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© RightNow Technologies, Inc.
How To Deliver an Exceptional Customer Experience
Johann Rangel
Customers Have the Power!
86%stop doing business with
organization after one bad experience…
#1 Reason
to recommend a company: Outstanding service (not price or product quality)
Harris Interactive, 2009 Customer Experience Impact Report
70%of customers registering a complaint will return to
your business if their issue is resolved.
And that number increase to
95% if they feel their
issue has been resolved quickly
TARP Worldwide Research
But The Good News Is….
Three Experiences REALLY Matter
Best CX Solution
eService Social
RightNow has the highest total ranking across the three experiences that matter the most: eService (Web), Social, Contact Center.
Contact Center
“Vendors that can demonstrate a strategy of providing support for all these areas (contact center, Web, analytics and social CRM) will be best-positioned to lead the market.”
RightNow CX
Intelligent Voice Automation
Multi-Channel Agent Desktop
Contact Center Experience
Design
Web Self-Service
Mobile
Chat and Co-Browse
Email Management
Web Experience Design
Support Communities
Innovation Communities
Cloud Monitoring
Social Experience Design
Customer Feedback
Service Sales Marketing
Analytics
Knowledge Foundation
Enterprise Integration & Extensibility
Results Expertise Easy-to-Buy Client Success Mgr
RightNow Project Methodology
Centers of Excellence
8 Step Methodology
Cloud Services Agreement
Pilots| |CX COMMITMENT
RightNow’s Breakthrough Approach
Improve customer experience while
reducing costs
Highly modular CX solution – focus on
areas with highest impact first
Unique knowledge foundation infused
across entire solution suite
Mission Critical Software-as-a-Service
Immediate results
Proven 8 Step CX Methodology from
more than 5,000 client engagements
Proven CX Methodology
Establish a Knowledge Foundation
Empower Your Customers
Empower Frontline Employees
Offer Multi-Channel & Cross Channel Choice
Listen to Your Customers
Design Seamless Experiences
Engage Proactively
Measure and Improve Continuously
More Gartner & 1to1 Customer Awards Than Any Other Vendor
BEST CRM EMEA FINALIST 2007
BEST CRM FINALIST 2007
CRM SILVER 2008
BEST CRM 2008 &
CSS GOLD 2008 CRM GOLD 2008
ORG TRANS SILVER 2009AND CSS SILVER 2008
BEST CRM EMEA 2009
CUSTOMER EXPERIENCE
WINNER EMEA/APAC 2010
CE EXCELLENCE &
CRM GOLD 2009 CSS GOLD 2009 CSS SILVER 2009
BEST CRM 2007
CRM SILVER 2009
RightNow Customers Set the Standard
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