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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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In the Words of Sage Intacct Hospitality Customers
sponsored by Sage
WHITE PAPER: Whether you operate multi-property hotels, restaurant chains, or other hospitality businesses, you need a sophisticated financial management system that will help you focus on better serving customers and growing your business, like Sage Intacct. Learn about Sage Intacct, and explore some reviews from real users, in this white paper.
Posted: 24 Feb 2021 | Published: 24 Feb 2021

TOPICS:  CRM
Sage

Delivering the Ultimate Customer Experience through Your Deskless Workforce
sponsored by Skedulo
WHITE PAPER: How can you ensure that you stand out among the crowd as a CX leader? Start by downloading this white paper, which explores how expectations have changed over the years, and provides a checklist for: fast booking, immediate feedback, and other CX elements.
Posted: 22 Feb 2021 | Published: 22 Feb 2021

TOPICS:  CRM
Skedulo

Intent Data: Unlocking Revenue Growth
sponsored by TechTarget
EBOOK: Download this TechTargt eBook to see how you can leverage intent data to achieve sales and marketing objectives in every stage of the sales funnel, and support a revenue-rich ABM strategy.
Posted: 19 Feb 2021 | Published: 19 Feb 2021

TOPICS:  CRM
TechTarget

Customer Service Complaints Management
sponsored by ServiceNow
EBOOK: Financial institutions work with people, sell products, provide services—and must invariably deal with customer complaints and allegations. Learn about Deloitte’s complaint management solution—powered by ServiceNow—and how it can help you better handle these, in this eBook.
Posted: 19 Feb 2021 | Published: 19 Feb 2021

ServiceNow

CloudCall’s guide to CRM systems and integrations.
sponsored by CloudCall Ltd
WHITE PAPER: Customer Relationship Management (CRM) is the natural cornerstone of many companies, as it’s used to manage and analyze customer interactions and data throughout the customer lifecycle. Use this guide to choose the right CRM integrations for your business. Download and save it here.
Posted: 19 Feb 2021 | Published: 19 Feb 2021

TOPICS:  CRM
CloudCall Ltd

Virtual showroom with extended functionalities and secure, automatic documentation
sponsored by ServiceNow
PRODUCT OVERVIEW: In this product overview, learn about ServiceNow’s new offering: The augmented reality showroom, and how it can help you share new products without having to travel, launch products faster, and more.
Posted: 18 Feb 2021 | Published: 18 Feb 2021

TOPICS:  CRM
ServiceNow

CX Market Leaders In Retail: A CX Network Guide
sponsored by Infobip
EBOOK: Research from global cloud communication solution provider Infobip discovered that almost a quarter (24%) of customers surveyed said receiving messages on their preferred channel would boost their likelihood to engage with a business. Download this eBook to explore more of Infobip’s findings and insights from Amazon, Apple and other retail leaders.
Posted: 18 Feb 2021 | Published: 18 Feb 2021

Infobip

6 Steps To Running A Successful Business In 2020 And Beyond
sponsored by 8x8, Inc.
EBOOK: In this guide, explore some of the areas you should focus to maintain a healthy business operation, and employee environment.
Posted: 16 Feb 2021 | Published: 16 Feb 2021

8x8, Inc.

Activated NPS Solution
sponsored by Alchemer
DATA SHEET: If you’re struggling to generate actionable insights from Net Promoter Score (NPS) feedback, you’re not alone—many organizations do. Fortunately, using a feedback collection solution like, Alchemer, can help. Read this data sheet to learn about Alchemer and how it can help you increase NPS by up to 15%, improve renewal rates, and more.
Posted: 16 Feb 2021 | Published: 16 Feb 2021

Alchemer

Becoming Customer-centric
sponsored by Alchemer
EGUIDE: Becoming customer-centric is a major goal of many organizations today. But what exactly does that look like? Download this eGuide to explore the 5 steps that can help you become a customer-centric organization.
Posted: 12 Feb 2021 | Published: 12 Feb 2021

Alchemer

Driving Customer Loyalty For Manufacturers
sponsored by ServiceNow
EBOOK: Digitizing the entire value chain can offer manufacturers a lot of benefits. But overcoming the challenges it takes to actually do that can feel impossible. See how ServiceNow can help manufactures get started in this eBook.
Posted: 09 Feb 2021 | Published: 09 Feb 2021

ServiceNow

Reimagining banking operations
sponsored by ServiceNow
EBOOK: Read this eBook to learn about ServiceNow’s Financial Services Operations solution and how it can help banks connect front, middle and back-end processes for a superior CX.
Posted: 09 Feb 2021 | Published: 09 Feb 2021

ServiceNow

Video: Customer Centric Transformation
sponsored by Alchemer
WEBCAST: To architect a truly customer-centric transformation, you need to collect and analyze customer feedback to better understand where improvements can be made. Watch this brief video to learn about Alchemer, and how it can help make that process easier—so you can focus on creating the optimal CX.
Posted: 08 Feb 2021 | Premiered: Feb 8, 2021

