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June 11, 2007
CRM Vendor RightNow's Retail Product Now Available
By David Sims, TMCnet Contributing Editor
RightNow Technologies has now introduced the availability of RightNow Retail, an offering combining customer relationship management (CRM) with the firm's experience working with many retailers including Cabela's, Drugstore.com, Hallmark.com, Sharper Image, Snapfish, The Right Start and Ulta.
The new offering is based on RightNow 8, the company's enterprise-class on demand product for service, sales and marketing. RightNow Retail includes industry best practices designed to "help retailers improve conversion rates, increase customer loyalty and drive sales," according to company officials.
It is also available under RightNow's software-as-a-service delivery model, which allows organizations to implement quickly, without having to make extensive investments in infrastructure.
"Discounts and deals may help drive shoppers online or into stores, but service is the only way to keep them coming back," said Greg Gianforte, CEO of RightNow. "The single most effective way to differentiate from the competition is through great customer experiences."
The idea behind RightNow Retail is to let retailers deliver tailored messages to the right shoppers at the right time. According to the recent Online Retail Report, 68 percent of consumers said they were compelled to browse a Web site after receiving an e-mail from a retailer. And 42 percent of consumers said they want to be able to find the answers they need online by themselves.
Last month the Bozeman, Montana-based on-demand CRM vendor announced the CRM application geared exclusively for the retail sector.
The firm has also announced the availability of RightNow Higher Education, a new offering company officials said combines its customer relationship management (CRM) product with "its extensive experience working with more than 100 higher education institutions."
The turn-key product will be marketed as helping institutions "recruit, retain, and inform students," company officials say.
Based on RightNow 8, the company's enterprise-class, on demand product for service, sales and marketing, RightNow Higher Education includes pre-configured guides or templates based on industry best practices "designed to help learning institutions dramatically improve recruitment and retention efforts while reducing costs."
It is available under RightNow's software-as-a-service delivery model,
David Sims is a contributing editor for TMCnet. To see more of his articles, please visit his columnist page.
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(source: http://news.tmcnet.com/news/2007/06/11/2703332.htm)
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