© 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