RightNow Technologies announced their latest release this week, RightNow August ‘08, and it includes some very cool features that pay tribute to their B2C roots. It is surprising how much new functionality and infrastructure this vendor continues to deliver with their challenging quarterly release cycle. For a complete list of what’s included you can read [...]
Archive for August, 2008
Enterprise Wide Workflow and Visibility Critical for Customer Success
August 20, 2008I am working on a white paper regarding the importance of cross-enterprise workflow and visibility, enabling the support organization to proactively manage customer issues that must be resolved by a group outside of support. Interestingly, I am dealing with a hellish customer service problem in my own life regarding this exact same problem, and let me [...]
Mid-Year Support Trends: Rich Content, Revenue Generation, and the ROI of Web 2
August 13, 2008I’ve had a lot of requests lately from members, vendors, and investment firms for the latest trends impacting service and support operations and spending, and I wanted to share with you three things I am tracking. In some way, they all relate to the bad economic conditions in North America, the declining value of the [...]
PSA Trends: Strategy, Analytics, and Web 2.0
August 6, 2008I admit I haven’t spent a lot of time on professional services automation (PSA) tools since my days at Giga, when all the enterprise CRM vendors seemed to release a PSA module at the same time. Though the enterprise apps vendors continue to deliver PSA modules, the biggest buzz around PSA today is for smaller, more [...]
