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	<title>RightNow Customer Experience Blog</title>
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		<title>Word of Mouth</title>
		<link>http://www.rightnow.com/blog/customer-voice/word-of-mouth</link>
		<comments>http://www.rightnow.com/blog/customer-voice/word-of-mouth#comments</comments>
		<pubDate>Mon, 09 Nov 2009 21:15:42 +0000</pubDate>
		<dc:creator><span property="dc:creator" resource="http://www.rightnow.com/blog/customer-voice/word-of-mouth">Greg Gianforte</span></dc:creator>
				<category><![CDATA[Voice of the Customer]]></category>

		<guid isPermaLink="false">http://www.rightnow.com/blog/?p=445</guid>
		<description><![CDATA[

Customer word of mouth (WOM) can build up or tear down your company.  And today, with each consumer empowered with social networking loudspeakers to broadcast their voice, the reach of every consumer has been magnified.  What consumers are saying about you has never been more important.
But, only two types of consumers take the [...]]]></description>
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		<title>Summit 09 Europe</title>
		<link>http://www.rightnow.com/blog/customer-experience-ideas/summit-09-europe</link>
		<comments>http://www.rightnow.com/blog/customer-experience-ideas/summit-09-europe#comments</comments>
		<pubDate>Thu, 05 Nov 2009 20:15:09 +0000</pubDate>
		<dc:creator><span property="dc:creator" resource="http://www.rightnow.com/blog/customer-experience-ideas/summit-09-europe">Jason Mittelstaedt</span></dc:creator>
				<category><![CDATA[Client Success]]></category>
		<category><![CDATA[Customer Experience Ideas]]></category>

		<guid isPermaLink="false">http://www.rightnow.com/blog/?p=441</guid>
		<description><![CDATA[
Wow, it has been an exciting two weeks.  We had a great Summit with our clients  at the Broadmoor in Colorado last week where we unveiled RigthNow CX, the customer experience suite.  As many of you saw, I had some fun with Dave Carrol, the United Breaks Guitars guy on stage as well and, thanks [...]]]></description>
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		<title>RightNow Unveils CX</title>
		<link>http://www.rightnow.com/blog/customer-experience-ideas/rightnow-unveils-cx</link>
		<comments>http://www.rightnow.com/blog/customer-experience-ideas/rightnow-unveils-cx#comments</comments>
		<pubDate>Wed, 28 Oct 2009 16:19:17 +0000</pubDate>
		<dc:creator><span property="dc:creator" resource="http://www.rightnow.com/blog/customer-experience-ideas/rightnow-unveils-cx">Greg Gianforte</span></dc:creator>
				<category><![CDATA[Customer Experience Ideas]]></category>
		<category><![CDATA[Executive Leadership]]></category>
		<category><![CDATA[News]]></category>

		<guid isPermaLink="false">http://www.rightnow.com/blog/?p=432</guid>
		<description><![CDATA[
Find more Summit 09 CX information below:

Keynote Video
Keynote Audio Recording
Keynote slides

]]></description>
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		<title>RightNow Summit 09</title>
		<link>http://www.rightnow.com/blog/customer-experience-ideas/rightnow-summit-09</link>
		<comments>http://www.rightnow.com/blog/customer-experience-ideas/rightnow-summit-09#comments</comments>
		<pubDate>Mon, 26 Oct 2009 21:52:57 +0000</pubDate>
		<dc:creator><span property="dc:creator" resource="http://www.rightnow.com/blog/customer-experience-ideas/rightnow-summit-09">Greg Gianforte</span></dc:creator>
				<category><![CDATA[Customer Experience Ideas]]></category>
		<category><![CDATA[Executive Leadership]]></category>

		<guid isPermaLink="false">http://www.rightnow.com/blog/?p=428</guid>
		<description><![CDATA[
]]></description>
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		<slash:comments>0</slash:comments>
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		<title>Social Networking ROI</title>
		<link>http://www.rightnow.com/blog/social-media/social-networking-roi</link>
		<comments>http://www.rightnow.com/blog/social-media/social-networking-roi#comments</comments>
		<pubDate>Fri, 23 Oct 2009 03:00:33 +0000</pubDate>
		<dc:creator><span property="dc:creator" resource="http://www.rightnow.com/blog/social-media/social-networking-roi">Greg Gianforte</span></dc:creator>
				<category><![CDATA[Social Media]]></category>

		<guid isPermaLink="false">http://www.rightnow.com/blog/?p=424</guid>
		<description><![CDATA[In my previous blog I wrote that online communities have hard ROI associated with them and are logical first steps in any social strategy. I’d like to expand on this and explain the six types of online communities I think will deliver the most significant return on investment for consumer-oriented organizations.
1.  Customer support communities
Most organizations [...]]]></description>
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		<slash:comments>4</slash:comments>
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		<title>Steps to Social Success</title>
		<link>http://www.rightnow.com/blog/social-media/steps-to-social-success</link>
		<comments>http://www.rightnow.com/blog/social-media/steps-to-social-success#comments</comments>
		<pubDate>Wed, 21 Oct 2009 18:58:24 +0000</pubDate>
		<dc:creator><span property="dc:creator" resource="http://www.rightnow.com/blog/social-media/steps-to-social-success">Greg Gianforte</span></dc:creator>
				<category><![CDATA[Social Media]]></category>

