RightNow
White Papers
Explore our library of white papers to learn best practices, strategies, and different ways your organization can improve the customer experience you deliver.
Take your time. Peruse these resources, download, and pass them around as you see fit. Then, contact us for the next chapter—the behind-the-scenes of what it all can mean to you and how we can make your customer experience management challenges into opportunities.
Use the sort feature to find out more about customer experience best practices and then download our other CX resources.
Related Information
Scan the items below for the information you want next. You can place any of these items in your Briefcase, or click the link to read it immediately.
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White Paper: Accelerate Your Customer-Centric Journey: Four Best Practices
It’s never been more important to create and sustain mutually valuable customer relationships.
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White Paper: Best Practices for Innovating in a Customer Community
Driving innovation through company-sponsored online communities requires a delicate balance of spontaneity and structure.
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White Paper: Best Practices in Email Marketing
Learn the keys to email deliverability, response solicitation, ISPs, address acquisition, and more.
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White Paper: Boomerang Effect: Market Dynamics Are Driving Customers Back to the Manufacturer
The internet and big box retailers have changed the way your products reach the market.
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White Paper: Capturing the Loyalty Opportunity: The Cost of Doing Nothing
Is your company focused on reducing costs at the expense of delivering meaningful and differentiated experiences to your customers?
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White Paper: Communicating with Constituents: High-ROI Technology for Government
Learn how you can meet rising constituent expectations while cutting operational costs.
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White Paper: Contact Center ’09: Five Steps to a Lean, Customer-Centric Organization
Want to increase efficiency without sacrificing service quality? Learn the five steps to creating a lean contact center that exceeds customer expectations.
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White Paper: CRM and Crisis Management
This white paper outlines how agencies at all levels of government can use CRM to cope with crises and ensure their preparedness for the unexpected while optimizing the quality of service they provide to their constituencies.
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White Paper: CRM and National Security: Five Essential Software Capabilities
CRM technology can deliver advantages for fulfillment of Department of Defense and Intelligence Community missions.
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White Paper: CrowdService: Harnessing the Wisdom of Crowds
CrowdService, leveraging the wisdom of your customers to help others, affords not only cost savings but also improves customer experiences and drives loyalty.
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White Paper: Customer Experience in Telecom
Deregulation, new competitors, and new technology offerings require new strategies for handling relationships with customers.
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White Paper: Customer Experience Makeover: A Practical Approach to Differentiated Service
It’s the number one reason customers cite for their loyalty and their recommendation of companies to friends and colleagues.
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White Paper: Customer Service as a Differentiator: The Road to Excellence at Overstock.com
The obstacles that prevented Overstock.com from delivering exceptional customer service were not very different from those that many companies in a variety of industries encounter.
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White Paper: Customer Service Meets Social Media: Best Practices for Engagement
As big a game changer as social media is, all the basics for providing service still apply. You’ll have to adapt to not owning the channels you use for service and redefine your guidelines for engagement.
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White Paper: CX: Harnessing the Consumer Revolution
After decades of being managed consumers are rebelling. Today companies must listen to customers, engage with them proactively and do whatever it takes to ensure every interaction is a positive experience. To do this, you need CX.
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White Paper: Doing Business Right Now: Your Customers Won’t Wait
The unwillingness to compromise on either time or quality represents a radical shift in customer demands.
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White Paper: Eight Steps to Great Customer Experiences for Government Agencies
Learn the eight steps for government agencies to meet today’s customer experience challenges.
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White Paper: Empowered Interactions: Delivering a Differentiated Student Lifecycle Experience
Learn best practices that will help you interact consistently, and in a personalized manner.
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White Paper: Five Warning Signs for Danger Ahead on Your Customer-Centric Journey
This white paper focuses on key elements needed to launch and sustain a successful customer-centric journey.
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White Paper: Governing in a Time of Change: Five Ways to Improve Constituent Services
New strategies that increase efficiency while championing the cause of the happy constituent.
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White Paper: Knowledge at the Point of Action: Make Sure Your Customers Love Your Company
Six best practices of Knowledge at the Point of Action.
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White Paper: Making Every Interaction Count: GameFly Aligns Its Customer Experience
To be successful, you need to treat each customer interaction as part of an integrated experience.
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White Paper: Optimizing Student Recruiting with CRM
Learn how how CRM technology is successfully being applied to the full range of recruiting challenges faced by today’s colleges and universities.
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White Paper: Optimizing the Multi-Channel Agent Desktop
Learn the value of integrated agent visibility into multiple service channels.
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White Paper: Pains and Gains: How Self-Service in Fantasy Sports Added Muscle to CBS Interactive
By having a quality product in an emerging market, CBS Interactive was rapidly outgrowing their support staff.
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White Paper: Proactive Customer Service
Service centers are generally viewed as cost centers, but it doesn’t have to be that way.
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White Paper: Product Registration: The Foundation of Customer Relationships
Online Product Registration is the key to unlock the value in your customer relationships.
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White Paper: Serving the Uncompromising Customer
Everybody’s talking about how improving customer experiences increases loyalty, advocacy, and profitability.
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White Paper: Seven Ways to Out-Service the Competition: Exiting the Recession a Leader
As we look to economic recovery, it’s critical to continue to retain customers and maximize their lifetime value. This white paper offers seven strategies to out-service the competition, propel profits and exit the recession a leader.
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White Paper: Sony ROI Review
Examine the ROI in the Sony / RightNow relationship.
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White Paper: Ten Secrets for Delighting Customers and Reducing Costs
Learn how to improve customer satisfaction and increase operational efficiencies. This white paper distills the best practices of successful customer service thought leaders.
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White Paper: The 6 Laws of Customer Experience
There are huge opportunities to rethink how we deal with customers. This ebook offers six laws you can’t afford to break if you want to take advantage of the new customer dynamic.
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White Paper: The Loyalty Connection
Loyalty: it’s more than touchy-feely. It affects your bottom line.
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White Paper: The New Government Agency Contact Center
How often do your service agents hear the same question over and over? Fortunately, this issue is not difficult to resolve.
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White Paper: Winning on Service in an Uncertain Economy
In hard economic times, provide exceptional service for your current customers to harvest value.
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White Paper: Winning Service Strategies for Colleges and Universities
How are you currently optimizing your constituent experience to strengthen institutional bonds?
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White Paper: Zero Contact Resolution
Are you pre-empting potential phone calls and emails to your contact center and optimizing customer satisfaction, loyalty, and retention?
Greg Gianforte