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.

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

    1. 1. 10 Things to Ask Your SaaS Vendor Before Entering the Cloud<br />With RightNow & CustomerThink<br />
    2. 2. Keynote Presentation: <br />Bob Thompson<br />Founder & CEO, CustomerThink<br />
    3. 3. The Role of Cloud Computing in Customer-Centric Success<br />Bob Thompson<br />Founder and CEO<br />CustomerThink Corporation<br />Copyright 2009 CustomerThink Corporation. All Rights Reserved.<br />
    4. 4. What is Customer-Centric Business Management?<br />“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.”<br />-- Bob Thompson<br />
    5. 5. Business Strategy vs. Execution<br />Strategy: Selecting and applying resources to obtain a competitive advantage-- Michael Porter: “choose to run a different race”<br />Execution: Managing people, processes and technology to achieve the desired results-- Michael Porter: “run the same race faster”<br />
    6. 6. Unique Business Strategies are RareImproving Execution is Always Viable<br />&quot;A half-baked strategy well executed will be superior to that marvelous strategy that isn&apos;t executed very well.&quot;-- Allan Gilmour, vice chairman, Ford Motor Co. <br />&quot;Consistent alignment of capabilities and internal processes with the customer value proposition is the core of any strategy execution.“-- Robert Kaplan<br />&quot;A good plan violently executed now is better than a perfect plan next week.&quot; -- General George S. Patton<br />
    7. 7. Satisfaction-Loyalty-Performance Chainis Mostly About Execution<br />Satisfaction<br />Delivered What Was Expected<br />Loyalty<br />Behavior and Attitudes<br />Performance<br />Revenue, Profit, Share of Wallet<br />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.<br />
    8. 8. Can You Improve Strategy and Execution Simultaneously?<br />Strategy<br />Strong<br />Weak<br />LeadIndustry<br />Optimize Position<br />Strong<br />Execution<br />Need a Bailout!<br />Failure to Capitalize<br />Weak<br />
    9. 9. How CBM Effectiveness Relates to Competitive Position<br />
    10. 10. CBM Effectiveness Scores by Category<br />Strategy<br />Execution<br />
    11. 11. Consolidation of Terms is Sign of Maturity<br />“CRM” emerged in late 1990s from a number of competing terms like… TERM (Gartner)<br />SaaS (Software-as-a-Service) is the latest term for hosted applications – remember “ASP” and “on-demand”?<br />“Cloud computing” includes all types of information technology that can be “rented” over the Internet in various combinations:<br />Applications<br />Development Platform<br />Computing Power<br />Storage<br />
    12. 12. Consider Cloud Computing as an Option to Improve Customer-Centric Execution<br />
    13. 13. Thank You!<br />Bob Thompson<br />Founder and CEO<br />CustomerThinkCorporation<br />White Papers:<br />http://www.rightnow.com/resource-white-papers.php<br />Five Warning Signs for Danger Ahead on Your Customer-Centric Journey <br /> <br />Accelerate Your Customer Centric Journey <br />
    14. 14. 10 Things to Ask Your SaaS Vendor Before Entering the Cloud<br />Laef Olson<br />CIO, RightNow<br />
    15. 15. The Experience/Cost Dilemma<br />Spend money to improve the customer experience <br />OR <br />cut costs and risk losing customers<br />
    16. 16. RightNow at a Glance<br />
    17. 17. Touching Customers Around the World<br />Total Customer Interactions<br />&gt;500 million contacts on 60 terabytes of storage<br />&gt;700 million “page turns” every month<br />&gt;200 million end-user sessions per month<br />&gt;2 billion customer interactions annually<br />&gt;6.5 billion queries processed each week<br />
    18. 18. Why Choose the Cloud?<br />May be the best solution for the business(both functionally and financially)<br />Reduction of technology complexity<br />Further specialization of function and service abstraction<br />Allows IT to focus resources on core business strategy<br />New deployment model helps the CIO<br />deliver results<br />manage cost<br />manage risk<br />
    19. 19. 10 Things to Ask Your SaaS Vendor Before Entering the Cloud<br />
    20. 20. 1. Do they have Paying Customers?<br />
    21. 21. 2. Do they have Pilot Capability?<br />
    22. 22. 3. Do they offer Configuration vs. Customization?<br />
    23. 23. 4. Do they have a Service Delivery Management System?<br />
    24. 24. 5. Do they offer Multi-tenancy?<br />
    25. 25. 6. Do they have a Comprehensive Disaster Recovery Plan?<br />
    26. 26. 7. Do they have Service Level Agreements and a strong History?<br />
    27. 27. 8. Do they offer a Robust Integration Capability?<br />
    28. 28. 9. Will they provide Service?<br />
    29. 29. 10. Can they demonstrate Real World Successful Deployments?<br />
    30. 30. Question/Answer Session <br />Bob Thompson, CustomerThink<br />Laef Olson, RightNow<br />
    31. 31. Learn More!<br />White Papers:<br />http://www.rightnow.com/resource-white-papers.php<br />Five Warning Signs for Danger Ahead on Your Customer-Centric Journey <br />Accelerate Your Customer Centric Journey <br />Pilot Program:<br />http://www.rightnow.com/pilotrequest.php<br />