© 2008 RightNow Technologies, Inc.

RightNow Marketing Best Practices

By JD Pahre

• Segments• Contact Custom Fields• External Suppression List• Settings (RNM_DEFAULT_URL, etc.)• Documents• Contact Upload Wizard• Mailings- Checkboxes to use• Proofing• Test mailings against ISP’s

Where we are Headed TodayBest Practices for…….

Using Segments

• Use Segments whenever possible• Difference between segments and lists• Segments update automatically, are dynamic• You can narrow your audience quickly• Custom Fields are accessible in Segments• Segments can also be used in campaigns and should be• If you use the “Honor Global Opt-In” checkbox EVERY

TIME, then you don’t need opt-in filter in every segment

Segments- Creating Filters

Segments – More Than one Filter

Segments.. Preview Tab

Contact Custom Fields

• Used to narrow down (segment) your audience• Global opt-in is usually not specific enough• Create and use lots of Contact Custom fields!

• Examples:• Opt-in for newsletters yes no• Opt-in for sale coupons yes no• Opt-in for technical support mailings yes no• Opt-in for trade shows yes no• Age of Contact 15-30 31-40 41-50 50+

Contact Custom FieldsSeen in Contact Record

External Suppression List

• List of contacts you do not EVER want to email • These are the people who not just unsubscribed, but

threatened you ( that is being a little dramatic)• Make sure you leave the “Honor External Suppression

List” check box ALWAYS checked for “yes”• You can add one name at a time or upload a list• This should be used as often as possible

• Since we all have these kinds of customers• One more way to stay in good standing with ISP’s if you are

diligent about adding to the External Suppression List.

External Suppression List• Screen shot

Configuration Settings

• In Settings, “RightNow Marketing and Feedback”• Under the “Miscellaneous” heading

• RNM_DEFAULT_URL • RNM_ADDTL_INFO_URL• RNM_UNCLASSIFIED_BOUNCE_URL

Settings - RNM_DEFAULT_URL

Settings – Additional Info

Settings -Unclassified Bounce

Document Best Practices

• Use and report on Tracked Links• Privacy Policy or link to it• Text version of every document• Physical Address• Unsubscribe link : Which uses RNT as your unsubscribe

master list (or integrates real time with other system)• Conditional Sections can be useful (Answer 1935)

• A segment within a document• Show a section of the document to a segment of people

Documents- HTML Version

Documents – Text Version

Contact Upload Wizard

• Used to import many contacts• Map your fields to the fields in RNT • Know what you want when you export from the other

system• Have Contact Custom Fields set up beforehand• You can import to a list• Keep Original Data or Update Contact Data

Contact Upload Wizard

Mailings Checkboxes

Proofing

• We always recommend Proofing• Put yourself on it• Put your colleagues on it• They can reply with comments directly• Allows for mistakes without consequences!

• Test other ISP’s as well• _________@yahoo.com• _________@gmail.com• _________@aol.com• _________@hotmail.com

Proofing

More Resources

• Schedule a Marketing Tune-Up• Consulting Services• Training Classes• Recorded Webcasts• Answers in rightnow.custhelp.com

• #479 – Tutorials• #1760 – CAN SPAM and BP Guide• #1866 – Getting Started• #1766 – Creating a Mailing