News Article List

Article: 7 Ways To Streamline Student Services

In an effort to consolidate and efficiently manage recruitment and retention messaging across several regional campuses that comprise the school recently implemented a central knowledgebase system using the RightNow CX Cloud Platform.

Article: Case Study : Customer Service Platform Lifts ideeli's Conversion Rate

Since going live with its new CRM in May 2010, ideeli has lowered its live chat response time to an average of 15 seconds, decreased its customer service abandonment rate to under 2 percent and increased its first contact resolution rate for emailed...

Article: Cloud Computing At NIST - Are We Making Progress?

RightNow , helping rid the world of bad experiences one consumer interaction at a time, eight million times a day, has been chosen by Yahoo! to bring exceptional customer experiences around the globe.

Article: Using Mobile Apps to Help Your Agency Reach Its Goals

If you are a federal IT professional, you should become familiar with strategies to use smart phones to achieve your agencie's objectives.

Article: The Future Of Customer Experience As Illustrated By RightNow

Technologies such as mobile and social have been on discrete technology curves but as they reach a base level of maturity, discrete services will give way to more integrated experiences.

Article: Kevin Paschuck, RightNow Technologies: The Cloud's Impact On The Public Sector Experience

Kevin Paschuck, VP public sector, RightNow Technologies, discusses the benefits of the Cloud for customer experience in the public sector.

Article: Business Cloud Summit: Cloud And The Public Sector Experience

In the run up to this year's Business Cloud Summit , Kevin Paschuck, VP public sector, RightNow Technologies, discusses the benefits of the Cloud for customer experience in the public sector.

Article: Customer Management In One Place, RightNow

That hasn't been a problem at RightNow Technologies (RNOW), which provides cloud-based customer experience software and services.

Article: Customer Experience In The Cloud

As Ann All wrote recently, offering a consistent customer experience across multiple channels -- the Web, social networks and the contact center among them -- is becoming a competitive differentiator.

Article: 7 Ways To Streamline Student Services

In an effort to consolidate and efficiently manage recruitment and retention messaging across several regional campuses that comprise University College at Texas Tech University, the school recently implemented a central knowledgebase system using....

Article: University College Expands Student Services To Facebook And Mobile Devices

University College at Texas Tech University is using RightNow Technologies customer relationship suite to connect and provide services to students through Facebook and mobile devices.

Article: HauteLook Wants Chattier Live Chat Agents

Indeed, in analyzing customer survey data compiled through the RightNow software, HauteLook, No. 156 in the Internet Retailer Top 500 Guide has found that 90% of customer service phone sessions get a “satisfied” or “very satisfied” rating, compared with..

Article: Can Better Customer Experience Be Found In Cloud?

Can the cloud help companies break down these silos? Jason Mittelstaedt, chief marketing officer for RightNow Technologies, certainly thinks so.

Article: GovWin Recon: Sept. 30: OFPP Guidance To Reduce Duplicative Contracting; Snowe SmallBiz Contracting Guide; GovCon Cons Galore

Government Customer Service Improvements Needed [GovWin] – The Federal Customer Experience Survey [PDF] by RightNow Technologies and MeriTalk found that 79 percent of respondents think the government can further improve customer service, though agencies..

Article: Government Customer Service Improvements Needed

Americans report the biggest improvements in agency responsiveness and information consistency, where the percentage of very satisfied Americans grew from 27% to 39% and 24% to 35% over the past year.

Article: Roomba Robots Listen To Social Media

When iRobot customers air service and support complaints on social media, global technical support director Maryellen Abreu and her staff are listening and ready to respond.

Article: The New Look Of Loyalty

Loyalty has long been the ultimate aspiration of marketers and customer experience managers. But it remains ever elusive—difficult to get and even harder to keep.

Article: RightNow CX Harvests The Social Web

Agent Desktop Twitter Following tightly integrates with RightNow’s Intent Guide, which engages self-service consumers online, and the RightNow Knowledge Foundation, which combines collaborative knowledge management software technology with...

Article: RightNow Commends CLOUD2 Recommendations; Kevin Paschuck Comments

RightNow commends TechAmerica Foundation’s Commission on the Leadership Opportunity in the U.S. Deployment of the Cloud.

Article: “Ask Karen” Kim Taylor Director Of Web Services At USDA-FSIS

The interview is with Kim Taylor, Director of Web Services as the USDA FSIS and the company she used to give her an assist, Kevin Paschuck, V.P. Public Sector for RightNow Technologies.

Article: Latest Release Of RightNow CX Extends Customer Experience Suite

RightNow CX boasts new features, including Agent Desktop Twitter Following and tight integration between Intent Guide and the RightNow Knowledge Foundation.

Article: Uncle Sam At Your Service, But Are Agencies Doing Well At Pleasing You?

Meritalk and RightNow Technologies teamed up to find out where feds go wrong and how to improve on what's been done right.

Article: Virgin Media Focuses On Customer Service With RightNow

Built around software from RightNow, the Virgin Media employee services team, which incorporates benefits, payroll and people staff, is now solving 87 per cent of staff queries at the first time of asking.

Article: Shared Service Boosts Resolution Rates For Virgin Media

Software from RightNow has been used to join formerly disparate departments including benefits, people and payroll, creating a service desk which handles around 1000 phone calls and 3000 emails per week.

Article: Survey: Agencies Score Gains In Customer Service But Have A Long Way To Go

The study: "Uncle Sam at Your Service: The 2011 Federal Customer Experience Study," surveyed 1,000 Americans in July on their perception of government surveys.

Article: RightNow Federal Customer Service Survey Reveals Sector Highs And Lows

. The study, underwritten by RightNow Technologies, found that just 31 percent of Americans are very satisfied with Federal customer service, with four out of five Americans believing the Federal government can improve customer service.

Article: Specialized Bicycles Builds Brand Enthusiasts With Social Media

Specialized Bicycles, a cycling company with 24 subsidiaries worldwide, was able to srike a balance between marketing and customer support to enhance responsivness to social media mentions about its brand.

Article: The BTN Interview: RightNow Technologies

BTN speaks to Ian Tickle, who was recently appointed as vice president, EMEA, RightNow, to find out some of the latest challenges and trends for travel organisations looking to boost their mobile web presence.

Article: RightNow CEO On Improving The Customer Experience

The key focus for companies today, Gianforte told IDG Enterprise Chief Content Officer John Gallant in this installment of the IDGE CEO Interview Series, is dramatically improving the 'customer experience' ...

Article: The Practical Cloud: Compassion

Children’s charity Compassion cut nearly £300,000 costs in one year and increased donations, thanks to RightNow’s Cloud-based customer relationship management (CRM) solution.

Article: RightNow Powers Mobile Experiences For KLM

With RightNow CX, the customer experience suite, KLM is delivering dynamic support information to customers on its award winning mobile website.

Article: Sustaining Same Service Level Across Devices To Ensure Consistency In Brand Experience

The airline recently rolled out RightNow’s CX Intent Guide on its mobile website to deliver dynamic support information to customers.

Article: Org Chart: RightNow Fortifies Strategy To Focus On Influencer Outreach

About a year ago, RightNow moved away from its more traditional communications reporting structure, one with a media relations focus, to an influencer relations-based model, says CMO Jason Mittelstaedt, who heads up the department.

Article: Chat’s Customer Experience Promise

With such benefits as contact center deflections, increases in agent productivity, and gains in customer satisfaction, chat makes sound fiscal sense while serving as a tool to enhance the customer experience.

Article: RightNow Inks Pact With Sirius XM Radio

In a release, the Company said that RightNow CX is expected to enable SiriusXM to improve its customer experience across multiple interaction channels, while also realizing increased efficiencies and cost savings.

Article: RightNow Announces Quarterly Earnings Are Higher Than Expected

RightNow, a software company based in Bozeman, reported $54.8 million in revenue, bringing the company's total earnings for 2011 to $107.1 million and beating projections for the second-quarter report.

Article: The Art And Science Of The Online Apology

Companies have learned over the decades that customers can be mollified for just about any sin it might commit - except perhaps outright negligence - with a forthright apology.

Article: HauteLook Implements RightNow To Empower Shoppers In Multi-Channel Buying Experience

Flash sale retailer HauteLook has partnered with RightNow to amp up its customer experience by implementing the cloud-based RightNow CX suite.

Article: RightNow To Power Multi-Channel Customer Experiences For Sirius XM Radio Inc.

RightNow's Dynamic Agent Desktop is expected to empower SiriusXM's agents to deliver exceptional experiences across phone, email and chat interactions.

Article: Q&A: Jason Mittelstaedt, CMO Of RightNow

Jason Mittelstaedt, CMO of RightNow, a customer experience management (CEM) technology company, explains the distinction between CRM and CEM and why social media may never be a platform for direct marketing.

Article: BI: 'Voice Of The Customer' Programs Combine Feedback In One Place

Charming Shoppes launched a customer insights project to "deliver actionable customer and market research and analysis to the business," according to Jeffrey H. Liss, who headed up the initiative.

Article: RightNow Mobile Powers USDA Food Safety And Inspection Service Virtual Representative

RightNow, a provider of cloud based solutions, announced that the U.S. Department of Agriculture’s (USDA) Food Safety and Inspection Service (FSIS) has implemented RightNow Mobile to enable its new Mobile Ask Karen application.

Article: Who's In Charge Of The Customer Experience?

It's essential for most organizations today to have an executive in charge of the customer experience--a maestro who ensures that all elements of the customer experience work together to create a symphony instead of a cacophony.

Article: How To Secure Data In Cloud? Stick With It Like Glue.

Adobe ERM provides a layer of protection that is different from how encryption is traditionally implemented, he said.

Article: The Practical Cloud: Compassion

Children’s charity Compassion cut nearly £300,000 costs in one year and increased donations, thanks to RightNow’s Cloud-based customer relationship management (CRM) solution.

Article: Food Safety On-The-Go: RightNow Mobile, USDA Launch ‘Ask Karen’ App

RightNow Technologies, a customer solutions company, announced today the Department of Agriculture’s Food Safety and Inspection Service has implemented RightNow Mobile to enable its new mobile “Ask Karen” application.

Article: RightNow Wins Men's Wearhouse

Bozeman, Montana-based RightNow, the developer of software-as-a-service, customer service and support software, disclosed today that men's suit chain Men's Wearhouse has adopted its products.

Article: You Have The Staff For Social Customer Engagement

According to RightNow Technologies CMO Jason Mittelstaedt, what companies need to do instead is operationalize social engagement. "It's not about monitoring comments."

Article: Employees Are An Essential Source Of Customer Insight

Savvy companies are using innovative practices to collect, integrate, and leverage the feedback from both employees and customers to improve the customer experience.

Article: RightNow Benefitting From Cloud, Replacement Cycle

Greg Gianforte, chief executive officer of RightNow Technologies Inc., talks about the company's outlook, stock performance and business model. Gianforte speaks with Emily Chang and Cory Johnson on Bloomberg Television's "Bloomberg West."

Article: Gianforte Says RightNow Benefitting From Cloud Adoption: Video

Greg Gianforte, chief executive officer of RightNow Technologies Inc., talks about the company's outlook, stock performance and business model. Gianforte speaks with Emily Chang and Cory Johnson on Bloomberg Television's "Bloomberg West."

Article: How To Prepare For A Social Media Thrashing

The flipside of this immediate communication is that consumers are empowered to magnify their opinions online -- particularly complaints.

Article: Increasing Social Influence To Drive Fundraising Efforts

Today’s social networker is acutely aware that organizations regularly leverage social media sites such as Facebook and Twitter to increase brand or mission awareness and customer, member and donor loyalty.

Article: Service With A :)

Brian Curran, who was VP of customer experience at Best Buy before joining RightNow, says 98 percent of people surveyed in a Harris Interactive poll say they want to do business with the government online.

Article: Lots Of Energy At Interactive Intelligence’s Interactions 2011 Global User Forum

Today, Interactive Intelligence announced the upcoming availability of the company’s all-in-one IP communications software suite - Customer Interaction Center (CIC) version 4.0.

Article: Montana Innovative Companies

With RightNow, large consumer brands can increase customer loyalty through superior service, reduce operating costs leveraging software as a service, while increasing company sales.

Article: Choosing A SaaS Solution Vis A Vis The Government Mandated 25 Point Plan

All About the Cloud '11 - Pete Stoneberg.

Article: From The Editor: Bozeman Company Making Its Mark In Social Media

RightNow, one of the big success stories in Montana's homegrown high-tech sector, has invested heavily in software that aims to help its customers take advantage of the 600 million customers who use Facebook and other social media.

Article: Peer Power

Not only does Specialized keep an eye on blogs and social media sites like Facebook and Twitter by using RightNow Cloud Monitor software, but the company also created a support community and forum called the Master Link.

Article: RightNow Appoints Seasoned Executives To Drive Continued Growth Across Europe, Middle East And Africa

RightNow announced that former Omniture executive Ian Tickle has been appointed Vice President of Europe, Middle East and Africa (EMEA).

Article: Surviving Social Media "Chaos"

Speaking of opportunities, RightNow Technologies' public sector VP Kevin Paschuck sees a big one in President Obama’s April 27 executive order, which gives agencies 180 days to come up with a plan to raise their game in the customer service department.

Article: Sentiment Analysis Turns Social Media Into Customer Intelligence

For example, when a customer posts a complaint about one of iRobot Corp.'s vacuum cleaners on YouTube, RightNow's SmartSense cloud monitoring tool will automatically alert Maryellen Abreu, iRobot's global technical support team director.

Article: Survey Ranks Montana Internet Speed Last In Nation

"Connectivity is important to any business across the US. For Bozeman and the region that we work in and any of our clients, that can be a number one question is, 'Well, what is the speeds that we're going to be able to achieve for our data transmission."

Article: Social Networks And Retailers

Retailers would be wise to take the social sites seriously, as more and more consumers are using social networking services to contact retailers, according to Retail Week.

Article: Frustrated Shoppers? Social Media And Software Can Soothe Their Concerns

iRobot, uses a customer relationship management tool from RightNow Technologies to provide its outsourced call center agents with a single database that ties together a consumer’s interactions with the retailer regardless of whether the consumer call.

Article: DeVry Signs Enterprise-Wide Campus Licensing Agreement With RightNow

DeVry Inc. has signed an enterprise-wide campus licensing agreement to expand its use of RightNow covering more than 10,000 employees across 96 campuses.

Article: 14 Leading Social CRM Applications

The software, in use by many government agencies such as NASA, is available in multiple editions such as chat, standard, enterprise, and enterprise contact center suite.

Article: The Real Story

TheStreet.com, with over 9 million listeners, interviews RightNow CEO, Greg Gianforte, regarding breakout stocks.

Article: RightNow CEM Weaves Together Social, Business Interactions

To meet the growing demand for social CRM, RightNow (Nasdaq: RNOW) positions itself as a provider of "customer experience management" solutions, a term the company prefers to use, John Kembel, vice president of social solutions, told CRM Buyer.

Article: Data Relationship Management

The Air Force Personnel Center recently consolidated into one operation 85 human resources offices that had been dispersed throughout the bases, using CRM software from RightNow Technologies to manage the help desks in the contact centers; My SQL, an open

Article: RightNow Technologies Gets National Attention, Plans To Expand Locally

The Bozeman-based RightNow Technologies is working on a 25,000 square foot expansion to its Bozeman campus, and the new building is expected to accommodate 120 employees that will be hired over time, according to Greg Gianforte, the company's CEO.

Article: How To Respond To Facebook Attacks

Whether it's a full-blown page takeover by an environmental organization or multiple posts by a disgruntled customer, no brand is immune from people freely speaking their mind and bringing that dialogue to brands' Facebook pages.

Article: Open Text, RightNow Beat March Quarter Views

Open Text and RightNow reported better-than-expected results late Wednesday, as sales rose 24% for each, reflecting the need for clients to get a handle on the flood of data from mobile devices, social networks and cloud computing.

Article: Customer Experience Professionals Association Launches

CXPA will support the professional development of its members by providing research and education, establishing standards, offering networking and career opportunities, promoting the industry and creating a better understanding of the customer experience.

Article: Cashing In On Cloud Computing

RightNow Technologies CEO Greg Gianforte on the company's growth in providing cloud-computing technology for companies and organizations around the world.

Article: RightNow CEO Joins Cloud2 Council

RightNow Technologies announced today its founder and CEO, Greg Gianforte, will join the Commission on the Leadership Opportunity in U.S. Deployment of the Cloud council.

Article: More Reponsiveness Needed From Managers

A new study called "Citizen Engagement and Service in the Federal Space" shows that nearly all federal executives believe the government should be responsive to citizens, but less than half believe they're meeting that expectation.

Article: Press Release: Four RightNow Clients Win Gartner & 1to1 Media CRM Excellence Awards

RightNow announced today that four clients, BT Retail, Jackson Hewitt, J&P Cycles, and University of New England, received Gartner & 1to1 Media CRM Excellence Awards.

Article: RightNow CEO: “Pushing The Accelerator”

For the second quarter, RightNow sees earnings of 12 cents a share, a penny ahead of estimates, on $54 million in revenue, in-line with analysts’ forecasts. Full year revenue estimates of $226 million were also just ahead of the consensus.

Article: RightNow Technologies Earnings

RightNow awareness continues to grow and our momentum continues to build. Greg had a great interview on CNBC this morning, rivaled only by his time on air with Fox Business News last week.

Article: Breaking News (During The Last Month)! My Perspective…

RightNow Technologies acquired Q-Go, Sword Ciboodle had a round-table with customers and analysts during the Gartner event in LA, Zendesk did a lot of stuff ...

Article: Analysis: On Cloud 2: Making Fans Of Customers On Social Media

Instead of staying mum, Dell saw an opportunity in the frenzied online buzz to track what was being said about the notebook and gauge the level of potential users' expectations.

Article: Office Depot Unites European Customer Experience With RightNow

Global business services and suppliers specialist Office Depot is working with RightNow to optimise its contact centre operation and improve the customer experience through all contact channels.

Article: RightNow CEO Says Firm Lifted By Cloud Licensing

Sales growth at RightNow Technologies (RNOW) has averaged 23% the past three quarters, and CEO Greg Gianforte largely credits the company's new cloud services licensing scheme, which he says gives buyers more flexibility.

Article: J&P Cycles® Named 2011 Gartner, 1to1 Media CRM Excellence Award Winner Runner Up

J&P Cycles®, was awarded the Silver award in social engagement for their customer-centric approach of social media, and their innovative uses of new media in the 2011 Gartner and 1to1 Media CRM Excellence Awards, Americas region.

Article: Saving Taxpayer Dollars

Government agencies’ growing awareness that they can improve what IT delivers without spending more will be especially helpful in 2011 as IT budgets flatline before an expected return to more normal growth.

Article: J&P Cycles Named 2011 Gartner, 1to1 Media CRM Excellence Award Winner Runner Up

J&P Cycles was awarded the Silver award in social engagement for their customer-centric approach of social media, and their innovative uses of new media in the 2011 Gartner and 1to1 Media CRM Excellence Awards, Americas region.

Article: Social CRM Dominates Gartner 360 CRM Conference

Social CRM was by far the most dominant topic at the Gartner 360 CRM Conference in Los Angeles this week.

Article: Retention Vs. Acquisition – Social Media And Customer Experience

It was really interesting to hear why social media is firmly on the radar of the customer service and customer experience directors that were there.

Article: RightNow Adds Sensitivity To Social CRM

Recently, a customer was using the Navy Federal Credit Union ATM and encountered some difficulty with his account. Concerned, he whipped out his mobile device and tweeted to the world that he was having problems.

Article: RightNow CEO Says Firm Lifted By Cloud Licensing

Sales growth at RightNow Technologies (RNOW) has averaged 23% the past three quarters, and CEO Greg Gianforte largely credits the company's new cloud services licensing scheme, which he says gives buyers more flexibility.

Article: New England Automates Student Support

The University of New England (UNE) has launched an “automated wellness engine” in an effort to improve engagement with students.

Article: On The Imaging Executive Podcast: Turn An Unhappy Customer Into A Brand Advocate

On this episode of the Imaging Executive podcast, Brian Curran, vice president of RightNow — a company dedicated to ridding the world of bad consumer experiences — explains how.

Article: Specialized Drives Web Traffic

Specialized, designer and manufacturer of bikes, equipment, and apparel, uses RightNow solutions to differentiate against competition by delivering multi-channel customer experiences.

Article: RightNow Adds Sensitivity To Social CRM

Cloud Monitor is designed to listen to what customers are saying about a company on social media channels and then help the firm decide how or if it wants to respond.

Article: Sunny Skies For Cloud Computing

Cloud computing is the next frontier in information technology, driven especially by the Obama administration’s mandate that federal agencies transition to computing resources via the Internet.

Article: HR Technology In The Federal Workplace Conference April 4 - 6, 2011

The HR Technology in the Federal Workplace Conference will take place April 4 - 6, 2011 at the Marriott Wardman Park in Washington, D.C. Debuting in 2011, this is the only event delivering guidance on the range of technology options available to boost the

Article: Social Media Etiquette 101

While social media channels can help foster relationships, the slightest oversight can leave a negative impression. Avoid major blunders by understanding the basics of social media etiquette.

Article: New Study: 60% Of Federal Executives Recognize Citizens Are “Frustrated” With Government Customer Service

Despite efforts to enhance transparency and connect with citizens, this survey found that 60% of federal executives recognize that citizens are “frustrated” with government’s ability to engage and service the public.

