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Forrester ranks customer service management vendors

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13th Jun 2007
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Oracle and RightNow are both claiming leadership status in Forrester Research’s latest Customer Service Management Software survey.

Forrester evaluated leading customer service management software vendors across 180 criteria to assess strengths and weaknesses in three areas: current offering, strategy and market presence.

According to the Forrester report, the Oracle Siebel CRM customer service suite is "especially strong in B2B customer service environments, where its full relationship management capabilities can be exploited". Specifically, Siebel CRM is recognised for being "able to satisfy complex, enterprise customer record requirements.... Siebel CRM, the pioneer in customer service applications, covers all major customer service functional areas."

"Exceptional service is more than customer satisfaction. It's about consistently exceeding customers' expectations, uncovering new revenue opportunities and having the right information to make appropriate service decisions at the right time for each customer," says Oracle vice president of CRM strategy Mike Betzer. "As a market leader, Oracle provides the widest range of solutions, best practices and deployment options for customer service organisations."

Meanwhile, according to the report, RightNow offers "a robust offering for customer service, especially for consumer-facing organisations." The report also states that RightNow "provides strong customer service analytics, comprehensive self-service tools, and a strong knowledgebase - at some of the lowest prices in the market."

Forrester noted: “RightNow provides a strong suite of tightly integrated tools spanning contact channels. Phone, e-mail, chat and forum activity are all integrated into the customer records, and information presented during any interaction is available when transitioning to another medium.”

"While traditional CRM solutions are focused on internal process and procedures, RightNow's solutions are built from a consumer's perspective, to facilitate convenient and consistent interactions for consumers," said Jason Mittelstaedt, vice president of marketing for RightNow. "It is significant to see that Forrester, a leading, independent research firm, has taken notice of RightNow's consumer-centric solutions focus and approach."

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