RightNow is Recognized as a Leader in 2009 Magic Quadrant for E-Service Suites; Congratulates Five Clients Recognized for Customer Excellence by Gartner and 1to1 Media
iRobot Wins Excellence Award and Enterprise CRM Optimization Award;
Distance Minnesota Also Wins for Enterprise CRM Optimization; Motorola
and Black & Decker Win for Service Optimization and eHarmony Wins
Organizational Transformation Award
BOZEMAN, Mont., Sep 29, 2009 (BUSINESS WIRE) -- RightNow(R) (NASDAQ: RNOW) was named a Leader by Gartner, Inc. in the "Magic Quadrant for E-Service Suites" report, authored by Johan Jacobs and Michael Maoz, September, 11 2009. Evaluation criteria included customer experience, product, overall viability, and innovation.
Gartner defines Magic Quadrant leaders as companies that "demonstrate market-defining vision and the ability to execute against that vision through products, services, demonstrable sales figures and solid new references for multiple geographies and vertical industries. Leaders provide functionally diverse and rich e-service suites that can be deployed and supported globally, and have at least five of the six e-service components supported by OEMs. They are suitable for all sizes and complexities of enterprise, and have broad industry coverage. Revenue is strong, and new references are readily available. When asked, their clients reply that this product has affected the organization's competitive position in the market."
RightNow's on demand customer relationship management (CRM) solutions help consumer-focused organizations provide superior customer experiences. With the RightNow patented, self-learning knowledge foundation customers get consistent answers through multiple channels; including, email, chat, phone and web self-service.
"We are honored to be in the Gartner e-service suites Leaders' Quadrant. As a pioneer of on demand web self-service, we invented the self-learning knowledge base and were first to market with an integrated eService suite."
Greg Gianforte, founder and chief executive officer, RightNow
For a complimentary copy of "Gartner's 2009 Magic Quadrant for E-Service Suites" please visit: http://www.rightnow.com/promo-magic-quadrant-e-service-2009.php
Five RightNow Clients Earn Gartner & 1to1 Awards For Excellence in Customer Experience
RightNow congratulates five of its customers -- Motorola, Black & Decker, iRobot, Minnesota Online and eHarmony -- for winning Gartner & 1to1 Customer Awards. These awards, given by Gartner* and 1to1 Media, a division of Peppers & Rogers Group, recognize companies making a big impact through their customer relationship strategy and achieving an unrivaled level of excellence in delivering the customer experience. Each of these RightNow customers has experienced significant results, including:
- iRobot won the highest honor in the area of Enterprise CRM Optimization, Gartner and 1to1's Customer Experience Excellence award and the Enterprise CRM Optimization gold award. iRobot saw a 25 percent increase in customer satisfaction, a 30 percent reduction in phone calls and a 97 percent self-service rate.
- Enterprise CRM Optimization silver winner, Distance Minnesota, has seen enrollment growth increases of 18 percent, 30 percent and 85 percent respectively the last three years.
- Motorola took home the gold in Service Optimization. Motorola had a reduction in customer support costs of $10-15 million per year.
- Service Optimization silver winner, Black and Decker (US), has a customer satisfaction rate of 89 percent, which is continually increasing 6 percentage points per year and call wait times decreased by 62 percent.
- eHarmony, winner of the silver award in Organizational Transformation, has a 97 percent customer care satisfaction rate.
"RightNow has the best customers in the world. We are happy to see them recognized by Gartner and 1to1 Media for their unrivaled level of excellence in delivering the customer experience."
Jason Mittelstaedt, chief marketing officer, RightNow
RightNow Offers Industry Leading On Demand Customer Experience Solution
RightNow has a proven track record of success, and will continue with future innovations:
- Leading the social CRM revolution. RightNow recently acquired HiveLive, a premier enterprise social software platform provider. The acquisition combines RightNow CRM with HiveLive's innovative platform for customer support, engagement and loyalty, and ideation communities to help organizations maximize every opportunity to deliver great customer experiences.
