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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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Gartner Peer Insights 'Voice of the Customer': CRM Lead Management
sponsored by Adobe
ANALYST REPORT: With all the CRM solutions on the market, it can be difficult to know which is best for you. Gartner aims to make that decision easier with their Peer Insights 'Voice of the Customer' report, which summarizes CRM product reviews from IT decision makers. Download a copy to see what customers ranked as the top choices.
Posted: 23 Oct 2020 | Published: 23 Oct 2020

Adobe

Case Study: Bandwidth Drastically Improves Webinar Performance with Predictive Audiences
sponsored by Adobe
CASE STUDY: As API platform provider, Bandwidth, grew, they began struggling with a common marketing challenge—reaching and exceeding goals without fatiguing the audience. To help address this issue, Bandwidth decided to implement Predictive Audiences by Adobe. Read this case study to learn about their experience and the benefits they achieved with Adobe.
Posted: 20 Oct 2020 | Published: 20 Oct 2020

Adobe

Making the cross-channel commitment
sponsored by Adobe
EBOOK: To reach customers everywhere — email, SMS, social, and more — you need a cross-channel marketing solution. But, before your organization says, “we do,” make sure you’re ready for the commitment. To find the right technology partner and ensure you’re ready, download this guide.
Posted: 19 Oct 2020 | Published: 19 Oct 2020

Adobe

Lenovo speaks fluent e-commerce with Adobe
sponsored by Adobe
CASE STUDY: When PC manufacturer, Lenovo, set a goal of doubling digital sales in three years, they knew it was time for a new technology stack and a company-wide change in culture. After some discussion, Lenovo decided to work with Adobe. Learn about the manufacturer’s experience and the benefits they achieved in this case study.
Posted: 19 Oct 2020 | Published: 19 Oct 2020

Adobe

Making it Count: Digital Transformation in the Face of a Crisis
sponsored by Adobe
CASE STUDY: For the U.S. Census Bureau, the strategy for 2020 was always focused on digital adoption and making it easier for people to self-respond with the first online census—it was just heavily accelerated with COVID-19. To help meet these goals in a shorter timeframe, the Census Bureau turned to Adobe. Learn about their partnership in this resource.
Posted: 16 Oct 2020 | Published: 16 Oct 2020

Adobe

Adobe Customer Showcase
sponsored by Adobe
CASE STUDY: What benefits could you achieve using one of Adobe’s solutions? Explore their customer success content library to see what some organizations have accomplished with their marketing & analytics, eSignature, and other products.
Posted: 16 Oct 2020 | Published: 16 Oct 2020

Adobe

Analyst report: Comparing the top digital experience platforms
sponsored by Adobe
ANALYST REPORT: Customers’ growing expectations for digital experiences make DXP adoption an urgent necessity for global organizations. This Gartner report will help application leaders responsible for digital experiences identify vendors suited to their needs. Read on to review a comparison of: Salesforce, Adobe, SAP and more.
Posted: 16 Oct 2020 | Published: 16 Oct 2020

Adobe

Exploring Experience as a Service with Genesys
sponsored by Genesys
WEBCAST: Watch this webinar to hear from 3 CX experts as they discuss: what experience means for customers, how expectations have changed, how technology helps address CX challenges, and more.
Posted: 15 Oct 2020 | Premiered: Oct 15, 2020

Genesys

UK Contact Centre Verticals: Retail & Distribution
sponsored by Genesys
RESEARCH CONTENT: “UK Contact Centre Verticals: Retail & Distribution” looks at the structure, growth, technology, HR and commercial issues found in contact centers within the UK retail & distribution sector. Download your copy to explore ContactBabel’s findings.
Posted: 14 Oct 2020 | Published: 14 Oct 2020

Genesys

Empathy in Customer Service
sponsored by Genesys
EBOOK: Recently, MyCustomer and Genesys commissioned Smart Survey to gather customers’ opinions on how well they think companies are responding to the need for empathy in interactions. Download this eBook to explore their results.
Posted: 13 Oct 2020 | Published: 13 Oct 2020

Genesys

How 12 Organizations in Australia and New Zealand Built Trust and Resilience
sponsored by Salesforce
EBOOK: Explore how 12 businesses in Australia and New Zealand have been successfully navigating through the pandemic with the help of Salesforce in this eBook.
Posted: 09 Oct 2020 | Published: 09 Oct 2020

Salesforce

6 Best Practices for Remote Contact Center Agents
sponsored by Avaya
RESOURCE: Download this infographic to explore 6 best practices that can help your contact center agents be successful when they’re working remotely.
Posted: 08 Oct 2020 | Published: 08 Oct 2020

