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RightNow Software Review

Founded in 1997 and headquartered in the unusual but beautiful Bozeman, Montana, RightNow Technologies (Nasdaq: RNOW) has transformed itself from an on-premise CRM software provider to a software-as-a-service (SaaS) company while maintaining a corporate culture that is unique among the normal cadre of Silicon Valley CRM software organizations.

RightNow Technologies has found a competitive sweet spot in the customer support and self service market. The company has always lacked decent Sales Force Automation and Marketing capabilities. In 2006 RightNow acquired SaaS company Salesnet to remedy these product weaknesses and take advantage of the Salesnet business partner channel. Unfortunately, software technology differences and the all too typical post-acquisition company integration challenges proved significant and the Salesnet acquisition failed to integrate and deliver any SFA or Marketing strength.

Salesnet has been spun off to an independent business unit, and its fate is a bit in question. RightNow will continue to pursue a market leadership position in both the customer service industry as well as help develop and define the burgeoning Customer Experience Management software industry.