Solutions / B2B

Key Account
Management
by Medallia

Continuously Capture the Voices of Your Most Valued Customers

Wrap Around Your Complex Business

Medallia morphs to your complex hierarchy and can reach across multiple locations.
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Analytics With Customers’ Insight

Finally, see the metrics that matter in one place, bringing both operational metrics and customer experience together.
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Real-time Integration

Pull up-to-date information from any other system and send surveys immediately after you close a support ticket.
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Decipher the ever-changing
complex webs of relationships
to know each customer

  • Roll-up organizational hierarchies into easy-to-understand views of key accounts.
  • Update organizational changes, such as additions or deletions of programs, automatically and seamlessly.
  • Display customer feedback across multiple touch points through role-based reports and unifies transactional and relationship data.
  • Slice and dice results with performance tracking, cross-tabs, benchmarking, ranking, key-driver analysis, text analytics, and longitudinal analysis.
Decipher Complex Relationships
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Hear from every key account
throughout the year

  • Survey users, stakeholders and decision makers on a rolling basis throughout the year to continuously monitor accounts.
  • Track every survey invitation and, if someone doesn’t respond, automatically try a different survey channel. Also identify the optimal invitation path to maximize customers’ convenience and, consequently, response rates.
  • Ensure the right people in an organization are surveyed at the appropriate intervals with sample management that prevents over-surveying of the same individuals.
  • Enable users to record unsolicited feedback on the fly—perfect for when a customer calls in unexpectedly.
Hear from every key account throughout the year
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Recover At-Risk Customers

  • Set immediate triggers in customer surveys when a customer reports a bad experience.
  • Improve customer engagement by immediately routing alerts to the right person at the right time.
  • Use Medallia’s workflow to follow-up on alerts and escalate tickets that aren’t addressed.
Recover At-Risk Customers

Next Steps:

What took 500 actions with a competitive system now takes two to three with Medallia. And that’s no exaggeration. It’s significantly easier to get the slices of data you need.

Pricing Leader, Fortune 100 Diversified Manufacturer