Medallia Expands Offering for Business-to-Business Companies With 360-Degree Account Management Reporting


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Additional enhancements, including CRM integration, closed-loop workflows
and revenue impact analysis, also showcased in new release

PALO ALTO, California, November 12, 2013 — Medallia
(, the global leader in SaaS Customer Experience
Management (CEM) solutions, today announced a new release of its
Business-to-Business (B2B) offering
( The release is
designed to increase key stakeholders’ visibility into account feedback
across B2B organizations so they can improve the customer experience.

“We are very excited to expand our B2B offering,” said Borge Hald, CEO of
Medallia. “We have worked closely with some of our customers to develop new
features and capabilities. Our B2B customers will now be even more effective
at improving the customer experience and thereby further increasing
retention and growth.”

The expanded B2B offering, built on the massively scalable Medallia CEM
solution (, offers the
following enhancements that will benefit everyone from executives and
managers, to frontline analysts, call center agents and sales reps:
1. Account Reporting: New 360-degree account reports combine
transactional and relationship feedback across the full customer journey
showing a complete view of account health. Users can track progress against
goals, drill into issues to determine root causes, and trigger workflows
right from the reports.
2. Invitation and Response Management: With updates to the invitation
and response management module, users can now improve response rates,
optimize the mix of responses, and mitigate over-surveying. Updated features
include new, sophisticated dashboards, as well as functionality to better
manage invitations, track non-respondents and trigger automated survey
3. Closed-Loop Workflows: With new closed-loop workflow features, users
can easily: reassign cases to other team members; subscribe to cases so
they’re copied every time there’s an update; set up automatic alerts and
case follow-up reminders; and manage recovery and improvement actions
through an activity log.
4. CRM Integration: Medallia now automatically links alerts and
closed-loop management data to and other CRM applications.
With this out-of-the-box integration, which displays key results and
dashboards in both your CRM and Medallia applications, users can switch
seamlessly between systems without missing important information.
5. Revenue Impact Analysis: Medallia can now automatically integrate
with financial systems to capture and track the revenue impact of loyalty
for different customer segments and individuals. The system automatically
triggers alerts when account revenue is at non-renewal risk so teams know
which actions will most impact spend.
6. Mobile Features: New features push alerts right to the iPhone or
Android mobile devices of on-the-go business teams, so they can easily the
close the loop with one-click callbacks and pre-built, editable response

“Enabling account teams to effortlessly identify which customers are
successful — and why — is critical for retention and cross-selling,” said
Steve Bernstein, Principal Consultant with Waypoint Group
( “Medallia’s new capabilities provide a
direct line-of-sight into the health of B2B accounts, where multiple people
are involved in buying decisions, so sales and services teams can take the
right actions to strengthen retention and accelerate growth.”

Download the Medallia B2B Playbook
for examples of how Business-to-Business companies are using Medallia to
improve their customer experience. For further inquiries on Medallia’s B2B
offering or to see a demo, please contact us at [email protected].

About Medallia
Medallia is the Customer Experience Management (CEM) company that is trusted
by hundreds of the world’s leading brands, including Four Seasons, GE,
Gold’s Gym, Nordstrom, Sephora, and Zurich Insurance. We enable companies to
survey and capture customer feedback across Web, social, mobile, and contact
center channels, understand it in real-time, and take action to improve the
customer experience (CX). We offer world-class engineering, technology
innovation, a customer-centric services organization, and a
Software-as-a-Service (SaaS) application that is accessed by all your
employees, from the C-suite through to the frontline. Medallia helps
companies create customers who love your business. Founded in 2001, Medallia
has regional headquarters in Silicon Valley, London, and Buenos Aires. Learn
more at and follow us at, on Twitter
@Medallia, and on

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