Latest CRM Software Industry News

Bozeman, MONT. (February 14, 2007) — RightNow(R) Technologies (NASDAQ: RNOW) today announced that publisher John Wiley & Sons, Inc., is using the company’s next-generation customer relationship management (CRM) solutions to build long-term customer relationships, while cost-efficiently supporting highly diversified and continually expanding product and service lines.

“With RightNow, we can deliver an exceptional customer experience across all communication channels,” said Lou Peragallo, Wiley’s vice president of operations. “That’s extremely important for both protecting our brand and succeeding in multiple competitive markets.”

In today’s business environment, delivering superior customer experiences can be the single most powerful way for companies to drive sustainable differentiation. With RightNow, Wiley is able to provide customers with exceptional service, while lowering costs.

Wiley uses RightNow across its product lines, which includes CliffsNotes, Frommer’s travel guides and the For Dummies reference guides, to manage and streamline phone, email, chat and web self-service interactions with its customers. In fact, 86 percent of all customer questions are handled by Wiley’s RightNow-powered web self-service system and first-tier support. RightNow helps Wiley maintain a consistent customer experience across all of these channels, along with a complete view of all customer interactions.

RightNow’s solutions also helped Wiley launch a new version of highly popular electronic courseware design-and-delivery solution. Within 24 months, the company’s customer base grew twenty-fold yet because of the efficiencies RightNow provides, Wiley was able to maintain outstanding levels of support without making major staff additions. Profitability increased and the company was able continue aggressive marketing efforts without worrying about post-sales support issues.

“One of the great benefits of RightNow is that we can deliver prompt, consistent support across all communication channels—even when our budget is not quite what we’d like it to be,” says Peragallo.

Bozeman, MONT. (February 14, 2007) — RightNow(R) Technologies (NASDAQ: RNOW) today made two key personnel announcements designed to help extend the company’s leadership role in the next-generation, software as a service (SaaS) CRM market.

As RightNow continues to build market momentum, the company has appointed Laef Olson as chief information officer. Most recently, group vice president of global technology operations at Orbitz, Olson managed the global hosting operations for Orbitz. Olson also has experience as the chief technology officer at Cars.com and vice president at Chase Bank.

With more than 25 percent of revenue coming from outside of North America, RightNow has also made key moves to accelerate growth and better support international clients. The company promoted Joe Brown to general manager of Europe, Middle East and Africa. Brown previously served as RightNow’s vice president of voice solutions. During this time, he was responsible for successfully driving RightNow’s entry into the Voice-enabled CRM sector following the 2005 acquisition of Convergent Voice, Inc. Brown also held CEO positions at Séance Software and Edify Corporation.

“We are committed to helping our clients deliver exceptional customer experiences while lowering costs,” said Greg Gianforte, founder and CEO of RightNow. “As we expand our global presence and product portfolio, we’re adding senior management expertise that will be instrumental in helping us continue to grow our business. We are pleased to have Joe and Laef on the leadership team.”

Leading Provider of Customer Loyalty Programs for the Hospitality Industry Delivers Top-Tier Service with RightNow Solutions
Bozeman, MONT. (February 6, 2007) — RightNow(R) Technologies (NASDAQ: RNOW) today announced that Hospitality Marketing Concepts (HMC), a leading provider of customer loyalty programs for the hospitality industry, is using RightNow solutions in 50 countries and 10 languages. HMC uses RightNow to provide its clients, which include the world’s leading hotel brands, with extremely responsive service that meets the highest standards of professionalism and courtesy.

“RightNow provides an exceptionally powerful and flexible system for delivering a superior customer experience,” said Mokhtar Ramadan, CEO at HMC. “Our implementation of RightNow will help us achieve even higher program renewal rates and improve our ability to help our hospitality clients strengthen their customer relationships.”

