1. © 2008 RightNow Technologies, Inc. RightNow Marketing Best Practices By JD Pahre

2. Segments Contact Custom Fields External Suppression List Settings (RNM_DEFAULT_URL, etc.) Documents Contact Upload Wizard Mailings- Checkboxes to use Proofing Test mailings against ISP’s Where we are Headed Today Best Practices for…….

3. Using Segments Use Segments whenever possible Difference between segments and lists Segments update automatically, are dynamic You can narrow your audience quickly Custom Fields are accessible in Segments Segments can also be used in campaigns and should be If you use the “Honor Global Opt-In” checkbox EVERY TIME, then you don’t need opt-in filter in every segment

4. Segments- Creating Filters

5. Segments – More Than one Filter

6. Segments.. Preview Tab

7. Contact Custom Fields Used to narrow down (segment) your audience Global opt-in is usually not specific enough Create and use lots of Contact Custom fields! Examples: Opt-in for newsletters yes no Opt-in for sale coupons yes no Opt-in for technical support mailings yes no Opt-in for trade shows yes no Age of Contact 15-30 31-40 41-50 50+

8. Contact Custom Fields Seen in Contact Record

9. External Suppression List List of contacts you do not EVER want to email These are the people who not just unsubscribed, but threatened you (  that is being a little dramatic) Make sure you leave the “Honor External Suppression List” check box ALWAYS checked for “yes” You can add one name at a time or upload a list This should be used as often as possible Since we all have these kinds of customers One more way to stay in good standing with ISP’s if you are diligent about adding to the External Suppression List.

10. External Suppression List Screen shot

11. Configuration Settings In Settings, “RightNow Marketing and Feedback” Under the “Miscellaneous” heading RNM_DEFAULT_URL RNM_ADDTL_INFO_URL RNM_UNCLASSIFIED_BOUNCE_URL

12. Settings- RNM_DEFAULT_URL

13. Settings – Additional Info

14. Settings -Unclassified Bounce

15. Document Best Practices Use and report on Tracked Links Privacy Policy or link to it Text version of every document Physical Address Unsubscribe link : Which uses RNT as your unsubscribe master list (or integrates real time with other system) Conditional Sections can be useful (Answer 1935) A segment within a document Show a section of the document to a segment of people

16. Documents- HTML Version

17. Documents – Text Version

18. Contact Upload Wizard Used to import many contacts Map your fields to the fields in RNT Know what you want when you export from the other system Have Contact Custom Fields set up beforehand You can import to a list Keep Original Data or Update Contact Data

19. Contact Upload Wizard

20. Mailings Checkboxes

21. Proofing We always recommend Proofing Put yourself on it Put your colleagues on it They can reply with comments directly Allows for mistakes without consequences! Test other ISP’s as well _________@yahoo.com _________@gmail.com _________@aol.com _________@hotmail.com

22. Proofing

23. More Resources Schedule a Marketing Tune-Up Consulting Services Training Classes Recorded Webcasts Answers in rightnow.custhelp.com #479 – Tutorials #1760 – CAN SPAM and BP Guide #1866 – Getting Started #1766 – Creating a Mailing