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Customer Experience Blog

The Future of Consumer Care

Posted on June 23rd, 2009 by
Greg Gianforte

What will consumer care look like in 5 years? Here is what I think:
· The Need for Speed – Instant messaging, texting and twitter have all contributed to make consumers expect immediate responses to their questions. Consequently companies need strategies to address these rising expectations without driving up costs. The pace [...]


Government in a Social World

Posted on June 19th, 2009 by
Kevin Paschuck

Today, the U.S. military in Afghanistan is using Twitter to help counter Taliban propaganda, the city of San Francisco uses Twitter to allow citizens to report non-emergency issues such as pot-holes and the Centers for Disease Control and Response uses Twitter to help prepare for and respond to public health emergencies. As Twitter adds [...]


Customer Delight

Posted on June 3rd, 2009 by
Danamichele Brennen

At anytime, but especially during these current economic times, saving time, money and skilled employees is of paramount concern! In the area of Customer Service, saving all three is critical. Arguably, one of a company’s most valued assets is their customer service - whether first-, second- or third-tier, and making sure vendors, franchisees, [...]


Community Giving

Posted on May 18th, 2009 by
Greg Gianforte

In a recent conversation with Brent Leary and Paul Greenberg, I was asked “Why Montana?” I get this question a lot; Bozeman is not a typical location for a global business. I answered honestly, talking about the outdoors, hunting, fishing, hiking and camping. But, I forgot one important thing, the people in [...]


Minimizing the Distance

Posted on May 13th, 2009 by
Sanjay Dholakia

Today, the convergence of social networking trends with CRM is accelerating. Many business leaders have been caught off guard by the strong demand from their customers for social networking solutions that allow them to enhance customer service and improve their customer experience. The convergence has been so rapid, in fact, that many companies are [...]


  • Greg GianforteGreg Gianforte,
    CEO and Founder
    RightNow

    A serial entrepreneur, Greg founded RightNow in 1997 and took the company public in 2004 with one of that year’s most successful initial public offerings. Greg has grown RightNow to more than 700 employees worldwide and more than $100 million in revenue.

  • Kevin PaschuckKevin Paschuck,
    Vice president of Public Sector
    RightNow

    Kevin leads all RightNow sales activity which includes Federal Civilian Government, Department of Defense, Intelligence Community, Higher Education and State & Local Government. He has been a leader in information technology sales and sales management for more than 12 years.

  • Danamichele BrennenDanamichele Brennen,
    Guest Blogger
    Jackson Hewitt

    Danamichele is the Chief Technology Officer for Jackson Hewitt Tax Service, one of the nation’s largest tax preparation companies. She is responsible for overseeing all technology, technology strategic development and customer support.

  • Sanjay DholakiaSanjay Dholakia,
    Guest Blogger
    Lithium Technologies

    Sanjay Dholakia is the Chief Marketing Officer at Lithium Technologies, responsible for driving Lithium’s vision, go-to-market strategy, and customer acquisition programs.

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