CRM Specialist Buys Social Network MR Agency

In the US, customer relationship management (CRM) firm RightNow has acquired social network market research agency HiveLive for approximately $6m in cash.

HiveLive was founded in 2006 by brothers John and Geoff Kembel, and creates online customer communities through which clients can engage their customers, gather deeper consumer insights, and spark innovation.

Through the HiveLive platform, both firms' clients will now be able to incorporate forums, blogs, 'ideation', Q&A dialogues and media sharing, while integrating customer generated content into the RightNow knowledge base.

'With the addition of HiveLive' states RightNow CEO Greg Gianforte, 'we will offer market-leading e-service capabilities, a robust contact center solution, and now an innovative social platform'. Gianforte says that by fully integrating the HiveLive platform, RightNow will be able to connect customer communities with existing CRM business processes, helping companies to deliver 'exceptional customer experience'.

For HiveLive co-founder John Kembel, the merger is an opportunity to dramatically accelerate the adoption of its platform.

Web sites: www.rightnow.com and www.hivelive.com .