Article: Cloud Computing Moves Into New Growth Phase

Web-based cloud computing is transforming how tech resources are bought and used. Cloud-based software makers should grow three to five times faster than traditional firms over the next several years, analysts say.

Article: Three Tips For Maintaining A Solid Voice-Of-The-Customer Program

In a recent issue, we discussed the importance of setting up a responsive social listening strategy, including addressing the voice of the customer (VoC). Here's a closer look at what that entails.

Article: E-Government Has Room For Improvement

If the US government wants to appear more transparent and responsive in the way it serves the public online, it's going to have to greatly improve its mobile and Web-based customer service, according to a new report.

Article: Federal Executives Feel Citizens Unsatisfied With Government's Service

An online survey commissioned by RightNow reveals that 60 percent of federal executives felt that the American citizens are frustrated with the US Government’s efforts in citizen service and engagement.

Article: Webinar: Exploring The Biggest Paradigm Shift In The History Of Customer Support & Service

How are support operations evolving to assist customers on their mobile devices and in social media environments?

Article: RightNow Customer University of New England Wins Award for Customer Experience In The 2011 Gartner And 1to1 Media CRM Excellence Awards, EMEA/APAC Region

As the Customer Experience category winner announced at an awards event staged in London, The University of New England successfully demonstrated to the judging panel how it has deployed a unified customer experience solution to provide outstanding...

Article: Retailer Follow Up On Negative Reviews Pays Off

In January 2011 among 1,605 online US adults who shopped online during the most recent holiday season, consumers who have a bad experience, will not come back.

Article: Kraft Collides With Bovine Blog Post On Twitter

Kraft Foods' playful Twitter campaign, "Mac & Jinx," helped push the phrase "Mac & Cheese" among the micro-blogging site's trending topics on Tuesday.

Article: SXSW Day Two: Social Media

The second day of my SXSW adventure began at the Street Food Fest, a gathering of several food trucks in a parking lot in the center of the city.

Article: SXSW RightNow QR Code Scavenger Hunt

RightNow have a great looking QR Scavenger Hunt at SXSW. Players start by finding RightNow runners (black t-shirts that say #theGame_SXSW on the front and with a QR Code on the back (images below) and then prove it by submitting a photo via Twitpic.

Article: 2.5 Minutes With Dave Carroll

Yesterday we were lucky enough to get a live performance from Dave Carroll, Canadian singer and songwriter. Dave’s is performing his popular song, “United Breaks Guitars,” for us.

Article: Reporting Back From SXSW – How Social Media Impacts Crisis Communications

Perhaps the highlight of SXSW for me was headlining the session titled Social Hotline: How Social Media Impacts Crisis Communications yesterday.

Article: 'United Breaks Guitars' Musician Now A Social Media Rock Star

Halifax native Dave Carroll generated more than 10 million hits on his “United Breaks Guitars” video. Now he's sharing lessons learned about social media crisis response and helping other businesses...

Article: Bull Horn: SXSW: Who Will Be Next?

Look ahead.

Article: Reports Find Consumers Back In The Market

A recent National Retail Federation report finds shoppers are headed back to stores while another report finds that consumers who were unhappy may be won back to an etailer from social media.

Article: Study Finds Social Media Can Win Back Unhappy Customers

According to the Retail Consumer Report, retailers are using social media channels to bring back dissatisfied customers.

Article: RightNow Releases CX Intent Guide

RightNow Intent Guide uses existing Web site technologies, as well as mobile and kiosk interfaces, to gather customer information for brands and marketers.

Article: RightNow's David Vap To Speak At SXSW

RightNow announced that Chief Solution Officer David Vap will lead an interactive session "Social Hotline: How Social Media Impacts Crisis Communications" at the upcoming South by Southwest (SXSW) Interactive Conference.

Article: The Country's CIO Says A Fourth Of Federal IT Spending Can Be Shifted To The Cloud

The federal chief information officer is aiming to shift about one-quarter of agencies' IT spending to cloud -- or Web-based -- computing, in an effort to make the government more efficient and to save money.

Article: Getting Systematic With Social

It's no secret: It definitely pays when companies monitor social media for consumers' negative comments about their brands. In many cases dissatisfied customers can be won back.

Article: Retailers Can Turn Social Media Pans To Praise—If They Respond

Retailers can’t give up on consumers who post negative reviews or comments on social networks such as Facebook, Twitter or Yelp. Rather, by listening and responding to those complaints merchants can turn disgruntled shoppers into brand advocates.

Article: Customers Will Give Companies A Second Chance, RightNow Consumer Report Says

A new consumer report by RightNow reveals that customers who have felt sufficiently slighted by a company will give the company a second chance if reached out to via social media.

Article: RightNow Moves Further Into Sales And Marketing With New Launch

RightNow Technologies has made its first foray into the sales and marketing arena with the launch of CX Intent Guide, a rebranded version of the Q-go.com natural language search technology that it acquired last month.

Article: Banks Trawl Computer Networks For Gold

A flurry of interest in customer relationship management in the financial sector has led to four key wins for RightNow in the last 12 months, including the sale of a tool which will let the Commonwealth Bank monitor customer commentary on Twitter and Face

Article: The 2011 Service Leaders

We present this year’s class of winners and leaders. Each leader is graded on three criteria—customer satisfaction, depth of functionality, and company direction—in seven categories of support and service.

Article: The 2011 Service Elite

Culled from an industry that abounds with outstanding service deployments, the following stories represent our fab four.

Article: Game Maker’s Social Media Customer Service Strategy Taps Self-Service, Marketing

Activision does, however, have some anecdotal evidence suggesting its efforts are paying off.

Article: RightNow Technologies (RNOW) Announces Quarterly Results, Beats Estimates By $0.01 EPS

RightNow Technologies (RNOW) announced its quarterly results on Wednesday. The company’s quarterly revenue was up 23.6% on a year-over-year basis.

Article: Yahoo! Selects RightNow And RightNow Agent Desktop Solution To Provide Superior Multi-Channel Support For Millions Of Customers

ISM Inc. has announced its Top 15 CRM Small & Medium Business Software Award winners and the StayinFront CRM solution, from StayinFront, Inc., has made the list. 2011 marks the sixth consecutive year the solution has made ISM's list.

Article: Who is Leading in Social CRM?

According to Gartner, social CRM will be a $1 billion subsector of the CRM market by the end of this year.

Article: Companies Must Become Facebook ‘Fans’ To Drive Better Consumer Interactions

New research reveals that while consumers are seeking closer, socially enabled interactions with companies, what they receive is vastly different from what they expect.

Article: Study Urges Retailers To Use Social Networks

New research from RightNow, launched late last week, has revealed that while consumers are seeking closer, socially enabled interactions with retailers, what they receive is vastly different from what they expect.

Article: 'White Glove’ Service To Define Future Call Centres

Contact centre staff will soon fulfil a front-of-house, concierge role, offering consumers a personal service as shopping and support moves increasingly to the web.

Article: Yahoo! Selects RightNow And RightNow Agent Desktop Solution To Provide Superior Multi-Channel Support For Millions Of Customers

RightNow , helping rid the world of bad experiences one consumer interaction at a time, eight million times a day, has been chosen by Yahoo! to bring exceptional customer experiences around the globe.

Article: RightNow Helps Match.com Customers Find Love

RightNow, the customer experience suite, is assisting Match.com, an online dating service, to offer outstanding customer support via the phone, Web and social networks, while reducing incoming customer inquiries.

Article: RightNow Technologies Announces Quarterly Results, Beats Estimates By $0.01 EPS

RightNow Technologies (RNOW) announced its quarterly results on Wednesday.

Article: NASA Adopts RightNow Cloud Service For Shared Services Center

NASA Shared Services Center is using RightNow CX as part of its cloud effort to improve the Website experience as well as to cut costs for maintaining live phone operators.

Article: NASA Employs RightNow Cloud For Support Center

NASA is now using the RightNow Technologies' Secure Government Cloud to run its NASA Shared Services Center, a public/private partnership with Computer Sciences Corp.

Article: NASA Employs RightNow Cloud For Support Center

InformationWeek: NASA has moved its citizen-support center to the cloud to cut costs by reducing call-center inquiries.

Article: NASA Adopts RightNow Cloud Service For Shared Services Center

NASA Shared Services Center is using RightNow CX as part of its cloud effort to improve the Website experience as well as to cut costs for maintaining live phone operators.

Article: RightNow Provides NASA Shared Services Center With Secure Government Cloud

RightNow announced that the NASA Shared Services Center (NSSC) is live within the RightNow Secure Government Cloud.

Article: NASA Saves On Self-Service Call Center

NASA has put its Shared Services Center website into a secure government cloud to reduce call center inquiries and improve operational efficiencies.

Article: NASA Adopts RightNow Cloud Service For Shared Services Center

NASA Shared Services Center is using RightNow CX as part of its cloud effort to improve the Website experience as well as to cut costs for maintaining live phone operators.

Article: NASA Employs RightNow Cloud For Support Center

The space agency has put its Shared Services Center online to cut costs associated with handling inquiries via a call center.

Article: CRM Vendor RightNow Acquires Q-go.com

CRM vendor RightNow has agreed to buy Q-go.com, a vendor of natural language-based search software, for US$34 million in cash, the companies announced Tuesday.

Article: RightNow Acquires Natural Language Search Company Q-go For $34 Million

Customer service experience company RightNow has acquired the Dutch natural language search company Q-go for $34 million according to a news release this morning.

Article: 1-RightNow Technologies To Buy Dutch Co, Ups Q4 View

Software maker RightNow Technologies Inc (RNOW.O) said it would buy privately held Q-go.com B.V. for about $34 million in cash to strengthen its services and raised its fourth-quarter outlook.

Article: RightNow’s Acquisition Of Q-go Places Value On Understanding Intent

In doing so, RightNow brings in-house, as well as into the RightNow CX Cloud, the ability to infer (they say “recognize”) the intent of a customer or prospect, by soliciting natural language input directly from a “search box” on the company Home Page.

Article: RightNow Acquires Natural Language Search Company

RightNow plans to add the search capabilities to its CX Web CRM (customer relationship management) software package, the company said.

Article: RightNow Swoops For Natural Language Search Software Provider

RightNow Technologies has signed a definitive agreement to purchase natural language search software provider Q-go.com in a move that it hopes will open up sales opportunities with new and existing customers.

Article: Q-go To Go To RightNow

RightNow has signed a definitive agreement to acquire Q-go.com, a Holland-based natural language search provider, for approximately $US34 million.

Article: RightNow Acquires Natural Language Search Service Firm Q-go

RightNow has signed a definitive agreement to acquire Q-go.com, a natural language search service provider.

Article: RightNow Acquires Natural Language Search Company

CRM vendor RightNow has agreed to buy Q-go.com, a vendor of natural language-based search software, for US$34 million in cash, the companies announced Tuesday.

Article: RightNow Buys Q-Go For $34M

Bozeman, Montana-based RightNow, the developer of customer relationship management (CRM) software, said Tuesday afternoon that it has acquired European software firm Q-Go.

Article: What You Need To Know

Customer service company RightNow has acquired Q-go, a natural language search provider, for $34 million in cash.

Article: RightNow Acquires Q-go To Improve Customer Service With Natural Language Search

http://venturebeat.com/2011/01/19/rightnow-acquires-q-go-to-improve-customer-service-with-natural-language-search/

Article: RightNow Agrees To Buy Q-go, Boosts 4Q Outlook

Software maker RightNow Technologies Inc. has agreed to buy the Dutch search engine Q-go.com BV for $34 million in cash, and lifted its outlook for the fourth quarter.

Article: RightNow Acquires Natural Language Search Firm Q-go

CRM vendor RightNow has agreed to buy Q-go.com, a vendor of natural language-based search software, for US$34 million in cash, the companies announced Tuesday.

Article: RightNow To Acquire Q-Go For $34M, Boosts 4Q View

RightNow Technologies Inc. (RNOW) agreed to acquire online-search technology company Q-Go.com BV for $34 million in cash, as the consumer-service software provider also raised its fourth-quarter outlook.

Article: RightNow To Acquire Natural Language Search Firm

RightNow Technologies yesterday acquired Q-go.com, an Amsterdam-based natural language search engine for $34 million in cash.

Article: 3-Deals Of The day -- Mergers And Acquisitions

Software maker RightNow Technologies Inc (RNOW.O) said it would buy privately held Q-go.com B.V. for about $34 million in cash to strengthen its services.

Article: Rethinking The Web Customer Experience

That’s why the $34 million acquisition of Q-go.com B.V., a leading natural language search provider, by RightNow Technologies, a provider of customer experience and support applications, is worthy of some attention.

Article: RightNow Acquires Q-go

RightNow yesterday signed a definitive agreement to acquire Q-go.com, a natural language search solutions provider, for $34 million.

Article: Single Customer View: Dream Or Reality?

The single customer view has long been the Holy Grail for businesses, but for many it is no more than a dream.

Article: Montana: The Big Sky's The Limit

Whether it's mining, creating energy or providing the ultimate outdoor escape, Montana dreams big and delievers.

Article: RightNow Helps Federal Government Shift To Cloud

In a release dated Jan. 4, the Company said RightNow CX, the customer experience suite, can assist government agencies in meeting Federal CIO Vivek Kundra's new plan to reform federal information technology management.

Article: Taxpayers Demand CRM

Without the resources to efficiently tackle every taxpayer dispute, government has concentrated on beefing up self-service options.

Article: Thundering Into Social Media

For John Parham, social CRM had a different meaning when he started J&P Cycles out of the back of his van 30 years ago.

Article: CRM Expert Predictions For 2011

It's clear that CRM practitioners can look forward to a heavy dose of social CRM, mobile requirements and a continued emphasis on the customer experience.

Article: Customer Strategy Trends To Watch In 2011

1to1 Media asked a number of industry insiders what customer strategy trends would make the biggest impact in 2011. Here are their predictions.

Article: ATG Marketing Chief Cliff Conneighton: Good CRM Requires Single Focus

RightNow's move would not stiffen the competition. In fact, they believed Salesnet's inward-focused orientation on sales would distract RightNow from its focus on outward-oriented customer service products.

Article: Citizen CRM: Treating Taxpayers Like Customers, Part 2

Government agencies are catching on to the need for CRM and other technologies.

Article: Cisco and Salesforce.com Get Connected

The communications infrastructure vendor and the on-demand CRM provider announce Unified CallConnector, strengthening the companies' partnership.

Article: Chief Supply Fires Up Sales With E-Newsletters

In 2004, Chief embarked on an e-mail marketing campaign to build stronger, more profitable relationships with the customers

Article: Chat chops time out of services

Companies can't afford high levels of customer churn, especially when an economic crisis is doing serious damage to the bottom line. One company - albeit in the background - helping others cut and contain costs is RightNow,

Article: Charles Tyrwhitt enhances customer experience with RightNow

Charles Tyrwhitt has implemented an on-demand customer relationship management (CRM) solution from RightNow, designed to provide consumers with 24-hour access to information on items such as delivery timeframes, returns policies and clothing alterations.

Article: CBS Interactive Benefits from RightNow Tech's CRM Solution

CBS Interactive, the web’s eighth most popular destination, uses RightNow Technologies On Demand CRM solution, and it is paying off handsomely. Since implementation, CBS Interactive has seen measurable improvement in its business.

Article: Cast a Narrow Net

Marketers can't afford to target every fish in the sea. With better aim and finely honed tools, they can take more time to invest in their customer relationships to create highly compatible lists.

Article: Case study: University of Memphis

The decision to employ RightNow came as university wrestled with the need to answer and handle phone calls from students and prospective students.

Article: Case study: Thomas Cook improves customer service

The travel group's "Ask Thomas" portal will support 17,000 users by delivering up-to-date information

Article: Case Study: How TD Banknorth Overhauled Online Customer Service

TD Banknorth has decided to overhaul its online customer service system, including e-mail.

Article: Canberra Institute of Technology deploys RightNow CRM

Training institution The Canberra Institute of Technology (CIT) has deployed RightNow's on demand CRM solution to provide an enhanced student support service.

Article: Can You Hear Me Now?

New technologies are beefing up call centers and other customer service operations.

Article: Can CRM Cost You Customers?

Gianforte talked about how companies that misuse CRM technologies could "strip mine" their customers instead of creating long-term relationships.

Article: Can Cloud Computing Get "Army Strong"?

RightNow Technologies unveils high-security software-as-a-service capabilities compliant with the Department of Defense's standards.

Article: Cabela's Connects with Customers Online

Cabela’s uses RightNow On Demand customer relationship management (CRM) to chat and connect with customers online.

Article: Cabela's Chats and Connects With Customers Online

Cabela’s uses RightNow On Demand customer relationship management (CRM) to chat and connect with customers online.

Article: Businesses use Twitter to communicate with customers

When a Stanley Cup broadcast suddenly went black in late April, many Comcast subscribers simply scooted to Twitter to find out why.

Article: Businesses Get Serious About Software As A Service

InformationWeek Research finds companies using the delivery model for a wider variety of applications.

Article: Businesses Get Serious About Software As A Service

InformationWeek Research finds companies using the delivery model for a wider variety of applications.

Article: Businesses get serious about software as a service

InformationWeek Research finds companies using the delivery model for a wider variety of applications.

Article: Building the Social Customer Service Experience

Over the next couple of years, more and more companies will take the plunge into delivering a more "social" customer service experience, to better engage with customers while also improving efficiency.

Article: BT.com uses RightNow on demand CRM

RightNow Chat can help improve contact centre productivity by enabling BT Business agents to serve several customers at a time through simultaneous chat sessions.

Article: BT.com uses RightNow on demand CRM

RightNow Chat can help improve contact centre productivity by enabling BT Business agents to serve several customers at a time through simultaneous chat sessions.

Article: BT updates self-service tech

Telco replaces incumbent system to power contact centres

Article: BT to Boost Online Customer Support

British Telecommunications, in a deal with software company Right Now, will pump millions into an upgraded online customer service system

Article: BT Retail commits to large-scale RightNow contract

BT Retail is ditching several customer service management systems in favor of extended use of RightNow Technologies' on-demand service in a bid to integrate its online customer service operations.

Article: BT Retail commits to large-scale RightNow contract

BT Retail is ditching several customer service management systems in favor of extended use of RightNow Technologies' on-demand service in a bid to integrate its online customer service operations.

Article: BT puts live chat on support site

BT Business has added an online chat service to its support website, based on technology from software as a service supplier RightNow.

Article: BT gets chatty with business customers

BT is using instant messaging (IM) technology to allow its business customers to contact its customer service team.

Article: Customers report frustrations when booking online

Travel companies may be losing out on online bookings due to consumer frustration with the experience, according to a new survey of 1,000 Britons.

Article: Customer service complaints soar

Businesses that do not respond to emails are becoming an increasing irritation

Article: CRM Vendor RightNow's Telecom Support Picked by Helio

Helio, a mobile service provider in United States, announced today that it’s selected “RightNow Telecom,” RightNow Technologies’ on-demand CRM product for telecommunications companies.

Article: CRM in action: TomTom steers the way to SaaS

Satellite navigation device firm TomTom recently migrated from on-premise to on-demand - and insists it has no desire to go back to the old order.

Article: CRM in action: BA tackles terrorist pressures

When new passenger regulations were implemented 18 months ago, BA prepared itself for a surge in contact from concerned customers using RightNow.

Article: CRM helped BA survive strike action

CRM helped BA survive strike action

Article: CRM from RightNow, February '08 Release Announced

This version, company officials say, offers "a new contextual workspace" as well as topic monitoring capabilities to help "understand customer sentiment."

Article: CRM from RightNow Reeled In by Cabela's

Cabela’s has announced the adoption of RightNow Technologies on demand customer relationship management for customer service.

Article: CRM Forecast 2009: Looking Back - Not Bad, Not Great

Without much further ado, let's take a holiday look at how my 2009 forecast turned out after all

Article: CRM for Retailers from RightNow Enhanced

RightNow Technologies has announced enhancements to RightNow Retail, its on-demand CRM product tailored for retailers.

Article: CRM for Enterprise from RightNow Wins Industry Award

RightNow Technologies has won the SearchCRM.com 2007 Product of the Year award recipient

Article: CRM failing to satisfy UK customers

UK companies are still struggling to retain customers as poor service, with endless waits on the telephone cited as major reasons for customers to move, a major survey has revealed.

Article: CRM failed because

The CRM market has seen its share of hype, disappointment and recovery.

Article: CRM Coverage at RightNow Summit ‘09: What You Need to Know

CRM magazine will be on the scene at this year’s RightNow Summit, RightNow Technologies’ annual user conference, in Colorado Springs, Colo.

Article: CRM breaks out

The days of the monolithic, high-risk CRM implementation seem long gone, but in fact such projects were the rage until just a few years ago. You still see them from time to time, as in Telecom's Siebel project that aims to transform the business

Article: CRM and RNOW hook onto Social Networking

Worldwide CRM market revenue was up 12.5% to $9.15 billion in 2008

Article: CRM and Obama, CRM in the Gulf, LS2 and Microsoft ERP, OSA Elections, Nexendi's ERP, NetSuite's Virginity

According to company officials, Democratic Presidential candidate Barack Obama’s campaign is using RightNow Technologies’ CRM.

Article: Corda: Eastward Ho! For CRM BI Seller

Salt Lake City-based Corda Technologies, Inc. has announced the expansion of its sales and technical support team with the addition of three new sales offices.