		<guid isPermaLink="false">http://www.rightnow.com/blog/?p=421</guid>
		<description><![CDATA[In my last blog on social networking and success, I mentioned that this groundswell of consumer empowerment is creating an opportunity for organizations savvy enough to benefit from it.  This entry provides a common sense, two-pronged approach to embrace the phenomenon and take advantage of the opportunity.
Step 1: Monitor conversations occurring on the social web.
I [...]]]></description>
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		<title>Social Networking = Opportunity</title>
		<link>http://www.rightnow.com/blog/social-media/social-networking-opportunity</link>
		<comments>http://www.rightnow.com/blog/social-media/social-networking-opportunity#comments</comments>
		<pubDate>Mon, 19 Oct 2009 20:58:53 +0000</pubDate>
		<dc:creator><span property="dc:creator" resource="http://www.rightnow.com/blog/social-media/social-networking-opportunity">Greg Gianforte</span></dc:creator>
				<category><![CDATA[Social Media]]></category>

		<guid isPermaLink="false">http://www.rightnow.com/blog/?p=418</guid>
		<description><![CDATA[In January, I wrote a blog about change creating opportunity, because I believe that massive change creates massive opportunity.  Over the past few years I’ve met individually with hundreds of executives tasked with delivering great customer experiences in over 300 firms.  One thing has become apparent: there is huge change underfoot, it is [...]]]></description>
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		<slash:comments>2</slash:comments>
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		<title>Innovation in Simplicity</title>
		<link>http://www.rightnow.com/blog/customer-centric-crm/innovation-in-simplicity</link>
		<comments>http://www.rightnow.com/blog/customer-centric-crm/innovation-in-simplicity#comments</comments>
		<pubDate>Fri, 16 Oct 2009 18:36:05 +0000</pubDate>
		<dc:creator><span property="dc:creator" resource="http://www.rightnow.com/blog/customer-centric-crm/innovation-in-simplicity">Greg Gianforte</span></dc:creator>
				<category><![CDATA[Customer-Centric CRM]]></category>

		<guid isPermaLink="false">http://www.rightnow.com/blog/?p=408</guid>
		<description><![CDATA[Ongoing thoughts about innovation

Innovation is a hot topic at RightNow and I was recently speaking with an employee about how she is thinking about innovation and applying it to her role at the company.
She said, “I’m often struck by the complexity of our business relative to our size relative to the simplicity of our mission. [...]]]></description>
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		<slash:comments>0</slash:comments>
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		<item>
		<title>Government Cloud Computing</title>
		<link>http://www.rightnow.com/blog/government/government-cloud-computing</link>
		<comments>http://www.rightnow.com/blog/government/government-cloud-computing#comments</comments>
		<pubDate>Tue, 13 Oct 2009 20:25:19 +0000</pubDate>
		<dc:creator><span property="dc:creator" resource="http://www.rightnow.com/blog/government/government-cloud-computing">Kevin Paschuck</span></dc:creator>
				<category><![CDATA[Government]]></category>

		<guid isPermaLink="false">http://www.rightnow.com/blog/?p=398</guid>
		<description><![CDATA[I recently met with Chris Dorobek of Federal News Radio to talk about cloud computing in government. We addressed tough questions like is the cloud “safe” enough for state, local and Federal agencies? Does it “make sense” for them to take advantage of the new AppStores that are popping up everywhere, like Apps.Gov? Is SaaS [...]]]></description>
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		<slash:comments>0</slash:comments>
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		<title>Constructive Dissent</title>
		<link>http://www.rightnow.com/blog/customer-centric-crm/constructive-dissent</link>
		<comments>http://www.rightnow.com/blog/customer-centric-crm/constructive-dissent#comments</comments>
		<pubDate>Mon, 12 Oct 2009 23:06:08 +0000</pubDate>
		<dc:creator><span property="dc:creator" resource="http://www.rightnow.com/blog/customer-centric-crm/constructive-dissent">Greg Gianforte</span></dc:creator>
				<category><![CDATA[Customer-Centric CRM]]></category>

		<guid isPermaLink="false">http://www.rightnow.com/blog/?p=384</guid>
		<description><![CDATA[Ongoing thoughts about innovation


I recently read Frances Horibe’s Creating the Innovation Culture: Leveraging Visionaries, Dissenters and Other Troublemakers in Your Organization and found the concept of dissenters particularly intriguing.
According to Horibe, one reason companies fail to innovate is because they don’t recognize and accept that innovation is disruptive and initially takes the form of dissent.  [...]]]></description>
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		<slash:comments>1</slash:comments>
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