10 Things To Ask Your Saa S Vendor Before Entering The Cloud

© 2009 RightNow Technologies, Inc.

10 Things to Ask Your SaaS Vendor Before Entering the Cloud

With RightNow & CustomerThink

© 2009 RightNow Technologies, Inc.

Keynote Presentation:

Bob ThompsonFounder & CEO, CustomerThink

The Role of Cloud Computing in Customer-Centric Success

Bob ThompsonFounder and CEO

CustomerThink Corporation

Copyright 2009 CustomerThink Corporation. All Rights Reserved.

4Creating the Customer-Centric EnterpriseCopyright 2008 CustomerThink Corporation. All Rights Reserved.

What is Customer-Centric Business Management?

“Delivering the total customer value that drives genuinely loyal customer attitudes and behaviors in a target market, resulting in competitive differentiation and long-term profitable growth for the enterprise.”

-- Bob Thompson

5Creating the Customer-Centric EnterpriseCopyright 2008 CustomerThink Corporation. All Rights Reserved.

Business Strategy vs. Execution

Strategy: Selecting and applying resources to obtain a competitive advantage-- Michael Porter: “choose to run a different race”

Execution: Managing people, processes and technology to achieve the desired results-- Michael Porter: “run the same race faster”

6Creating the Customer-Centric EnterpriseCopyright 2008 CustomerThink Corporation. All Rights Reserved.

Unique Business Strategies are RareImproving Execution is Always Viable

"A half-baked strategy well executed will be superior to that marvelous strategy that isn't executed very well."-- Allan Gilmour, vice chairman, Ford Motor Co.

"Consistent alignment of capabilities and internal processes with the customer value proposition is the core of any strategy execution.“-- Robert Kaplan

"A good plan violently executed now is better than a perfect plan next week." -- General George S. Patton

7Creating the Customer-Centric EnterpriseCopyright 2008 CustomerThink Corporation. All Rights Reserved.

Satisfaction-Loyalty-Performance Chainis Mostly About Execution

SatisfactionDelivered What Was

Expected

LoyaltyBehavior and

Attitudes

PerformanceRevenue, Profit, Share of Wallet

Source: An exhibit from J. L. Heskett, T. O. Jones, W. E. Sasser, Jr., and L. A. Schlesinger, “Putting the Service-Profit Chain to Work,”Harvard Business Review, March-April 1994, p. 166.

8Creating the Customer-Centric EnterpriseCopyright 2008 CustomerThink Corporation. All Rights Reserved.

Can You Improve Strategy and Execution Simultaneously?

Weak Strong

Weak

Strong

Execution

Strategy

LeadIndustry

Failure to Capitalize

Optimize Position

Need a Bailout!

9Creating the Customer-Centric EnterpriseCopyright 2008 CustomerThink Corporation. All Rights Reserved.

How CBM Effectiveness Relates to Competitive Position

CBM Index by Competitive Position

1.78

2.86 2.88

3.42

3.94

-

0.50

1.00

1.50

2.00

2.50

3.00

3.50

4.00

4.50

5.00

Far Behind Behind Equal Ahead Far Ahead

Competitive Position

CB

M In

de

x

10Creating the Customer-Centric EnterpriseCopyright 2008 CustomerThink Corporation. All Rights Reserved.

CBM Effectiveness Scores by Category

Customer-Centric Business Management

3.5 3.23.6

3.0 3.0 2.8

-

0.5

1.0

1.5

2.0

2.5

3.0

3.5

4.0

4.5

5.0

CustomerStrategy

Goals andMeasurements

Organizationand People

Process andExperience

Design

InformationTechnology

CustomerCollaboration

Strategy Execution

11Creating the Customer-Centric EnterpriseCopyright 2008 CustomerThink Corporation. All Rights Reserved.

Consolidation of Terms is Sign of Maturity

“CRM” emerged in late 1990s from a number of competing terms like… TERM (Gartner)

SaaS (Software-as-a-Service) is the latest term for hosted applications – remember “ASP” and “on-demand”?

