Call Center Services Featured Article
CRM Company Founder Gianforte Lists 'Eight to Great' Steps
September 08, 2008
By David Sims
TMCnet Contributing Editor
RightNow Technologies (News - Alert) has announced a new book, Eight to Great: Eight Steps to Delivering an Exceptional Customer Experience, authored by RightNow CEO and founder Greg Gianforte.
Company officials say the book outlines "how companies can deliver a better customer experience while simultaneously reducing operating costs."
Eight to Great "details eight straightforward steps any organization can take to create and deliver world-class customer experiences. Based on best practices of industry leaders across a range of markets, the book includes examples from organizations that have mastered the Eight to Great approach and transformed the customer experiences they offer," company officials says.
"Providing an excellent customer experience can be the single best way for a company to set itself apart from competitors, it can be a critical, strategic advantage," said Gianforte. "My hope and reason for writing Eight to Great is that other organizations can use
the same methods to improve the experiences they provide to customers."
A couple weeks ago RightNow introduced August '08, the latest version of the company's on demand, customer relationship management (CRM) product.
Company officials say the product is for organization to "transform their static Web site support environments into branded, highly interactive online service experiences for customers."
With the RightNow customer portal, organizations can "brand and personalize the Web site service experience," using "interactive Web 2.0 information resources," company officials say.
The customer portal is part of RightNow Service and includes best practices for online customer self-service, and is designed to support consumers' "increased reliance on digital mediums to make informed buying decisions, with the ability to incorporate Web 2.0 technologies in the form of widgets, video, forums, and blogs."
The product also includes a studio development environment to create and manage the online service experience, including integration with Adobe Dreamweaver.
There's also something company officials are calling "The Collaboration Key: Co-Browse and Proactive Chat," offering "live, interactive assistance exactly when online consumers need it."
Evidently the products' co-browse feature lets consumers securely invite an agent, either on the phone or during an online chat session, to share their desktop and navigate or browse together, whether for resolving a problem, filling out a form, or guiding them through an online purchase.
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David Sims is a contributing editor for TMCnet. To read more of David's articles, please visit his columnist page. He also blogs for TMCnet here.
Edited by Stefania Viscusi
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