"RightNow is again ahead of the Web 2.0 curve for customer service and CRM vendors... RightNow has set a standard for end-to-end channel support including communities."
John Ragsdale
vice president of technology research for Service Support Professionals Association (SSPA) and 'Ragsdale's Eye on Service' blogger
- RightNow was the first on demand CRM vendor to offer high security SaaS capabilities, helping government agencies leverage the cloud. RightNow provides highly secure, defense-ready hosting capabilities designed to support the Department of Defense (DoD) and other civilian government and intelligence agencies that require stringent, levels of compliance and security.
"With a focus on improving the customer experience, RightNow provides a market-leading solution for governments looking to enhance service delivery and interactions with their constituents."
Datamonitor March 2009 report, Decision Matrix: Selecting a CRM Vendor in Government
- RightNow continues to bring superior products to the market on a
quarterly basis. Most recently, RightNow August '09 boasted new
graphical workflow design capabilities that step an agent through a
business process and automates tasks behind the scenes. In addition,
with RightNow May '09, RightNow introduced Cloud
Monitor and Enterprise
Analytics, making RightNow the first SaaS vendor to provide
comprehensive business intelligence using both internal and external
data.
- Beyond RightNow's multitude of customer award winners, RightNow has been named a leader by SSPA, ISM, and CRM Magazine's Service Leader for six consecutive years.
- RightNow has also been recognized by multiple analyst firms as a CRM leader: RightNow was named a leader in the Forrester 2008 Enterprise CRM Suites Wave and RightNow was shortlisted on Datamonitor's 2009 Government CRM Decision Matrix.
- RightNow clients consistently receive widespread recognition for their customer experience success. For example, leading brands such as Black & Decker, CBS Interactive, Distance Minnesota, Drugstore.com, eHarmony, iRobot, Marktplaats, Motorola, Nikon, Overstock.com and Trainline have all won prestigious Gartner, 1to1, and CRM Magazine customer experience awards.
"RightNow is ridding the world of bad experiences one customer interaction at a time. We remain focused on building on our history of success and delivering innovative solutions that help our clients improve the customer experience today and in the future."
Greg Gianforte, founder and chief executive officer, RightNow
Come see what the buzz is all about; attend one of three RightNow Summits in Colorado Springs, Colo.; Gold Coast, Australia; and Brighton, United Kingdom.
* The identification of a Gartner Award winner is not an endorsement by Gartner of any vendor, product or service.
About the Magic Quadrant
The Magic Quadrant is copyrighted 2009 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.
Learn more about the Gartner 1 to 1 winners
Stories profiling this year's winners will be featured in 1to1 Media publications including the Fall issue of 1to1 Magazine along with podcasts, blog entries, and videos at www.1to1media.com.
More about the awards
This year, nominations were evaluated on the implementation and results of their strategic initiatives in seven categories: Customer Strategy, Enterprise CRM Optimization, Marketing Optimization, New Media Optimization, Organizational Transformation, Sales Optimization and Service Optimization.
For the past seven years Gartner has honored companies with the Gartner CRM Excellence Award, while 1to1 Media has presented its 1to1 Impact Awards. The 2009 Gartner & 1to1 Customer Awards combine the best aspects of both, showing how companies effectively bring together strategy, technology and execution to deliver ideal customer experiences.
About RightNow Technologies
RightNow (NASDAQ: RNOW) delivers on demand CRM solutions that help consumer-centric organizations deliver great customer experiences. Approximately 1,900 corporations and government agencies worldwide depend on RightNow to 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.
FRNOW
SOURCE: RightNow Technologies
RightNow Technologies
Sara Crow, 406-548-3266
sara.crow@rightnow.com
or
Horn Group for RightNow Technologies
William Stickney, 415-905-4045
wstickney@horngroup.com
Copyright Business Wire 2009
Shareholder Tools