Article: Cooking up success: Grill maker cuts call-center volume, customer complaints with CRM

Meco, Corp., an outdoor grill manufacturer learns the lesson of the boomerang effect and implements a CRM system to help directly market to the end-user.

Article: Contact Center Surveying Is Essential

The surveying market may be fragmented, but that doesn't diminish its importance.

Article: Consumers twice as vocal about bad customer experiences than they are good ones

According to the third annual Customer Experience Impact Report, a study sponsored by RightNow® Technologies and conducted by Harris Interactive®, outstanding service remains the top reason consumers will recommend a company

Article: Consumers spurn company 'churn and burn'

Consumers yearn for companies with a brain, and happily spurn those whose only true speciality seems to be poor customer service.

Article: Consumers Gone Mad

Poor customer service seems to be getting worse, but it depends on where consumers live in the U.S. that determines how they react to bad service.

Article: Consumers demand better customer service

Results from RightNow's study of consumer spending and expectation during the current credit crunch.

Article: Consumer frustration leads to lost sales for Great Britain's e-retailers

Online retailers in Great Britain lost sales during the 2007 Christmas shopping season because consumers had difficulty in finding product and delivery information.

Article: Consumer Electronics Gets CRM RightNow

While many enterprise CRM buyers in the past have regretted over-customizing, providing an industry-specific version as a starting point can go a long way."

Article: Consistent customer service still an elusive goal

Managers say the best contact centers have service-oriented workers and automation.

Article: Commence Corporation Advocates CRM SaaS

The introduction of software as a service, (SaaS) pioneered by companies like SalesForce.com, NetSuite, and RightNow Technologies has inspired more businesses to move forward with CRM.

Article: Colorado tax site eases e-mail burden

Technique | Colorado Department of Revenue seizes control of an avalanche of customer e-mails

Article: Cloud 9 for enterprise or a clouded vision?

In his book, Living on the Fault Line, Geoffrey Moore states that in order to be successful, companies should concentrate on their core activities and outsource all other activities.

Article: Churn and burn retailers leave customers fuming

According to a new online satisfaction report released yesterday, more than half surveyed have ceased buying products and services from a company due to poor customer service.

Article: Chris Sortzi, VP Public Sector, RightNow Technologies

In the following Q&A, Sortzi discusses how RightNow has been able to create a market presence in the delivery of CRM solutions — and see a client renewal rate of over 90 percent.

Article: Choosing the Right Solution Will Bring Your Institution's CRM Strategy to Life

The right CRM solution can deliver great constituent experiences across the student lifecycle to attract applicants, retain active students, and maintain relationships with alumni.

Article: CustomerThink Showcase Innovation at Work

Check out RightNow Technologies Solutions Consulting Manager, Patricia Guerrero in Next-Generation Customer Service with Web 2.0 and Social Technologies webinar.

Article: Customers sick of poor service - literally!

Almost half of UK consumers say that they have been made physically ill by poor customer service.

Article: Customers demand better service

Customers are expecting higher quality service than ever in spite of the current credit crunch, according to new research.

Article: Customer-focused CRM

Jason Mittelstaedt - VP Marketing, RightNow Technologies

Article: Customer-centric CRM from RightNow

RightNow positions its CRM solutions as being developed from the customer’s perspective while many of the other CRM vendors design their tools from the sales person’s perspective.

Article: Customer Service: Old Technology is Often the Best

Businesses looking to cut costs should think twice before they make changes that could lead to lower-quality service. People are more likely than ever to spread the word after a bad customer-service experience.

Article: Customer Service On Steroids

The lines are blurring inside big companies between customer service and sales roles. Greg Gianforte's Web software firm, RightNow Technologies, is sparking the change and reaching across tweets, chat rooms and blog posts to see what people are saying

Article: Customer Service Leaders Genesys and RightNow Deliver Integrated Solution for Customer Interaction Management, Voice Self-Service and Multi-Channel Contact

RightNow Technologies and Genesys Telecommunications Laboratories Inc., will deliver a joint offering that will be available by the end of May.

Article: Customer Intelligence: Marketing Automation: What Do We Do Now?

Many companies need to pay close attention to this aspect of their business and the associated software solutions for a variety of reasons.

Article: Customer Intelligence Drives Robot Sales

Collaboration and data-sharing to keep your enterprise running smartly

Article: Customer Experience: Lifeboat for Today’s Economy?

In its third year, the study finds that the experience is becoming more important as consumers continue to demand the service bar to be raised.

Article: Customer Experience: Frequent Questions Need New Answers

TD Banknorth is among the banks working to improve answers to common customer queries. The first step is updating the questions themselves.

Article: Customer experience still bad, says RightNow

Customers are still having a bad time dealing with organisations

Article: Customer Experience -- EMEA/APAC winner: PhotoBox

Article: Cultivate An On-Demand Workforce Through On-Demand Technology

How hosted tools foster a culture of flexibility, and are driving the emergence of at-home agents, in today's call centers.

Article: Cultivate An On-Demand Workforce Through On-Demand

How hosted tools foster a culture of flexibility, and are driving the emergence of at-home agents, in today's call centers.

Article: CRM's RightNow Places In Fastest-Growing Software Companies

RightNow Technologies has announced that it has been ranked 34th in Baseline Magazine's list of the 50 fastest-growing software companies in 2006.

Article: CRM's RightNow Earns Nod from Industry Analysts

RightNow Technologies reportedly has been named as a “strong performer” in “The Forrester Wave: E-Mail Marketing Service Providers” – a report from Forrester Research, Inc.

Article: CRM's RightNow And The 8,732 Percent ROI

Normally we don't report on such news, but The Colorado Department of Revenue has won Nucleus Research's 2008 Technology ROI Award for realizing a return of 8,732 percent on its investment in RightNow's on demand CRM product.

Article: CRM's August '08 Released by RightNow

RightNow Technologies has introduced August '08, the latest version of the company's on demand, customer relationship management (CRM) product.

Article: CRM: Hosted vs packaged - which to choose?

Pros and cons for both.

Article: CRM, Sterling Commerce solutions boost customer shopping experience

One direct response television company is taking steps to improve its customers shopping experience and on-demand tools are playing a big role.

Article: CRM Vendor RightNow's Retail Product Now Available

RightNow Technologies has now introduced the availability of RightNow Retail

Article: CRM Success: Overstock.com Places Fourth in Overall Customer Service

Overstock.com, has announced that it placed fourth in the 2007 NRF Foundation/American Express Customer Service Survey.

Article: CRM software rankings tell a familiar tale

There are some familiar names in Forrester Research Inc.'s latest rankings of enterprise CRM suite vendors.

Article: CRM Report from Forrester on RightNow, Investigo, AMI's CRM, SCM, ERP for SMB, Landis Lab Misconduct?

RightNow Technologies today announced it was named a leader in the Q1 2007 Forrester Wave report, Midmarket CRM Suites

Article: CRM On-Demand Vendor RightNow Releases 2007 Financial Results

RightNow Technologies has announced results for the fourth quarter and year ended December 31, 2007.

Article: CRM on the Campaign Trail with Barack Obama, According to RightNow Officials

Obama is the only candidate using any sort of CRM technology, however, there are other CRM products being used by other candidates, according to the report.

Article: CRM Magazine Announces the 2006 Market Award Winners

The recipients were named at the destinationCRM 2006 Conference dinner last night in San Jose

Article: CRM Made Simple

Best for… Coddling your customers

Article: CRM in practice: The airline industry

Five years ago, BA deployed RightNow to create AskBA, a customer service implementation that answers 55,000 customers’ questions every week.

Article: CRM in Practice: Edexcel

Edexcel has deployed a RightNow-enabled contact centre that allows any point of contact from the customer to be resolved in a consistent manner.

Article: CRM in brief: Susan Carstensen, RightNow

This first in a series of short interviews with CRM vendors and users, sees MyCustomer.com sit down with Susan Carstensen, COO of RightNow Technologies.

Article: CRM in action: Ubisoft

The company worked with RightNow whose advice was to empower customers via web self-service and, in so doing, bolster the customer experience.

Article: Opinion: Cloud 9 for the enterprise or is our vision clouded?

Brett Waters, vice president APAC – South, RightNow Technologies, speaks exclusively to CRN about what cloud computing is and how this affects our organisation attitude towards technology.

Article: News Article 7479CRM Playaz Episode #8: Kindle DX, XXX Rated, C-Level Smackdown RightNow's Greg G.; and Twibes?

Our C-Level Smackdown this week features Greg Gianforte, the CEO of RightNow, industry rockstar and HOFer and a good dude. Does he slip up? You’ll have to listen.

Article: New Study Finds Customer Experience Expectations Continue to Rise Despite Economy

A new Harris Interactive customer experience impact study (sponsored by RightNow Technologies) finds that 87 percent of consumers have stopped doing business with an organization after a bad customer experience.

Article: New Product Registration Capabilities in RightNow February ’09 Drives Top Notch Customer Care

RightNow Technologies today released the latest version of its on demand customer relationship management (CRM) solution, RightNow February ’09, which includes new product registration capabilities.

Article: MSPs Introduce Service Level Refunds

Article: MSPs Introduce Service Level Refunds

From the United States to Australia, a growing number of managed service providers and SaaS (software as a service) companies seem to be using a new tactic to boost sales: If the MSPs and SaaS providers don’t fulfill their service level agreements (SLAs),

Article: MSPs Introduce Service Level Refunds

From the United States to Australia, a growing number of managed service providers and SaaS (software as a service) companies seem to be using a new tactic to boost sales:

Article: Most Agencies Still Wary of SaaS

The GSA decided to use the SaaS model for USA.gov, and the Defense Department chose SaaS to acquire collaboration tools through its Net- Centric Enterprise Services contract.

Article: More the Obama Campaign's Use of Web and Enterprise 2.0 - from Rolling Stone Magazine

The Obama Campaign has implemented the Obama Answer Center, a dynamic FAQ listing developed by RightNow Technologies.

Article: More Than 140 Higher Education Institutions Worldwide Use RightNow on Demand CRM

RightNow Technologies today announced that more than 140 colleges and universities use its on demand CRM solution to recruit and retain students.

Article: More on the Obama Campaign’s Use of the Web with RightNow

Last week I spoke again with Colin Jones, Public Sector Regional Manager and the RightNow project manager for the Obama effort and Andrew Hull, Director of Product Marketing to get an update on Obama’s use of the web through RightNow.

Article: Meet-Up Month: RightNow, Sage and Microsoft

There is an unmistakable trend in most areas of CRM, contact centers included, to move more operations to an on-demand footing.

Article: Measuring SaaS's Profitability

Bruce Richardson has found that most SaaS companies are losing money acquiring new business in hopes of gaining long-term profitability over the life of the customer relationship.

Article: Mashups, portals and chat: RightNow unveils August 08 upgrade

RightNow Technologies has lifted the curtain on its latest update. With a focus on customer experience in the Web 2.0 world, will it be a game changer for the software as a service player?

Article: Mashing up the client to the cloud

Next week, I’ll fulfill a long-running ambition when I attend the Office 2.0 conference for the first time — I’m moderating a panel on Platform as a Service.

Article: Keeping Pace with 'The New Influencers'

Traditional marketing wisdom has been that a dissatisfied customer tells 10 people. But today that customer has the capacity to tell 10,000 people -- or 10 million.

Article: IT's Should-do List

Laef Olson, CIO of on-demand CRM vendor RightNow Technologies, sent me a list of the things he thinks often aren't being done but should be, especially when "IT constantly has a million things to do."

Article: It's a CRM Bonanza

The industry's experts talk turkey about why it works, why you need it, and where this toolset is going.

Article: It Keeps Coming Back to Customers

Experts weigh in on keeping a customer centric mindset to be a competitive differentiator imparitive for managing tough economic times.

Article: ISM Announces Winners of 2008 Top 15 CRM Software Awards for Enterprise and Small & Medium Business Solutions

RightNow was selected as a recipient of the 2008 Top 15 CRM Software Awards by ISM.

Article: Is This A Tech Comback?

With Apple and eBay out with earnings today and the NASDAQ up seven of the last nine days, is the techology sector finally truning around?

Article: Is Open Source the ERP Cure-All?

Conventional and hosted applications thrive, but open source ERP is coming on strong. Here's how to choose the best type of solution for your own institution.

Article: Is now the right time for hosted CRM?

With the downturn taking a stronger grip day by day, everyone seems to be having their say regarding what parts of the technology industry will and will not survive the economic crisis, Steve Evans writes.

Article: iRobot On Outsourcing The Call Center

iRobot Corp.has moved it call center to an outsourced operation with help from RightNow.

Article: Integrating Software as a Service (SaaS) CRM and ERP applications

CRM integration is a major challenge for organizations of all sizes. In this new series, SearchCRM.com will explore best practices for integration between CRM and other systems.

Article: Innovation amid disruption and change

Enterprises still underestimate the impact of social networks and social media, says Laef Olson, CIO of RightNow Technologies.

Article: Huge web surge to BA.com during 2006 terror alerts

Rightnow Technologies said BA.com found itself inundated with 1.5 million hits to its Latest Flight Information page in the 24 hours following the arrests of a suspected terror cell in London.

Article: How to Manage a CRM Global Strategy

Jay C. Rising - President, RightNow Technologies

Article: How to find out what’s being said about you

Ewan MacLeod was angry. He had been charged for sending an e-mail from a mobile phone via a package that claimed to offer free, unlimited data usage.

Article: How to Deliver Superior Online Customer Service

Poor customer service causes chronic customer frustration and drives up costs, since more questions will have to be answered by phone and email. Three mistakes in particular can undermine the effectiveness of the Web as a self-service channel.

Article: How multi-channel marketing yields best results

73 percent of shoppers want after-purchase follow-up by retailers

Article: How Many Facebook Users Will Go Public?

Facebook now asks users if they want their comments open to the public. So far, few do—but marketers are salivating at the potential

Article: How Barack Obama Is Using the Web to Further Engage Voters

Barack Obama uses Web 2.0 tools to further engage its participants in campaign work and to better understand the issues that are important to voters.

Article: House of Horrors

Granted, by its very nature housebuying is going to be a stressful experience, and poor customer service can make it even worse.

Article: RightNow is Enabling Further Government Adoption of the Cloud

As I have written here on several occasions the US Federal Government is providing leadership in moving to the cloud. Recently, I spoke with Kevin Paschuck, VP Public Sector for RightNow and their CIO, Laef Olson.

Article: RightNow Introduces High Security CRM Hosting for US Department of Defense and Federal Civilian Agencies

RightNow Technologies today unveiled new, highly secure, defense-ready hosting capabilities designed to support both the Department of Defense (DoD) and other civilian government and intelligence agencies that require stringent,

Article: RightNow Hires CRM Journeyman Scott Creighton

RightNow Technologies has hired former Oracle and Siebel executive Scott Creighton as vice president of business development.

Article: RightNow Challenges Cloud Competitors

CEO Greg Gianforte introduces the vendor's new Cloud Service Agreement and calls out CRM competitors for not delivering on the true promises of software-as-a-service.

Article: RightNow Blends CRM, SaaS and Social Media

Plenty of MSPs are mulling CRM strategies. You know the major names — Salesforce.com, Microsoft Dynamics, Siebel Systems, SugarCRM, and plenty more. But this week RightNow has caught our attention with its CX software-as-a-service.

Article: RightNow backs cloud SLA with refund offer

RightNow Technologies offers CRM on an on-demand basis and aims for 99.9 percent uptime (equivalent to ten minutes of downtime per week).

Article: RightNow August ‘08 Release: Customer Portal, Widgets, Co-Browse and Proactive Chat

RightNow Technologies announced their latest release this week, RightNow August ‘08, and it includes some very cool features that pay tribute to their B2C roots.

Article: RightNow adds to customer service offerings

RightNow Technologies has added new capabilities to RightNow Retail, an on-demand CRM offering deployed by retailers including Cabela's.

Article: RightNow Adds to August '09

Bozeman, Montana-based CRM vendor RightNow Technologies has announced August ’09, with new graphical desktop workflow capabilities and new analytics for Cloud Monitor, company officials say.

Article: RightNow Adds Secure Hosting

Bozeman, Montana-based RightNow Technologies, a developer of customer support and customer relationship management software, has added new support for "high security" hosting on its products.

Article: RightNow acquires Salesnet for SFA

RightNow Technologies Inc. today purchased Salesnet Inc. for $9 million, bringing its customer service tools together with Salesnet's sales force automation.

Article: Retailers look to KM to drive business

In this difficult economic climate, retailers face more daunting challenges than ever. Many are using knowledge management solutions to help improve sales and their bottom line.

Article: Recognize Customers as Individuals, Part 1

Over the past few weeks, I've been exploring the use and applications of maturity models to help organizations understand where they are in their analytical capabilities and develop strategies and road maps for moving forward.

Article: Radical Customer Care

How RightNow improves its customer service.

Article: Pulling Themselves Up

Bootstrap Montana program is lending funds as well as expertise to small businesses in Montana.

Article: Proof Customer Experience Impacts Your Business

The 3rd annual report on Customer Experience Impact was released today by RightNow Technologies and Harris Interactive.

Article: Photobox Improves IT Systems

Photobox has improved its IT systems to keep customers in the picture

Article: Panic Passes

RightNow Technologies CEO Greg Gianforte says deals are getting done, but it takes longer.

Article: Overstock.com Takes Top Honors in the 2008 Gartner & 1to1 Customer Awards

During this week’s Gartner CRM Summit three winners of Gold 2008 Gartner & 1to1 Customer Awards vied for the 2008 User’s Choice award, voted on by conference attendees.

Article: Oracle Adds Single-tenant Option to CRM On Demand

Oracle Corp. today expanded its SaaS CRM application to include a single-tenant version, a move that will offer customers more flexibility and security, according to the company.

Article: Opinion: The year of being SaaSy?

With mounting concerns about the economy, C-level execs worrying about skilled IT staff shortages and budgets for capital expenditure tightening, Joe Brown makes the case for why 2008 is going to be the year for software as a service (SaaS).

Article: Online train ticket retailer wins CRM excellence awards

thetrainline.com uses RightNow to build a single view of customer interactions that its 280 contact agents can use to provide a fast and efficient service to customers when handling enquiries across phone, email, web and chat channels.

Article: OpenMethods Links RightNow and Genesys to Empower Contact Centers

Customer relationship management provider RightNow Technologies reportedly announced integration between RightNow On Demand Agent Desktop and Genesys Customer Interaction Management suite using Open Methods’ RightNow Adapter.

Article: Online shoppers want information during buying process

The provision of information throughout the buying process is a key way to convert browsers into purchasers, says a new report.

Article: Online shoppers torn between bad service and cheap products

About half of Australian and New Zealand online shoppers will abandon online retail sales providers with poor customer service, a survey has found.

Article: One in five Christmas web sales abandoned

Nearly one in five (19 per cent) online Christmas shoppers abandoned their purchase before they paid because of insufficient delivery information, according to a survey.

Article: On-Demand Analytics Birsts Upon the Scene

Success Metrics releases Birst, a software-as-a-service business intelligence package with a free entry-level offering and a surprising focus on verticals.

Article: On demand: in demand?

It may seem like a dramatic claim, but for the last 10 years or so the software industry has been undergoing somewhat of a civil war. We have two competing factions; on one side are those who evangelise the benefits of SaaS, while on the other are

Article: Obama's Answer Center -CRM from RightNow on the Campaign Trail

The Obama campaign needed a way to respond to this dramatically increasing incoming flow and approached the on-demand service, RightNow, for CRM help.

Article: Obama gets SaaSy with Hillary!

In contrast to Clinton, Obama has successfully integrated a RightNow-powered database into his campaign, answering questions intelligently and on demand.

Article: Obama Campaign Relies on Tech Tools

Every campaign has a site, but this presidential candidate uses technology effectively to connect with voters.

Article: RightNow joins CRM movement to extend customer service to social networks

RightNow Technologies is the latest CRM vendor to add social networking monitoring capabilities to its service suite.

Article: RightNow issues November release

RightNow Technologies has issued its latest release which includes a number of features designed specifically to integrate CRM data with and enhance the public-facing parts of a company's web presence.

Article: RightNow Intros CRM for Retail Sector

CRM vendor RightNow Technologies has unveiled a CRM application geared exclusively for the retail sector, the company has announced.

Article: RightNow Introduces RightNow CX, the Customer Experience Suite

The RightNow CX solution turns customer relationship management on its head to better align with what is happening on the Web with social media.

Article: RightNow Introduces New Strategy for Customer Experience

The sun hasn’t even risen yet here in Colorado Springs, Colo., but RightNow Technologies is already pulling back the shades on what many have been wondering about since its acquisition of HiveLive back in early September.

Article: RightNow Introduces Higher Education CRM Tool

The turn-key product will be marketed as helping institutions "recruit, retain, and inform students," company officials say.

Article: RightNow introduces enterprise-class, on demand solutions for sales, marketing and service

RightNow Technologies has introduced RightNow 8, the next generation of its award-winning suite of enterprise sales, marketing, and service solutions.

Article: RightNow hires former Oracle exec

RightNow Technologies has hired former Oracle executive Scott Creighton as its new vice president of business development, which could position him to go head-to-head with his former employer.

Article: RightNow highlights need for urgency

Travel websites are not geared up for the traditional January rush on holiday bookings and increasingly empowered users will quickly move to a rival site.

