Contact Center Solutions Featured Article

RightNow and Demandware Combine CRM and eCommerce

November 05, 2007

RightNow Technologies together with Demandware have announced the latest enterprise-class on demand customer relationship management and eCommerce solution.
 
The new offering, combining RightNow's service, marketing and sales operations is included with Demandware's Web platform and eCommerce services and provides multi-channel retailers and consumer brands with a flawless combination of their online and offline businesses, enhancing customer experiences across channels.

 
Rob Garf, vice president and general manager of Retail Strategies at AMR Research noted, "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. 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."
 
By means of this merger of CRM and eCommerce, clients can distribute a steady experience across the total customer lifecycle, from responsiveness and possession through adaptation and sustenance, irrespective of the consumers’ interaction with the company.
 
All through the customer lifecycle, the offering makes it possible to preserve a distinct view of the customer as well as the ability to control consistent product and back up material, pricing and promotions, business procedures, and communication channels.
 
Jason Mittelstaedt, vice president of marketing at RightNow commented, "Consumers are driving unprecedented change in our industry. 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."
 
 
Anjishnu Biswas is a contributing editor for ContactCenterSolutions. To see more of his articles please visit his columnist page.
 



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