In addition to providing customer service to hundreds of thousands of paid membership loyalty program members, HMC’s decision to implement RightNow was made in part by its introduction of Voilà Hotel Rewards, a new points-based guest loyalty program. HMC needed to bolster its technology environment to handle increased activity. RightNow’s on demand delivery model enabled HMC to link all of its employees around the world through a single system without making costly investments in IT infrastructure. With RightNow, HMC is managing customer experiences across all geographies and all communication channels: voice, email and web. HMC is also integrating RightNow with its internally developed customer relationship management (CRM) application, to give its service representatives worldwide full visibility into all the customer data they need to quickly and effectively answer questions and resolve issues.

Bozeman, MONT. (February 5, 2007) — RightNow(R) technologies (NASDAQ: RNOW) today announced that Greg Gianforte, Chairman and CEO, will keynote the Credit Suisse Disruptive Technology Conference on Thursday, February 8, 2007, at 8:00 a.m. PT in San Francisco, CA.

Mr. Gianforte’s keynote, “The Year of the Consumer,” will describe the growing power of consumers and how delivering exceptional customer experience can be the single most powerful way for companies to set themselves apart from competitors.

A webcast of the presentation will be available on RightNow’s investor relations website at http://www.shareholder.com/rnow/medialist.cfm.

First SaaS provider to offer integrated voice applications with enterprise customer service, marketing and sales solutions
Bozeman, MONT. (February 5, 2007) — RightNow(R) Technologies (NASDAQ: RNOW) today announced three new voice solutions: Web Click-To-Call Back, Voice Caller Information Delivery and Voice Outbound Survey. These voice-driven applications help organizations deliver superior customer experiences – while significantly reducing operating costs – by quickly providing customers with a wide range of content and self-service options.

With RightNow’s Web Click-To-Call Back solution, customers visiting a company’s web site can request that a representative contact them by phone, provide a call back number, request specific times for calls, submit questions and describe problems. Customers are automatically informed of when to expect a call, which is most often immediately. The solution forwards customer information to the appropriate contact center agent, who can then prepare to address customers’ needs before phoning them. Giving customers the option to request a call back enables organizations to deliver a level of personalized service not typically available through a web site.

With RightNow’s Voice Caller Information Delivery solution, customers using voice-automated self-service can opt to speak with a contact center agent, who is immediately provided with all of the information the customer has previously shared, eliminating the need for customers to repeat themselves. According to the recent Customer Experience Impact Report¹, 35 percent of those surveyed expressed frustration at having to repeat information they have already provided. RightNow’s Voice Caller Information Delivery eliminates this source of aggravation and helps companies deliver exceptional customer experiences by providing immediate assistance and ensuring that agents have all relevant customer information.

RightNow’s Voice Outbound Survey Solution enables companies to create questionnaires and automatically call customers to solicit feedback about recent interactions, such as service visits or support calls. The solution can be customized to support any type of survey. It can also trigger actions, such as a callback if a customer wants to make a purchase or needs help resolving a problem. By quickly responding to customers, companies can optimize selling opportunities and minimize customer dissatisfaction.

“Customers today expect their interactions with a company to be fast, convenient and easy,” said Greg Gianforte, CEO of RightNow. “To meet consumer’s high expectations, companies need to engage with their customers when and where the customers want. The telephone is a critical channel that helps companies connect with customers. By delivering voice applications that enhance the total customer experience—and that fit seamlessly into the enterprise CRM environment—RightNow is setting a new standard for the voice market.”

These new applications are available under RightNow’s software-as-a-service (SaaS) delivery model, which allows companies to implement them quickly, without having to make extensive investments in computing or telephony infrastructure.

Bozeman, MONT. (January 31, 2007) — RightNow(R) Technologies, Inc. (NASDAQ: RNOW), today announced results for the fourth quarter and year ended December 31, 2006. Fourth quarter revenue was $28.8 million, and full year revenue was $110.4 million, representing increases of 17 percent and 27 percent over the comparable 2005 periods, respectively.

