Medallia’s customer experience management solutions power client growth at
10X S&P 500 since 2003 and 4X since 2008
MENLO PARK, Calif., December 8, 2009 – Medallia, the global leader in
software-as-a-service Customer Experience Management (CEM) solutions, today
announced its seventh consecutive year of revenue growth. Year-over-year,
Medallia grew its revenue by 38% and significantly expanded its customer
base -which includes Fidelity, Gold’s Gym, Hilton, Hyatt, and Sephora, among
others-and maintained a 99 percent renewal rate in 2009.
Medallia’s SaaS software solutions and services teams help organizations
drive change by monitoring customer experience delivery, empowering
employees to act in response to those experiences, identifying the most
successful actions and rolling them out organization-wide. Medallia
unleashes a cycle of continuous improvement that increases revenues and
profits while reinforcing customer satisfaction as a core corporate focus.
Medallia customers are dramatically outpacing the S&P 500 in market value
growth. Since 2003, publicly-traded Medallia customers have increased their
overall market capitalization by 224 percent compared to 22 percent for the
S&P 500. In 2009, companies using Medallia managed the worst recession since
1929 and overwhelmingly out-performed the S&P 500 with overall market
capitalization increasing by 64 percent, while the S&P 500 grew 18 percent.
“One of the key requirements for building a strong and lasting company is
the ability to adapt to market conditions and the changing needs of
customers better than competitors,” said Borge Hald, co-founder and CEO of
Medallia. “The numbers we’re releasing today illustrate how Medallia’s
technology and best practices help companies stay more attuned to the
marketplace through close alignment with customers. The emphasis these
market leaders place on customer dialogue and customer satisfaction at every
level of their organizations helps them generate superior financial
performance over sustained periods of time, including during today’s
economic storm.”
Company Growth and Market Success
Medallia customers’ successes are reflected in the company’s own 38 percent
year-over-year growth (2008/2009). This growth is fueled by expanded
opportunities from Medallia’s loyal installed base of customers as well as a
strong pipeline of new customers in diverse industries and markets. In
perhaps the most demanding industry for customer service, hospitality,
Medallia continues to maintain its leadership with more than 80 percent of
top global hotel companies relying on the company’s platform for their guest
satisfaction programs.
In 2009, Medallia significantly grew its customer base in retail,
business-to-business and financial services. The number of retailers using
Medallia grew 100 percent. To navigate one of the most challenging economies
in recent memory, retailers sought to better understand and adapt to
changing customer demands and purchasing priorities.
International Presence
With more than 50 percent of Medallia’s customers doing global deployments
in 2009, Medallia invested more resources in its global support teams and
opened a second international office in Toronto to complement the Oslo,
Norway office it opened in 2006. The new office, which focuses on customer
service, has provided additional value to multinational brand customers
competing globally.
In addition to global deployments, Medallia is developing a strong global
reputation and client base, with more than twenty-five percent of
hospitality customers now based outside of North America.
Product Innovation
Medallia also introduced important new features in 2009 that enable broader
use of CEM throughout companies and organizations. This fall, Medallia
announced the industry’s first iPhone application. Just one week later, the
company announced the Medallia Developer Network and the opening of its
Application Programming Interface (API) to third party, independent software
vendors (ISVs). These developments enhance developers’ and business
executives’ ability to integrate customer experience data into every aspect
of their organizations – to pull customer experience data into and out of
key enterprise systems such as customer relationship management (CRM),
financial and operational systems – and mostly, to put customer experience
data into the hands of all employees.
Medallia’s new capabilities reinforce the company’s leadership in
enterprise-class CEM technology. Medallia’s solutions, which are highly
scalable and customizable, offer the industry’s most advanced reporting,
analytics and collaboration capabilities. They have become the foundation on
which customers depend for their company-wide – often global – deployments.
In 2009, Medallia customers have created more than four hundred million
survey pages.
About Medallia
Medallia (www.medallia.com
in SaaS customer experience and enterprise feedback management, provides
solutions to Global 2000 companies. More than 50,000 businesses and business
units around the world use the Medallia system to track customer
satisfaction. Medallia’s solutions enable companies to gather, monitor, and
act on feedback from customers, partners, and employees. Customers include
global financial services, retail, high-tech, business-to-business, and
hotel companies. The company is headquartered in Menlo Park in Silicon
Valley.