Article: RightNow Helps Sony Online Entertainment Provide Exceptional Gaming Experience with In-Game Support

RightNow Technologies today announced that worldwide gaming leader Sony Online Entertainment LLC (SOE) is using the company’s on demand CRM solutions to handle global customer support issues across its web self-service, email, chat and call centers.

Article: RightNow helping clients get social

RightNow Technologies has joined the growing field of CRM providers offering social network monitoring to clients. Cloud Monitor, part of RightNow's latest service suite upgrade, tracks consumer comments on Twitter and YouTube

Article: RightNow Goes Back to School for First Industry Version

SaaS CRM vendor makes its inaugural entry into industry-specific applications

Article: RightNow Gets Schooled

RightNow Higher Education, the vendor's first vertical-specific solution, is aimed at helping institutions recruit, retain, and inform students; additional tailored offerings will follow.

Article: RightNow gets in touch with clients’ emotions

The problem any form of electronic-based communication has faced over the years is trying to understand the degree of anger or joy contained within it.

Article: RightNow gets catalogue widget

RightNow Technologies has showed off a “knowledge syndication" widget as the highlight of its new RightNow November 07 enterprise CRM service.

Article: RightNow Gets Air Force Win

Bozeman, Montana-based RightNow Technologies revealed Tuesday that one of its U.S. military customers has upgraded its service from on premise to on demand.

Article: RightNow Focuses on Customer Outreach With Syndication Widget

The content to be syndicated with RightNow's widget could be anything from product information and specs to store policies about which credit cards are accepted, according to Suzy Meriwether, industry solutions manager at RightNow.

Article: RightNow February '09 Release Adds Product Registration Capablilites

I have covered RightNow, provider of CRM and customer service support systems, on a number of occasions and wrote about their last release. Recently, I spoke with Andrew Hull, Director of Product Marketing at RightNow.

Article: RightNow Extends Voice Capabilities

RightNow Technologies Inc is cracking on with the delivery of SaaS voice capabilities integrated with its CRM application

Article: RightNow expands CRM feedback loop

RightNow CRM users can now automatically send customers a survey following an online chat session with an agent, the company has announced.

Article: RightNow Enhances Software For Retailers

Bozeman, Montana-based RightNow Technologies said Tuesday that it has enhanced the firm's software-as-a-service offering for retailers.

Article: RightNow Embraces Web 2.0

The Montana-based CRM software provider unveils the November '07 edition of its flagship product, replete with trendy new features.

Article: RightNow Embraces "Social CRM," Upgrades Analytics

As part of its May '09 release, available now, RightNow is introducing a new "cloud monitoring" feature that enables agents to enter search terms (e.g. brand or product names) and find posts on the social web.

Article: RightNow customer thetrainline.com wins EMEA award for CRM Excellence

Shortlisted alongside two other finalists, thetrainline.com presented details of its customer care strategy at the Gartner Customer Relationship Management Summit in London.

Article: RightNow Continues Move to Web 2.0

RightNow has upped the interactivity quotient in its August '08 release, giving users a new customer portal that offers plenty of options for Web 2.0-style communications.

Article: RightNow Continues Move to Web 2.0

RightNow has upped the interactivity quotient in its August '08 release, giving users a new customer portal that offers plenty of options for Web 2.0-style communications

Article: RightNow Challenges SaaS Vendors on Pricing

Software-as-a-service vendor RightNow challenges other on-demand suppliers to get on the cloud pricing model.

Article: RightNow CEO Greg Gianforte: Big Bang CRM Has Fizzled Out

When economic times are tough, cost reduction is more important than ever, a lesson that RightNow CEO Greg Gianforte says his company learned well when the tech economy imploded earlier this century.

Article: RightNow Buffs Up Retail App

New features in RightNow's retail-specific application will make it easier for service reps to invite feedback during chat sessions, and then leverage it to take appropriate action.

Article: RightNow August ‘08 Release: Customer Portal, Widgets, Co-Browse and Proactive Chat

RightNow Technologies announced their latest release this week, RightNow August ‘08, and it includes some very cool features that pay tribute to their B2C roots.

Article: SaaS Steps Up

A pure-play vendor argues traditional CRM software vendors still don't get it. The changing face of business is driving more and bigger companies to embrace software as a service options.

Article: RightNow to Launch Three New Voice-Driven Solutions

RightNow Technologies announced recently they will market three new voice-driven solutions to augment customer experience and minimize operating costs.

Article: RightNow Sponsored Study Shows Increasing Trend for Consumers to Boycott Organisations Following a Poor Customer Experience

Survey Reveals Northerners Swear, Scots Complain, Welsh Cry and Londoners Blog after a Bad Customer Service Experience

Article: RightNow Snaps up Salesnet

In an unexpected move on demand customer service vendor RightNow has acquired Salesnet to beef up its salesforce automation capabilities.

Article: RightNow Signs P&G

Bozeman, Montana-based RightNow Technologies has added another customer, saying today that Proctor & Gamble will use it for managing customer experience across many of its brands.

Article: RightNow shows profit growth in 2005

RightNow Technologies Monday reported an "outstanding year" in 2005, with net income more than doubling, from $3.4 million in 2004 to $7.7 million in 2005.

Article: RightNow shoots the contact center generation gap

It’s not enough for CRM companies to introduce new features to their solutions – they have to introduce new features that people will actually use.

Article: RightNow Sells CRM to New Zealand's Victoria University

New Zealand-based industry observer Campbell Gardiner has reported that Wellington's Victoria University has "expanded its RightNow CRM functionality with the purchase of sales consoles for the system."

Article: RightNow Secures Department of Defense Contracts

Bozeman, Montana-based RightNow Technologies has unveiled new "defense-ready hosting capabilities" designed to support both the Department of Defense and other civilian government and intelligence agencies,

Article: RightNow Secures a Cloudy Future in Government

You know a trend is maturing when the government jumps in. Not that there aren't forward thinking people in government, but let's face it, things don't exactly happen at warp speed. Unless Obama is driving it.

Article: RightNow rolls out "most important" release

On the eve of its user conference in Denver next week, RightNow Technologies has lifted the lid on a major upgrade to its hosted CRM solution.

Article: RightNow Retail aims to help companies cost effectively improve conversion rates, increase customer loyalty and drive sales

RightNow Retail aims to help companies cost effectively improve conversion rates, increase customer loyalty and drive sales.

Article: RightNow reports e-government savings of £3m in 2005

RightNow claims to have established itself firmly in the big company marketplace.

Article: RightNow Rearchitects CRM Suite With Version 8

RightNow Technologies will be introducing version 8 of its CRM suite next Monday.

Article: RightNow puts its money where its mouth is

RightNow Technologies today bolstered its world-class software-as-a-service (SaaS) capabilities with a money-back guarantee.

Article: RightNow Pushes Customer Experience Global

RightNow Summit '08: CEO Greg Gianforte calls customer experience the final frontier of differentiation.

Article: RightNow Provides Web Social Monitoring and Analytics with Latest Release

Business insight is the main focus of RightNow’s May 09 release. It added two major components, Cloud Monitor and Enterprise Analytics, to its cloud based CRM suite.

Article: RightNow Proves It Isn't Just The Other Salesforce.com

RightNow 8 uses a small piece of downloadable software so the client has a little more intelligence than a Web browser.

Article: RightNow Proves It Isn't Just The Other Salesforce.com

RightNow 8 uses a small piece of downloadable software so the client has a little more intelligence than a Web browser.

Article: RightNow powers Obama's Answer Center

The Obama campaign is using the Internet and other web-based technologies to engage voters and stay in touch with constituents.

Article: RightNow Plans EMEA Expansion

RightNow Technologies Inc has for the first time appointed a vice president and general manager for the EMEA region

Article: RightNow Picked to Assist with Jackson Hewitt Tax Customers

RightNow Technologies officials say their CRM on-demand product is "assisting" 200+ service representatives for Jackson Hewitt Tax Service, a tax prep company, give better customer support experiences.

Article: RightNow Picked by Stamps.com

Stamps.com, which trades in postage online and shipping software, has picked the RightNow on-demand customer relationship management (CRM) to provide customer service via the Web, phone and e-mail.

Article: RightNow Partners With DemandWare

Bozeman, Montana-based CRM software provider RightNow Technologies said today that it has partnered with Demandware, a provider of e-commerce software, which combines tools from the two companies

Article: RightNow Partners for a Mashup

The Bozeman bunch signs partnerships with Demandware and Cast Iron Systems to expand its e-commerce and integration capabilities.

Article: RightNow Offers New Features with August 08 Release

RightNow is a customer centric CRM company located in a very nice part of the world, Bozeman Montana.

Article: RightNow Nov 08 Release Focuses on Call Center Agent Support

I recently caught up with Andrew Hull, Director of Product Marketing for an update and discussion of their latest release. This release focused on enhancing support for multi-channel contact centers.

Article: RightNow New Release Underlines Growth Ambitions

RightNow Technologies Inc hopes the major upgrade in version 8 will stimulate significant growth in the business.

Article: RightNow nets Salesnet, targeting Salesforce.com

Consolidation in the software-as-a-service space took a step forward as RightNow acquired Salesforce.com competitor Salesnet.

Article: RightNow Named a Leader in Independent Research Firm Midmarket CRM Evaluation

RightNow Technologies today announced it was named a leader in the Q1 2007 Forrester Wave report, Midmarket CRM Suites

Article: RightNow launches RightNow Higher Education

New turn-key solution will help institutions recruit, retain and inform students

Article: RightNow Launches Retail Vertical

RightNow Technologies Latest News about RightNow Technologies has introduced its third industry vertical and appears to be poised to introduce a fourth -- in Consumer Goods Products (CGPs) -- in the near future.

Article: RightNow Launches New Software

Bozeman, Montana-based RightNow Software is rolling out a new, cloud-based software called RightNow CX, the firm said today, which will help in customer interaction and sales.

Article: RightNow launches latest on-demand CRM release

November '07 update for on-demand CRM application makes widgets and a revamped end-user interface available to boost customer service and interaction.

Article: RightNow Launches Feb 08 Release

RightNow February ’08 features a Contextual Work Space feature which dynamically changes the fields shown on an agent's desktop based on the interaction with the customer

Article: RightNow launches August '08

New CRM tools designed to improve customer experience

Article: RightNow Upgrades CRM Platform

RightNow Technologies has released a new version of its on-demand CRM platform. The two main upgrades to the system are a contextual agent workspace and feedback topic monitoring.

Article: RightNow Updates On-Demand CRM Suite

Enhancements in RightNow 8 are geared toward improving data analysis and providing customers with better service.

Article: RightNow Unveils New Cloud Monitor and Enterprise Analytics with RightNow May ’09

RightNow (NASDAQ: RNOW) adds Cloud Monitor and Enterprise Analytics to the latest version of its on demand customer relationship management (CRM) solution, RightNow May ‘09.

Article: RightNow Tries to Change SaaS Contract, Pricing Game

CRM vendor RightNow announced a new SaaS (software as a service) pricing and licensing model on Thursday that it says provides customers with fairer, clearer deals. The company also issued a "Cloud Challenge" to competitors.

Article: RightNow Tries New UI Approach to CRM App

Context-sensitive drop-down menus and topic monitoring are two key upgrades

Article: RightNow Tries New UI Approach to CRM App

Context-sensitive drop-down menus and topic monitoring are two key upgrades

Article: RightNow tool aims to improve customer service

Customer experience managment vendor RightNow Technologies has released RightNow CX, a new web-based tool designed to help firms improve their customers' online experiences, while driving sales and improving margins.

Article: RightNow Technologies: Positioning Itself in the Extended Enterprise Trend

While Salesforce.com is the undisputed leader in OnDemand CRM, RightNow Technologies is attempting to become a challenger in the space.

Article: RightNow Technologies: Blue Skies in Big Sky

When RightNow founder and CEO Greg Gianforte chose Bozeman, Montana, as the headquarters for his new company, it made sense.

Article: RightNow Technologies: Aggressive Player

RightNow's 2006 acquisition of SalesNet boosted its sales product.

Article: RightNow Technologies Roundtable

The Government is looking to empower local communities to develop services around the needs of the community rather than being a prescriptive one size fits all approach.

Article: RightNow Technologies Optimistic About Future

Last month I reached out to Greg Gianforte the CEO of RightNow Technologies regarding how his company is doing. Why? Well the hosted communications/call center/CRM market seems to be doing better than others as a result of reduced CAPEX budgets...

Article: RightNow Technologies Leads In Interaction-Centric Customer Service Management Software

The Forrester Wave Vendor Summary, Q2 2007

Article: RightNow Technologies Delivers First On Demand CRM Solution With Multi-Channel Feedback Management Capabilities Including Chat

New Online Chat Channel Expands RightNow’s Enterprise Feedback Management Solution to Deliver a Better Customer Experience

Article: RightNow Tech Releases Web Widget for Enterprise Level CRM

RightNow Technologies has displayed their support of the Google/Yahoo "Web" Widget concept with the release a "Web" Widget that allows access to their enterprise level CRM service.

Article: RightNow teams up with Lithium

RightNow is to work with Lithium Technologies to connect Lithium-powered forums with the RightNow Service in a bid to bridge the gap between customer exchanges happening within online forums and interactions that occur through more traditional channels.

Article: RightNow taps social web to boost customer experience

RightNow Technologies, a vendor of customer experience management software, has launched the latest edition of its on-demand solution designed to help firms tap the social web and thereby improve customer support and drive product innovation.

Article: RightNow Talks Telespresense

RightNow of Bozeman, Mont., makes customer-service software. Forbes talked recently with chief information officer Laef Olson about new technologies that can help RightNow's business.

Article: RightNow Talks Back to the Cloud

CIO Laef Olson sounds off on cloud computing as a buzz phrase.

Article: RightNow takes on-demand CRM to the big league

RightNow claims to have established itself firmly in the big company marketplace.

Article: RightNow Takes Aim at Customer Service 2.0

The Bozeman, Mont.-based provider's latest quarterly on-demand release "pushes the envelope," according to one industry analyst.

Article: RightNow Tackles Retail

RightNow is pushing forward with vertical market editions

Article: RightNow Summit: Credit crunch gives added elbow to customer clout

The credit crunch is tipping the balance of power ever more in the favour of consumers

Article: RightNow Summit report: Innovating in the downturn

Continuing MyCustomer.com's exclusive coverage from RightNow's international Summit in Colorado Springs

Article: RightNow strengthens CRM hosting for blue-chips

Upgrade promises better analytics and workflow for large corporates

Article: RightNow strengthens CRM hosting for blue-chips

Upgrade promises better analytics and workflow for large corporates

Article: Section 508: Reconstruction in Progress

Web technologies outpace accessibility law and require a major rewrite of 508 standards

Article: SAP Saas solution is not just about technology

Under the old SaaS model, a customer paid all the money up front. Under the new model it is pay over time. In the old model revenues were created around licensing fees and maintenance.

Article: SaaScon trumpets next-gen computing

One expects a high level of optimism at industry conferences, but the keynote speaker and opening panel discussion at SaaScon in San Francisco went all out.

Article: SaaS: Red Light, Green Light

Here's how to drive your software-as-a-service initiative beyond standbys like CRM--without getting into dangerous territory.

Article: SaaS: Bailing out government IT

Next year, as directed by the Constitution, the U.S. Census Bureau will enumerate the country's citizens. That can be tricky when some of them want to go unnoticed. But this time the Census Bureau will use software as a service to try to accomplish that

Article: SaaS technology benefits SME IT upgrades

Independent market analyst Datamonitor has examined the drivers associated with SaaS technology used by SMEs, which ease IT upgrades and provide access to the latest functionality.

Article: SaaS Revealed!

Software as a service: GCN separates fact from fiction

Article: SaaS Goes To Work At Motorola And The Humane Society

Two real-life deployments show how software as a service works.

Article: SaaS CRM taking a new vertical approach

Organizations looking for vertical CRM functionality are suddenly open to a new wave of options, thanks to on-demand CRM.

Article: SaaS CEOs, customer CIOs on different worlds

The contrast between SaaS vendors and CIOs can’t be more dramatic.

Article: SaaS can be mission critical too: CRM Specialist

CRM vendor RightNow Technologies highlights how it is breaking the myth that SaaS is only great for small and NPO enterprises with low-key security issues

Article: SaaS Best Practices, Part 1: Implementation Checklist

Companies would be doing themselves a disservice if they didn't keep abreast of new entrants into the market -- and, particularly, new areas of functionality being provided

Article: SaaS An Easy Sell For This CIO

RightNow Technologies CIO Laef Olson talks about SaaS and how he approaches it with people who fill shoes similar to his.

Article: SaaS adoption escalating without IT department support

Business says no expensive IT professionals required

Article: RightNow's Voice

The company's latest voice apps can ID callers and provide agents with information; one analyst says that integrating its CRM capabilities with customers' premise-based phone tools "will continue to be a challenge."

Article: RightNow's pre-emptive strike

The Bozeman, Mont.-based RightNow has repackaged its SaaS offering as RightNow CX that make consumers happier, better, stickier customers.

Article: RightNow's next generation CRM platform extends into Customer Retention Management

RightNow Technologies has taken the covers off a $25m two-year technology development project, the RightNow 8 enterprise suite.

Article: RightNow's New CRM Client: TD Banknorth

RightNow Technologies is announcing another new client for its Customer Experience Management product, TD Banknorth.

Article: RightNow's Greg Gianforte on SaaS CRM

Gianforte, who founded RightNow Technologies in 1997, emerged from the last bust with a public company and in this podcast shares some of his thoughts on the current economy, what it means for RightNow and its customers.

Article: RightNow-Right On Target

Vendor's acquistion positions it as major competitor to Salesforce.com

Article: RightNow’s inside-outside May ‘09 edition

Next week, RightNow’s going to release its May ’09 edition, and it’ll add a couple of things that I think will become pre-requisites for CRM in the very near future.

Article: RightNow: Social media revenues gathering pace as upgrades announced

RightNow Technologies is continuing its social media crusade by enhancing its software-as-a-service-based offerings to make it easier for business-to-consumer companies to support, listen and respond to their customers.

Article: RightNow: Ready with More Multichannel Muscle

The vendor's newest release adds emotion detection, sitemap functionality, personalized routing, and a bundle of new chat features.

Article: RightNow: Fun Stuff, But is There More to do with CRM?

eWeek asks: is there anything left to report on CRM? Are there any advancements, any areas left to be developed outside of the traditional triad of sales, service and marketing?

Article: RightNow: Analyzing the 'Cloud Services Agreement'

Cloud-based CRM vendor, RightNow, recently released new service terms giving its customers greater license and pricing flexibility. These terms challenge other vendors to simplify their pricing and licensing policies.

Article: RightNow, Salesforce Offer Services To Track Customer Complaints On Twitter, YouTube

So you buy a new smartphone, and the touch pad stinks. You post on your Twitter or Facebook account, “Should’ve known better than to buy a phone from XYZ Corp. Their stuff is junk.” You expect a few sympathetic replies from friends. Instead,

Article: RightNow, or your money back

RightNow Technologies has made a new commitment to its customers. It is now offering a money-back guarantee for its SaaS solution; if it falls short of its 99.9% up-time objective, it will refund a percentage of its clients’ subscription fee for customers

Article: RightNow, Genesys Team on Telephony App

RightNow Technologies and Genesys will combine their customer service application suites to deliver a joint offering available the end of May.

Article: RightNow, Demandware Mash Up CRM, E-Commerce

The driver behind the RightNow, Demandware CRM and e-commerce mash-up is the growing necessity of integrating the online channel into back-office functions, explained David Hayden, director of product strategy for RightNow.

Article: RightNow zaps perpetual licencing, talks up smart client

RightNow has decided to stop offering perpetual licensing

Article: RightNow Wins Mobile Phone Service Firm

RightNow Technologies revealed Tuesday that mobile service provider Helio is supporting its customer base through the use of RightNow software.

Article: RightNow Ups the Ante on SaaS with Service Level Credits

RightNow Technologies today bolstered its world-class software-as-a-service (SaaS) capabilities with a money-back guarantee.

Article: RightNow upgrades CRM suite

RightNow Technologies next week is expected to unveil the latest version of its hosted CRM suite.

Article: RightNow upgrades CRM suite

RightNow Technologies next week is expected to unveil the latest version of its hosted CRM suite

Article: RightNow Upgrades CRM Software

Bozeman, Montana-based RightNow Technologies has upgraded the firm's hosted customer service relationship management software.

Article: Survey: Segmented e-mails are key drivers for online sales

Segmented and tailored e-mail messages can be a key driver for sales and personalized follow up can turn a one-time customer into a loyal repeat one.

Article: Staying afloat

The widespread flooding that hit the UK this summer proved a severe test for many businesses’ disaster recovery measures

Article: Statistically Speaking

85 percent of respondents revealed that they've had poor customer experiences

Article: State of Kentucky Enlists RightNow to Promote Postsecondary Education

RightNow Technologies Inc. said that the State of Kentucky would implement its on demand technology.

Article: Sprint shares its best practices in text chat

Enterprises are starting to harness text chat -- and some are seeing real benefits.

Article: Speech, voice apps integrating into the contact center

Voice technology is making inroads into the CRM market, two recent releases show.

Article: Speech being heard in the contact center

Voice is being heard this week in New York where the annual SpeechTek conference is making some noise in the contact center.