The net loss in the fourth quarter of 2006 was $(2.3) million or $(0.07) per share, compared to net income of $3.0 million, or $0.09 per diluted share, in the fourth quarter of 2005. Fourth quarter 2006 non-GAAP net loss per share was $(0.04) which excludes stock-based compensation charges of $1.1 million. The net loss for the full year 2006 was $(5.0) million or $(0.16) per share, compared to net income of $7.7 million or $0.23 per diluted share for the full year 2005. Full year 2006 non-GAAP net loss per share was $(0.01) which excludes stock-based compensation of $4.6 million.

RightNow added more than 75 new customers in the fourth quarter and more than 500 new customers for the year. New, renewed and expanded customer relationships during the fourth quarter of 2006 included the AICPA, Ceridian Corporation, Nikon, Restoration Hardware, Samsung Electronics America, Sovereign Bank, SunRocket, UCLA, and the U.S. Census Bureau.

“Overall, 2006 was a strong year,” stated Greg Gianforte, founder and CEO. “We grew bookings 50% and cash flow from operations more than 80%. Our products served 1 billion customer interactions during the year, providing the backbone for high customer satisfaction and tangible cost savings. We’re pleased to announce that our first customers are now live on RightNow 8.” Susan Carstensen, CFO, added, “As noted in our preliminary announcement, we are seeing an accelerating shift toward recurring revenue agreements in our customers’ buying decisions. Beginning in 2007, we are essentially eliminating perpetual revenue from our business model by taking them off our product price list. For those customers in our pipeline and our existing customers that prefer perpetual licenses, we will work to structure ratable arrangements. While this model change reduces our overall revenue and earnings guidance for 2007, we still expect to drive approximately 40% growth in recurring revenue and 30% growth in cash from operations.”

“Change that aligns us with our customers’ preferences is good for our business” said Gianforte. “We expect to return to profitability in 2008 and to create greater shareholder value as a result of these changes. We are excited about the opportunities in front of us and look forward to another successful year in 2007.”

Guidance
For the full year 2007, the Company expects revenue in the range of $116 to $120 million, composed of 40 percent growth in recurring revenue and 15 percent growth in professional services revenue. The Company’s previous guidance for perpetual revenue was approximately $25 million for 2007. Given the business model changes, the Company now expects this business to produce approximately $2 million in revenue in 2007.
The net loss per share for the full year 2007 is expected to be in the range of $(0.56) to $(0.64). Non-GAAP net loss per share, which excludes stock-based compensation, is expected to be in the range of $(0.36) to $(0.44). This compares with the Company’s previous guidance for non-GAAP net income per share was $0.30 to $0.35, with the vast majority of the earnings change resulting from the substantial decline of perpetual revenue.
Cash from operations for the full year 2007 is expected to be in the range of $32.5 to $37.5 million.
For the first quarter of 2007, revenue is anticipated to be in the range of $24 to $25 million. The first quarter net loss per share is expected to be in the range of $(0.23) to $(0.25). Non-GAAP net loss per share, which excludes stock-based compensation, is expected to be in the range of $(0.19) to $(0.21).
Quarterly Conference Call
RightNow Technologies will discuss its quarterly results via teleconference at 4:30 p.m. (ET)/2:30 p.m. (MT) today, January 31, 2007. To access the call, please dial (877) 502-9272, or outside the U.S. (913) 981-5581, at least five minutes prior to the start time. An audio webcast of the call will also be available at www.shareholder.com/rnow/medialist.cfm. A replay of today’s conference call will be available on the company Web site at www.shareholder.com/rnow/, under the Investor Webcasts menu, from 5:30 p.m. (MT) on January 31, 2007 until 10:00 p.m. (MT) February 14, 2007. You may also access a replay of today’s call by dialing (719) 457-0820 or (888) 203-1112 with the replay passcode 7121442.

For the full report and complete SEC filing information and details please visit:
RightNow Technologies Q406 complete SEC details

Bozeman, MONT. (January 30, 2007) — RightNow(R) Technologies (NASDAQ: RNOW) announced it will be presenting at the following financial conferences:

Thomas Weisel Partners Technology Conference 2007 in San Francisco, CA on Tuesday February 6, 2007 at 7:25 p.m. ET
Deutsche Bank Small Cap Growth Conference on Monday February 12, 2007 at 11:00 a.m. ET
Goldman Sachs Technology Investment Symposium 2007 in Las Vegas, NV on Wednesday February 28, 2007 at 2:40 p.m. ET
Webcasts of all presentations will be available on the company’s investor relations website at http://www.shareholder.com/rnow/medialist.cfm.

