2006 Summit Presentations by Topic

Customer Experience
Service
Analytics
Marketing
Sales
Voice
Public Sector

Customer Experience

Case Study: Turning Customer Experiences into Competitive Edge
Drawing from the real-world, the thought leadership of Martha Rogers (Peppers & Rogers Group) and the technology expertise of RightNow Technologies, this will be a guide for improving the customer experience. This session will discuss why managing the customer experience remains the best path to differentiation and maintaining a competitive edge. Bring your questions for this "roundtable" discussion on customer experience with Martha.

The Strategic Value of a Superb Customer Experience
A superb customer experience is more than just something nice to do. It is an absolutely critical differentiator for businesses seeking to excel in today's highly competitive global markets. This session will help you understand the crucial importance of customer experience management to your company and the bottom-line benefits that accrue when it is done right.

Knowledge at the Point of Action: A Breakthrough for Your Business
Every time your company interacts with a customer, there is an exchange of knowledge. Knowledge may flow from your company to the customer, from the customer to your company, or both. But if that knowledge exchange does not occur where and when it needs to, the customer experience suffers. This session will outline the meaning of knowledge at the point of action and teach you about its associated concepts, best practices and benefits.

Service

Advanced Answer Console Design:
Giving your Customers What They Want
Your RightNow Answer Console is a critical link in the delivery of knowledge at the point of action. This session will ensure your ability to deliver a great customer experience by providing users with easy access to the information they want and need. You'll also get up to speed on the latest and greatest Answer Console features.

Chat: Leaveraging the Service Channel
As instant messaging becomes pervasive, chat is emerging as a powerful channel for customer service and support. This session will help you understand how your business can benefit from both the immediacy and multi-tasking that chat offers. It will also show you how to make the most of RightNow Live, RightNow's integrated chat management solution.

Advanced Integration and Customization Techniques
This session is for developers and other IT professionals who want to know how to best integrate RightNow solutions with other enterprise systems and perform more extensive customizations. Topics covered will include specific API functions, coding best practices, and tips for customization-as well as real-world examples of highly successful projects.

Advanced Business Rules:
Automating the Breakthrough Experience
RightNow's business rules let you define and automate the workflows that support a great customer experience in sophisticated and highly flexible ways. If you're already using rules, this session will show you how to take your implementation to the next level with richer rules that incorporate variable thresholds, multiple dependencies, and a variety of triggered actions.

Using Service Analytics to Drive Superior Performance ***
Learn how to take full advantage of the valuable, actionable information RightNow provides about support center performance, agent productivity and your customers' top issues. This session will show you how to make the best use of key standard reports and offer you best practices for using the insights you gain to significantly improve the customer experience.

Rightnow Service 8: A First Look***
RightNow Service 8.0 extends RightNow's widely recognized market leadership with new features, an enhanced look-and-feel, and expanded functionality that will empower your company to deliver an even more compelling customer experience. This session offers a great opportunity to get an up-close look at our knowledge at the point of action release.

The Basics: Introduction to Knowledge Base Management ***
This is a must-attend session for anyone who needs a comprehensive overview of all knowledge base management principles. You will learn how to streamline the creation and management of knowledgebase content and how to ensure that your content is driven by your customers' actual needs. You'll also learn how to make the best use of RightNow's key reporting features.

Advanced Knowledgebase Concepts:
Optimizing the Self-Service Experience
This session will show you how to get the most out of RightNow's industry-leading search technology, so you can further improve your self-service rates. You'll learn how to fine-tune indexing and search parameters so your customers can find what they need even more easily, and you can continue to drive down your operating costs.

Fine Tuning Your RightNow Knowledge Base
RightNow offers a wide range of configuration capabilities that can significantly improve self-service rates-but can often be overlooked. Don't let the happen to you! Attend this session to make sure you understand how to optimally configure your system to deliver the best online experience.

