Customer Experience Management

Harnessing The Customer Revolution With The RightNow Customer Experience Management Solutions

Organizations interacting with today’s consumer are facing a rare combination of circumstances; sky-high expectations, unlimited options and the sweeping consumer empowerment driven by social networking have created a force unlike any we’ve experienced before.

After decades of being managed and forced to adapt to companies’ internal business processes, consumers have had enough. They are unleashing their power on the social web and it is rapidly gaining momentum. Businesses that ignore this and don’t look beyond internally focused customer management systems to externally focused customer experience management solutions will not survive.

To thrive, you must ensure each customer interaction is a positive experience; you must listen to your customers, respond to what they say and adapt to their changing needs and preferences. The following examines the power of this new generation of consumers, where traditional CRM falls short, and how CX  is uniquely designed to use consumer empowerment and insight as a competitive advantage to drive revenue.

Dawn Of A New Era: CX

CX is a revolutionary approach to delivering great customer experiences that create loyalty, grow sales and increase efficiency. CX is not a new name for CRM. It is built from the ground up for consumer organizations and puts customers at the center of the experience. CX marks the shift from internally focused solutions to customer experience management solutions that focus externally to deliver superior customer experiences.

RightNow CX delivers cloud-based customer experience management solutions that create the best experience for your customers-through the web, social and contact center. It is these three experiences, when executed well, that drive revenue and sustainable competitive differentiation.

Win With CX

The radical empowerment of the consumer, driven by the social web, is creating changes in business unlike any we’ve experienced before. To capitalize on this change, companies must engage with customers in a fundamentally different fashion. After decades of being managed consumers are rebelling. Today companies must listen to customers, engage with them proactively – wherever that might be – and do whatever it takes to ensure every interaction is a positive experience. To do this, you need RightNow CX.