Bozeman, MT (January 23, 2007) — RightNow(R) Technologies (NASDAQ: RNOW) today announced that the Minnesota State Colleges and Universities (MnSCU) system has significantly expanded its use of RightNow solutions, while making them available to all affiliated academic institutions and other MnSCU-supported initiatives throughout the state.

MnSCU originally deployed RightNow’s service solutions in 2005 to better support students enrolled in online courses and to improve the performance of its internal information technology help desk. Based on the success of these implementations, MnSCU began adding RightNow’s marketing and sales solutions during 2006. Today, 18 MnSCU institutions are taking advantage of RightNow to improve student services, simplify access to financial aid, and optimize recruitment efforts. At least a dozen institutions are planning to deploy RightNow solutions within the academic year. RightNow is also being used to support a variety of programs run by MnSCU’s Office of the Chancellor—including copyright and intellectual property management, career services, and library operations.

“Because RightNow has helped us consistently deliver measurable improvements, organizations across the MnSCU system are now eager to apply RightNow solutions to their various institutional challenges,” said Kyle Snay, MnSCU’s Online Knowledge & Learning Administrator. “We are expanding our use of RightNow to leverage the power of this technology across the state.” Additional information about MnSCU’s use of RightNow can be found at http://mnscu-rightnow.custhelp.com.

Bozeman, MT (January 17, 2007) — RightNow(R) Technologies (NASDAQ: RNOW), today announced that it will issue its earnings release for the fourth quarter and year end 2006 after the market close on Wednesday, January 31, 2007. RightNow will host a conference call to discuss the results at 2:30 p.m. Mountain Time (4:30 p.m. Eastern Time) on the same day.

Please dial (877) 502-9272, or outside the U.S. (913) 981-5581, to access the conference call at least five minutes prior to the 2:30 p.m. MT start time. A live webcast of the call will also be available at http://www.shareholder.com/rnow/medialist.cfm under the Investor Webcasts menu. An audio replay will be available between 4:30 p.m. (MT) January 31, 2007 and 10:00 p.m. (MT) February 14, 2007 by calling (719) 457-0820 or (888) 203-1112, with passcode 7121442. The replay will also be available on our website at www.shareholder.com/rnow/medialist.cfm.

90 Percent of Respondents Have Had Negative Experiences with Companies
Bozeman, MT (January 16, 2007) — According to a new Harris Interactive study sponsored by RightNow(R) Technologies (NASDAQ: RNOW), customers swear, shout, get headaches, and even cry as a result of negative experiences with the companies they buy from.

The Customer Experience Impact Report reveals how bad experiences tangibly affect both customers and companies. It also indicates that providing positive customer experiences is a fundamental requirement for market success.

In fact, respondents cited “outstanding service” as the number one reason they would give more of their business to one company over another — ahead of “lowest price” and “best quality.”

Other study findings included:

68 percent of respondents will never go back to a company as the result of a negative experience
71 percent attributed poor customer experiences to inadequate staff training
68 percent see a company’s ability to resolve their issue on the first contact as a primary requirement for their satisfaction
“Providing exceptional customer experiences can be the single most powerful way for companies to set themselves apart from competitors,” said Greg Gianforte CEO of RightNow Technologies. “RightNow’s next-generation CRM solutions help companies deliver the superior experiences necessary to acquire and retain customers in today’s high choice market.”

Harris Interactive fielded the study via its QuickQuerySM online omnibus service, interviewing a nationwide sample of 2551 adults. Data was weighted to be representative of the total U.S. adult population on the basis of region, age within gender, education, household income, race/ethnicity, and propensity to be online. Complete study results are available online at RightNow Harris Interactive Study .