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

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