Business Rules: Processes and Policies for a Great Customer Experience
RightNow's business rules provide a simple, powerful way to ensure that you deliver a quality experience with every customer interaction. They also provide the automation you need to optimize contact center efficiency. At this session, you'll learn how to take full advantage of these workflow and escalation rules to achieve both your quality and productivity objectives.

The Hows and Whys of Integration
To truly deliver knowledge at the point of action, it's often necessary to integrate RightNow with ERP applications, telephony infrastructure, and other enterprise systems. This session will explain how these integrations are performed and will offer real-world examples the highlight the significant business benefits that they deliver.

Advanced Knowledgebase Administration:
Driving Continuous Performance
This session is for experienced content managers and those with particularly large and/or complex knowledge bases. You'll learn how to fully exploit RightNow's advanced features-including privileged access, multiple interfaces, foreign language support and customized reporting. You'll also find out how other advanced users are getting the most out of their investment in RightNow.

Achieving Service Excellence Through Multiple Channels
When you fully integrate your phone, email, web and chat channels, you can deliver a much better customer experience and significantly reduce operational costs. This session shows you how to achieve this goal with unified channel management and common knowledge base content.

20 Great Ways to Enhance Your Customer's Experience
This session presents a wide range of proven techniques for enhancing the customer service experience and improving contact center cost-effectiveness. Topics covered include SLA definitions, the use of Flash knowledgebase content, product and category linking, incident color-coding, and optimized management of multiple interfaces.

RightNow Service 8: A First Look ***
RightNow Service 8.0 extends RightNow's widely recognized market leadership with new features, an enhanced look-and-feel, and expanded functionality that will empower your company to deliver an even more compelling customer experience. This session offers a great opportunity to get an up-close look at our knowledge at the point of action release.

Upgrading Your RightNow Service Environment
If you're on an older version of RightNow Service, this session will outline the benefits of upgrading and the steps you should take to ensure that your transition is a smooth one. It will include information about Upgrade-On-Demand, which allows you to set up "pilot" instances of the system populated with your live data and business rules before going live.

The Contact Center as a Competitive Advantage
Your contact center can provide your company with a significant competitive advantage by delighting customers, minimizing costs, and generating revenue opportunities. This session provides practical, field-proven advice about the steps you can take today to achieve these goals with best-practice processes, policies, and metrics.

Advanced Support Console Design: Views, Queues and SLAs
To deliver a consistently superior customer experience, you need deep, granular insight into the performance of your support center. This session will show you how to use your RightNow Support Console to maintain compliance with SLAs and track key performance indicators. You'll also learn how to best deal with growth in the size and complexity of your business.

10 Easy Ways to Become an Instant Service Hero
Front-line service staff can radically improve the bottom-line performance of the companies they work for. This session will offer 10 proven ways any support team can deliver an improved customer experience, help reduce operational costs, and even drive top-line revenue. Topics covered will include capturing customer insight, minimizing talk times, and up-sell/cross-sell techniques.

Support and Answer Consoles
By optimally configuring and managing your Support and Answer Consoles, you can substantially enhance the quality of your customer experience and drive reductions in the cost of your support center operations. This session will cover established best practices for configuration and management of both consoles.

Analytics

Advanced Analytics: Getting Deeper Customer Insight
Designed for "power users" of RightNow Analytics, this session will help you understand how to mine data and turn it into knowledge, thus getting deeper actionable insight into your customers' needs and behaviors. Topics covered will include comparison periods, trending, outer join filters, custom scripting, and other advanced RightNow reporting capabilities.

Marketing

RightNow Marketing 8: A First Look
RightNow marketing is the industry's most powerful solution for getting your company's key messages out to existing customers and prospects. This session will acquaint you with the solution's new capabilities and show you how it can help your company achieve its growth objectives while delivering a more personalized and positive customer experience.

