Gianforte committed to the cloud delivery model early in the game, but he's an outspoken critic of how many software-as-a-service (SaaS) vendors deal with customers and his firm is pioneering contract terms that make it easier for customers to pilot and expand their use of RightNow's customer experience suite with less risk and expense. In this discussion, he lays out how a customer-experience centered approach to business can change your company and what questions IT leaders should be asking their cloud providers today.
To continue reading, register and become an Insider. You'll get free access to premium content from CIO, Computerworld, CSO, InfoWorld, and Network World. See more Insider or .