The Insider's Guide to Next-Generation BPM
05/29/2009
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.
ebizQ received the following:
“Today, companies can’t force one-sided conversations with customers; enterprises must listen closely to what consumers are saying. RightNow’s new Cloud Monitor and Enterprise Analytics help organizations take the next step in delivering great experiences by listening to and understanding customers.” Greg Gianforte, CEO, RightNow
Hear more about Cloud Monitor from Greg Gianforte here.
The RightNow Cloud Monitor tracks external conversations about products, services and brands, as they occur on the social Web. Available now, the Cloud Monitor tracks both Twitter and YouTube; support for other social networking sites like Facebook, MySpace and LinkedIn is planned for the future. RightNow Enterprise Analytics provides deep analysis on the internal data collected through direct customer interactions.
RightNow is the first SaaS (software as a service) CRM vendor to provide comprehensive business intelligence using both internal and external data. RightNow Cloud Monitor Brings Customer Service to Social Networking
RightNow Cloud Monitor helps companies follow discussions on social networking sites. Based on what the Cloud Monitor reports, an organization can use RightNow Service to initiate next steps; follow up can range from updating information on the web site to the automatic creation of a service incident or proactive outreach.
The Cloud Monitor also uses RightNow’s unique SmartSense emotion detection to dynamically scan the text of tweets (and other content) and assess how consumers feel about a business. For example, a negative emotion score could be prioritized for immediate action.
“We see significant value in tracking what is being said about our company and our products out in the social arena. RightNow’s latest release will allows us to leverage our existing RightNow Service solution to track Twitter and easily respond to tweets by reaching out directly to our customer to help solve the problem. Keeping up with and exceeding consumer expectations is challenging, but at iRobot we are committed to delivering the very best customer experiences.” Maryellen Abreu, director of global technical support, iRobot
“Including social networks changes the definition of CRM from the stale exchange of data to a live, vibrant network of connected individuals who share their abilities, expertise, and interests.” The CRM 2.0 Imperative, Bill Band, Forrester Research, Inc., March 10, 2008
On Demand CRM with Enterprise-Class Analytics
RightNow Enterprise Analytics marks a milestone for CRM delivered on demand, making RightNow May ‘09 one of the first SaaS CRM solutions to include enterprise-class data warehousing and analytic capabilities on demand. Organizations can now use RightNow Enterprise Analytics, to intelligently tap into their CRM and contact center data and gather business insight.
RightNow Enterprise Analytics:
Click here for a demo of RightNow Enterprise Analytics.
“It is not enough to simply track the discussion in the ‘cloud’ or collect customer data from interactions, the key is using this knowledge to proactively engage with consumers to ensure better experiences. Internal customer data and external conversations are a huge opportunity for an organization to close expectation gaps or to have a proactive engagement with their customer. As the first on demand vendor to include both Twitter and YouTube as customer service channels, we are giving our clients a unique opportunity to glean insight from rapidly evolving social networking sites.” David Vap, vice president, products, RightNow
About RightNow Technologies
RightNow (NASDAQ: RNOW) delivers on demand CRM solutions that help consumer-centric organizations deliver great customer experiences. Approximately 1,900 corporations and government agencies worldwide depend on RightNow to better meet the needs of those they serve. RightNow is headquartered in Bozeman, Montana. For more information, please visit RightNow Technologies.
RightNow is a registered trademark of RightNow Technologies, Inc. NASDAQ is a registered trademark of the NASDAQ Stock Market.
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June 3, 2009
One of the most compelling trends in the enterprise business technology space over the past year has been the emergence of cloud computing. In ebizQ’s upcoming Qcamp virtual un-conference, leading industry experts and practitioners will explore the role of service-oriented architecture (SOA) and business process management (BPM) in supporting cloud-computing initiatives. Additionally, the new skills that developers and IT managers need for successful cloud development will be discussed.Register
Date:Apr 07, 2010
Time:13:00 PM
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Date:Apr 07, 2010
Time:12:00 PM
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