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10 Things To Ask Your Saa S Vendor Before Entering The Cloud

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Learn how to translate rising consumer expectations into profit and growth plus how to gain a competitive edge with contact center software.

Learn how to translate rising consumer expectations into profit and growth plus how to gain a competitive edge with contact center software.

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  • [Shelby][Intro] Just a reminder, please use the “Q&A” area on the top of your screen to send us your questions for Bob and Laef throughout the presentation. With that I’d like to introduce Bob Thompson.
  • [Shelby]
  • [Laef]Thanks for the great information, Bob. Before we get into the Top Ten List for we’d like to quickly introduce our company for those of you who may be hearing from RightNow for the first time today.
  • [Shelby to hand off to Jeff for Q/A]
  • [Shelby]In closing we’d like to recommend a couple resources…As a reminder, all webcast participants will receive a pdf copy of today’s slide presentation and a link to the recording via email tomorrow.If we did not get to your question live today we will respond via email within the next 2 business days.We hope you will use the information presented today as you work on your customer experience strategy.On behalf of Bob Thompson with CustomerThink, Laef Olson our CIO and everyone else here at RightNow thank you and have a great day!STOP RECORDING
  • Transcript

    • 1. 10 Things to Ask Your SaaS Vendor Before Entering the Cloud
      With RightNow & CustomerThink
    • 2. Keynote Presentation:
      Bob Thompson
      Founder & CEO, CustomerThink
    • 3. The Role of Cloud Computing in Customer-Centric Success
      Bob Thompson
      Founder and CEO
      CustomerThink Corporation
      Copyright 2009 CustomerThink Corporation. All Rights Reserved.
    • 4. What is Customer-Centric Business Management?
      “Delivering the total customer value that drives genuinely loyal customer attitudes and behaviors in a target market, resulting in competitive differentiation and long-term profitable growth for the enterprise.”
      -- Bob Thompson
    • 5. Business Strategy vs. Execution
      Strategy: Selecting and applying resources to obtain a competitive advantage-- Michael Porter: “choose to run a different race”
      Execution: Managing people, processes and technology to achieve the desired results-- Michael Porter: “run the same race faster”
    • 6. Unique Business Strategies are RareImproving Execution is Always Viable
      "A half-baked strategy well executed will be superior to that marvelous strategy that isn't executed very well."-- Allan Gilmour, vice chairman, Ford Motor Co.
      "Consistent alignment of capabilities and internal processes with the customer value proposition is the core of any strategy execution.“-- Robert Kaplan
      "A good plan violently executed now is better than a perfect plan next week." -- General George S. Patton
    • 7. Satisfaction-Loyalty-Performance Chainis Mostly About Execution
      Satisfaction
      Delivered What Was Expected
      Loyalty
      Behavior and Attitudes
      Performance
      Revenue, Profit, Share of Wallet
      Source: An exhibit from J. L. Heskett, T. O. Jones, W. E. Sasser, Jr., and L. A. Schlesinger, “Putting the Service-Profit Chain to Work,”Harvard Business Review, March-April 1994, p. 166.
    • 8. Can You Improve Strategy and Execution Simultaneously?
      Strategy
      Strong
      Weak
      LeadIndustry
      Optimize Position
      Strong
      Execution
      Need a Bailout!
      Failure to Capitalize
      Weak
    • 9. How CBM Effectiveness Relates to Competitive Position
    • 10. CBM Effectiveness Scores by Category
      Strategy
      Execution
    • 11. Consolidation of Terms is Sign of Maturity
      “CRM” emerged in late 1990s from a number of competing terms like… TERM (Gartner)
      SaaS (Software-as-a-Service) is the latest term for hosted applications – remember “ASP” and “on-demand”?
      “Cloud computing” includes all types of information technology that can be “rented” over the Internet in various combinations:
      Applications
      Development Platform
      Computing Power
      Storage
    • 12. Consider Cloud Computing as an Option to Improve Customer-Centric Execution
    • 13. Thank You!
      Bob Thompson
      Founder and CEO
      CustomerThinkCorporation
      White Papers:
      http://www.rightnow.com/resource-white-papers.php
      Five Warning Signs for Danger Ahead on Your Customer-Centric Journey
       
      Accelerate Your Customer Centric Journey
    • 14. 10 Things to Ask Your SaaS Vendor Before Entering the Cloud
      Laef Olson
      CIO, RightNow
    • 15. The Experience/Cost Dilemma
      Spend money to improve the customer experience
      OR
      cut costs and risk losing customers
    • 16. RightNow at a Glance
    • 17. Touching Customers Around the World
      Total Customer Interactions
      >500 million contacts on 60 terabytes of storage
      >700 million “page turns” every month
      >200 million end-user sessions per month
      >2 billion customer interactions annually
      >6.5 billion queries processed each week
    • 18. Why Choose the Cloud?
      May be the best solution for the business(both functionally and financially)
      Reduction of technology complexity
      Further specialization of function and service abstraction
      Allows IT to focus resources on core business strategy
      New deployment model helps the CIO
      deliver results
      manage cost
      manage risk
    • 19. 10 Things to Ask Your SaaS Vendor Before Entering the Cloud
    • 20. 1. Do they have Paying Customers?
    • 21. 2. Do they have Pilot Capability?
    • 22. 3. Do they offer Configuration vs. Customization?
    • 23. 4. Do they have a Service Delivery Management System?
    • 24. 5. Do they offer Multi-tenancy?
    • 25. 6. Do they have a Comprehensive Disaster Recovery Plan?
    • 26. 7. Do they have Service Level Agreements and a strong History?
    • 27. 8. Do they offer a Robust Integration Capability?
    • 28. 9. Will they provide Service?
    • 29. 10. Can they demonstrate Real World Successful Deployments?
    • 30. Question/Answer Session
      Bob Thompson, CustomerThink
      Laef Olson, RightNow
    • 31. Learn More!
      White Papers:
      http://www.rightnow.com/resource-white-papers.php
      Five Warning Signs for Danger Ahead on Your Customer-Centric Journey
      Accelerate Your Customer Centric Journey
      Pilot Program:
      http://www.rightnow.com/pilotrequest.php

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