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RightNow Customers Recognized at Gartner Customer 360 Summit

^{Published on 2010-07-06 12:45:48 - Market Wire}
 

BOZEMAN, Mont.--([ BUSINESS WIRE ])--[ RightNow ] (NASDAQ:RNOW) announced today that two of its customers, [ drugstore.com ] and [ RealNetworks ], earned [ Gartner & 1to1 Media CRM Excellence Awards ]. Both customers use [ RightNow CX, the customer experience suite ], to provide unparalleled customer experiences via the web, social networks, and contact center.

"Our customers continue to differentiate themselves with outstanding customer service and we are thrilled that they are getting recognized for those efforts by Gartner and 1to1 Media."

aOur customers continue to differentiate themselves with outstanding customer service and we are thrilled that they are getting recognized for those efforts by Gartner and 1to1 Media.a

Jason Mittelstaedt, chief marketing officer, RightNow

The [ Gartner & 1to1 Media CRM Excellence Awards ], given by Gartner* and 1to1 Media, a division of Peppers & Rogers Group, recognize companies that impact value through their customer relationship strategies and demonstrate excellence in delivering customer experiences. Both of the RightNow customers have experienced significant results, including:

• [ drugstore.com ], winner of the Gold Innovation Award, has seen a 30 percent reduction in email volume and a 15 percent reduction in agent call handle time using [ RightNow CX ]. Social networks also serve as important customer engagement points for drugstore.com, and it uses [ RightNow Cloud Monitor ] to listen to and participate in conversations happening in the [ social cloud ]. Using [ RightNow Chat ], drugstore.com converts more than 25 percent of chat sessions into product orders on Beauty.com, and chat shopping carts are 10-20 percent larger than non-chat.
• Silver Enterprise-Wide CRM Initiative winner, [ RealNetworks ], has seen a 131 percent return on investment and a 14 percent increase in customer satisfaction scores. With the implementation of [ RightNow CX ], RealNetworksa™ unified, multi-channel service strategy has also resulted in a 25 percent increase in customer retention.

aWe are excited to win this award as we believe it recognizes the importance we place on ensuring excellent customer experiences. With RightNow CX and our use of social to drive sales, we will continue to innovate in how we engage with customers.a

[ Lisa Larson ], director of customer care, drugstore.com

aRightNow has helped us to deliver personalized support more efficiently. It has also given our customers the flexibility to contact us via the customer service channel with which they are most comfortable, whether that be email, phone, or chat a" and receive a consistent experience.a

[ Claudia Lowman ], general manager of consumer customer support, RealNetworks

RightNow Provides Award-Winning Customer Experience Solutions

Along with the [ Gartner and 1to1 Media CRM Excellence Awards ], RightNow and its clients consistently receive recognition for customer experience success. Recent achievements include:

• drugstore.com was recognized as the [ Service Elite from CRM Magazine for the 2010 CRM Service Leader Awards ].
• Three RightNow customers were recognized as [ 1to1 Media Customer Champions ]: Maryellen Abreu, director of global technical support, [ iRobot ]; Ron Kelly, vice president of customer care and logistics, [ drugstore.com ]; and Stormy Simon, senior vice president of marketing and customer care, [ Overstock.com ].
• RightNow has received 2010 product awards from [ SearchCRM ], [ IQPC ] and has been named a [ CRM Magazine Service Leader ]for seven consecutive years.
• RightNow has also been recognized by multiple analyst firms as a customer experience leader, including:
  • Leader ranking, [ The Forrester Wave: CRM Suites for Large Organizations, Q2 2010 ]. This report highlights RightNowa™s strengths in customer service, social web, and internalization capabilities.
  • Leader ranking, [ The Forrester Wave: CRM Suites for Mid-Sized Organizations, Q2 2010 ]. This report highlights RightNowa™s strengths in customer service, social web, and internalization capabilities.
  • Named a Leader in [ Gartnera™s Magic Quadrant for CRM Customer Service Contact Centers ]**, based on ability to execute and completeness of vision.

Learn More About the Winners

Stories profiling this yeara™s winners will be featured in a special issue 1to1 Magazinea™s Weekly Digest and also at [ www.1to1media.com/links/awards ].

More About the Awards

The Gartner & 1to1 Media CRM Excellence awards highlight innovative companies that are making a big impact through their customer relationship strategy and achieving an unrivaled level of excellence in delivering the customer experience.A gold and silver award were given for each of five categories this year a" Customer Experience, Efficiency, Enterprise-wide, Innovation, and Growth. A panel of judges that included Gartner analysts and other customer relations experts in business and academia were involved in judging each entry.

* The identification of a Gartner Award winner is not an endorsement by Gartner of any vendor, product or service.

**Gartner, Inc. [ Gartnera™s Magic Quadrant for CRM Customer Service Contact Centers ], Michael Maoz, April 9, 2010.

About the Gartner Magic Quadrant

The Magic Quadrant is copyrighted 2010 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the "Leaders" quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

About RightNow

RightNow is helping rid the world of bad experiences one consumer interaction at a time, seven million times a day. RightNow CX, the customer experience suite, helps organizations deliver exceptional customer experiences across the web, social networks and contact centers, all delivered via the cloud. With more than eight billion customer interactions delivered, RightNow is the customer experience fabric for nearly 2000 organizations around the globe. To learn more about RightNow, go to [ www.rightnow.com ].

RightNow is a registered trademark of RightNow Technologies, Inc. NASDAQ is a registered trademark of the NASDAQ Stock Market.

FRNOW