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RightNow Technologies CRM Software Reviews and Market Coverage

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About: RightNow is a provider of on-demand customer experience solutions that help consumer-centric organizations deliver great customer experiences. The company lives a compelling vision to 'rid the world of bad experiences one consumer interaction at a time, 8 million times a day.'

Headquartered in beautiful Bozeman, Montana, RightNow is not your typical Silicon Valley software technology company—in fact very far from it. While many of the market leading CRM software systems trace their roots to sales force automation (SFA), RightNow was born from a quest to deliver exceptional customer service. And while many CRM providers get continually broader and expand their footprints into platform stacks and back-office enterprise resource planning (ERP) systems, RightNow continues more of a best of breed, customer experience focused journey.

Founded: September 1997 by Greg Gianforte.
History: Greg Gianforte started the company in 1997 with no investor money and created a business software product that was initially focused on customer service with an integrated knowledge base. As the company grew, it added sales and marketing functions, voice automation, Comentarios de Clientes management, analytics and a social platform to its product, creating a full customer experience suite.

In May 2006 RightNow acquired SaaS CRM provider Salesnet and its 26 employees for $9 million. The intent was to capitalize on Salenet's sales force automation (SFA) system and merge it into the RightNow CRM suite. However, technology and other challenges kept the vision from becoming reality and Salesnet now operates as more of an independent business unit from Atlanta.

On September 2009, RightNow acquired HiveLive, Inc. for $6 million. HiveLive is a social provider with a platform for customer support, engagement and loyalty, and ideation communities. RightNow said HiveLive will allow it to offer prebuilt communities as a customer service channel, incorporate forums and blogs and mix it with its knowledge engine.

In January 2011, RightNow acquired Amsterdam-based Q-go for $34 million. Q-go is a maker of natural language search whose solutions add context to website searches and improve the web site visitor experience. Q-go's intelligent search and retrieval goes beyond keyword matching to return more relevant responses to user searches, thereby reducing the number of frustrated customers forced to contact a call center (at $4-10 per call) or send a customer support email ($13-20 per customer including follow-up mails). RightNow believes the acquisition will open new sale opportunities by expanding their web presence from the support page to the home page, create new session-based revenue opportunities and strengthen relationships with marketing buyers.

Ownership: Public, NASDAQ: RNOW
Key Staff:
Greg Gianforte Greg Gianforte, CEO & Chairman
Prior to RightNow, Gianforte was the VP of North American sales of McAfee, Inc. Before McAfee, Gianforte founded Brightwork Development, a developer of network management applications, which was later acquired by McAfee.
Wayne Huyard Wayne Huyard, President & COO
Huyard first served as RightNow's Chief People Officer upon joining the company's executive team in July 2010. Huyard previously spent 23 years at MCI, WorldCom and Verizon in a variety of senior management roles.
Jason Mittelstaedt Jason Mittelstaedt, CMO
Mittelstaedt held several marketing positions, including product management and corporate marketing, since joining the company in 2000, has been vice president of marketing since January 2006 and chief marketing officer since March 2008.
Customers: The company retains over 1,900 global customers, including Australia Post, Australian National University, Bank of New Zealand, British Telecom, Black and Decker, British Airways, Columbia University, Continental Tire, DeVry University, Electronic Arts, GameFly, Iomega, iRobot, Linksys, Motorola, Nikon, Office Depot, Overstock.com, NC Soft, Quicken, the Centers for Medicare and Medicaid Services, the Department of Education, the Social Security Administration, the University of South Florida and Telstra.
Competitors: RightNow faces direct competition from traditional software giants such as Oracle as well as leading cloud pure play vendors such as Salesforce.com.

Primary RightNow competitors include Oracle and Salesforce.com.

  • Oracle is a direct competitor despite differences in virtually every dimension between the software companies. Oracle promotes the benefits of a single vendor relationship and CRM system with an integrated platform stack (i.e. application, database, operating system, tools, Fusion middleware, etc.) and integration with back office ERP systems, while RightNow promotes its focus and innovation in delivering superior customer service and customer experience applications with packaged integration to third party systems.
  • Salesforce.com's most recent Cloud Suite 3 and social CRM releases has put the SaaS CRM leader more squarely into RightNow's space.
 

RightNow Technologies

 

RightNow Technologies
Address 136 Enterprise Boulevard
Bozeman, MT 59718
Contact +1.866.630.7669
Email info@rightnow.com
Website www.rightnow.com
Blog rightnow.com/blog/
Twitter @RightNowNews
Facebook facebook.com/rightnowtechnologies
LinkedIn CRM Group linkedin.com/company/rightnow
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