customer service and rightnow technologies

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The Killer App for On Demand CRM: Multi-Channel Customer Service

In this white paper, you'll learn why combining the power of an integrated knowledge base and true multi-channel service with the software-as-a-service delivery model creates a potential perfect storm of benefits for both the business and the user — and offers the first real killer app for on demand CRM.

Tags: Customer Service, Software-as-a-service, RightNow Technologies, CRM, Software As A Service (SaaS), Customer Relationship Management (CRM), Advertising & Promotion, Enterprise Software, Emerging Technologies, Software, Marketing

White papers 2005-01-01

Four Great Revenue Strategies for Customer Service

Your customer service department represents a tremendous untapped source of revenue opportunities for your company. This paper outlines four such revenue strategies: aggressive mining of customer service data, context-sensitive online promotions, real-time lead generation and referral and real-time transactions.

Tags: Strategy, Revenue, Customer Service, RightNow Technologies, Product Marketing, Customer Relationship Management (CRM), Marketing, Enterprise Software, Software

White papers 2005-01-01

Driving Both Cost Efficiency & Revenue in Customer Service

More and more, customer support organizations must attempt to serve two masters. They're expected to serve customers better, faster, cheaper - and make more money in the process. While the service department handles as much as 80% of a firm's customer interactions, the reality is many customer service organizations have...

Tags: Revenue, Customer Service, RightNow Technologies, Product Marketing, Customer Relationship Management (CRM), Marketing, Enterprise Software, Software

Webcasts

Additional Resources

Tim Bray on surviving the tough times

Image via WikipediaTim Bray, director of web technologies at Sun Microsystems gave what I believe to be the most practical advice I've heard so far for those in startups looking forward. Speaking at FOWA, Tim's blunt view is that we are headed for tough times but that should not blind...

Tags: Personal Technology, Tim Bray, Dennis Howlett

Blog posts 2008-10-11

IBM signs up new client for sustainability consulting

A financial investment firm from Boston, Jantz Morgan, is turning to IBM's green consulting services arm (aka IBM's business strategy consulting practice) to help it integrate the idea of sustainability into its corporate operations. The focus will go beyond the company's impact on the environment; it will...

Tags: Sustainability, Consulting Service, Consulting, IBM Corp., Outsourcing, It Operations, Business Operations, Outsourcing & Subcontracting, Heather Clancy

Blog posts 2008-10-11

Remember IBM at $10.50 per Share? Oracle as a penny stock? Tales of Hope from the Great High Tech Depression of ‘89

Ah, distinctly I remember it was in the bleak …..October. Paraphrasing Edgar Allen Poe's The Raven seems somehow appropriate to this moment, when it seems that everything we've all worked and dreamed about is going up in smoke. And yet, having seen a version of this movie...

Tags: Oracle Corp., Recession, Stock, IBM Corp., Tech Stock, Investment, Finance, Joshua Greenbaum

Blog posts 2008-10-10

My three cents: Verizon's text fee could cripple SMS services

Verizon Wireless dropped a bomb today on companies that send content over SMS text messaging systems. Techmeme Effective Nov. 1, companies that send messages and other notifications to Verizon Wireless customers via SMS text message - that's everyone from Google to Twitter to startups like alerts.com - could be forced...

Tags: Fee, Verizon Communications Inc., Text Messaging, Messaging, SMS, Verizon Wireless, Twitter, Text Messaging/SMS/MMS, Telephony, Cellular Phones, Consumer Electronics, Personal Technology, Online Communications, Networking, Sam Diaz

Blog posts 2008-10-10

Microsoft's 'conceptual touch designs'

I've written from time to time about Apple and their rumoured tablet devices, applications for tablet PC's, multi-touch and Surface, and all those touchy-feely concepts we've been hearing about, but when do we get to actually see them? Microsoft has recently kicked forward their Software+Services, which for...

Tags: Tablet PC, Microsoft Corp., Tablets, Notebooks, Hardware, Notebooks & Tablets, Zack Whittaker

Blog posts 2008-10-10

The elephant in the room: SOA and the economy

We've all been distracted by events in the economy over the past few weeks, and let's face it, it makes for a very large elephant in the room when we talk about SOA. All debates about REST, SOAP, Java, .NET, JSON, ESBs, WOA won't mean a thing...

Tags: SOA, Service-Oriented Architecture (SOA), Web Services, Middleware, Enterprise Software, Software, Joe McKendrick

Blog posts 2008-10-10

America's airways ready for NextGen

It's time – long past time – to upgrade the U.S. air traffic control system. The current system, designed during World War II, contributes mightily to flight delays, customer dissatisfaction and a massive energy wastefulness. But a GPS satellite-based system, on the drawing board for more than a decade, has...

