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CRM's RightNow Earns Nod from Industry Analysts


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CRM's RightNow Earns Nod from Industry Analysts

Calvin Azuri | July 07, 2009 - TMCnet Contributor


RightNow Technologies reportedly has been named as a “strong performer” in “The Forrester (News - Alert) Wave: E-Mail Marketing Service Providers” – a report from Forrester Research, Inc.

The company is a CRM vendor with significant e-mail marketing revenue, market presence and business strategies, Forrest said.
The firm’s report was based on an evaluation of the top nine e-mail marketing service providers, and the evaluation process consisted of an assessment of each vendor’s solution across 75 criteria, conversations with key executives and customer references, solution demonstrations, and a review of supporting documents. The report cited RightNow Marketing for its “best-of-breed” multi-channel capabilities.
The multichannel capabilities of RightNow are among the best in the industry, according to the firm. According to Shar VanBoskirk, the author of the report, the drag-and-drop, multichannel interface of RightNow is simple. Also the dashboard reports provide real-time views of multichannel customer activity. The report also noted that the e-mail marketing capabilities of RightNow are useful for companies that use the customer service and sales force automation components of the RightNow CRM suite. This is because all three components share a common database.
RightNow Marketing has been honored with the 2005 Product of the Year award in the “Marketing Automation for SMBs” category. In addition, it was the only offering from a full-suite CRM vendor to be included in Jupiter Research’s “E-Mail Marketing Buyer’s Guide, 2005”.
According to Mike Myer, vice president of development and CTO at RightNow, full-suite CRM vendors available today do not have the power and flexibility of RightNow Marketing. The unified approach of RightNow to sales, marketing and service is ideal for companies seeking to optimize both the quality and the total lifetime business value of their customer relationships. RightNow provides high-impact technology solutions and services that organizations require to cost-efficiently deliver a superior customer experience across their frontline service, sales and marketing touch-points.
The enterprise-class on demand CRM software systems from RightNow provide organizations the information and customer history needed to interact with consumers on the phone, via e-mail, on the web or in online chat sessions. Consumer-focused companies will be able to collect, analyze and act on customer feedback to quickly adapt to customer needs and changing market conditions with the help of RightNow. The RightNow CRM software systems are also flexible, easy to configure, and fast to deploy since they are delivered as a service.

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Calvin Azuri is a contributing editor for TMCnet. To read more of Calvin’s articles, please visit his columnist page.

Edited by Michael Dinan

By Calvin Azuri

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