Medallia Expands Offering for Business-to-Business Companies With 360-Degree Account Management Reporting
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"We are very excited to expand our B2B offering," said
The expanded B2B offering, built on the massively scalable
- 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.
- 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 reminders.
- 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.
- CRM Integration:
Medallia now automatically links alerts and closed-loop management data to Salesforce.com and other CRM applications. With this out-of-the-box integration, which displays key results and dashboards in both your CRM andMedallia applications, users can switch seamlessly between systems without missing important information. - 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. - Mobile Features: New features push alerts right to the iPhone® or Android™ mobile devices of on-the-go business teams, so they can easily close the loop with one-click callbacks and pre-built, editable response templates.
"Enabling account teams to effortlessly identify which customers are successful – and why – is critical for retention and cross-selling," said
Download the Medallia B2B Playbook for examples of how Business-to-Business companies are using
About
Medallia® is the Customer Experience Management (CEM) company that is trusted by hundreds of the world's leading brands, including Four Seasons, GE,
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