RightNow Intros New SaaS CRM Contract

eCRMGuide.com Staff

Updated · Mar 05, 2010

CRM vendor RightNow has introduced a new SaaS pricing and licensing model.

"RightNow contends that while SaaS has changed the way companies use IT, providing benefits like faster implementations and quicker innovation, contractual engagements are wracked by the same problems as on-premises software, such as underutilized or excess user seats, hidden fees and restrictive contractual terms," writes Computerworld’s Chris Kanaracus.

"Under RightNow’s Cloud Services Agreement (CSA), which is now standard for all new business conducted by the vendor, customers receive fixed pricing for three years," Kanaracus writes. "They also have the ability to renew for another three years at a cost determined at the time the initial contract is signed."

"RightNow is also pledging to give back part of customer’s subscription fees if it fails to meet service-level agreements," Kanaracus adds.

"With our new Cloud Services Agreement, we are truly holding ourselves accountable for our clients’ success and delivering on the unfulfilled promise of the cloud," says RightNow CEO Greg Gianforte. "Enterprise cloud computing shouldn’t involve shelfware, vendor lock-in, or classic enterprise software selling tactics. RightNow is taking bold steps to reinvent how cloud vendors engage with clients."

Click on the following to read the Computerworld article: RightNow tries to change SaaS contract, pricing game

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