As the number of RN customers and the richness of RightNow CX features both continue to grow, I propose RightNow to develop professional certification tracks for individuals to enhance existing RightNow education and training. (e,g, RN Certified Power User, Consultant, Developer, Trainer) Some of the existing online tutorials coupled with quiz and assessment at the end can easily be used for the "Power User" track. Once the momentum is built, other more professional tracks can be rolled out incrementally.
This has double benefits - users gain professional credentials that are recognised in RN communities. At the same time, RN can more effectively segment their customers based on their RN expertise, level of knowledge, and professional skills. This also provides RN a more powerful recruitment and skill development framework for new and existing employees and partnering consultants in the future.
Similar certification tracks exist for Oracle/Siebel and Microsoft CRM. But let's do it creatively. A whole new way of training (mostly online in social networking settings) and certification with cool new names that are unique to RightNow, as we rid the world of bad experiences together.
