For Greg Gianforte and his colleagues at Bozeman, MT, based RightNow Technologies, Inc., customer relationship management is so, well, yesterday. The key focus for companies today, Gianforte told IDG Enterprise Chief Content Officer John Gallant in this installment of the IDGE CEO Interview Series, is dramatically improving the 'customer experience' in all the places consumers touch organizations — from the Web to the call center.
Gianforte committed to the cloud delivery model early in the game, but he's an outspoken critic of how many software-as-a-service (SaaS) vendors deal with customers and his firm is pioneering contract terms that make it easier for customers to pilot and expand their use of RightNow's customer experience suite with less risk and expense. In this discussion, he lays out how a customer-experience centered approach to business can change your company and what questions IT leaders should be asking their cloud providers today.
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