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RightNow Establishes Deliverability Management Team, Develops Anti-Spam Policy
Leading On-Demand CRM Company Commits to Ensuring Success of Outbound Email Communication Programs for its Customers and Preventing Spam Abuse
Bozeman, MT (February 3, 2004) — RightNow® Technologies, the leading on-demand CRM company focused on customer service, today announced creation of the Deliverability Management Team (DMT), a multi disciplinary group dedicated to ensuring email deliverability on behalf of its customers. RightNow also developed a six-point anti-Spam policy with a goal to provide its customers with a blueprint for ensuring successful email deliverability and preventing potential Spam abuse.
"Email deliverability is an increasingly complex issue for legitimate email marketers and the goal for the DMT is to be a reliable, well-informed resource that ensures email deliverability on behalf of our customers," Alan Rassaby, vice president of Legal and Risk Management at RightNow and chairman of the DMT, said. "As Spam proliferates, non-delivery has become a major aggravation for email service providers and marketers. Anti-Spam filtering technologies used by Internet service providers (ISPs) are inadvertently filtering out large amounts of valid commercial emails along with Spam."
The DMT is comprised of experts from RightNow’s Legal, Marketing, Development, Hosting, Customer Service and Professional Services Departments. Richard Beach, newly appointed Deliverability Management Officer and project manager of Hosting, will lead the DMT's day-to-day operations.
RightNow’s anti-Spam policy includes the following components:
- License Requirements: As a condition of the right to use its software, RightNow requires all customers to agree they will not use the software to send unsolicited commercial emails and will provide their end-users with an easy means to opt out of email communications.
- Maintaining ISP Relationships: RightNow actively works with top ISPs to remain current with their ever-changing email filtering requirements such as “white list” criteria (if applicable) and future directions.
- Spam Complaint Procedures: RightNow will promptly respond to any complaints about Spam. Any such complaint should be sent to abuse@rightnow.com.
- Membership in Anti-Spam Organizations: To communicate with ISPs and work toward resolving Spam issues, RightNow has joined the Network Advertising Initiative’s (NAI) Email Sender and Provider Coalition (ESPC) and Association for Interactive Marketing’s Council for Responsible E-mail (CRE).
- Monitoring of Domestic and International Spam and Privacy Legislation: RightNow monitors domestic and international Spam and privacy legislation. RightNow can assist our customers to ensure all outbound communications are compliant with all applicable legislative regulations.
- Providing Customers with Email Deliverability Best Practices: RightNow has gathered a wealth of information about email deliverability best practices through our own email program implementation, consulting engagements, relationships with ISPs, monitoring of national and international legislation, active participation in anti-Spam organizations, and through resolution of complaints. RightNow provides the best of this information back to our customers in the form of Best Practices collateral, white papers and webcasts.
About RightNow Outbound™
Introduced in September 2003, RightNow Outbound brings a unique value proposition to the email marketing industry by allowing marketers and service managers to mine rich customer service data in order to proactively address customer issues and send the most relevant email marketing messages. Because most customer interactions occur post-sale rather than pre-sale, RightNow Outbound’s management and analysis of both customer service and marketing data within a single application enable companies to develop compelling email communication strategies that drive customer satisfaction and cross-sell, up-sell opportunities.
About RightNow Technologies
RightNow Technologies is the leading on-demand CRM company focused on customer service that improves the effectiveness of service and support operations with easy-to-implement technology, replicable best practices drawn from the industry's broadest base of successful implementations and engagement terms that create accountability for delivering quantifiable results.
RightNow has delivered these benefits to more than 1,000 customers worldwide such as: Air New Zealand, Ben & Jerry's, Briggs and Stratton, British Airways, Cisco, Dolby Laboratories, Inc., Electronic Arts, Pioneer, Raymarine, Remington, Sanyo, Specialized Bicycles and more than 150 public sector clients including the Social Security Administration and the State of Florida.
Founded in 1997, RightNow has offices in Bozeman, Dallas, San Mateo, New Jersey, London and Sydney, with an associated office in Tokyo. RightNow's products are available in 17 languages worldwide. For further information visit http://www.rightnow.com/
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