RightNow Analytics

Turning customers into advocates requires knowing them and understanding their needs.
That's why you need RightNow.

To deliver a great customer experience, you have to know your customers and what they want-and whether or not your customer relationship management system delivers it. So, to out-perform the competition, your insight must be better than theirs. You need complete visibility into customer behaviors, issues, comments and loyalty levels. You need a complete view of these attributes across all of your service, sales, marketing and feedback touch-points. And you have to be able to scrutinize the customer insight you collect in order to detect actionable patterns and trends. With RightNow, you'll be able to:

• Discover opportunities for revenue growth, cost savings and improvement in customer loyalty
• Detect potential problems before they cost you money or customer loyalty
• Embed role-based dashboards, reports and analyses across the application, including on the user's own personalized homepage
• Empower users at all skill levels to independently create custom analytics to help them better do their jobs

RightNow Analytics makes it easy to capture, synthesize, distribute and manage customer intelligence across your organization. Everyone from your frontline employees to your managers and C-level executives can use real-time insight to make smarter, timelier decisions directly impacting business performance. A comprehensive library of pre-built role-based reports and dashboards empower employees to work efficiently and effectively to measure, report, analyze and improve the customer experience your organization provides.

Essential Capabilities

Service Analytics
RightNow enables you to significantly improve customer satisfaction and loyalty by measuring and improving all facets of the post-sales service experience. During the incident management process, you'll be able to nip potentially costly issues in the bud by identifying them earlier and acting on them more quickly. With call center CRM software from RightNow, you'll see which channels are used by which customers, so you can allocate your resources with optimum efficacy. You'll also be able to determine where additional resources are yielding minimal incremental benefits-so you can avoid spending money where it doesn't need to be spent.

Sales Analytics with Sales Lead Tracking
RightNow provides granular, real-time visibility into your pipeline-allowing you to more accurately forecast revenue and take proactive steps to accelerate pipeline velocity. You'll be able to quickly identify stalled deals, so you can move quickly to get them accelerated. With RightNow's historical trending tools, sales lead management will be better equipped to evaluate and address performance issues and identify and reward individual achievements. You'll also be able to determine your best sales tactics using RightNow sales force automation software and replicate those tactics across the entire organization.

Marketing Analytics
With RightNow, you can fully leverage your historical marketing data to precisely target the right audience with the right offer at the right time. You can also gain deeper, more granular visibility into what types of campaigns are most effective with your various audiences in order to maximize marketing ROI. More importantly, using enterprise marketing automation from RightNow, you'll be able to see what doesn't work-so you don't waste your money and turn customers off with irrelevant communications.

Feedback Analytics
RightNow supports customer experience management best practices with customer service survey software that makes it easy to consolidate, analyze and distribute all of the customer feedback you collect across your company. With customer satisfaction survey software, you can quickly pinpoint even the most subtle correlations between how you interact with your customers and what they think of you. Plus, you'll demonstrate you're listening to your customers-and acting on what they tell you.

RightNow gives you a full range of powerful, practical analytic capabilities for your business, including:

• A comprehensive library of pre-built or customized role-based reports and dashboards for all core business functions
• Intuitive, drag-and-drop design of customized reports and dashboards
• Exception-based alerting
• Microsoft Excel®-style functions and calculations for creating personalized analytics
• Advanced analytical tools for developers and power users
• Scheduled report execution and delivery
• Integration with leading business intelligence and report management platforms

"RightNow Analytics provides the broad frontlines of business immediate actionable analytical insight to ensure customer experiences are delivered consistently and profitably. Integrated sales, service, marketing and customer feedback analytics monitor the pulse of business activities in real-time, empowering companies to keep the experiences it delivers well-tuned." - IDC

Benefits

• Survey software provides improved customer satisfaction and long-term loyalty
• Optimized allocation of people, budgets and resources
• Rapid discovery and response to exceptional conditions-positive or negative
• Across-the-board support for a more customer-centric corporate culture
• Greater empowerment of individual employees to pursue and achieve excellence