I’m in Colorado Springs for the 9th RightNow Summit. (You know you have a great job when it requires you to spend time at the Broadmoor, one of the best hotels in the world.) I always enjoy attending the RightNow user conferences; these are rabidly happy customers and they are willing to share their experiences, warts and all. Many vendor user conferences “shepherd” analysts to avoid much direct interaction with customers, or hold separate analyst conferences to avoid the issue entirely. But RightNow encourages interaction with customers, and lines up 1:1 meetings with customers for us.
With over 500 customers in attendance, this is a sizeable conference. For the first time, there are breakouts focusing on individual industries, allowing more focused knowledge sharing. The session topics are also broader this year, reflecting RightNow’s expansion beyond customer service into full CRM. The highlight of the first morning for me was the customer panel, with representatives from some big name companies including Orbitz, William Sonoma, Electronic Arts, Telstra and eHarmony. Some interesting tidbits for you: (more…)