RightNow and Demandware Deliver First Enterprise-Class CRM and eCommerce Mash-Up for Consumer-Oriented Organizations
RightNow Technologies (Nasdaq: RNOW) and Demandware today announced the industry's first enterprise-class on demand customer relationship management (CRM) and eCommerce solution. The joint solution provides multi-channel retailers and consumer brands with seamless integration between their online and offline businesses, improving customer experiences across channels. "Customers increasingly expect not only a seamless buying experience across channels, but an integrated and unified service experience, whether online, via email, or over the phone," explained Rob Garf, vice president and general manager of Retail Strategies at AMR Research, in a retail note published in October 2007.
"This partnership should bridge the gap between these two needs that now exists in the marketplace, helping retailers get close to the ultimate goal of a seamless cross-channel experience through each point of interaction."
Through this combination of CRM and eCommerce, clients can deliver a consistent experience across the complete customer lifecycle, from awareness and acquisition through conversion and support — regardless of how consumers interact with the company. Throughout the customer lifecycle, clients maintain a single view of the customer and can leverage uniform product and support content, pricing and promotions, business processes, and interaction channels.
"Consumers are driving unprecedented change in our industry," said Jason Mittelstaedt, vice president of marketing at RightNow. "Whether they go online or call a company, they expect a consistent personalized customer experience. This joint solution breaks new ground and will give organizations many more ways to proactively engage with consumers, which in turn increases conversion rates and fosters brand loyalty."
The new enterprise mash-up connects RightNow's service, marketing and sales applications with Demandware's web platform and eCommerce services. RightNow will provide an in/outbound sales and service desktop, multi-channel customer service, marketing communications, and customer feedback capabilities. Demandware will provide the eCommerce platform, including the online storefront, site search, guided navigation, product catalog and promotions, web development environment, user profiles and online content.
"Web 2.0 and the realization of true services-oriented architectures have fundamentally reshaped how enterprise applications are integrated and delivered," said Jamus Driscoll, vice president of marketing, Demandware. "With RightNow and Demandware, retailers have the power of an integrated, end-to-end solution for selling and servicing the consumer across channels, all offered as an on-demand service."
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