Medallia
B2B^™

Bring clarity to complexity

Your relationships with B2B customers are interwoven and complex: different units and functional areas of your company provide different products and services to different parts of your customer’s organization. How do you untangle the web of relationships?

• Host multiple surveys and roll up reporting for even the most complex B2B relationships
  • Slice results any way you desire:
    • by physical location
    • by department
    • by customer across departments and more.
  • Map the same reporting unit (e.g., site) to multiple groups (e.g., departments) if your reporting hierarchy demands it.
  • Customize user access to present the right information to the right people at the right time.
  • Update organizational changes automatically in the Medallia system.
• Segment respondents by one or more key criteria, such as decision makers vs. influencer, size of account.
• Clarify relationship trends by tracking satisfaction of only those respondents who provided feedback in every designated reporting period.

Improve relationship

• Comment categorization: Extract informational nuggets—like improvement opportunities and suggested actions—automatically from verbatim comments in your customer feedback.
• Alerts: Be alerted to low-scoring and unanswered individual surveys, which are often the first signs of a relationship in decline. Notifications are routed automatically to the right person, with automated and manual escalation available.
• Collaborative recovery: Act on feedback, log actions, and track results in the system, for a continuous (and collaborative) improvement loop.
• Real time: Act right away on feedback that’s collected and reported immediately after a customer experience.
• Push reports: Email aggregated results to key executives, field personnel, and others able to drive action but unlikely to log in regularly.
• Sample management: Boost sample sizes without taxing customers using sophisticated quota and quarantine management capabilities.