Article: Special Report: RightNow - quietly confident

RightNow CEO Greg Gianforte discusses the Software as a Service market, how enlightened CIOs see SaaS as an opportunity, and what his company's prospects are.

Article: Special Olympics gets loud welcome

“Loud and Proud,” the message on a hand-painted sign, captured the spirit of Wednesday night’s opening ceremony for the 2009 Special Olympics Montana State Summer Games.

Article: Sophisticated e-mail system helps Right Start maintain brand loyalty

RightNow Helps Right Start

Article: Sold on SaaS

Software as a service has so delighted CIO Jonathan Earp at Informa PLC that he's positioning his company, and his IT staff, for the next step. That's a move to the broader concept of cloud computing.

Article: Software-as-a-service now on menu of large companies

Having been the order of the day in small- and medium-sized businesses, software as a service (SaaS) is now on the menu of large companies

Article: Software from Montana and social enterprise

I’m a big fan of Greg Gianforte, the CEO of RightNow Technologies and I was mortified that I almost missed him the other night when he was in town.

Article: Software as a Service: Handling Customers, Hands-Free

Start with your sales operation. Add fast-deploying applications. Then drop the maintenance costs. Could this be a recipe for the end of software as we know it?

Article: Software as a service (SaaS) is now on the menu of large companies

Having been the order of the day in small- and medium-sized businesses, software as a service (SaaS) is now on the menu of large companies.

Article: Social Media Policy Guidelines Can Encourage Use Outside Enterprise and Adoption Within

As the use of social media grows within the enterprise and on the Web, the need for policies and guidelines to govern employee behavior becomes more essential.

Article: Social Media Meets Good Old-Fashioned Service

In a recent briefing from RightNow Technologies, the SaaS (Software as a Service) CRM provider showcased it’s new functionality called Cloud Monitor. The vendor can now search social networking sites for comments about a company,

Article: Social media like Twitter change customer service

When Wes Harper's high-definition cable service went on the fritz a few months ago, he hopped on Twitter and tried to reach Comcast's customer service reps.

Article: Social Experience is About to Cross the Chasm

In 1991 Geoffrey Moore published the book, Crossing the Chasm. The title is drawn from his addition to the Diffusion of Innovations theory popularized by Everett Rogers in his 1962 book and expressed by Roger's Bell Curve. Confused yet?

Article: Smart Social Networking For Your Small Business

Next to mobility and cloud computing, social networking was the talk of Interop this year--especially at a conference session devoted to social software tools and a portion of the Unconference, where real SMB users talked about how to make the most of it.

Article: SkyEurope Airlines ties up with RightNow

The airline, which has carried 3.7 million customers over the past 12 months, plans to use the system for enhancing customer experience, initially deploying in English, Slovakian and German languages to support their biggest markets.

Article: SkyEurope Airlines Signs Deal with RightNow

SkyEurope Airlines plans to use RightNow to provide superb customer experiences across many European countries.

Article: Sick and tired

Almost half of UK consumers say that they have been made physically ill by poor customer service.

Article: Simon Hendery: When the customer wants answers

Linksys is a customer of RightNow, a business focused on helping its clients use the web to improve "the customer experience” while reducing costs.

Article: Shaklee Cleans Up with SAAS

With this latest version, RightNow said that it delivers a new contextual workspace for maximum agent productivity.

Article: Shaklee Cleans Up with SAAS

Shaklee looks to the cloud to effectively align IT with business requirements.

Article: Serving the customer right

As more businesses are finding, effective self-service is a win-win solution.

Article: Serious about service

Census goes with hosted CRM to better help citizens

Article: Senator Baucus swaps jobs for a day

Senator Max Baucus traded politics for technology, at an appearance in Bozeman Friday. Baucus punched-in for a Tech Support gig at RightNow Technologies.

Article: SAP Tempers Revenue Outlook

Software Supplier Faults Credit Crisis for Drop in Orders as Businesses Feel Pinch

Article: SAP gets SaaSy

SAP says SAP Service is based on the same code base as the vendor's on-premise CRM applications, allowing companies to use the two together in a hybrid fashion.

Article: Salon trims costs with hosted apps

Hosted call center technology from Echopass routes calls from retail sites and customers.

Article: Salesforce.com Crashes Again

Salesforce.com Inc customers experienced a loss of service for the third time in six weeks on Monday as the leading hosted applications provider was hit by another unplanned outage.

Article: Salesforce CEO leads charge against software

He may have led a software revolution, but Marc Benioff is having a hard time finding a parking space.

Article: Saas-y Applications

There are several trends that “consistently bubble to the top” amidst conversations and observations from analysts, competitors, customers, engineering, and the sales team.

Article: Tesco taps RightNow for tech queries

Tesco Tech Support has boosted its customer relationship management (CRM) options by implementing a platform from on-demand CRM provider RightNow Technologies.

Article: Tesco boosts customer support

Tesco’s technical support division is rolling out a new customer relationship management (CRM) system to improve visibility of client needs.

Article: Tech Spending Will Slow In 2008

Businesses are expected to be particularly cautious with spending on big-ticket computer and telecom equipment.

Article: Tech Solution: Web Self-Service

Save money and decongest your contact center traffic by investing in Web self-service solutions that can field the most commonly asked questions, provide answers, and help customers resolve issues by themselves.

Article: Survey reveals consumer worry over rising travel costs

Research into holiday booking habits has revealed that 21% of UK consumers plan to decrease the amount of holidays they book in 2009, as a result of the prevailing economic conditions.

Article: Sun Grid rising at network.com

In his latest blog post, Jonathan Schwartz laments the slow transformation toward multitenant grids behind corporate firewalls.

Article: Summit Focuses on Trade, Opportunity for Montana’s Economy

Encouraging international trade and economic development in Montana

Article: Study: 87 Percent of Customers Leave Due to Poor Service

According to a new study from RightNow Technologies and Harris Interactive, the 2008 “Customer Experience Impact Report,” customer service matters more than ever.

Article: Study finds consumer expectations of improved customer experiences rise as the credit crunch takes hold

A new study of consumer spending and expectation during the current credit crunch has found that while consumer spending is likely to decrease or stagnate, expectations of improved customer experiences and offerings are rising.

Article: Study finds consumer expectations of improved customer experiences rise as the credit crunch takes hold

A new study of consumer spending and expectation during the current credit crunch has found that while consumer spending is likely to decrease or stagnate, expectations of improved customer experiences and offerings are rising.

Article: Study Examines Importance of Customer Service

Research by numerous companies investigating the contact center industry has time and again revealed that customer service is a key to customer loyalty. RightNow can help with this.

Article: Strip-mining customers is no way to behave

RightNow Technologies CEO Greg Gianforte has come up with a great new analogy for businesses exploiting customers: he calls it ’strip-mining’ customers.

Article: Streamlining Admissions: Opening the Front Door

When the admissions office runs smoothly, both students and staff benefit. Here are 10 ways to get there.

Article: Stimulating Citizen Experience

Could an infusion of Web 2.0 in the public sector change the way we view constituent service?

Article: Travel operator builds customer service knowledge bank on SaaS

The web-based nature of SaaS tools lends them a certain affinity with online business. This is demonstrated amply by UK travel agent Thomas Cook’s deployment of on-demand CRM technology from US vendor RightNow.

Article: The 'year of the customer' in the contact center

After years of focusing on reducing costs and improving efficiency, contact centers are now looking to improve customer satisfaction.

Article: Uptime: the hidden CRM competitive advantage

A couple of weeks ago, we talked to Microsoft about its 99.9 percent uptime guarantee for Microsoft CRM Dynamics Online. While such a guarantee is a pleasant reassurance for small customers, it’s a major point for enterprise customers,

Article: United States

Greg Gianforte, CEO, president, chairman and founder of the 10-year old company, told CRM Buyer that he doesn't necessarily believe a recession is a foregone conclusion for next year.

Article: Zero Contact Resolution: A Proactive Approach to Improving the Customer Experience

To satisfy and retain customers, you must adopt best practices that will enable you to anticipate customers’ needs and address potential issues before they contact you.

Article: You Don't Have To Be Locked In

Software services may be a smart alternative, but for how long?

Article: Xactly, RightNow Team Up for CRM Alliance

Xactly Corporation, a vendor of automated on-demand sales compensation management, has announced that they are working on a strategic alliance with RightNow Technologies.

Article: Working in The Cloud: World Society for the Protection of Animals

The World Society for Protection of Animals (WSPA) UK, has deployed RightNow Technologies CRM in its supporter services team and across its website to improve their supporters’ experience.

Article: Wise Guide

Knowledge management processes increasingly work as part of an organization's resolution of a core contact center conundrum: improving service experience while trimming costs.

Article: Social Media As Customer Service

Adam Sarner, research director at Gartner, a business technology research company, moderated a panel addressing the importance of social media in the customer service realm at the RightNow Summit ‘10.

Article: TomTom Migrates to RightNow CRM System

RightNow, a vendor of on demand CRM software, has successfully migrated TomTom's on premise customer relationship management operation to its London-based data centre.

Article: RightNow and Salesforce.com -- trailblazers for integrated Social Business solutions

SaaS pioneers RightNow and Salesforce.com both made significant "social business" technology announcements today.

Article: The Tech Sector Finally Gets Hit

People in the tech industry have said for months that the sector was less likely to suffer in the economic downturn because tech companies tend to have vast cash reserves and don’t do much borrowing.

Article: Agency Services Lack Consistency, Coordination

As the White House turns up the expectations for agencies to provide better services to citizens, several trends are starting to emerge about why this is so difficult.

Article: Share How Your Organization Is Celebrating Customer Service Week!

Enter the RightNow Customer Service Week Video Contest for a chance to win a flat screen TV and Wii, shootout basketball game or foosball table for your contact center!

Article: Will cloud soon replace client-server?

Cloud computing could be the solution the Obama Admisistration needs to "do more with less."

Article: Wake Up People--Customers Demand Great Service

According to a recent customer experience study by RightNow Technologies and Harris Interactive, consumers seem to be more agitated than ever from poor customer experience...and they're not standing for sub-par service any longer

Article: BT pumps millions in to customer service system...Right here RightNow

BT is to roll out an upgraded system for its online customer service after signing a multimillion dollar contract with CRM software company, RightNow.

Article: Top 3 Ways To Annoy Your Customers

If you’d like to charge more for your company’s products or services, the key may be to offer better customer service

Article: What is cool in the RightNow November 07 release: knowledge syndication widget

RightNow Technologies announced their latest version this week, RightNow November ‘07.

Article: Making the Grade

As the higher education sector finds itself struggling under a heavy course load — short-term admissions problems made worse by a systemic financial crisis—leading-edge universities are studying up on CRM.

Article: Improve Acquisition In 33 Easy Steps

This morning, an all-star commission of 31 senior leaders from academia and industry released a 33-step action plan for the Obama Administration to improve IT acquisition in management in lieu of OMB freezing many technology implementations.

Article: RightNow Aims to Balance Customer Experience With Cost Savings

Just back from the RightNow's global Summit (October 6-8) in Colorado Springs, I'd like to share a few highlights. But first, kudos to RightNow for picking The Broadmoor resort as the venue.

Article: RightNow Enables Seamless Social Interactions With Your Customers

Bozeman based company offering a comprehensive Customer eXperience Suite, yesterday announced the extension of their Suite to support Facebook.

Article: 8 Questions To Ask Before Going Live In The Cloud

You've made the leap, fought the fight, took on the man--pick your catchphrase. You've won. The boss has signed off on your cloud computing initiatives. Now what?

Article: 10 ways to make your boss love you

Worried about job security? These days, who's not? Andrew Donoghue offers some advice for tight times.

Article: 2006 Baseline/The Hackett Group ROI Awards

This year's award-winning prodjects used web applications to get quick returns.

Article: The 2008 CRM Service Awards: Web Interaction Management

A new category covers multiple channels of customer support: email, instant messaging, click-to-call, click-to-chat, online forums, etc.; RightNow Technologies is the inaugural winner.

Article: A Silicon Valley Journal

It is a busy week in San Francisco with the Intel Developer Forum , the Clean Tech California Awards, the software as a service conference, and in San Diego DEMO is happening.

Article: RightNow’s New Customer Service Agreement Genuinely Important

RightNow, about an hour ago, released the details of its new Customer Service Agreement (CSA) which actually moves the discussion forward on how vendors should be thinking of charging customers - as a partner rather than as just a provider.

Article: What You Need To Know About RightNow (A Guide for Decision Makers)

Given the wide range of products they support and the new markets they are driving into, it’s no surprise they have acquired or built solutions to fit market needs.

Article: CRM Magazine Announces Winners of 2010 CRM Service Awards

Companies, customers, and visionaries honored for successes in the service industry over the previous 12 months.

Article: The five tenets of SaaS integration

Here are the five tenets of SaaS integration, further proof of the lasting importance of IT.

Article: Track Twitter, YouTube comments via RightNow

Let no nasty tweet on Twitter or sarcastic product review on YouTube go unnoticed. Now service-savvy firms can detect whether the tweeterverse and online video critics are in a snarky or sunny mood when it comes to their brands, products and services.

Article: Consumers Bail On Online Sites With Bad Customer Service

That's according to a Harris Interactive study released last week, which noted that 85% of consumers surveyed said they would pay more for a product or service if it would mean better customer service.

Article: The power of live chat online

There is a phenomenon currently happening in the customer service community and it is generating a massive uptick in the adoption of technology to enable live chat as a customer service best practice.

Article: Winning the Vote on the Web

In the US presidential election, the Web has changed how candidates operate. Tim Hoang reports on how social media has influenced the race for President.

Article: The shape of software to come

Software is beginning to turn away from store-bought CDs and more towards internet downloads.

Article: Customer Service Excellence Reaches The Bottom Line

The results of the 2010 Customer Experience Impact Report by Harris Interactive and commissioned by RightNow are both interesting and not necessarily self-serving to RightNow.

Article: Bootstrapping Your Way Into Business

Greg Gianforte, CEO of RightNow Technologies, explains several key method to "bootstrapping" your way into business.

Article: Shaklee CIO will consider the cloud for any business need

Shaklee CIO Ken Harris was all about the cloud before it was even called the cloud.

Article: Are You Ready for Today's Loyal Customer?

Customers want to be loyal. The catch, however, is that customers are also more empowered than ever because they have more choice, they are more informed, and they have higher expectations about getting a deal done.

Article: CRM from RightNow Picked for SmartSpeak

SmartSpeak Solutions, a vendor of interactive speech managed services, which operates the Network Speech Operation Center hosting speech applications for Australia, New Zealand and Singapore organizations, has selected CRM products from RightNow.

Article: RightNow Names New Deputy Information Officer

Pete Stoneberg will be the day-to-day leader of the unit that markets products for government customers

Article: 2007 CRM Products of the Year

RightNow Technologies wins 2007 CRM Products of the Year

Article: Consumers Will Pay More For Superior Service

Customer experience plays a critical role where consumers shop for and continue to buy products and services -- and shoppers are willing to pay a premium to guarantee superior customer service, a new report finds.

Article: 2011: The Year Social CRM Goes Mainstream

The University of Toronto's Rotman School of Management recently held a three-day course called "Managing Customer Engagement Using Social Media and CRM."

Article: Charities deploy on-demand CRM to improve operations and fund-raising

Two UK charities have deployed on-demand customer relationship management (CRM) systems to improve their operations and fund-raising.

Article: Only Excellence Matters For Successful CRM

"CRM is four-letter word," says Greg Gianforte, CEO of RightNow Technologies. "Everyone has had a failed CRM project. If you just apply traditional CRM all you're going to do is speed up your internal processes and annoy your customers more quickly."

Article: Hoffman's Hot Seat

Lessons from a Customer Experience Officer

Article: Learning A Valuable Lesson

Even an education services provider sometimes needs to wise up. That’s what Becker Professional Education (BPE) did in 2006, when the Illinois-based company decided to document and improve its service processes.

Article: Unis update on demand CRM

RightNow Technologies has released a CRM package specifically tailored for the university sector, with three Australian Universities already confirmed as customers.

Article: What Is The Future For Traditional Loyalty Card Schemes?

They have spent a lot of time trying to understand the customer better, through loyalty card schemes and sophisticated customer relationship management systems. But these are now under pressure from social media.

Article: RightNow Releases Customer Experience Survey Results

At RightNow’s Customer Summit in Colorado Springs this morning, CEO Greg Gianforte discussed some of the high-level results of this year’s “Customer Experience Survey.”

Article: 888.com Places Sure Bet On RightNow

888.com, one of the world’s most popular online gaming entertainment destinations, has deployed RightNow® to further improve its customer experience.

Article: News Articles 2011

Article: Report Highlights Need For Better Customer Experiences

Some 85pc of consumers would be willing to pay more than the standard price of a product or service to ensure a better customer experience, according to a new Harris Interactive study sponsored by RightNow Technologies.

Article: The 3 Threats to Social CRM

Accenture's Social CRM report reveals the trio of obstacles to overcome when developing a social strategy.

Article: RightNow Names New Deputy Information Officer

Pete Stoneberg will be the day-to-day leader of the unit that markets products for government customers.

Article: RightNow Takes U.S. Government to the Cloud

The Obama Administration is looking to maintain and develop federal programs at lower costs. Cloud computing is one such solution to government needs.

Article: Don’t Perpetuate Bad Habits, Warns Gianforte

RightNow CEO Greg Gianforte warned vendors and users at the Business Cloud Summit not to accentuate their corporate flaws by moving to web-based applications.

Article: BBC gives iPlayer a festive push

The BBC's first marketing campaign for its iPlayer on-demand programming service will break on Christmas Day and star David Attenborough, Jo Whiley and Jeremy Clarkson.

Article: Products of the Week

Read an article on products of the week, which includes RightNow's Cloud.

Article: The 2006 Service Leader Awards

Allen Bonde, vice president of strategy at consultancy eVergance Partners applaudes RightNow Technologies' new business direction.

Article: SAP, RightNow make CRM more mobile

The CRM market got a heavy infusion of mobility in recent weeks. But early mobile adopters say that there are still plenty of challenges to sort out.

Article: Thriving in a Down Economy – Is SaaS the Silver Bullet

‘Buy more software’ isn’t something you expect to hear in a tough economy, but software as a service (SaaS) vendors continue to grow and may be more resilient than most in a soft economy.

Article: Venture Capital Dispatch

Venture capital is tougher to come by these days. Start-up entrepreneurs are finding that venture firms are pummeling a larger share of capital into existing portfolio companies rather than new ones, or playing hardball with term sheets.

Article: Social Media Customer Service The New Norm

54% of all Australian businesses will adopt social media as a customer service channel for the first time in 2011, a new survey involving 80 IT and customer service organisations at the RightNow Asia Pacific Summit has shown.

Article: USQ turns to Web 2.0 to connect with students

Social networking and virtual enviroments to play a new role in communicating with prospective and exisiting students

Article: Ten More (Great) Ecommerce Ideas

Practical eCommerce recently asked 50 industry insiders to share a great, innovative idea that could potentially help an ecommerce firm. Here’s what ten of them had to say.

Article: Thomas Cook expands online agent support

The new functionality, nicknamed Ask Thomas, is powered by customer relationship management software from RightNow and gives frontline agents the ability to access a knowledge database that provides speedy responses to enquiries.

Article: Public Skeptical Of Government Transparency Plans

The federal agency commitment to implementing the Open Government Directive is questioned by a majority of Americans according to survey results.

Article: BBC delivers iPlayer Christmas gift

As part of the BBC's preparation for the iPlayer, the corporation has focused on customer service, implementing technology from RightNow to support service and relating marketing activities.

Article: USQ turns to Web 2.0 to connect with students

The University of Southern Queensland (USQ) is increasingly turning to social media tools and virtual environments to attract students and improve its services. The university is using the conversational power of social networking tools

Article: Good Advice From RightNow's CEO: Go Mobile

During his recent RightNow Summit 2010 keynote, CEO Greg Gianforte said there are six things that every company needs to do, number-one being to “go mobile.”

Article: Ten Minutes That Mattered: Greg Gianforte

RightNow Technologies founder Greg Gianforte learned early in life that he wanted to be the boss, not someone's employee.

Article: RightNow: Real-Time Customer Support Through Corporate Facebook Pages

The drive to turn customer support into a social engines is playing out with RightNow, a publicly traded SaaS provider that is launching a robust Facebook platform for support agents to respond in real-time to Facebook wall posts and other comments.

Article: The 2008 CRM Service Awards: Web Self-Service

While the technology to establish Web self-service is readily available, maximizing the benefits remains a challenge; RightNow Technologies wins by a healthy margin.

Article: Voter-relations management

The Obama campaign hired RightNow Technologies to develop an e-mail response system for people with questions about the campaign.The Obama campaign hired RightNow Technologies to develop an e-mail response system for people with questions about the campai

Article: Marketing & Customer Service Now Joined At The Hip

Time was that a company’s brand and reputation (and ability to sell accordingly) were not directly tied to the quality of customer service it provided.

Article: Tesco buys into SaaSy CRM

Tesco has adopted on-demand CRM technology to improve customer service for people buying electrical items from the retails giant's stores or website.

Article: Tools That Transform Customer Service

RightNow Technologies' Greg Gianforte on the big shift in customer service operations.

Article: Videos Depict Value In Customer Service

Some customers could be shopping in your establishment for the first time so first impressions are important; others will be long-term loyal customers whose retention is priceless.

Article: Agencies Fall Short on Web 2.0

Government agencies are falling short when it comes to using social networks, online communities and websites to engage with citizens, new research suggests.