RightNow Surveys: Listening to Your Customers
RightNow Surveys-formerly RightNow Metrics-makes it easy for you to consistently tap your customers for the insights critical to your marketing success and an optimized overall customer experience. This session will help you make the most of the solution's functionality and give you lots of new ideas about how you can use it to great effect across your entire company.

Marketing Metrics that Matter
Metrics are extremely important for improving marketing performance. This session will show you how to best use your RightNow dashboard, surveys, test cells, and reports to pinpoint opportunities for performance improvement and avoid the problems that typically undermine campaign effectiveness.

Tips and tricks from RightNow's Marketing Team
Our marketing organization has more experience using RightNow Marketing than anyone else. Come to this session to find out how we create, execute and track our campaigns to hit our targets and maximize response rates. You'll also get the inside scoop on how we've learned to most effectively manage email lists and handle leads.

Sales

High-Impact Best Practices for Your Sales Team
RightNow Sales and Salesnet offerings are designed to enable a full range of proven sales best practices. This session will acquaint you with many of these best practices-from basic productivity enhancers such as Outlook integration to structured selling techniques that you can utilize to boost performance and user adoption across your organization.

Value of Sales Force Automation
Professionals in the Sales Force Automation space will present as to the enormous benefits of utilizing a Sales Force Automation (SFA) application. Focus will be on the impact SFAs have in increasing sales and productivity.

Salesnet: A Dive Into the Product
In May, RightNow acquired Salesnet, an on demand software firm focused on sales workflow automation. This acquisition will help accelerate RightNow's customer experience management development efforts by combining RightNow's patented knowledge foundation with Salesnet's sophisticated workflow engine. Take a step inside of this new technology and see how it can benefit your organization.

RightNow Sales 8: A First Look
RightNow Sales 8.0 provides the comprehensive, intuitive functionality your sales team needs to achieve maximum productivity and to ensure the most positive overall customer experience possible. Attend this session to get an up-close look at all of its capabilities and to understand how it can benefit your organization.

Sales Analytics: High Performance Management Techniques
Clear, granular visibility into sales activity is essential for maximizing team performance and maintaining accountability to upper management. This session will show you how to take full advantage of RightNow Sales's reporting capabilities to monitor your pipeline, pinpoint performance problems, and give executives the at-a-glance insight they need to make better business decisions.

Reinforcing and Maintaining Sales Methodologies Using Technology, featuring CustomerCentric Selling
The RightNow Salesnet workflow engine allows for organizations to institute best practices for developing relationships with prospects and customers. CustomerCentric is a well known sales methodology used worldwide. Combining the expertise of RightNow Salesnet and CustomerCentric best practices, this session will provide you the understanding of the value of forming a sales methodology, CustomerCentric processes and reinforcing a sales methodology in RightNow Salesnet.

Voice

Transforming Your Company's Voice Channel ***
Voice remains a critical channel for marketing, sales and service. Attend this session to find out how you can radically transform your voice channel with automation and speech technologies-so that you can increase revenue, reduce costs, and deliver a competitively differentiated experience across all customer touch-points.

Public Sector

RightNow in Education:
Strengthening Institutional Bonds
RightNow has been widely adopted by more than 100 institutions of higher learning to optimize the constituent experience while strengthening institutional bonds and reducing cost. In this focused session, you'll learn how these institutions have achieved these gains-as well as how they are expanding their implementations to take advantage of RightNow's sales and marketing capabilities.

RightNow in Government: Enabling the Citizen-Centric Agency
Government agencies at all levels have leveraged RightNow to improve the quality of service they provide to the public while driving down operating costs. Attend this session to discover how these agencies have achieved their successes and how they are continuing to innovate by leveraging the full range of functionality RightNow provides.

Public Sector Roundtable
This session offers a great opportunity to share with your peers in the public sector about current trends and challenges affecting government & higher education missions, operations and technology strategies. It will feature an interactive roundtable discussion where you can bring up the issues that concern you most and find out how RightNow can help.