Exterminate Bad Experiences RightNow
October 29, 2009 3 Comments
At its user conference in Colorado Springs, RightNow Technologies announced a new mission: To rid the world of bad experiences. CEO Greg Gianforte unveiled the mission along with its three pillars:
- Invest in its solution to help RightNow clients eliminate bad customer experiences from their consumer base.
- Improve the way it engages with their clients to ensure they always have great experiences when interacting with RightNow
- Give back to the communities in which it operates.
Here are some details that went along with the announcement:
- It renamed its platform: RightNow CX, the customer experience suite.
- It announced three new social media offerings (RightNow Support Community, RightNow Innovation Community, and RightNow Social Experience Designer) which are integrated with its Web and contact center components.
- To enhance its relationship with its clients, the company announced its CX Commitment which has three elements: relentless focus on business results, expertise on every engagement, and delivering on the promise of SaaS.
- It’s adding Client Success Managers to every RightNow account, free of charge. These people won’t carry sales quotas and will be measured on the business results of their clients.
- RightNow won’t start an engagement until the client and RightNow agree on what the results will be; and they won’t consider a project finished until they’ve delivered those results.
- The company has ambitious plans for its SaaS platform which include a commitment to no shelf-ware, complete pricing transparency, and what it calls “invisible updates” – frictionless changes from version to version.
Gianforte ended his remarks by inviting attendees to join RightNow in ridding the world of bad experiences.
My take: I’ve seen many vendors create missions like this; announcing audacious statements about how they want to be perceived. Most fail miserably. But RightNow’s announcement is different from most.
Since the mission dovetails completely with my focus, I sat down with several people across RightNow including its CEO, CMO, and COO to understand what this mission really means. Here’s how I’d rate RightNow’s mission against the 6 criteria that I use for evaluating organizational missions:
- Is it compelling? YES
- Are employees bought-in? YES
- Is it consistent with the company’s core beliefs? YES
- Is there value for all key constituents? YES
- Has the company aligned its investments to the mission? YES
- Are significant changes being made to align with the mission? YES
Ridding the world of bad experiences is more than just a slogan for RightNow, it’s a commitment to an operating model that’s driving all of its key decisions.
I am particularly impressed by the company’s commitment to align itself more fully with its customers’ success – instead of just selling software. If successful, RightNow might actually redefine a more customer-centric model for software companies. That would certainly rid the world of many bad experiences!
The bottom line: Let’s collectively rid the world of bad experiences.