Alchemer

Building a successful client engagement strategy
sponsored by Cafex
WHITE PAPER: Clients expect a high level of communication and personalization from their advisors, and these demands have continued to grow throughout the uncertainty of COVID-19. Keeping up with these client expectations can be hard—especially when everyone is remote—but a collaboration platform, like Challo, can help. See how in this product overview.
Posted: 03 Feb 2021 | Published: 03 Feb 2021

Cafex

Improve the Contact Center Customer Experience with Digital Technologies
sponsored by ServiceNow
WHITE PAPER: While the contact center customer experience is generally better than ever, too many businesses are simply purchasing cutting edge solutions without a thoughtful technology strategy— a dangerous game to play. Access this expert guide to learn 4 steps to successful contact center technology implementation.
Posted: 26 Jan 2021 | Published: 22 Jan 2021

ServiceNow

4 Key Drivers of Change in Customer Experience
sponsored by ServiceNow
WHITE PAPER: Contact centers are no longer the unresponsive, slow, frustrating call centers of yesteryear. With the help of digital technologies, businesses are able to provide their consumers with new levels of support. Read on to learn 4 key trends, inside and outside the contact center, that are elevating customer experiences to new heights.
Posted: 26 Jan 2021 | Published: 22 Jan 2021

ServiceNow

Real-time analytics possible fuel for post Covid pandemic growth
sponsored by ComputerWeekly.com
EGUIDE: Real-time analytics promises the last word in business agility. There is obvious business value in being able to react immediately to changing patterns in customer behaviour or to prevent problems ahead of time, to give but two examples. And becoming more real-time could be an element in accelerating economic growth beyond the pandemic.
Posted: 18 Jan 2021 | Published: 18 Jan 2021

ComputerWeekly.com

Develop Consumer Apps with CRM Data
sponsored by Salesforce
VIDEO: In this 2-minute video, learn how to develop engaging consumer apps with CRM data. The Salesforce video breaks down the process into 3 easy to follow, easy to implement steps. Watch it here.
Posted: 15 Jan 2021 | Premiered: 15 Jan 2021

TOPICS:  CRM | CRM Software
Salesforce

Demand Sensing: Improving Inventory & Customer Fulfillment Levels
sponsored by NexInfo
CASE STUDY: Demand sensing is key to improving inventory and customer fulfillment levels. Just ask one manufacturer, who recently worked with NexInfo to replace E2Open with Oracle Demantra, to improve their demand planning process. Learn about the company’s experience working with NexInfo and the importance of demand sensing in this case study.
Posted: 28 Dec 2020 | Published: 28 Dec 2020

NexInfo

Disconnected Customer Experience
sponsored by Reltio
RESOURCE: Only 13% of customers feel like their digital and physical experiences are aligned. It’s something most organizations struggle with, so what can be done to unify the two? Grab a copy of this infographic to get tips on connecting your data and achieving a 360-degree view of your customers.
Posted: 21 Dec 2020 | Published: 21 Dec 2020

Reltio

The Contact Center Queue: Lessons from the Pandemic
sponsored by Easy On Hold
WHITE PAPER: This article highlights some of the biggest changes that occurred in the contact center in 2020, as well as the importance of using an on-hold solution to create an optimal experience for your customers. Download now to learn more.
Posted: 21 Dec 2020 | Published: 21 Dec 2020

Easy On Hold

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: 21 Dec 2020 | Published: 21 Dec 2020

ComputerWeekly.com

Compare the Capabilities of Legacy MDM Vs. Connected Customer 360
sponsored by Reltio
DATA SHEET: Having a 360-degree view of your customers is crucial to delivering the personalized, consistent experiences they expect. But if you’re using a legacy MDM, doing that can feel impossible. Learn how using a cloud-native data management platform can make it easier to create the experiences your customers want in this technology brief.
Posted: 18 Dec 2020 | Published: 18 Dec 2020

Reltio

2020 Media Consumption Series Infographic Pack
sponsored by ComputerWeekly.com
EGUIDE: Here they are, the final results of our 2020 Media Consumption Series all packaged together. We take a dive in to the who, what, why, where, when, and how the IT sector consumes all forms of digital media and more. Answering questions such as why sales reps with data driven intent get the best response rates and what subject lines get the open?
Posted: 15 Dec 2020 | Published: 15 Dec 2020

ComputerWeekly.com

COVID-19 Reshapes the Global Customer Engagement Landscape
sponsored by Vonage
WHITE PAPER: The consumer communications landscape has shifted so much this year that market research from January and February have some pretty big gaps. Vonage recognized that by re-running January surveys in August, they could measure exactly how COVID-19 has altered worldwide channel usages and preferences. Read the finalized report here.
Posted: 14 Dec 2020 | Published: 14 Dec 2020

Vonage
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