“Cloud computing” includes all types of information technology that can be “rented” over the Internet in various combinations: Applications Development Platform Computing Power Storage

12Creating the Customer-Centric EnterpriseCopyright 2008 CustomerThink Corporation. All Rights Reserved.

Consider Cloud Computing as an Option to Improve Customer-Centric Execution

Customer-Centric Business ManagementExecution Effectiveness

0.0 0.5 1.0 1.5 2.0 2.5 3.0 3.5 4.0 4.5 5.0

CustomerCollaboration

InformationTechnology

Process andExperience Design

Organization andPeople

CBM Score

Leaders

Laggards

13Creating the Customer-Centric EnterpriseCopyright 2008 CustomerThink Corporation. All Rights Reserved.

Thank You!

Bob ThompsonFounder and CEO

CustomerThink Corporation

White Papers:http://www.rightnow.com/resource-white-papers.php

Five Warning Signs for Danger Ahead on Your Customer-Centric Journey  

Accelerate Your Customer Centric Journey

© 2009 RightNow Technologies, Inc.

10 Things to Ask Your SaaS Vendor Before Entering the Cloud

Laef OlsonCIO, RightNow

© 2009 RightNow Technologies, Inc.

The Experience/Cost Dilemma

Spend money to improve the customer experience

OR

cut costs and risk losing customers

© 2009 RightNow Technologies, Inc.

RightNow at a Glance

Consumer-Centric CRM• Focused on enabling superior

customer experiences• Complete service, marketing,

sales, feedback solutions• Leader in mission critical on

demand CRM in enterprise

Strong Client Momentum• 1,900 clients• More than 50% of revenue from

large enterprise• Over 4 billion customer

interactions facilitated

Global Operations• Headquarters: Bozeman, MT

• 14 worldwide offices

• ~750 employees

• 33 languages

Solid Financial Performance• 10 years continuous growth

• 2008 revenues: $140M

• 34% annual recurring revenue growth

• Over 90% renewal rate

• NASDAQ: RNOW

© 2009 RightNow Technologies, Inc.

Touching Customers Around the World

>500 million contacts on 60 terabytes of

storage

>700 million “page turns” every month

>200 million end-user

sessions per month

>2 billion customer

interactions annually

Total Customer Interactions

>6.5 billion queries

processed each week

© 2009 RightNow Technologies, Inc.

Why Choose the Cloud?

May be the best solution for the business(both functionally and financially)

Reduction of technology complexity– Further specialization of function and service abstraction– Allows IT to focus resources on core business strategy

New deployment model helps the CIO• deliver results• manage cost• manage risk

© 2009 RightNow Technologies, Inc.

10 Things to Ask Your SaaS Vendor Before Entering the Cloud

© 2009 RightNow Technologies, Inc.

1. Do they have Paying Customers?

© 2009 RightNow Technologies, Inc.

2. Do they have Pilot Capability?

© 2009 RightNow Technologies, Inc.

3. Do they offer Configuration vs. Customization?

© 2009 RightNow Technologies, Inc.

4. Do they have a Service Delivery Management System?

Click icon to add picture

© 2009 RightNow Technologies, Inc.

5. Do they offer Multi-tenancy?

© 2009 RightNow Technologies, Inc.

6. Do they have a Comprehensive Disaster Recovery Plan?

© 2009 RightNow Technologies, Inc.

7. Do they have Service Level Agreements

and a strong History?

99

99.1

99.2

99.3

99.4

99.5

99.6

99.7

99.8

99.9

100

© 2009 RightNow Technologies, Inc.

8. Do they offer a Robust Integration Capability?

© 2009 RightNow Technologies, Inc.

9. Will they provide Service?

© 2009 RightNow Technologies, Inc.

10. Can they demonstrate Real World Successful Deployments?

© 2009 RightNow Technologies, Inc.

Question/Answer Session

Bob Thompson, CustomerThinkLaef Olson, RightNow

© 2009 RightNow Technologies, Inc.

Learn More!

White Papers:

http://www.rightnow.com/resource-white-papers.php

1. Five Warning Signs for Danger Ahead on Your Customer-Centric Journey

2. Accelerate Your Customer Centric Journey

Pilot Program:

http://www.rightnow.com/pilotrequest.php