RightNow Marketing and Feedback Rel 12.02

Employing the marketing and feedback functionality in RightNow CX affords seamless engagement with your customers at any point within the customer lifecycle. This course provides hands-on experience in the product combined with relevant best practices to maximize the effectiveness of your marketing activities.

This course teaches marketing and service professionals how to use RightNow CX as the engine for targeted mailings, marketing campaigns and consumer surveys. All of these activities are centrally stored in the CX database to provide a holistic view of your interactions with customers, complete with analytics reports to support your business needs.

Learn To:

• Send mailings
• Launch campaigns
• Send surveys
• Identify Best Practices

Audience

• System Administrator

Course Topics General CX Console Navigation

• Site Navigation and Layout
• Using the Navigation Set Buttons
• Viewing and Accessing Recent Items
• The Ribbon and Ribbon Groups
• The Content Pane

Using Online Help

• Online Help

Application Menu Button and CX Options

• Application Menu Button
• Interfaces

Administration and Configuration for CX

• Record Types in CX
• Configuring CX for Marketing and Feedback
• Mailboxes
• Mailboxes
• Custom Fields
• Contact Lists
• Segments
• Data Import Wizard

Marketing and Feedback Components

• Component Summary

Content Library

• Documents
• Tracked Links
• Files
• Templates
• Snippets

Broadcast and Transactional Mailings

• Creating a broadcast mailing
• Creating a broadcast mailing

Questions

• Text, Choice and Matrix Questions

Surveys

• Surveys
• Creating a transactional survey
• Topic Monitoring

Campaigns and Campaigns Explorer

• Campaign templates
• Evaluating Your Marketing and Feedback Results

Rules

• Automation with Rules
• Terminology
• Anatomy of a rule

Course Objectives

• Understand the needed configuration of CX for marketing and feedback operations
• Create tracked links and link categories
• Create and use custom fields
• Use the data import wizard to create a contact list
• Create audience segments
• Create files for your content library
• Create and send broadcast and transactional mailings
• Construct survey questions
• Create and send broadcast and transactional surveys
• Understand the layout of the RightNow CX application
• Use Topic Monitoring to mine text question responses
• Create and launch marketing campaigns