RightNow Enhances On Demand CRM Solution for Retailers


RightNow Retail Helps Companies Cost Effectively Drive Sales, Capture Customer Feedback and Measure Success

BOZEMAN, Mont., Feb. 12 -- RightNow® Technologies (NASDAQ:RNOW) today announced enhancements to RightNow Retail, its on demand customer relationship management (CRM) solution tailored for retailers.

For more information about RightNow Retail go to: http://www.rightnow.com/retail

New features combined with RightNow's preconfigured self-service, call center and email management applications and knowledge foundation give retailers the ability to quickly deliver excellent customer experiences. New enhancements include:

o RightNow Chat helps retailers improve conversion rates and reduce the
number of abandoned shopping carts. With RightNow Chat retailers are
able to engage one-to-one with consumers in real-time via live chat
customer service software and provide instant, knowledgeable service.

o Voice of the Customer empowers retailers to capture and measure
customer feedback, typically using customer service survey software.
RightNow Retail includes several new customer surveys that allow
retailers to listen to their customers throughout the entire purchase
process. Any survey returned with negative comments can be immediately
routed to an appropriate agent or manager who can view the customer
history and take action. New surveys include:

o Shopping cart and check-out: Focused on the shopper's experience
during the check out process, this survey includes questions about
shopping cart ease of use, express check out and order changes.

o Post purchase: This survey, for both online and in store purchases,
solicits the consumer's opinions of the overall purchase experience,
including order tracking, product quality and sales associates'
helpfulness.

o General company/product impression: This survey, sent after a
purchase, gathers consumer feedback on overall satisfaction,
likelihood to recommend a retailer and the importance a consumer
places on price, product selection and service when making a
purchase.

o RightNow Offer Advisor(TM) drives incremental sales through targeted
up-sell and cross-sell offers. Offer Advisor empowers agents at the
end of a service interaction to automatically suggest relevant offers
or promotions based on the customer's individual purchase history and
demographics.

o Marketing promotions also help drive sales; RightNow Retail now
includes an email promotion template preconfigured with a printable
coupon.

"RightNow is an awesome tool for delivering the right message to the right customers at the right time. It has become our strategic platform for driving traffic to all of our channels, fostering customer loyalty over time, and heightening our visibility into customer preferences and behaviors."

Hope Neiman, senior vice president of marketing and development,
The RightStart

"We are getting our customers accurate answers to their questions promptly and at a far lower cost than we would if we had to reply to thousands of calls and emails. Plus, with RightNow, you develop the ability to better understand and more quickly respond to your customers' needs across all your communication channels."

Sean McLaughlin, marketing manager, Specialized Bicycle

RightNow Retail
Originally released in May 2007, RightNow Retail is based on the company's enterprise-class on demand CRM solution and includes pre-configured processes and best practices that can help retailers improve efficiency, increase customer loyalty and drive sales, while controlling costs.

About RightNow Technologies
RightNow (NASDAQ:RNOW) delivers the high-impact technology solutions and services organizations need to cost-efficiently deliver a consistently superior customer experience across their frontline service, sales and marketing touch-points. Approximately 1,800 corporations and government agencies worldwide depend on RightNow to achieve their strategic objectives and better meet the needs of those they serve. RightNow is headquartered in Bozeman, Montana. For more information, please visit http://www.rightnow.com/.

Source: RightNow Technologies, Inc.

CONTACT: Katie O'Connell of RightNow Technologies
+1-925-674-1487
cell, +1-510-304-3707
koconnell@rightnow.com

Web site: http://www.rightnow.com/

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