Customer Empowerment – The Disruptive Force in Business

Company Control Customer Control

Manage customers Empower customers

Control markets Control decisions

Local advantage Global choice

Company efficiency Customer convenience

Past

The Customer Experience Imperative

LOSE

“80% have quit doing business after a negative experience…

20% will never return.”

WIN

“99% are likely to recommend your business after a positive customer experience.”

Harris Interactive, “Customer Experience Report,” March 2006

Relationships are Won or Lost One Experience at a Time

The Experience/Cost Dilemma

Spend money to improve the customer experience

OR

cut costs and risk losing customers

The Solution: Knowledge at the Point of Action

Knowledge is the key to a great customer experience

Business Success Requires a Different Solution

1. Foundation

2. Applications

3. Engagement Model

The Right Foundation

Self-learning repository for organizational knowledge required to consistently deliver exceptional customer experiences• Multi-patented

• Self-learning, dynamic

• Immediately, broadly accessible

Frontline Applications

Frontline Action Apps

Purpose built frontline applications that draw from and feed the foundation

• Every interaction is knowledge-infused

• Continuous feedback and learning

• Adapts your business to your customer’s world

Results-Based Engagement

Frontline Action Apps

Day1 Advantage

Systems that take a year to install are solving last year’s problems• Start with results.

Build on success.

• Choice and flexibility

• Accountable for success

Knowledge at the Point of Action

iKnow™• Multi-patented• Self-learning, dynamic• Immediately, broadly accessible

Day1 Advantage™• Start with results. Build on

success.• Choice and flexibility• Accountable for success

Frontline Action Applications™• Knowledge infused• Continuous feedback and learning• Adapts to your customers

Frontline Action Apps

Day1 Advantage

RightNow Customers Set the Standard

RightNow Customers Dominate Gartner CRM Excellence Awards

RightNow Solution

Customer Experience Success: Nikon

Business Objectives:

• Consistent customer experience across channels

• Support premium brand with premium service

Challenges:

• Rapidly growing user base

• Resource and costs constraints

• Consistency across geographies

Results:

• Fewer calls, faster issue resolution

• Departmental headcount kept flat despite tripling of unit sales

• Consistent, personalized service experience across channels

• Global service best practices

• Improved customer visibility enhances marketing and product development

98% customer satisfaction

Customer Experience Success: Nikon

~1,800 Clients are Delivering Superior Customer Experiences … So Can You

© 2008 RightNow Technologies, Inc.

Appendix

RightNow Technologies

NASDAQ: RNOW

Enabling superior customer experiences while reducing operating costs

8 years of continuous financial growth

1,800 clients worldwide

Strong global presence

Recurring Revenue Momentum - TTM

37% CAGR

Billions of Customer Interactions

• Customer interactions include phone calls, emails and self-service sessions

• Scalable

Existing Systems Not Designed For Customer Experience

• Internally focused• Don’t empower

customers• Too long to deploy• Lack of flexibility• Data not knowledge

A Different Approach

Traditional CRM• Company-Driven• Primary focus: efficiency• Disparate experiences

The Next Wave• Customer-Driven• Primary focus: loyalty, growth• Unified, consistent experience

Industry Endorsements