Delivering high-quality customer service has always been important, but the challenges companies face today have made it imperative. People want great, personalized experiences, and strong customer operations is the best way to make that happen. Grab your copy of Customer Operations for Dummies to learn how you can get started.
Posted: 17 Mar 2021 | Published: 17 Mar 2021

TOPICS:  CRM
ServiceNow

8 Considerations for Exceptional Customer Engagements
sponsored by Genesys
EBOOK: The customer experience has never been more important to insurance agencies. In fact, it’s fast becoming the key to competitive advantage in almost every industry. Explore 8 crucial considerations for exceptional customer engagements, and tips for providing truly customer-centric experiences in this eBook.
Posted: 12 Mar 2021 | Published: 12 Mar 2021

TOPICS:  CRM
Genesys
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