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RightNow Delivers Highest ROI in Hosted CRM Market According to Nucleus Research

Published
  • September 17 2004, 1:00am EDT
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RightNow Technologies, a leading provider of on-demand CRM software solutions, announced an independent report from Nucleus Research has ranked it superior to all its competitors in delivering return on investment (ROI). The report, focused on hosted CRM, showed RightNow out-performed other providers after extensive research into the real-world experiences of actual customers.

The report assessed hosted CRM vendors on five criteria: deployment, adoption, business impact, support and track record.  Each vendor was scored on a five-point scale for each of those criteria.  RightNow received the highest overall score and received a perfect 5 for its customer support.

The Nucleus report states: "Focus on rapid deployment, an easy-to-use interface, and support for multiple communication channels through a knowledge base enables RightNow to deliver positive ROI to customers and build on that ROI over time as customers' needs change." The report also notes RightNow customers have won the Nucleus Research ROI awards in the CRM category for the past two years with ROI calculations of more than 1,000 percent and with rapid payback periods.

The report also highlights the benefits of the hosted CRM model.  These include lower initial and ongoing costs, stronger ongoing vendor engagement and greater overall simplicity.  It also states hosted CRM vendors are now supporting large-scale accounts and adding higher-value technical capabilities.

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