RightNow Technologies has added new capabilities to RightNow Retail, an on-demand CRM offering deployed by retailers including Cabela's. "There's a huge focus on the customer experience, and the real question in the industry right now is, 'Are my customer service and CRM working?'" said Suzy Meriwether, industry solutions manager for RightNow. "If you don't get feedback, how will you gauge the job you're doing?"