George Anders of Forbes reports, “Medallia is $50 million richer, thanks to a new infusion from one of Silicon Valley’s top venture firms: Sequoia Capital. The new money will help the Palo Alto, Calif., customer-insights company expand geographically and tackle one of software’s trickiest challenges: decoding the noisy rumbles of public sentiment. Medallia helps big companies such as Nordstrom, Best Western, Lego and Telstra figure out what customers really think about various products and services. A generation ago, direct feedback was scarce. Now, if anything, there’s too much of it. Add up everything being expressed on Twitter, Yelp, TripAdvisor, e-mail surveys and old-fashioned comment cards — and company executives can feel as if they’re drowning in too much information that keeps arriving hourly in haphazard form.” Read more
Posts Tagged ‘Medallia’
Medallia Expands Offering for Business-to-Business Companies With 360-Degree Account Management Reporting
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.
Did you ever take a survey and wonder if anyone actually was paying attention to your input? Here’s a tip: If it’s more than 20 questions, ignore it, advises Sam Keninger, director of product marketing at customer experience vendor Medallia.
“That’s the old market research way of doing things, and [the resulting big report compiled by market researchers] ends up in a binder on someone’s desk and no one will read it,” he says. A shorter survey – about a page long, and generally with a question about whether you’d recommend the product or service – signifies that attention will be paid.
Why? “The survey is an extension of the customer experience itself, so the shorter it can be the better,” Keninger says. And surveys can be shorter – and more effective at telling the company what it needs to know in real-time – when they can depend more on free-form text responses. They can do that when they can leverage both text and sentiment analytic engines to understand which topics are trending and to identify emerging issues, and ideally route those in real time to the front-lines where workers understand and can take action to fix the underlying problems.