Executive Summary (This is a document excerpt)

RightNow Technologies is gaining success by offering a CRM suite solution available through the software-as-a-service (SaaS) deployment model. To date, its value proposition has found success with the SMB market, which values quick time-to-value, strong usability, and lower upfront costs compared with traditional on-premise solutions. This value proposition is also beginning to attract the attention of enterprise-class customers interested in these benefits. The product has strength in the core CRM functionalities of marketing, sales, service, and customer analytics. However, it is somewhat less robust in customer data management and does not support field service or eCommerce.

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