The CRM software solutions provider RightNow Technologies has been ranked first in the field of hosted CRM applications, in terms of return on investment, by an independent report from Nucleus Research which examined the real-world experiences of the hosted CRM customers of several providers.
The report assessed hosted CRM vendors based on five criteria: deployment, adoption, business impact, support, and track record. Each vendor was scored on a five-point scale for each of those criteria.
According to the report, focus on rapid deployment, an easy-to-use interface, and support for multiple communication channels through a knowledge base are the qualities that enable RightNow to deliver positive ROI, and to build on it over time as its clients' needs change.
The report also highlights that some of RightNow's clients have also won Nucleus Research ROI awards in the CRM category for the past two years, quoting ROI figures of 1,000% or more, with faster than expected payback periods.
A key part of the company's strategy is to helps clients overcome organisational and process barriers that can undermine ROI in a CRM implementation, according to Rebecca Wettemann, vice president of research at Nucleus. The report also cites the benefits of a hosted CRM model, including lower initial and ongoing costs, deeper ongoing vendor engagement, and greater overall simplicity.