Jason Mittelstaedt

RightNow Technologies

With RightNow since 2, Jason leads the global marketing team. He played a key role in transforming RightNow from a niche eService player into a publicly held company recognized as the industry’s leading provider of complete SaaS CRM solutions.

The New Boss is calling… are you listening?

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Posted on 2010-11-09

We recently released our annual Customer Experience Impact Report, and it is one more big reminder that consumer expectations continue to increase. The brands that are paying attention are winning big, and those that don’t are losing big.

It’s a global reality that RightNow and our clients are seeing every day-consumers have changed and they aren’t going back. They have more choices, even more friends, but less patience for bad experiences. At RightNow, we affectionately refer to this new breed of consumers as the “New Boss”… and we encourage everyone to get prepared for them today.

How does your New Boss want to engage with your business? Do you have the interaction options, the information, and the speed he requires? What will gain her loyalty for you, over your competition? How will you keep it?

So ask yourself, in the world of...

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Happy Customer Service Week!

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Posted on 2010-10-04

At RightNow our mission is to rid the world of bad experiences. Once a year there is a week dedicated to those who champion a similar mission: Customer Service Week. This week, organizations around the world are celebrating and honoring the people who serve and support customers.

Did you know that in 1992 the US Congress recognized the first full week of October as National Customer Service Week? The president of the United States endorsed this proclamation, writing: “to remain a leader in the changing global economy, highest quality customer service must be a personal goal of every employee in business and industry.” Celebrating great customer service is not limited to the US either; businesses around the world use this week to honor customer care professionals.

Here at RightNow, we like to pay tribute to our clients’ efforts to provide stellar...

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Notes From Europe

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Posted on 2010-03-22

I’m just back from the Gartner CRM EMEA show in London and a media tour in Munich, and thought I’d share three quick observations from the trip:

First, the discussion around social networking and social CRM continues to gain momentum. There doesn’t seem to be any industry or region that isn’t fully focused on the impacts of social networking on their business and actively evaluating or implementing technology to adapt. This topic rose to the top of the list in nearly all of my meetings this week.

Second, even though global economies are far from in the clear from the recession, there are some positive signs for technology. For example, the Gartner CRM EMEA event attendance reportedly was up about 40% over 2009, with more than 400 attendees. Delegates appeared to have a renewed commitment to moving their businesses forward, investing in customer experience...

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