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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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The Evolution of a Business System Hairball and How to Avoid It
sponsored by Oracle NetSuite
RESOURCE: Inside, learn more about a good old fashioned business system hairball, going from zero to 20+ systems in just a few years, and find out, how businesses can get their sales teams under control by investing in an ERP system.
Posted: 18 Jun 2018 | Published: 18 Jun 2018

Oracle NetSuite

Robotic Process Automation in the Contact Center: What to Automate, Where to Start
sponsored by Convergys
WHITE PAPER: Today, robotic process automation has come to customer care as a key enabling technology revolutionizing business processes, empowering employees and companies to deliver transformative customer experiences at a time when they need it most. Keep reading to uncover case studies, benefits and more.
Posted: 15 Jun 2018 | Published: 15 Jun 2018

Convergys

7 Features of a Better ECM Experience
sponsored by Enginess
EGUIDE: ECM systems must evolve in order to satisfy users and meet customer experience expectations. This expert guide provides 7 core capabilities of a modern ECM system to help you satisfy your users' customer needs.
Posted: 15 Jun 2018 | Published: 07 Jun 2018

Enginess

Evaluating Digital Transformation to Ensure Success
sponsored by Vitria Technology, Inc.
WHITE PAPER: A lot could go wrong when digitizing your organization. It's crucial to have a program in place that can monitor regular operations and ensure there are minimal interruptions. Tap into this asset to learn about a program designed to do exactly that, and much more.
Posted: 14 Jun 2018 | Published: 14 Jun 2018

Vitria Technology, Inc.

The Action Gap: What's Causing all the Disappointment in your Voice of the Customer Program and How to Fix it
sponsored by Convergys
RESOURCE: Today, most companies are failing to realize the payoff of their voice of the customer (VOC) investment. According to Forrester Research, VOC programs are still not taken seriously because they struggle to drive action and prove value. Keep reading to uncover 4 dimensions of your VOC program, the role of VOC software and more.
Posted: 13 Jun 2018 | Published: 13 Jun 2018

Convergys

Data Science and Machine Learning Vendor Review
sponsored by Alteryx
ANALYST REPORT: To help you decide on a data science and machine learning platform, Gartner evaluated 16 vendors. Discover how their offerings stack up on features such as ease of use and open-source support capabilities.
Posted: 13 Jun 2018 | Published: 22 Feb 2018

Alteryx

Self-Service Soars, Increasing Customer Satisfaction
sponsored by Convergys
RESOURCE: Customers want to interact with your company digitally 68% of the time, and they expect it to be quick and easy. As resounding 56% of customers select self-service options first for easy inquiries. Keep reading to learn about the key takeaways and find out how to make customer satisfaction results soar.
Posted: 13 Jun 2018 | Published: 13 Jun 2018

Convergys

Nimble Storage Tries Vertica Analytics
sponsored by Vertica
CASE STUDY: Nimble Storage found a way to increase ROI by 287% and receive average annual benefits of over $13 million. Explore this case study and discover how they did it by deploying an analytics platform – a platform that paid back its total cost in only 6 months.
Posted: 13 Jun 2018 | Published: 31 May 2017

Vertica

CX Extends Beyond the Initial Sale: The Business Case for a Seamless Customer Experience Management System
sponsored by Oracle Corporation
RESOURCE: A great CX develops strong lifetime customer relationships, which boosts the customer lifetime value (CLV) – providing a very high ROI on all monies spent on CX. Inside, find out why 86% of customers will pay more for a better CX and the features and benefits of engagement platforms.
Posted: 12 Jun 2018 | Published: 12 Jun 2018

Oracle Corporation

Drive Sales by Fostering a Loyal Customer Base: Personalization Technology is the Key to Building Customer Loyalty
sponsored by Oracle Corporation
RESOURCE: Today, your customers are in control. They choose when, where, and how much they purchase. If your SMB cannot earn their loyalty, they will do business elsewhere, and you will lose your most profitable customer segment. Read on to find out how to stay ahead of competitors with cloud-based loyalty and customer engagement platforms.
Posted: 12 Jun 2018 | Published: 12 Jun 2018

Oracle Corporation

Choosing a Sales CRM: 11 Factors That'll Help you Decide Easily, and Faster
sponsored by Freshworks
RESOURCE: If you've gone through the grind of picking a CRM, realizing it didn't fit, dusting yourself off and making a difference choice, keep reading to explore a cheat sheet to help streamline your CRM hunt.
Posted: 12 Jun 2018 | Published: 22 Aug 2017

Freshworks

9 Use Cases in Sales and How CRM Software Can Help
sponsored by Freshworks
RESOURCE: CRM software exists to help sales reps and managers meet sales needs irrespective of their complexity and magnitude. Inside, uncover 9 sales use cases and what CRM can do in each case.
Posted: 11 Jun 2018 | Published: 28 Mar 2018

