RightNow is a provider of on demand customer relationship management (CRM) solutions that are designed to help customer-centric organizations deliver great customer experiences. While reducing cost is important, especially in this slower economy, RightNow sets out to doso much more for the client. As companies are focusing more heavily on service, RightNow is providing CRM solutions that not only lower costs, but also increase productivity to allow the client to create the ultimate experience for the customer. The 8 steps to great customer service are: 1. Establish a knowledge foundation. 2. Empower customers. 3. Empower frontline employees. 4. Offer multi-channel choice. 5. Listen to your customers. 6. Design seamless experiences. 7. Engage proactively. 8. Measure and improve continuously.