Tags: FAA, Air Traffic Control, Greenhouse Gas, Aerospace & Defense, Manufacturing, Richard Koman

Blog posts 2008-10-10

An interview with Scott Brinker

It's clearly a week for publishing podcasts. As well as David Provost, whom I mentioned yesterday, I've also just released a podcast with ion interactive's Scott Brinker. Scott has been blogging for a while about the impact that semantic technologies might have upon his area of interest,...

Tags: Scott Brinker, Podcasts, Internet, Paul Miller

Blog posts 2008-10-10

Consumers score a partial win against Walmart

Walmart has done a 180 on its earlier decision to pull the plug on its DRM servers (thereby locking customers' music collection to whatever PC it happened to be on at the time) and decided to keep the DRM servers running - for now. Important Information About Your Digital Music Purchases ...

Tags: Wal-Mart Stores Inc., Digital-rights Management, Server, Digital Rights Management (DRM), Digital Media, Security, Consumer Electronics, Personal Technology, Adrian Kingsley-Hughes

Blog posts 2008-10-10

Forrester: Credit crunch may freeze tech services projects

Forrester Research in a report is confirming that the credit crunch is beginning to hit technology services firms. The extent of the damage is unclear, but IBM's lower-than-expected third quarter revenue its earnings are stronger than expected may indicate something worse is afoot. Forrester's...

Tags: Service Provider, IBM Corp., Forrester Research Inc., Business Services, Financial Accounting, Finance, Larry Dignan

Blog posts 2008-10-10

News to know: Apple's $800 laptop; MS and Mac Patch Days; Vista Home for business

Here are today's notable headlines. You can get News To Know via email alert and RSS daily: Ryan Naraine: Mac OS X Patch Day: 40 security flaws fixed MS Patch Tuesday heads-up: 11 bulletins, 4 critical Ed Bott: Look who's buying...

Tags: Apple Macintosh, Microsoft Windows Vista, Apple Inc., Microsoft Corp., Laptop Computer, H-1B, Notebooks, Human Resources, Labor Relations, Hardware, Notebooks & Tablets, David Grober

Blog posts 2008-10-10

Carbonite Online Backup (exe)

Carbonite Online PC Backup will automatically back up all the data on your PC. Most importantly, Carbonite is a "set and forget" service. It takes just one minute to download and install and then you're all set because we constantly monitor your PC for new and modified files (and backup...

Tags: Online Backup, Carbonite, Backups

Software downloads 2008-10-10

Vehicle Manager 2008 Fleet Edition (exe)

Vehicle Manager 2008 Fleet Edition tracks your vehicle fleet maintenance, service expenses, parts and part numbers, vendor information, contact information, service reminders, service schedule, and fuel log. Version 2.0.1048 has updated the export to .csv feature.

Tags: Kaizen Software Solutions

Software downloads 2008-10-10

The five products Apple must make

The five products Apple must makeDon't quit your day jobGame console: No. The market isn't big enough.Tablet: No. the market isn't big enough. Unless Apple can make a notebook computer that can also be a tablet. Without a price increase.iPhone Nano: No. The touch screen interface requires a product with...

Tags: Tablets, Operating systems, Notebooks, Apple Inc., Apple Mac OS X, hardware

Discussion threads 2008-10-09

Medical tourism to Mexico gets more organized

Medical tourism to Mexico gets more organized"... your only hope."?Quoting:These groups are actively signing-up companies and insurers and soon, if you need an operation, they may be your only hope.[End quote]Not disagreeing, but wondering what you believe is soon to happen.RE: Medical tourism to Mexico gets more organizedHi Dana -...

Tags: Vertical industries, Benefits, HEALTHCARE, Insurance, Health Travel Guides, health care, tourism

Discussion threads 2008-10-09

Laptops with mobile WiMax now available

The first laptops with built-in mobile WiMax wireless broadband are now available in the U.S. Sprint, Intel and the computer companies announced the new WiMax configurations at an event in Baltimore just a few days after Sprint launched its Xohm service there. All of these laptops use...

Tags: Mobile, Sprint Xohm, Laptop Computer, WiMAX, Wi-Fi, Wireless, 3G, Chipsets, Cellular Phones, Consumer Electronics, Personal Technology, Semiconductors, Hardware, Components, John Morris

Blog posts 2008-10-09

IBM considering financing IT project partners because of banking crisis

I recently ran into Drew Clark, head of IBM's Venture Capital Group, based in Menlo Park, California. I asked him about the financial crisis and what IBM could do in response. "We would never make an equity investment but we are looking at financial help in projects where we partner...

Tags: Financial, Information Technology, Banking, Financing, IBM Corp., Financial Accounting, Investment, Strategy, Finance, Management, Tom Foremski

Blog posts 2008-10-09