Latest On Demand CRM from RightNow Includes Fully Integrated, Self Service Product Registration to Help Companies Deliver Great Customer Experiences
BOZEMAN, MONT. – February 23, 2009 – RightNow Technologies (NASDAQ: RNOW) today released the latest version of its on demand customer relationship management (CRM) solution, RightNow February ’09, which includes new product registration capabilities.
TREND: The Internet Continues to Drive Consumers Directly to Manufacturers for Customer Service
The Internet has created massive changes in the way consumers buy, whether it’s an outdoor grill or a digital camera. As a result, consumers are now going directly to manufacturers for service and support. A decade ago, manufacturers had little interaction with the end consumer, instead relying on experts at a local store who could tell consumers everything they needed to know about any product on the shelf. Now customers have a direct line to the name on the label, and they expect the manufacturer to be ready to provide information whenever they want it.
“In the past, customers would go back to their local camera store to learn how to use their camera,” explains David Dentry, general manager of technical support at Nikon. “Now most of the larger retailers don’t do that, so consumers come to us directly and we need to be prepared to help them.”
February ’09 Product Registration Capabilities Enables Optimal Service Delivery
Manufacturers, faced with the new role of providing customer service and support, are looking for ways to understand and engage with their customers. Product registration information helps them get to know customers and serve them more effectively.
“Product registration information is the first step in understanding our customers,” said Maryellen Abreu, director of iRobot’s global technical support, “and knowing our customers, specifically what products they have purchased, is important to customer retention. We can build more robots, but we can’t manufacture more customers. Customer retention is absolutely critical.”
With the product registration capabilities in February ’09, companies can:
• empower customers to take the first step towards a better service experience;
• gain a better understanding of customers and their buying behavior;
• build a personalized relationship with customers;
• gather critical feedback to fuel future product development;
• proactively communicate relevant sales offers such as warranties, accessories, and upgrade offers based on the products customers currently own; and ultimately,
• increase brand loyalty.
Consumers directly benefit from the product registration capabilities in February ’09, as well. For example, consumers can:
• easily find the information they are looking for based on the products they’ve registered;
• create service requests with a single click that will pre-populate the incident with product information; and
• view a consolidated list of all products registered.
“The new product registration capabilities in February ’09 make seamless and direct communications between manufacturers and the end consumer easier,” said Danielle Wanderer, vice president of industry and North America marketing at RightNow. “This helps our clients get a better understanding of their customers and what they are buying, creating a foundation for better, long term relationships that bring returns to the bottom line. RightNow February ’09 helps companies take their brand loyalty to the next level, one customer interaction at a time.”
Click here for a demonstration of the new product registration capabilities.
About RightNow Technologies
RightNow (NASDAQ: RNOW) delivers the high-impact technology solutions and services organizations need to cost-efficiently deliver a consistently superior customer experience across their frontline service, sales and marketing touch-points. Approximately 1,900 corporations and government agencies worldwide depend on RightNow to achieve their strategic objectives and 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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Media Contacts
Katie O’Connell
RightNow Technologies
[email protected]
925-674-1487
Amy Grady
Horn Group for RightNow Technologies
[email protected]
415.905.4045
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This press release may contain forward-looking statements. These forward-looking statements are not guarantees of future results and are subject to risks, uncertainties and assumptions that could cause our actual results to differ materially and adversely from those expressed in any forward-looking statement.
The risks and uncertainties referred to above include, but are not limited to, risks associated with general economic conditions; our business model; our ability to develop or acquire, and gain market acceptance for new products, including our February 09 release, in a cost-effective and timely manner; the gain or loss of key customers; competitive pressures; our ability to expand or contract operations; fluctuations in our earnings as a result of the impact of stock-based compensation expense; interruptions or delays in our hosting operations; breaches of our security measures; our ability to protect our intellectual property from infringement, and to avoid infringing on the intellectual property rights of third parties; our ability to manage and expand our partner relationships; any unanticipated ambiguities in fair value accounting standards; fluctuations in foreign currency exchange; the amount and timing of any stock repurchases under our stock repurchase program; and our ability to expand, retain and motivate our employees. Further information on potential factors that could affect our financial results is included in our Annual Report on Form 10-K, quarterly reports of Form 10-Q, and in other filings with the Securities and Exchange Commission. The forward-looking statements in this release speak only as of the date they are made. We undertake no obligation to revise or update publicly any forward-looking statement for any reason.