Article: "Marketing automation: Looking in or looking out?" Jason Mittelstaedt, VP of Marketing, RightNow Technologies

This latest 'CMC Focus On' industry report looks at how marketing is becoming the latest frontline in applications and where it interacts with CRM.

Article: Want to enlist? Let's chat

Air Force uses online service to get to know potential recruits

Article: Tesco deploys CRM system to help customers buying tech products

UK retailer, Tesco, is to deploy a CRM solution from IT services vendor, RightNow, to help it improve the support provided to customers during their buying process.

Article: What Would You Rather Do?

According to a study conducted by Harris Interactive and RightNow Technologies, 54 percent of U.S. consumers surveyed would rather clean their house than deal with poor service.

Article: UK Consumers Willing To Pay More For Better Customer Service: Survey

UK consumers are will to pay more money for a better customer experience, according the new research from SaaS CRM vendor RightNow Technologies.

Article: Study: 82% Of U.S. Consumers Bail On Brands After Bad Customer Service

Companies should worry about public complaints and reports of their brand failures more than ever.

Article: Study: 82% Of U.S. Consumers Bail On Brands After Bad Customer Service

Companies should worry about public complaints and reports of their brand failures more than ever.

Article: XL Leisure Group selects RightNow Marketing

Well functioning teams are essential to running a well functioning call centre. If teams do not work effectively, the whole structure of the call centre is compromised.

Article: Cloud Computing Takes Flight With US Air Force

While security concerns continue to be cited as potential inhibitors to the adoption of Cloud Computing in the public sector, the US Air Force is setting an example by using RightNow technology to take CRM on a new flight path.

Article: Social CRM Puts MySpace Back In The Social Network Ring

Social network MySpace has replaced its traditional customer relationship management (CRM) service with a social CRM, saving £2m and increasing customer satisfaction "threefold" since last year.

Article: RightNow Unveils IVR Experience Contact Center And Management Solution

RightNow launched its next generation Voice Experience Management solution.

Article: Austria: SkyEurope Airlines signs deal with RightNow

SkyEurope Airlines plans to use RightNow to provide superb customer experiences across many European countries.

Article: Customer Service Goes Mobile

Companies are adopting a proactive service approach, contacting customers via their mobile devices.

Article: Top 15 Tips For Bootstrappers

Today, to go along with my new Forbes column, I have more bootstrapping tips from serial entrepreneur and storyteller extraordinaire Cree Lawson.

Article: Trouble Ticketing Systems Directory: RightNow CRM

RightNow CRM reaches far beyond just ticketing to improve all aspects of a company's interactions with its customers.

Article: Figleaves Boasts Rise In Conversion Rates

Lingerie retailer figleaves.com says it has seen conversion rates rise by 50% after introducing customer support that allows shoppers to chat to service agents as they shop.

Article: The case for corporate volunteering

The financial case for giving staff time off to undertake volunteer work may be tricky to measure but growing numbers of firms believe there is a strong case for corporate volunteering

Article: CRM, CX, RightNow – A Perspective

Being at a user conference (versus general industry event) is a great way to hear what the customers are actually doing with a specific system.

Article: BA relies on RightNow during industrial action

British Airways used RightNow to host more than 4.1 million customer service interactions for ba.com during the disruptions caused by the August industrial action last year.

Article: TomTom's sales rise, as web self-service helps keep costs in line

Based on the initial success of RightNow’s solution, TomTom has extended that implementation to include marketing automation capacities from the vendor to support the company’s growing loyalty program, according to TomTom.

Article: The Power of Chat in Customer Service

There is a phenomenon happening in the customer service community and it is generating a massive uptick in the adoption of technology to enable live chat as a customer service best practice.

Article: How Clouds Are Working for Public Sector Users

Cloud computing is changing the way the public sector operates.

Article: The Cloud, The Drugstore And The Social Customer

The book contains insight and analysis from cloud computing expert and ZDNet blogger Phil Wainewright, and includes a session by session breakdown of the summit complete with video excerpts.

Article: Bringing Business Back Home

More companies are moving to rural America vs. outsourcing overseas.

Article: 85 Percent Of Consumers Would Pay More For Exceptional Customer Experience

A Harris Interactive study sponsored by RightNow Technologies, customer experience is playing a significant role in determining where consumers choose to shop and how much they are willing to spend.

Article: The Top CRM 25 Influencers of 2007

We suggest this list of big shots, bloggers, analysts and technologists who made major impacts in 2007 — and whose ideas promise more changes for 2008.

Article: Web delivery cuts errors in ACT's services

If anything is guaranteed to frustrate a customer, it is being given the wrong information.

Article: The World of Startups Outside Silicon Valley

Sramana Mitra's Bootstrapping: Weapon of Mass Reconstruction is a book for our time, becuase it's something real out of Silicon Valley. No more stories about legendary VC fundings or startup-to-IPO in six months.

Article: Virgin Mobile Australia Calls On RightNow for SaaS CRM

Virgin Mobile’s Contact Centre Agents Will Rely on RightNow CRM to Provide Multi-Channel Customer Service

Article: Telcos and ISPs worst at customer service

Companies need to better manage their customer service, especially telecommunications and internet service providers, according to a survey by YouGov.

Article: The Canberra Institute of Technology Deploys RightNow to Enhance Student Support Services

RightNow® Technologies today announced that the Canberra Institute of Technology (CIT), a leading national provider of education services, has deployed RightNow’s on demand Customer Relationship Management (CRM) solution.

Article: Bad service? Oh well, never mind...

UK customers are hacked off with bad customer service.

Article: The 8 'Rules' Of Software That Need To Be Broken

The move to software as a service is making op-ex software budgeting a viable option.

Article: RightNow unveils social media monitoring tools

CRM specialist RightNow has unveiled the latest version of its customer relationship management suite targetted at engaging customers who are using the social web.

Article: BMC Software Shines In Tech Earnings Parade

Cloud-related and software as a service companies shined in the latest batch of technology earnings Thursday.

Article: Dave Caroll On the View

Dave Caroll interview on the View

Article: The Never-Ending Customer Service Journey

RightNow Summit '08: Ultimate customer centricity -- the "faultless journey" -- relies on integrated multichannel communications, an Expedia executive says.

Article: 5 Tips for Deploying On-Demand CRM

What challenges do organizations face when they adopt a hosted customer relationship management service?

Article: thetrainline sees traffic grow but transaction value fall

Online rail booking specialist TheTrainline has seen a spike in volume to its site since its revamp last autumn.

Article: Seesmic Enters The Enterprise

Seesmic is entering a new phase by offering SaaS services through its platform.

Article: Always On

The new generation of consumers, clients, and customers is perpetually connected -- to the Internet, to you, and to each other. What can Web 2.0 do for you?

Article: The Digital Savvy Customer

In a sample of 111,051 US citizens it was found that 5,672 of those fell into the digital savvy group. For the digital marketer, the characteristics of the group make for an interesting read.

Article: What's Your Customer Experience IQ?

To remind us of why delivering a superior customer experience is urgent, Greg Gianforte, CEO of RightNow Technologies, has authored a new book “Eight to Great: Eight Steps to Delivering an Exceptional Customer Experience.”

Article: thetrainline achieves industry recognition for CRM system

Online ticket provider TheTrainline has won an industry award for its efforts to improve communication with customers.

Article: RightNow VP Public Sector Kevin Paschuck On Federal Government Cloud Computing

Kevin Paschuck of RightNow Technologies discusses the future of Cloud Computing in the federal government along with how to overcome challenges to adopting Cloud Computing and how the government has successfully leveraged Cloud data.

Article: Beltway Bet: RightNow Technologies

If RightNow's traction in the government market is any indicator, investors might want to jump off the sidelines now.

Article: THE 2007 Service Leaders, Part 1

2007 Service Leaders--the contact center market's leading vendors in seven areas

Article: The Essential Guide to Hosted vs. On-Premise CRM

Having trouble making a decision? Use this guide to learn the pros and cons of each type of solution.

Article: Cloud Transforming The Business Of Customer Service

This is a company I’ve been following ever since the earliest days of SaaS, and from what I heard last week, it’s heading for a fresh resurgence.

Article: CRM from RightNow Picked for Oz's Virgin Mobile

Virgin Mobile officials say they will use RightNow on all contact center agent desktops to track and manage all incoming calls and e-mails.

Article: TiVo chooses RightNow for customer support revamp

DVR company TiVo Inc. has named RightNow as its new CRM services provider in an effort to improve customer satisfaction and trim operational costs in its support center.

Article: The CRM Watchlist Part II: The Usual Suspects

RightNow is a model of consistency and yet, manages to remain a fresh face in the market.

Article: Forrester Wave Report Reveals Key Trends In Customer Service

The solutions were evaluated against 196 criteria, acknowledging the "quest" of building stronger bonds of buyer loyalty while also creating individualized customer experiences.

Article: The 2008 CRM Service Awards: Elite - iRobot

Automation is second nature to robotics supplier iRobot, making automated customer service from RightNow Technologies a solid match

Article: UK: WSPA UK deploys RightNow on Demand CRM and experiences 40% reduction in repetitive emails

WSPA UK deploys RightNow on Demand CRM and experiences 40% reduction

Article: A Boost In Morale May Bolster Customer Loyalty

Kirk Weisler, chief morale officer of RightNow Technologies, delivered a keynote here at the recent RightNow Summit ‘10 that highlighted the importance of leadership and employee culture.

Article: The Saas Steamroller

For good reason, traditional software vendors are once again taking notice of software-as-a-service providers

Article: Feedback By Design At Newell Rubbermaid

Through a global change management initiative and structured customer feedback, the consumer products marketer has successfully used its seven consumer strategy drivers to improve the overall consumer experience.

Article: UK customers fed up with bad customer service

UK customers are frustrated with the consistently poor service provided by organisations in the UK according to a study by RightNow Technologies.

Article: Waters role in the Pacific

CRM and SFA specialist RightNow Technologies has appointed Brett Waters as vice president for Asia Pacific – South

Article: The Spy Inside; RightNow's CIO and CFO on keeping IT spendig under control

Insight and perspectives needed to keep information officers ahead of the curve. Meet the chiefs in some of the biggest tech companies and revolutionary startups and find out how they are dealing with the fast-changing world of IT.

Article: The secrets to successful emarketing

Done correctly, emarketing can be a highly valuable way to engage new and existing customers and collect the information needed to ensure future communication is relevant and tailored.

Article: RightNow Chat On Figleaves.com Boosts Purchase Conversion Rates

Online lingerie and intimates retailer figleaves.com has successfully introduced a new customer support channel that allows customers to engage real time with service agents as they shop on the retailer’s website.

Article: Shedding Human Resources Systems

The U.S. Air Force Personnel Center is transferring virtually all human resources-related information technology responsibilities to the Defense Information Systems Agency.

Article: Barack Obama: First CRM President?

Sen. Barack Obama may be the first U.S. president to use CRM technology as a tool to encourage constituent feedback and participation, if his campaign's efforts along those lines are any indication.

Article: The Multichannel Service Imperative

It is imperative that companies evolve with customers and provide carefully crafted and distinctive service to customers across all channels.

Article: BBC delivers iPlayer Christmas gift

As part of the BBC's preparation for the launch of the iPlayer, the corporation has focused on customer service, implementing technology from RightNow to support service and relating marketing activities.

Article: Web-Based Software Services Take Hold

Chevron turned to new software that he hadn't considered much before: a Web-based service.

Article: thetrainline.com wins CRM Excellence award

Online ticket booking company Thetrainline.com has won the CRM Excellence Award 2009 for Europe, Middle East and Africa after it was judged to have the most effective customer initiative.

Article: Next Year's Strategic Opportunities

The year ahead in CRM will be important for replacing old systems and for integrating new niche applications that sharpen your game.

Article: Voter-relations management

The Obama campaign hired RightNow to develop an e-mail response system for people with questions about the campaign.

Article: Adding features: RightNow gets the timing part

RightNow knows how to communicate the value of their quarterly releases to their customers when offering implementation of new features.

Article: British Airways cuts call traffic

Official travel information is relayed to the carrier's web site within one hour

Article: Teleperformance, First Call Sign Purchase Agreement

Earlier this week a new study from RightNow Technologies and Harris Interactive, the 2008 "Customer Experience Impact Report," found customer service matters more than ever.

Article: RightNow Ups Outlook, Names New Operating Chief

RightNow Technologies, an on-demand CRM software player, raised its third quarter outlook and named Wayne Huyard as chief operating officer.

Article: RightNow’s Run-Up Validates The Recombinant Contact Center

It is finding success for its “cloud-based” approach as prospects grapple with tough decisions surrounding plans to upgrade both CRM and contact center infrastructure.

Article: Improve Acquisition In 33 Easy Steps

An all-star commission of 31 senior leaders from academia and industry released a 33-step action plan for the Obama Administration to improve IT acquisition in management in lieu of OMB freezing many technology implementations.

Article: SaaS Growth Shows Interest Now More Than Financial

So how is SaaS faring these days? Pretty darned well, according to longtime software industry observers Ray Wang, CEO of Constellation Research, and Evangelos Simoudis, managing director for Trident Capital.

Article: RightNow Introduces Voice Experience Manager

RightNow Voice Experience Manager, part of RightNow CX November 2010, enhances existing telephony environments with a customer experience layer.

Article: Tying Together Social Service and CRM

As social networking technologies continue to seemingly permeate every aspect of most consumers' lives, organizations are looking for ways to also join the movement.

Article: RightNow Named A Leader In The Gartner Web Customer Services Magic Quadrant

Gartner Inc. has recognized RightNow as a Leader in the "Magic Quadrant for Web Customer Services" report, authored by Johan Jacobs, September 10, 2010.

Article: More On Contact Centers In The Cloud

Known then as a CRM vendor, today CEO Greg Gianforte prefers the term Customer Experience software company.

Article: The 2006 Market Leaders

The CRM software market suffered its share of highly publicized financial nightmares this year, but simultaneously continued to grow for the second consecutive year.

Article: Beyond Commerce Chooses RightNow's CRM Solutions

Beyond Commerce has selected RightNow Technologies’ on-demand customer relationship management (CRM) solutions to provide quality service experiences to customers and advertising sales representatives

Article: RightNow Melds Voice Into Highly Personalized Customer Care

Earlier this month, RightNow formally launched its Voice Experience Manager as part of its overall Customer Experience Software Suite.

Article: U.S. government embraces cloud computing, SaaS

Led by the country's chief information officer, Vivek Kundra, the acceptance of Software-as-a-Service (SaaS) and cloud computing initiatives by the U.S. government has surprised even technology experts.

Article: RightNow Launches RightNow CX For Facebook

RightNow CX for Facebook gives companies the opportunity to provide exceptional customer service experiences to those eager to engage with a brand on Facebook fan pages.

Article: Facebook risks? Don't look to your IT security group

Risks associated with employee use of Facebook, Twitter and other social media websites social media shouldn't really be considered the primary responsibility of the IT security department, a Gartner analyst said Tuesday.

Article: 4 Email Marketing Tips

B2B marketers are increasingly turning to email

Article: The Power of Chat in Customer Service

There is a phenomenon happening in the customer service community and it is generating a massive uptick in the adoption of technology to enable live chat as a customer service best practice.

Article: RightNow Names New Deputy CIO for Federal Cloud Operations

Pete Stoneberg will oversee implementations for agencies and DOD commands

Article: RightNow Makes a Big Move Into Mobility

RightNow Technologies announces the release of RightNow Mobile, increasing customer interaction via smartphones, tablets, game consoles, and GPS systems.

Article: Top Five CRM Deployment Mistakes

As companies become more sophisticated about customer relationship management, we’re seeing fewer big mistakes being made with CRM deployments.

Article: TomTom Migrates to RightNow CRM System

RightNow, a vendor of on demand CRM software, has successfully migrated TomTom's on premise customer relationship management operation to its London-based data centre.

Article: Using Data to Get Into Your Customer's Head

Marketing a new product category can prove tricky as marketers struggle to uncover in advance what people will want to know about a product or service that they have never seen.

Article: RightNow's May '09 Edition Introduces Cloud Monitoring

RightNow Technologies' latest release provides the company's answer to social media and customer service.

Article: The 2007 Market Awards: Hall of Fame

This year's inductee has earned his place in the pantheon several times over.

Article: Tech Start-Ups Like Facebook, Twitter Aren't Eager For IPOs

"Good companies can go public in any market," Davidson says. "Today, it is easier to be a private company than a public one." Public companies "have become enslaved by the expectations of analysts and shareholders," he says.

Article: AmberLeaf and Birst Partner to Provide Clients with Powerful Analytics that Improve Sales, Marketing, and Customer Service

AmberLeaf, the leader in sales, service, and marketing optimization, and Birst, a leading provider of on-demand solutions for business intelligence (BI) and analytics, today announced that they are joining forces to help clients quickly improve sales

Article: 4 Keys to evaluating cloud vendors

Know what questions to ask and answer when pitching a cloud solution

Article: The Canberra Institute of Technology Deploys RightNow to Enhance Student Support Services

RightNow® Technologies today announced that the Canberra Institute of Technology (CIT), a leading national provider of education services, has deployed RightNow’s on demand Customer Relationship Management (CRM) solution.

Article: The customer is everything

Commentary--Today, the success of every consumer-facing business depends on making it easy and satisfying for people to do business with you.

Article: The Emerging SaaS-Only Enterprise

Shaklee is using RightNow's technology for all its customer interface applications, mass-mail marketing, call centers, telephone order entry and Web knowledge content capabilities.

Article: Barriers to CRM Success

Tech obstacles to CRM success can be considerable, but others include process and people concerns--read here about two companies' experiences.

Article: Food for Thought: RightNow Technologies helps Organic Valley feed information hungry consumers

RightNow Technologies helps Organic Valley feed information-hungry consumers

Article: Tesco adopts CRM software to improve customer handling in call centres

Tesco has introduced on-demand CRM technology to improve customer service for people buying from the retailer's stores or website.

Article: Web Services on Steroids

Article: 40% Would Rather Go To The Dentist Than Deal With Bad Customer

RightNow Technologies recently announced the results of its completed customer experience report.

Article: 12 Best Government Websites

Easy access to government online has gone from being nice-to-have to being necessary in the "open government" era, with many government websites taking advantage of modern designs and technologies to help do the trick.

Article: 10 Questions for Greg Gianforte

Gianforte spoke to Inside CRM about RightNow Version 8, the promise of constant uptime and what his company does to build relationships with its own customers.

Article: Cloud Solutions Firm RightNow Adding To Area Staff

In a press release, RightNow says the new office space will help it continue its public sector division growth and accommodate new workers.

Article: VLM Airlines deploys RightNow to enhance customer self-service

RightNow Technologies today announced that VLM Airlines, a leading European business airline, has gone live with RightNow

Article: Microsoft's Danger Zone

Microsoft is expected to introduce a phone under its own brand soon. If it does, company executives would do well to study Google's foray into mobile hardware: Without real people offering customer support, things can turn ugly fast.

Article: Another View Guest commentary: On-demand services create a new need for software compliance

For federal government information technology managers, there is perhaps no more important issue than security.

Article: AmberLeaf and Birst Provide Powerful Analytics to Clients

AmberLeaf, a specialist in sales, service, and marketing optimization, has partnered with Birst, a provider of on-demand solutions for business intelligence (BI) and analytics.

Article: AlwaysOn: SaaS love fest

Ray Lane led the panel of software executives and competitors discussing whether the software as a service model has finally arrived.

Article: RightNow CX Cloud Platform

RightNow has unveiled a "customer experience cloud platform" with the release of the RightNow CX Cloud Platform.

Article: BT.com Uses RightNow On Demand CRM to Chat with Business Customers Online

RightNow Technologies, today announced that BT Business is rolling out RightNow Chat to empower contact centre agents to instantly respond to customer queries via its BT Business' help and support website:bt.com

Article: RightNow Technologies Interview On SaaS CX Solution

Cloudtweaks.com recently spoke with Andrew Hull, Director of Product Marketing at RightNow, and JP Saunders, Director of Product Marketing, CX Platform at RightNow, about current trends in cloud computing.

Article: What Does RightNow Technologies Think Of Social Business?

Next in our quest for vendor’s thoughts on Social Business is RightNow Technologies. Want to read the previous ones? Here are Oracle, Attensity, Fuze Digital, Moxie Software, SAP, and GetSatisfaction.

Article: The New face of ERP

Enterprise applications come out of the back office to manage everything from business operations to student lifecycle relations.

Article: Update on the Obama Campaign’s Use of the Web

Last week I spoke again with Colin Jones, a Regional Manager for the Public Sector and the RightNow project manager for the Obama effort and Andrew Hull, Director of Product Marketing to get an update on Obama’s use of the web through RightNow.

Article: RightNow Spurns Oracle For NetSuite

It’s always good to see cloud computing vendors putting their money where their mouth is.

Article: How J&P Cycles Rides Social Media To Revenue

In Q4 2009, however, J&P Cycles started to monitor and analyze traffic coming to its e-commerce site, JPCycles.com, with the Cloud Monitor application from RightNow Technologies Inc.

Article: Better web help can reduce contact centre traffic by 50%

RightNow Technologies' Doug Warner says businesses can reduce the number of contacts handled by contact centres by as much as 50%, simply by helping customers find the information they are looking for faster and more efficiently.

