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Hot off the press...
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.
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.
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´ ...
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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,”
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.
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.”
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.”
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.
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.
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.
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.
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.
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.
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.
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..
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.
Frustrated Shoppers? Social Media And Software Can Soothe Their Concerns
iRobot, uses a customer relationship management tool from RightNow Technologies Inc. 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
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.
The Real Story
TheStreet.com, with over 9 million listeners, interviews RightNow CEO, Greg Gianforte, regarding breakout stocks.
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.
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.
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 center...
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