Avaya

Enabling Intelligent Experiences for Customers and Employees
sponsored by Avaya
WHITE PAPER: Avaya’s approach to enabling intelligent experiences for customers and employees is built on 3 key concepts: Channel independence facilitates natural connections, enterprises serve customers, not “just” contact centers, and real-time insight, not data, drives right actions. Learn how you can get started in this white paper.
Posted: 07 Oct 2020 | Published: 07 Oct 2020

Avaya

You’ve Uncovered the Weak Spots in Your Omnichannel Approach: Now What?
sponsored by Comcast Business
WHITE PAPER: Download this white paper to explore insights and strategies that can help you pivot to digital business, navigate new work environments, and manage changing customer expectations amid uncertainty.
Posted: 07 Oct 2020 | Published: 07 Oct 2020

Comcast Business

Creating A New Customer Engagement Model for Retail
sponsored by TATA Communications
WHITE PAPER: Read this white paper to learn about Tata Communications Store at Home and how it can help you provide a digital experience that retains the best features of shopping in person while ensuring the health and safety of your customer and employees.
Posted: 06 Oct 2020 | Published: 06 Oct 2020

TATA Communications

The COVID-19 Response Playbook
sponsored by Salesforce
EBOOK: Based on the advice of global experts and the real experiences of their customers and partners, Salesforce developed this pandemic response playbook. The phased approach outlined in the next few chapters is designed to help you gain greater clarity and give your teams much-needed structure and guidance. Download your copy to get started.
Posted: 05 Oct 2020 | Published: 05 Oct 2020

Salesforce

Now could be the time to shift your contact center to the cloud
sponsored by Avaya
RESOURCE: With benefits like increased cost savings, flexibility, scalability and more, it’s not surprising that there’s been a steady rise in cloud contact center adoption. Read this blog post to explore some of the top benefits of shifting your contact center to the cloud.
Posted: 02 Oct 2020 | Published: 02 Oct 2020

Avaya

Master Data Management & CRM
sponsored by Ascention
WHITE PAPER: Building an accurate, holistic, and easy-to-use experience for your customers is a key goal of all organizations, ranging from retailers to government agencies. Read this short white paper to learn how to improve the customer experience with effective MDM.
Posted: 30 Sep 2020 | Published: 30 Sep 2020

Ascention

Evolving Persona Thinking to Win More Business
sponsored by TechTarget
WEBCAST: Join Megan Heuer and John Steinert in this webinar as they discuss how contact-level intent data can help you better recognize, engage and manage groups of people who are initiating a buyer’s journey in your target accounts.
Posted: 30 Sep 2020 | Premiered: Sep 30, 2020

TechTarget

AI isn’t Artificial in the Contact Center
sponsored by Avaya
RESOURCE: Contrary to its name, AI is anything but artificial; the technology enables contact centers to deliver more authentic and meaningful experiences than ever before. In one recent webinar, Avaya discussed the benefits of using AI before, during and after a customer interaction takes place. Explore the key takeaways in this blog post.
Posted: 30 Sep 2020 | Published: 30 Sep 2020

Avaya

The Essential Role of a Modern Contact Center
sponsored by Avaya
RESOURCE: The coronavirus pandemic has had lasting effects on the contact center. It’s motivated many vendors to shift focus and consider new areas of innovation. Explore Avaya’s take on how the contact center has—and will continue to—change as a result of digitization and business uncertainty in this blog post.
Posted: 30 Sep 2020 | Published: 30 Sep 2020

Avaya

Evolving your customer journeys to the next normal
sponsored by ServiceNow
EBOOK: Download this eBook to discover how to reinvent your customer journey for a new era of service expectations.
Posted: 29 Sep 2020 | Published: 29 Sep 2020

ServiceNow

How AI enabled this Fortune 500 company to improve its customer care interactions and operational performance up to 20%
sponsored by Fractal
RESOURCE: Read this brief case study to see how using Fractal's AI-powered tool, dCrypt, helped one Fortune 500 retailer improve their overall customer care operations framework, and customer experience—while improving operational performance by 20%.
Posted: 28 Sep 2020 | Published: 28 Sep 2020

Fractal

Not All Chatbots are Created Equal: The Intelligence Question
sponsored by [24]7.ai
EBOOK: Download this eBook for an in-depth look at the different types of chatbots available and their features.
Posted: 28 Sep 2020 | Published: 28 Sep 2020

[24]7.ai

Contact Center of the Future
sponsored by Avaya
RESOURCE: As the white-hot core of customer experience, the contact center needs to fundamentally evolve for organizations to remain competitive in an increasingly digital world. Read this blog post to explore the 5 essential features for the contact center of the future.
Posted: 24 Sep 2020 | Published: 24 Sep 2020

Avaya
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