Article: Video: Up By The Bootstraps

RightNow Technologies founder Greg Gianforte preaches the merits of doing more with less.

Article: Web services lead the way to CRM

On-demand business applications are seeing increasing adoption among business users large and small.

Article: Call Center Cloud Computing Platform Highlighted By Five9 At RightNow Summit 2010

http://newsinabox.net/866/call-center-cloud-computing-platform-highlighted-by-five9-at-rightnow-summit-2010.html

Article: Crafting a New Way to Hear Customer Complaints

RightNow is taking aim at social networking sites with a product called Social Solution-- one reason some industry analysts believe RightNow, with only about 800 employees, has an advantage over some of its larger rivals in the CRM market.

Article: Approval Granted for Private Software to Run in Secure Cloud

This software as a service offers customers the benefits of cloud computing with enhanced information assurance.

Article: Best Practices in the Call Center: Make Every Contact Count

The importance of call centers and the value they create impact the customer experience in a time when customers are spending less.

Article: RightNow Technologies Turns A Corner

RightNow Technologies certainly has come a long way in the last ten years and the company used its industry influencers day in Colorado Springs this week to remind us.

Article: Survey Says People Prefer Online Federal Customer Service

Online service pleases customers 63 percent of the time versus 45 percent for phones.

Article: Government Meet the Citizens; the Role of Social Strategies in the Government

Kevin Pashchuck, Vice President of Public Sector of RightNow Technologies guest blogs about how agencies can be more social in their citizen experience initiatives.

Article: One on One: Greg Gianforte Of RightNow

Greg Gianforte, Founder of RightNow Technologies, spoke with Brent Leary in this interview, which has been edited for publication.

Article: For agencies, cloud's future lies between hype and reality

Adopting cloud computing seriously will bring dramatic changes, experts say

Article: Four Cloud And SaaS Application Firms Worth Watching

Salesforce.com, RightNow, Informatica and Vocus are leading the way to cloud services and social media monitoring, according to an analyst.

Article: BT expands self-service with RightNow

BT has chosen RightNow to manage the majority of its online customer service interactions, replacing an incumbent system from Kana.

Article: A CRM Showdown In Times Square

For the first time ever, executives from four of the industry’s top firms—representing Microsoft, Oracle, RightNow Technologies, and SAP—gathered on one stage to field questions, duke out competencies, and tussle over CRM’s biggest trends.

Article: How To Build A Bootstrapping Culture

Here are some tips to the art of building a business with little or no cash.

Article: A secure cloud computing event -- for real

The attendees of a morning-long symposium on secure cloud computing April 13 were taken by surprise when they had to walk through metal detectors under the watchful eyes of uniformed and plainclothes law enforcement officers to get in.

Article: The Big Deal: RightNow Technologies

The easy deals can be made by anyone. The big, meaningful ones draw on the experience of a lifetime--as well as on lots of moxie and luck. Forbes is asking leaders in business and other fields about the pivotal "Big Deals" they have made

Article: The New Barbarians

Free software. Bargain chips. The always-on Internet. Today's tech giants are in danger. But the next big boom has already begun.

Article: Ten Steps To Corporate Social Media Success

It’s a rare CIO that has not been asked to at least consider social media as a tactic to improve their organisation’s reputation. Many have been asked to build social services that win business or cut costs.

Article: The Match Game

These important tips to consider when choosing a live chat vendor for your ecommerce site help to see the differences in order to find the right solution.

Article: J&P Cycles Recognized As "Social Superstar"

J&P Cycles of Animosa, Iowa, has been recognized as a “Social Superstar” by RightNow Technologies during the customer relationship management company’s annual summit in Colorado Springs.

Article: The Right Start Rejuvenates the Juvenile Market

Personalized emails go a long way for reaching busy parents.

Article: What's New

RightNow Technology's new Higher Education Solution includes integrated recruitment and retention guides to assist institutions in meeting goals.

Article: The 50 Most Powerful People in Networking

NETWORK WORLD’S 2006 PICKS

Article: Video: Cliff Saran talks to David Ward, Nikon's CRM boss

In this interview Cliff Saran speaks to David Ward, CRM manager at camera manufacturer about how the company has been improving its customer service by using CRM software supplied on-demand from RightNow Technologies.

Article: Web Services on Steroids

Consider an organization-wide Web services delivery strategy.

Article: The Definitive Guide to On-Demand CRM

On-demand software not only has proven its staying power but also has been gaining traction year after year among enterprises of every size.

Article: The Government's Place in the Cloud

Government agencies once notorious for living in the technological Dark Ages are being lured to SaaS, and it's easy to see why. They want to streamline their bureaucratic processes and reduce their operating costs.

Article: J&P Cycles Named A Social Super Star

J&P Cycles has been recognized as a "Social Super Star” by RightNow Technologies for our commitment to servicing and communicating with customers and motorcycle enthusiasts through our blog and the emerging channels of Facebook, Twitter and YouTube.

Article: RightNow names new deputy information officer

RightNow Technologies Inc., a company that provides customer relationship management software and services, said Tuesday it has named a new deputy chief information officer.

Article: RightNow Helps Brands Whack Facebook Challenge

No doubt customers of SaaS CRM provider RightNow will be glad to learn of today's news that it will be adding full Facebook integration to its platform in November.

Article: USQ turns to Web 2.0 to connect with students

The University of Southern Queensland (USQ) is increasingly turning to social media tools and virtual environments to attract students and improve its services. The university is using the conversational power of social networking tools

Article: 50 Fastest-Growing Software Companies for 2006

Baseline's ranking of the 50 business software companies with the biggest year-to-year growth finds that eight of the top 10 offer software as a service.

Article: Customers Sick Of Poor Service Vow To Spend More On Quality Providers

The majority of consumers are so tired by the standards of service delivered through contact centres and other channels they are willing to pay at least five per cent more if it guarantees higher quality of customer care.

Article: Customers Turn To Cyberspace To Vent Anger

Research by customer experience experts Right Now Technologies reveals that three quarters of customers fire off an email following an unsatisfactory service.

Article: The host with the most

Greg Gianforte is a self-confessed serial entrepreneur whose latest business venture, RightNow Technologies, was founded in 1997.

Article: 5 Tools to Help Discover New Customers in a Down Economy

In an age where customers are as precious as rain drops in a drought, CRM is often hailed as the most essential business survival tool.

Article: The Montana Mogul: RightNow CEO Greg Gianforte

His current company, RightNow, was founded in 1998, had an IPO in 2004, and has passed $100 million in revenue.

Article: RightNow Helps Brands Whack Facebook Challenge

For anyone looking after customer support and marketing for a popular consumer brand, keeping up with all the channels consumers can use these days to keep in touch must feel like playing a round of Whac-a-Mole.

Article: Customer Service Excellence Reaches The Bottom Line

However, the results of the 2010 Customer Experience Impact Report by Harris Interactive and commissioned by RightNow are both interesting and not necessarily self-serving to RightNow.

Article: RightNow Technologies Turns A Corner

RightNow Technologies certainly has come a long way in the last ten years and the company used its industry influencers day in Colorado Springs this week to remind us.

Article: Questions CIOs should ask before moving to cloud

Today we continue our conversation with Greg Gianforte, CEO and founder, RightNow Technologies.

Article: Boosting web site visits w/ personalized emails

Segmented and tailored e-mail messages can be a key driver for sales while personalized follow-up can turn a one-time customer into a loyal repeat customer.

Article: Customer Centricity Wins

Customer Experience -- EMEA/APAC winner: PhotoBox. Online photo printing company PhotoBox is not content with just being considered customer-centric. Its employees want everyone to know they are "consumer obsessed."

Article: Cloud Computing Takes Flight With US Air Force

While security concerns continue to be cited as potential inhibitors to the adoption of Cloud Computing in the public sector, the US Air Force is setting an example by using RightNow technology to take CRM on a new flight path.

Article: A Sampling of Saas

Hosted software offerings are taking root across the manufacturing business model.

Article: What Seems to Be the Problem?

With RightNow's help, Carfax was able to implement a new FAQ page and boost its productivity and customer satisfaction.

Article: MSPs Introduce Service Level Refunds

Article: New Product Registration Capabilities in RightNow February ’09 Drives Top Notch Customer Care

RightNow Technologies today released the latest version of its on demand customer relationship management (CRM) solution, RightNow February ’09, which includes new product registration capabilities.

Article: RightNow Gets Air Force Win

Bozeman, Montana-based RightNow Technologies revealed Tuesday that one of its U.S. military customers has upgraded its service from on premise to on demand.

Article: Smart Social Networking For Your Small Business

Next to mobility and cloud computing, social networking was the talk of Interop this year--especially at a conference session devoted to social software tools and a portion of the Unconference, where real SMB users talked about how to make the most of it.

Article: CRM Forecast 2009: Looking Back - Not Bad, Not Great

Without much further ado, let's take a holiday look at how my 2009 forecast turned out after all

Article: Photobox Improves IT Systems

Photobox has improved its IT systems to keep customers in the picture

Article: RightNow Blends CRM, SaaS and Social Media

Plenty of MSPs are mulling CRM strategies. You know the major names — Salesforce.com, Microsoft Dynamics, Siebel Systems, SugarCRM, and plenty more. But this week RightNow has caught our attention with its CX software-as-a-service.

Article: Stimulating Citizen Experience

Could an infusion of Web 2.0 in the public sector change the way we view constituent service?

Article: Federal Government Considering Cloud Computing

In a sign that the government is looking to move quickly in its shift toward cloud computing, the General Services Administration has issued a request for information from infrastructure-as-a-service vendors, with a deadline of May 26.

Article: Building the Social Customer Service Experience

Over the next couple of years, more and more companies will take the plunge into delivering a more "social" customer service experience, to better engage with customers while also improving efficiency.

Article: Panic Passes

RightNow Technologies CEO Greg Gianforte says deals are getting done, but it takes longer.

Article: DISA 'private cloud' serves as personnel system

The Air Force Personnel Center at Randolph Air Force Base, Texas, has moved its personnel support applications to a “software-as-a-service” model hosted by the Defense Information Systems Agency.

Article: RightNow helping clients get social

RightNow Technologies has joined the growing field of CRM providers offering social network monitoring to clients. Cloud Monitor, part of RightNow's latest service suite upgrade, tracks consumer comments on Twitter and YouTube

Article: Genesys and RightNow deliver integrated solution for customer interaction management

RightNow Technologies and Genesys Telecommunications Laboratories, Inc, announced they have tightly integrated their customer service application suites and will deliver a joint offering available by the end of May.

Article: RightNow puts its money where its mouth is

RightNow Technologies today bolstered its world-class software-as-a-service (SaaS) capabilities with a money-back guarantee.

Article: Charles Tyrwhitt enhances customer experience with RightNow

Charles Tyrwhitt has implemented an on-demand customer relationship management (CRM) solution from RightNow, designed to provide consumers with 24-hour access to information on items such as delivery timeframes, returns policies and clothing alterations.

Article: Is This A Tech Comback?

With Apple and eBay out with earnings today and the NASDAQ up seven of the last nine days, is the techology sector finally truning around?

Article: MSPs Introduce Service Level Refunds

From the United States to Australia, a growing number of managed service providers and SaaS (software as a service) companies seem to be using a new tactic to boost sales:

Article: RightNow Talks Back to the Cloud

CIO Laef Olson sounds off on cloud computing as a buzz phrase.

Article: SaaS can be mission critical too: CRM Specialist

CRM vendor RightNow Technologies highlights how it is breaking the myth that SaaS is only great for small and NPO enterprises with low-key security issues

Article: GameStreamer Turns to RightNow for On Demand Customer Experience Management

RightNow Technologies, an on-demand customer relationship management, CRM, solution company, has announced GameStreamer has selected the RightNow CRM solution to increase customer satisfaction.

Article: Entrepreneurial Stimulus At The Local Level

Tax breaks and funding will only get you so far. Regardless of the state of the economy, I always advocate the principles of bootstrapping for entrepreneurs.

Article: Online train ticket retailer wins CRM excellence awards

thetrainline.com uses RightNow to build a single view of customer interactions that its 280 contact agents can use to provide a fast and efficient service to customers when handling enquiries across phone, email, web and chat channels.

Article: Don't Fear Social Media

Greg Gianforte, RightNow CEO, said that companies now need to control the customer experience they deliver and look beyond internally focused customer management systems to externally focused customer experience solutions to drive results.

Article: Uptime: the hidden CRM competitive advantage

A couple of weeks ago, we talked to Microsoft about its 99.9 percent uptime guarantee for Microsoft CRM Dynamics Online. While such a guarantee is a pleasant reassurance for small customers, it’s a major point for enterprise customers,

Article: Social Media Policy Guidelines Can Encourage Use Outside Enterprise and Adoption Within

As the use of social media grows within the enterprise and on the Web, the need for policies and guidelines to govern employee behavior becomes more essential.

Article: MSPs Introduce Service Level Refunds

From the United States to Australia, a growing number of managed service providers and SaaS (software as a service) companies seem to be using a new tactic to boost sales: If the MSPs and SaaS providers don’t fulfill their service level agreements (SLAs),

Article: CustomerThink Showcase Innovation at Work

Check out RightNow Technologies Solutions Consulting Manager, Patricia Guerrero in Next-Generation Customer Service with Web 2.0 and Social Technologies webinar.

Article: Customer Service On Steroids

The lines are blurring inside big companies between customer service and sales roles. Greg Gianforte's Web software firm, RightNow Technologies, is sparking the change and reaching across tweets, chat rooms and blog posts to see what people are saying

Article: Social media like Twitter change customer service

When Wes Harper's high-definition cable service went on the fritz a few months ago, he hopped on Twitter and tried to reach Comcast's customer service reps.

Article: It Keeps Coming Back to Customers

Experts weigh in on keeping a customer centric mindset to be a competitive differentiator imparitive for managing tough economic times.

Article: RightNow Launches New Software

Bozeman, Montana-based RightNow Software is rolling out a new, cloud-based software called RightNow CX, the firm said today, which will help in customer interaction and sales.

Article: RightNow Secures a Cloudy Future in Government

You know a trend is maturing when the government jumps in. Not that there aren't forward thinking people in government, but let's face it, things don't exactly happen at warp speed. Unless Obama is driving it.

Article: Department Of Defense Pursues Private Cloud

The agency is launching development and testing tools that should make it easier for military developers to test and deploy software themselves without the red tape.

Article: RightNow Picked to Assist with Jackson Hewitt Tax Customers

RightNow Technologies officials say their CRM on-demand product is "assisting" 200+ service representatives for Jackson Hewitt Tax Service, a tax prep company, give better customer support experiences.

Article: Can Cloud Computing Get "Army Strong"?

RightNow Technologies unveils high-security software-as-a-service capabilities compliant with the Department of Defense's standards.

Article: RightNow Secures Department of Defense Contracts

Bozeman, Montana-based RightNow Technologies has unveiled new "defense-ready hosting capabilities" designed to support both the Department of Defense and other civilian government and intelligence agencies,

Article: OpenMethods Links RightNow and Genesys to Empower Contact Centers

Customer relationship management provider RightNow Technologies reportedly announced integration between RightNow On Demand Agent Desktop and Genesys Customer Interaction Management suite using Open Methods’ RightNow Adapter.

Article: RightNow taps social web to boost customer experience

RightNow Technologies, a vendor of customer experience management software, has launched the latest edition of its on-demand solution designed to help firms tap the social web and thereby improve customer support and drive product innovation.

Article: Recognize Customers as Individuals, Part 1

Over the past few weeks, I've been exploring the use and applications of maturity models to help organizations understand where they are in their analytical capabilities and develop strategies and road maps for moving forward.

Article: CRM and RNOW hook onto Social Networking

Worldwide CRM market revenue was up 12.5% to $9.15 billion in 2008

Article: RightNow Adds Secure Hosting

Bozeman, Montana-based RightNow Technologies, a developer of customer support and customer relationship management software, has added new support for "high security" hosting on its products.

Article: CRM's RightNow Earns Nod from Industry Analysts

RightNow Technologies reportedly has been named as a “strong performer” in “The Forrester Wave: E-Mail Marketing Service Providers” – a report from Forrester Research, Inc.

Article: Customers report frustrations when booking online

Travel companies may be losing out on online bookings due to consumer frustration with the experience, according to a new survey of 1,000 Britons.

Article: Doing business with...

Brett Waters, vice president Asia Pacific South, RightNow Technologies

Article: Opinion: Cloud 9 for the enterprise or is our vision clouded?

Brett Waters, vice president APAC – South, RightNow Technologies, speaks exclusively to CRN about what cloud computing is and how this affects our organisation attitude towards technology.

Article: How Many Facebook Users Will Go Public?

Facebook now asks users if they want their comments open to the public. So far, few do—but marketers are salivating at the potential

Article: Tesco boosts customer support

Tesco’s technical support division is rolling out a new customer relationship management (CRM) system to improve visibility of client needs.

Article: Meet-Up Month: RightNow, Sage and Microsoft

There is an unmistakable trend in most areas of CRM, contact centers included, to move more operations to an on-demand footing.

Article: Social Media Meets Good Old-Fashioned Service

In a recent briefing from RightNow Technologies, the SaaS (Software as a Service) CRM provider showcased it’s new functionality called Cloud Monitor. The vendor can now search social networking sites for comments about a company,

Article: Chat chops time out of services

Companies can't afford high levels of customer churn, especially when an economic crisis is doing serious damage to the bottom line. One company - albeit in the background - helping others cut and contain costs is RightNow,

Article: Retailers look to KM to drive business

In this difficult economic climate, retailers face more daunting challenges than ever. Many are using knowledge management solutions to help improve sales and their bottom line.

Article: RightNow tool aims to improve customer service

Customer experience managment vendor RightNow Technologies has released RightNow CX, a new web-based tool designed to help firms improve their customers' online experiences, while driving sales and improving margins.

Article: News Article 7479CRM Playaz Episode #8: Kindle DX, XXX Rated, C-Level Smackdown RightNow's Greg G.; and Twibes?

Our C-Level Smackdown this week features Greg Gianforte, the CEO of RightNow, industry rockstar and HOFer and a good dude. Does he slip up? You’ll have to listen.

Article: Innovation amid disruption and change

Enterprises still underestimate the impact of social networks and social media, says Laef Olson, CIO of RightNow Technologies.

Article: Radical Customer Care

How RightNow improves its customer service.

Article: RightNow, Salesforce Offer Services To Track Customer Complaints On Twitter, YouTube

So you buy a new smartphone, and the touch pad stinks. You post on your Twitter or Facebook account, “Should’ve known better than to buy a phone from XYZ Corp. Their stuff is junk.” You expect a few sympathetic replies from friends. Instead,

Article: RightNow joins CRM movement to extend customer service to social networks

RightNow Technologies is the latest CRM vendor to add social networking monitoring capabilities to its service suite.

Article: RightNow Introduces High Security CRM Hosting for US Department of Defense and Federal Civilian Agencies

RightNow Technologies today unveiled new, highly secure, defense-ready hosting capabilities designed to support both the Department of Defense (DoD) and other civilian government and intelligence agencies that require stringent,

Article: Tech Solution: Web Self-Service

Save money and decongest your contact center traffic by investing in Web self-service solutions that can field the most commonly asked questions, provide answers, and help customers resolve issues by themselves.

Article: CBS Interactive Benefits from RightNow Tech's CRM Solution

CBS Interactive, the web’s eighth most popular destination, uses RightNow Technologies On Demand CRM solution, and it is paying off handsomely. Since implementation, CBS Interactive has seen measurable improvement in its business.

Article: RightNow's pre-emptive strike

The Bozeman, Mont.-based RightNow has repackaged its SaaS offering as RightNow CX that make consumers happier, better, stickier customers.

Article: RightNow Introduces RightNow CX, the Customer Experience Suite

The RightNow CX solution turns customer relationship management on its head to better align with what is happening on the Web with social media.

Article: RightNow Ups the Ante on SaaS with Service Level Credits

RightNow Technologies today bolstered its world-class software-as-a-service (SaaS) capabilities with a money-back guarantee.

Article: RightNow’s inside-outside May ‘09 edition

Next week, RightNow’s going to release its May ’09 edition, and it’ll add a couple of things that I think will become pre-requisites for CRM in the very near future.

Article: Cloud 9 for enterprise or a clouded vision?

In his book, Living on the Fault Line, Geoffrey Moore states that in order to be successful, companies should concentrate on their core activities and outsource all other activities.

Article: SaaS An Easy Sell For This CIO

RightNow Technologies CIO Laef Olson talks about SaaS and how he approaches it with people who fill shoes similar to his.

Article: Dave Duffield Inherits the Earth

Many companies whose solutions rely on front office data currently have an easier time integrating with front office solutions than legacy back office systems.

Article: RightNow Talks Telespresense

RightNow of Bozeman, Mont., makes customer-service software. Forbes talked recently with chief information officer Laef Olson about new technologies that can help RightNow's business.

Article: RightNow backs cloud SLA with refund offer

RightNow Technologies offers CRM on an on-demand basis and aims for 99.9 percent uptime (equivalent to ten minutes of downtime per week).

Article: Global CIO: The Excellent Opportunity Facing CIOs

CIOs today are in the perfect position to lead the next wave of customer-centric business evolution.

Article: Businesses use Twitter to communicate with customers

When a Stanley Cup broadcast suddenly went black in late April, many Comcast subscribers simply scooted to Twitter to find out why.

