Communication Solutions

RightNow Technologies (News - Alert) has announced enhancements to RightNow Retail, its on-demand CRM product tailored for retailers.

 

New features combined with RightNow's preconfigured self-service, call center and e-mail management applications and knowledge foundation include RightNow Chat, described as "helping retailers improve conversion rates and reduce the number of abandoned shopping carts."

 

There's also "Voice of the Customer" for capturing and measuring customer feedback, typically using customer service survey software. The product includes several customer surveys letting retailers "listen to" their customers during the purchase process.

 

"RightNow Offer Advisor" is for pushing incremental sales through targeted up-sell and cross-sell offers. It lets agents, at the end of a service interaction, suggest relevant offers or promotions based on the customer's individual purchase history and demographics.

 

Originally released in May 2007, RightNow Retail is based on the company's enterprise-class on demand CRM product and includes pre-configured processes and best practices.

 

A couple weeks ago RightNow Technologies announced results for the fourth quarter and year ended December 31, 2007. Fourth quarter total revenue was a record $30.7 million, compared to $28.8 million in the fourth quarter 2006.

 

Fourth quarter 2007 results reflect 33 percent growth in recurring revenue over the fourth quarter of 2006 and the impact of the Company's business model shift away from perpetual licenses in 2007.

 

The net loss in the fourth quarter of 2007 was $(3.3) million or $(0.10) per share, compared to net loss of $(2.3) million, or $(0.07) per share, in the fourth quarter of 2006. Fourth quarter 2007 non-GAAP net loss per share was $(0.07) which excludes stock-based compensation charges of $1.0 million.

 

Revenue for the full year 2007 was $112 million, compared to full year 2006 revenue of $110 million. Recurring revenue for the 2007 full year increased 34 percent year over year to $85 million.

 

The net loss for the year 2007 was $(18.6) million or $(0.56) per share, compared to net loss of $(5.0) million or $(0.16) per share for the full year 2006. Full year 2007 non-GAAP net loss per share was $(0.40) which excludes stock-based compensation of $5.5 million.

 

RightNow added 60 new customers in the fourth quarter and more than 250 new customers for the year. New, renewed and expanded customer relationships during the fourth quarter of 2007 included Activision, Easy Jet Airline Company, Epson America, Kodak Imaging Network, Logitech, Napster, Social Security Administration, and Vodafone (News - Alert) Netherlands.

 

In a separate announcement, RightNow announced the promotions of Susan Carstensen to Chief Operating Officer, and Jeff Davison to Chief Financial Officer.