Freshworks

Case Study: Developing an Interactive Social Engagement Platform
sponsored by Enginess
CASE STUDY: TD Bank needed an interactive social engagement platform for over 30,000 users. Discover how a content management service helped them accomplish this.
Posted: 11 Jun 2018 | Published: 11 Jun 2018

Enginess

Case Study: Mylan Mobile App
sponsored by Enginess
CASE STUDY: Mobile apps add another dimension for businesses success. In this case study, discover how Mylan incorporated a mobile app with the help of content management services.
Posted: 11 Jun 2018 | Published: 11 Jun 2018

Enginess

Embedding Analytics with Qlik
sponsored by Qlik
WHITE PAPER: In this white paper, learn how you can leverage embedded analytics to produce dynamic reports. Plus, discover 8 criteria of modern analytics platforms.
Posted: 11 Jun 2018 | Published: 31 Dec 2016

Qlik

8 Reasons Why you Should Move From Excel to CRM
sponsored by Freshworks
RESOURCE: Businesses around the world use CRM to create and nurture relationships with their leads, but others use it for marketing automation, and for sales teams to manage their business relationships. Keep reading to explore 8 capabilities that a CRM system can offer you that Excel can't.
Posted: 11 Jun 2018 | Published: 27 Sep 2017

Freshworks

A Collection of Business Analytics Customer Stories
sponsored by Splunk
RESOURCE: Disparate systems, siloed infrastructures and increasing volumes of data can make it difficult, costly and time-consuming to manage IT environments. But with the right tools, you can combat this problem. This resource takes you through 8 real-life business analytics use cases. Success stories include Domino's, Shazam, Unicredit and more.
Posted: 11 Jun 2018 | Published: 31 Dec 2017

Splunk

Computer Weekly – 12 June 2018: How National Geographic uses tech to captivate its audience
sponsored by ComputerWeekly.com
EZINE: In this week's Computer Weekly, we find out how the world-famous National Geographic magazine is adapting to the digital age and using technology to better engage its audience. We ask what Microsoft's $7.6bn acquisition of GitHub means for the open source community. And our latest buyer's guide looks at developer tools. Read the issue now.
Posted: 08 Jun 2018 | Published: 08 Jun 2018

ComputerWeekly.com

The Product Manager’s Guide to Email
sponsored by SparkPost
RESOURCE: Explore how email notifications and other app-generated email messages can help product teams building fast-growing services make the most of email in their products, and how product development teams can messages in their apps to nurture user engagement.
Posted: 06 Jun 2018 | Published: 06 Jun 2018

SparkPost

10 Steps to Great Email Deliverability
sponsored by SparkPost
RESOURCE: Tap into this resource for 10 best practices and key configuration steps to optimize your email deliverability and get your message out to the best audience.
Posted: 06 Jun 2018 | Published: 31 Dec 2017

SparkPost

Transactional Email Benchmark Report 2018
sponsored by SparkPost
ANALYST REPORT: Inside, uncover results from a survey conducted by SparkPost and view a snapshot of the state of transactional email in 2018, as well as 8 key findings and 5 core recommendations.
Posted: 06 Jun 2018 | Published: 06 Jun 2018

SparkPost

Banking Automation: Designing for a "No Touch" Experience
sponsored by IBM
WHITE PAPER: The banking industry is automating processes with AI, but are you? Discover the offerings AI provides for automating customer-focused business processes, including: customer intent predictions, analytical insights, and more.
Posted: 04 Jun 2018 | Published: 31 Dec 2017

IBM

Adform's Scalable Analytics Finds Value in Clients' Campaigns
sponsored by Micro Focus
CASE STUDY: Explore this success story as advertising technology platform, Adform, went from struggling to ingest massive data volumes to having a reliable and highly scalable analytics system.
Posted: 01 Jun 2018 | Published: 31 Dec 2017

Micro Focus

Spring Cleaning for Sales Reps: How to Declutter Your Tools and Applications
sponsored by Oracle Corporation
EGUIDE: New studies show that the abundance of sales tools that has negatively affected the output of sales departments. In this expert e-guide, learn why there can be too much of a good thing and why finding the right tool is just one part of making sure it fits with your sales strategy plan.
Posted: 01 Jun 2018 | Published: 30 May 2018

Oracle Corporation

The Future of E-Commerce and CRM
sponsored by Oracle Corporation
EGUIDE: Inside, learn about some trends vendors and analysts are predicting for the future of e-commerce and CRM, and explore key considerations when planning your CRM spend.
Posted: 01 Jun 2018 | Published: 30 May 2018

Oracle Corporation
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