Article: RightNow Technologies Optimistic About Future

Last month I reached out to Greg Gianforte the CEO of RightNow Technologies regarding how his company is doing. Why? Well the hosted communications/call center/CRM market seems to be doing better than others as a result of reduced CAPEX budgets...

Article: RightNow is Enabling Further Government Adoption of the Cloud

As I have written here on several occasions the US Federal Government is providing leadership in moving to the cloud. Recently, I spoke with Kevin Paschuck, VP Public Sector for RightNow and their CIO, Laef Olson.

Article: Special Olympics gets loud welcome

“Loud and Proud,” the message on a hand-painted sign, captured the spirit of Wednesday night’s opening ceremony for the 2009 Special Olympics Montana State Summer Games.

Article: Demand Generation Vendors Offer Few Social Media Applications

Article: RightNow, or your money back

RightNow Technologies has made a new commitment to its customers. It is now offering a money-back guarantee for its SaaS solution; if it falls short of its 99.9% up-time objective, it will refund a percentage of its clients’ subscription fee for customers

Article: Holidaymakers ‘swayed by customer care more than prices’

Brits are more likely to book a holiday based on good quality customer care rather than cheaper prices, even in the tough economic climate, according to new research.

Article: RightNow customer thetrainline.com wins EMEA award for CRM Excellence

Shortlisted alongside two other finalists, thetrainline.com presented details of its customer care strategy at the Gartner Customer Relationship Management Summit in London.

Article: RightNow Adds to August '09

Bozeman, Montana-based CRM vendor RightNow Technologies has announced August ’09, with new graphical desktop workflow capabilities and new analytics for Cloud Monitor, company officials say.

Article: CRM, Sterling Commerce solutions boost customer shopping experience

One direct response television company is taking steps to improve its customers shopping experience and on-demand tools are playing a big role.

Article: Social Experience is About to Cross the Chasm

In 1991 Geoffrey Moore published the book, Crossing the Chasm. The title is drawn from his addition to the Diffusion of Innovations theory popularized by Everett Rogers in his 1962 book and expressed by Roger's Bell Curve. Confused yet?

Article: Genesys “GValidates” OpenMethods RightNow Adapter

There’s “recombinance” and then there’s “GValidated recombinance”. Today’s announcement from RightNow Technologies to the effect that there is a fully tested integration between RightNow’s On Demand Agent Desktop and the Genesys

Article: RightNow February '09 Release Adds Product Registration Capablilites

I have covered RightNow, provider of CRM and customer service support systems, on a number of occasions and wrote about their last release. Recently, I spoke with Andrew Hull, Director of Product Marketing at RightNow.

Article: RightNow Picked by Stamps.com

Stamps.com, which trades in postage online and shipping software, has picked the RightNow on-demand customer relationship management (CRM) to provide customer service via the Web, phone and e-mail.

Article: Canberra Institute of Technology deploys RightNow CRM

Training institution The Canberra Institute of Technology (CIT) has deployed RightNow's on demand CRM solution to provide an enhanced student support service.

Article: CRM breaks out

The days of the monolithic, high-risk CRM implementation seem long gone, but in fact such projects were the rage until just a few years ago. You still see them from time to time, as in Telecom's Siebel project that aims to transform the business

Article: RightNow Introduces New Strategy for Customer Experience

The sun hasn’t even risen yet here in Colorado Springs, Colo., but RightNow Technologies is already pulling back the shades on what many have been wondering about since its acquisition of HiveLive back in early September.

Article: RightNow Provides Web Social Monitoring and Analytics with Latest Release

Business insight is the main focus of RightNow’s May 09 release. It added two major components, Cloud Monitor and Enterprise Analytics, to its cloud based CRM suite.

Article: Direct Marketing Company Delivers Seamless Sales and Service Experience for Its Customers With Sterling Commerce Solutions

Sterling Commerce Customer Connection - Sterling Commerce, an AT&T Inc company, today announced that Guthy-Renker, one of the world's largest direct response television companies, is revolutionizing its customer shopping experience

Article: RightNow Embraces "Social CRM," Upgrades Analytics

As part of its May '09 release, available now, RightNow is introducing a new "cloud monitoring" feature that enables agents to enter search terms (e.g. brand or product names) and find posts on the social web.

Article: RightNow Unveils New Cloud Monitor and Enterprise Analytics with RightNow May ’09

RightNow (NASDAQ: RNOW) adds Cloud Monitor and Enterprise Analytics to the latest version of its on demand customer relationship management (CRM) solution, RightNow May ‘09.

Article: SaaS: Bailing out government IT

Next year, as directed by the Constitution, the U.S. Census Bureau will enumerate the country's citizens. That can be tricky when some of them want to go unnoticed. But this time the Census Bureau will use software as a service to try to accomplish that

Article: On demand: in demand?

It may seem like a dramatic claim, but for the last 10 years or so the software industry has been undergoing somewhat of a civil war. We have two competing factions; on one side are those who evangelise the benefits of SaaS, while on the other are

Article: Survey reveals consumer worry over rising travel costs

Research into holiday booking habits has revealed that 21% of UK consumers plan to decrease the amount of holidays they book in 2009, as a result of the prevailing economic conditions.

Article: Investors

Article: Hot or not: Software as a service

SaaS is no longer just about CRM

Article: Holidaymakers ‘swayed by customer care more than prices’

Brits are more likely to book a holiday based on good quality customer care rather than cheaper prices, even in the tough economic climate, according to new research.

Article: Hoffman's Hot Seat: Customer Data in the Clouds

Tom Hoffman spoke with RightNow Technologies CIO Laef Olson about cloud computing concerns and steps that can be taken to address them.

Article: Hertz enhances online bookings

Hertz has acted on customer feedback and made it even easier to make and modify car rental bookings online at www.hertz.co.uk, or over the phone.

Article: Greg Gianforte, CEO, RightNow Technologies, Inducted into CRM Hall of Fame

Greg Gianforte, CEO, RightNow Technologies, Inducted into CRM Hall of Fame

Article: Government Customers Save £3Million With RightNow

RightNow Technologies announced it saved its 45 public sector customers nearly £3 million last year by transforming the way they serve their customers.

Article: Google Unplugged: Why Its Offline Approach Is A Strategic Turning Point

It's a challenge to the Microsoft business model, but also a new phase in the increasingly important courtship of Web developers.

Article: Global CIO: The Excellent Opportunity Facing CIOs

CIOs today are in the perfect position to lead the next wave of customer-centric business evolution.

Article: Global CIO: Oracle And RightNow Have Analysts Bullish On Growth

Analysts are bullish on two very different companies, Oracle and RightNow: what does this tell us about the enterprise IT market?

Article: Global CIO: CIOs Shattering Social Media Taboos, RightNow Says

As the social web's business value has outstripped security concerns, CIOs have begun buying, RightNow claims.

Article: Getting Out of the In-Box

Before deploying an on-demand system, ResortCom's Alex Marxer had to realign the company's business processes.

Article: Get the most bang for your IT buck

Recessions are the perfect time to hone your IT planning and penny-pinching skills, says Andrew Donoghue.

Article: Genesys, RightNow deliver integrated CRM solution

RightNow Technologies and Genesys Telecommunications Laboratories Inc., will deliver a joint offering that will be available by the end of May.

Article: Genesys and RightNow Deliver Integrated Solution for Customer Interaction Management

RightNow Technologies and Genesys Telecommunications Laboratories Inc., will deliver a joint offering that will be available by the end of May.

Article: Genesys and RightNow deliver integrated solution for customer interaction management

RightNow Technologies and Genesys Telecommunications Laboratories, Inc, announced they have tightly integrated their customer service application suites and will deliver a joint offering available by the end of May.

Article: GameStreamer Turns to RightNow for On Demand Customer Experience Management

RightNow Technologies, an on-demand customer relationship management, CRM, solution company, has announced GameStreamer has selected the RightNow CRM solution to increase customer satisfaction.

Article: Gaining Acceptance

While Snay says it’s still too soon to tell how the technology has impacted admissions applications or enrollment, he says students have reacted positively to the attention.

Article: Full Service

The complexities that accompany quality e-service delivery through many channels have companies thinking more strategically about the tools they use.

Article: For Some Skeptics, Phone Systems Now Hit The Right Tone

Automated technology helps cut costs, but real agents won't disappear.

Article: For Company in Remote Location, Ex-Residents Offer Promising Pool

It's hard enough for a small business to attract talent. It's even more difficult when that business is located hundreds of miles from a major job market.

Article: Online shoppers torn between bad service and cheap products

About half of Australian and New Zealand online shoppers will abandon online retail sales providers with poor customer service, a survey has found.

Article: BT gets chatty with business customers

BT is using instant messaging (IM) technology to allow its business customers to contact its customer service team.

Article: More Than 140 Higher Education Institutions Worldwide Use RightNow on Demand CRM

RightNow Technologies today announced that more than 140 colleges and universities use its on demand CRM solution to recruit and retain students.

Article: RightNow expands CRM feedback loop

RightNow CRM users can now automatically send customers a survey following an online chat session with an agent, the company has announced.

Article: RightNow Buffs Up Retail App

New features in RightNow's retail-specific application will make it easier for service reps to invite feedback during chat sessions, and then leverage it to take appropriate action.

Article: Gianforte's eight-step programme

RightNow boss Greg Gianforte has revealed his eight rules for improving customer relationships in business, with the intention of creating the fabled 360-degree view of the customer

Article: Mashups, portals and chat: RightNow unveils August 08 upgrade

RightNow Technologies has lifted the curtain on its latest update. With a focus on customer experience in the Web 2.0 world, will it be a game changer for the software as a service player?

Article: Working in The Cloud: World Society for the Protection of Animals

The World Society for Protection of Animals (WSPA) UK, has deployed RightNow Technologies CRM in its supporter services team and across its website to improve their supporters’ experience.

Article: Gartner and 1to1 Customer Award Winners: Customer Service Optimization

Gold Winner: Overstock.com's Customer Care Drives Growth

Article: On-Demand Analytics Birsts Upon the Scene

Success Metrics releases Birst, a software-as-a-service business intelligence package with a free entry-level offering and a surprising focus on verticals.

Article: Consumers demand better customer service

Results from RightNow's study of consumer spending and expectation during the current credit crunch.

Article: Saas-y Applications

There are several trends that “consistently bubble to the top” amidst conversations and observations from analysts, competitors, customers, engineering, and the sales team.

Article: Study finds consumer expectations of improved customer experiences rise as the credit crunch takes hold

A new study of consumer spending and expectation during the current credit crunch has found that while consumer spending is likely to decrease or stagnate, expectations of improved customer experiences and offerings are rising.

Article: Sold on SaaS

Software as a service has so delighted CIO Jonathan Earp at Informa PLC that he's positioning his company, and his IT staff, for the next step. That's a move to the broader concept of cloud computing.

Article: Google Chrome Will Challenge Some SaaS Providers

Google Chrome could help Salesforce.com, DemandTec, and other SaaS vendors evolve their offerings, but it also presents problems.

Article: Churn and burn retailers leave customers fuming

According to a new online satisfaction report released yesterday, more than half surveyed have ceased buying products and services from a company due to poor customer service.

Article: Is Open Source the ERP Cure-All?

Conventional and hosted applications thrive, but open source ERP is coming on strong. Here's how to choose the best type of solution for your own institution.

Article: Customer Service: Old Technology is Often the Best

Businesses looking to cut costs should think twice before they make changes that could lead to lower-quality service. People are more likely than ever to spread the word after a bad customer-service experience.

Article: Mashing up the client to the cloud

Next week, I’ll fulfill a long-running ambition when I attend the Office 2.0 conference for the first time — I’m moderating a panel on Platform as a Service.

Article: Streamlining Admissions: Opening the Front Door

When the admissions office runs smoothly, both students and staff benefit. Here are 10 ways to get there.

Article: Customer Experience -- EMEA/APAC winner: PhotoBox

Article: RightNow August ‘08 Release: Customer Portal, Widgets, Co-Browse and Proactive Chat

RightNow Technologies announced their latest release this week, RightNow August ‘08, and it includes some very cool features that pay tribute to their B2C roots.

Article: Choosing the Right Solution Will Bring Your Institution's CRM Strategy to Life

The right CRM solution can deliver great constituent experiences across the student lifecycle to attract applicants, retain active students, and maintain relationships with alumni.

Article: Forget Politics As Usual

This year online technology is making its mark on the U.S. political process as a crucial part of any campaign strategy, much like it has in business.

Article: Obama's Answer Center -CRM from RightNow on the Campaign Trail

The Obama campaign needed a way to respond to this dramatically increasing incoming flow and approached the on-demand service, RightNow, for CRM help.

Article: RightNow Summit: Credit crunch gives added elbow to customer clout

The credit crunch is tipping the balance of power ever more in the favour of consumers

Article: Oracle Adds Single-tenant Option to CRM On Demand

Oracle Corp. today expanded its SaaS CRM application to include a single-tenant version, a move that will offer customers more flexibility and security, according to the company.

Article: Study Examines Importance of Customer Service

Research by numerous companies investigating the contact center industry has time and again revealed that customer service is a key to customer loyalty. RightNow can help with this.

Article: Case study: Thomas Cook improves customer service

The travel group's "Ask Thomas" portal will support 17,000 users by delivering up-to-date information

Article: New Study Finds Customer Experience Expectations Continue to Rise Despite Economy

A new Harris Interactive customer experience impact study (sponsored by RightNow Technologies) finds that 87 percent of consumers have stopped doing business with an organization after a bad customer experience.

Article: RightNow shoots the contact center generation gap

It’s not enough for CRM companies to introduce new features to their solutions – they have to introduce new features that people will actually use.

Article: RightNow Continues Move to Web 2.0

RightNow has upped the interactivity quotient in its August '08 release, giving users a new customer portal that offers plenty of options for Web 2.0-style communications

Article: More on the Obama Campaign’s Use of the Web with RightNow

Last week I spoke again with Colin Jones, Public Sector Regional Manager and the RightNow project manager for the Obama effort and Andrew Hull, Director of Product Marketing to get an update on Obama’s use of the web through RightNow.

Article: FAQs-Do you have them?

A recent article in Customer Relationship Management magazine explained how Carfax has used to develop an ever-expanding list of FAQs which customers can search online.

Article: Getting the customer experience right even more important in downturn

"A new study of consumer spending and expectation during the current credit crunch has found that while consumer spending is likely to decrease or stagnate, expectations of improved customer experiences and offerings are rising.

Article: CRM in action: BA tackles terrorist pressures

When new passenger regulations were implemented 18 months ago, BA prepared itself for a surge in contact from concerned customers using RightNow.

Article: Cooking up success: Grill maker cuts call-center volume, customer complaints with CRM

Meco, Corp., an outdoor grill manufacturer learns the lesson of the boomerang effect and implements a CRM system to help directly market to the end-user.

Article: CRM from RightNow Reeled In by Cabela's

Cabela’s has announced the adoption of RightNow Technologies on demand customer relationship management for customer service.

Article: RightNow adds to customer service offerings

RightNow Technologies has added new capabilities to RightNow Retail, an on-demand CRM offering deployed by retailers including Cabela's.

Article: Consumer frustration leads to lost sales for Great Britain's e-retailers

Online retailers in Great Britain lost sales during the 2007 Christmas shopping season because consumers had difficulty in finding product and delivery information.

Article: RightNow Offers New Features with August 08 Release

RightNow is a customer centric CRM company located in a very nice part of the world, Bozeman Montana.

Article: Customer Experience: Lifeboat for Today’s Economy?

In its third year, the study finds that the experience is becoming more important as consumers continue to demand the service bar to be raised.

Article: Software as a service (SaaS) is now on the menu of large companies

Having been the order of the day in small- and medium-sized businesses, software as a service (SaaS) is now on the menu of large companies.

Article: RightNow Enhances Software For Retailers

Bozeman, Montana-based RightNow Technologies said Tuesday that it has enhanced the firm's software-as-a-service offering for retailers.

Article: RightNow Nov 08 Release Focuses on Call Center Agent Support

I recently caught up with Andrew Hull, Director of Product Marketing for an update and discussion of their latest release. This release focused on enhancing support for multi-channel contact centers.

Article: RightNow Takes Aim at Customer Service 2.0

The Bozeman, Mont.-based provider's latest quarterly on-demand release "pushes the envelope," according to one industry analyst.

Article: SAP Tempers Revenue Outlook

Software Supplier Faults Credit Crisis for Drop in Orders as Businesses Feel Pinch

Article: RightNow Launches Feb 08 Release

RightNow February ’08 features a Contextual Work Space feature which dynamically changes the fields shown on an agent's desktop based on the interaction with the customer

Article: RightNow powers Obama's Answer Center

The Obama campaign is using the Internet and other web-based technologies to engage voters and stay in touch with constituents.

Article: IT's Should-do List

Laef Olson, CIO of on-demand CRM vendor RightNow Technologies, sent me a list of the things he thinks often aren't being done but should be, especially when "IT constantly has a million things to do."

Article: Most Agencies Still Wary of SaaS

The GSA decided to use the SaaS model for USA.gov, and the Defense Department chose SaaS to acquire collaboration tools through its Net- Centric Enterprise Services contract.

Article: Cabela's Chats and Connects With Customers Online

Cabela’s uses RightNow On Demand customer relationship management (CRM) to chat and connect with customers online.

Article: Study: 87 Percent of Customers Leave Due to Poor Service

According to a new study from RightNow Technologies and Harris Interactive, the 2008 “Customer Experience Impact Report,” customer service matters more than ever.

Article: Five copies of book to give away

The recently launched book ‘Eight to Great: Eight Steps to Delivering an Exceptional Customer Experience’, explains how to deliver experiences that transform consumers into life-long customers

Article: Consumers spurn company 'churn and burn'

Consumers yearn for companies with a brain, and happily spurn those whose only true speciality seems to be poor customer service.

Article: One in five Christmas web sales abandoned

Nearly one in five (19 per cent) online Christmas shoppers abandoned their purchase before they paid because of insufficient delivery information, according to a survey.

Article: SkyEurope Airlines ties up with RightNow

The airline, which has carried 3.7 million customers over the past 12 months, plans to use the system for enhancing customer experience, initially deploying in English, Slovakian and German languages to support their biggest markets.

Article: BT.com uses RightNow on demand CRM

RightNow Chat can help improve contact centre productivity by enabling BT Business agents to serve several customers at a time through simultaneous chat sessions.

Article: Cabela's Connects with Customers Online

Cabela’s uses RightNow On Demand customer relationship management (CRM) to chat and connect with customers online.

Article: RightNow CEO Greg Gianforte: Big Bang CRM Has Fizzled Out

When economic times are tough, cost reduction is more important than ever, a lesson that RightNow CEO Greg Gianforte says his company learned well when the tech economy imploded earlier this century.

Article: CRM and Obama, CRM in the Gulf, LS2 and Microsoft ERP, OSA Elections, Nexendi's ERP, NetSuite's Virginity

According to company officials, Democratic Presidential candidate Barack Obama’s campaign is using RightNow Technologies’ CRM.

Article: Getting the customer experience right even more important in downturn

"A new study of consumer spending and expectation during the current credit crunch has found that while consumer spending is likely to decrease or stagnate, expectations of improved customer experiences and offerings are rising.

Article: How Barack Obama Is Using the Web to Further Engage Voters

Barack Obama uses Web 2.0 tools to further engage its participants in campaign work and to better understand the issues that are important to voters.

Article: CRM on the Campaign Trail with Barack Obama, According to RightNow Officials

Obama is the only candidate using any sort of CRM technology, however, there are other CRM products being used by other candidates, according to the report.

Article: RightNow Wins Mobile Phone Service Firm

RightNow Technologies revealed Tuesday that mobile service provider Helio is supporting its customer base through the use of RightNow software.

Article: RightNow Tries New UI Approach to CRM App

Context-sensitive drop-down menus and topic monitoring are two key upgrades

Article: RightNow August ‘08 Release: Customer Portal, Widgets, Co-Browse and Proactive Chat

RightNow Technologies announced their latest release this week, RightNow August ‘08, and it includes some very cool features that pay tribute to their B2C roots.

Article: CRM for Retailers from RightNow Enhanced

RightNow Technologies has announced enhancements to RightNow Retail, its on-demand CRM product tailored for retailers.

Article: SaaS technology benefits SME IT upgrades

Independent market analyst Datamonitor has examined the drivers associated with SaaS technology used by SMEs, which ease IT upgrades and provide access to the latest functionality.

Article: Simon Hendery: When the customer wants answers

Linksys is a customer of RightNow, a business focused on helping its clients use the web to improve "the customer experience” while reducing costs.

Article: Citizen CRM: Treating Taxpayers Like Customers, Part 2

Government agencies are catching on to the need for CRM and other technologies.

Article: Measuring SaaS's Profitability

Bruce Richardson has found that most SaaS companies are losing money acquiring new business in hopes of gaining long-term profitability over the life of the customer relationship.

Article: Obama Campaign Relies on Tech Tools

Every campaign has a site, but this presidential candidate uses technology effectively to connect with voters.

Article: CRM Vendor RightNow's Telecom Support Picked by Helio

Helio, a mobile service provider in United States, announced today that it’s selected “RightNow Telecom,” RightNow Technologies’ on-demand CRM product for telecommunications companies.

Article: CRM from RightNow, February '08 Release Announced

This version, company officials say, offers "a new contextual workspace" as well as topic monitoring capabilities to help "understand customer sentiment."