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Medallia

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Medallia, Inc.
Company typePrivate
IndustrySoftware
Founded2001
HeadquartersSan Mateo, California, U.S.
Key people
Leslie Stretch, CEO
Borge Hald, Co-founder and Chief Strategy Officer
Amy Pressman, Co-founder
Douglas Leone, Board Member
ProductsCustomer Experience (CX) Software
Websitemedallia.com

Medallia is based in San Mateo, California, and provides Software-as-a-Service (SaaS) Customer Experience Management (CEM) and Enterprise Feedback Management (EFM) software as well as services to hospitality, retail, financial services, high-tech, and business-to-business (B2B) companies internationally.[1] In addition to the San Mateo headquarters, the company also has offices in Buenos Aires, London, Munich, Paris, Melbourne, New York City and Sydney.

Overview

As part of a Customer Relationship Management (CRM or Social CRM) program, Medallia’s cloud-based Customer Experience (CX) software platform captures voice of the customer feedback across Web, social, mobile, and contact center channels, analyzes it in real-time, and provides action workflows to executive, central and front-line teams for customer satisfaction, customer loyalty, Net Promoter scores and overall business performance.[2]

Medallia provides a platform for survey, social, text, written and online feedback.[3][4] The software analyzes feedback from Facebook, Twitter, and other major review sites (e.g., TripAdvisor) alongside solicited feedback data from surveys and contact centers. In addition to social media feedback and analysis, as well as mobile feedback and engagement,[5] capabilities of the company's product include survey creation and management, text analytics and dashboarding, and direct goals and action management.

History

Founded in 2001, Medallia's founders were motivated to start the company after consulting to executives of Fortune 500 companies[6] about consumer-company relationships.[7] In 2017, the company was ranked #7 on the Forbes Cloud 100 list.[8] Kampyle was acquired by Medallia in October 2016.[9][10]

Funding

As of July 2015, the company has received $255 million from Sequoia Capital in four rounds of venture funding (2012: $35 million;[11] 2013: $20 million; 2014: $50 million;[12] 2015: $150 million[13] ). The 2015 financing round valued the company at $1.25 billion.

See also

References

  1. ^ Sponder, M. (2011). Social Media Analytics: Effective Tools for Building, Interpreting, and Using Metrics. McGraw-Hill Education. p. 12. ISBN 978-0-07-176862-7. Retrieved July 24, 2017.
  2. ^ Milo, Moryt (2013-05-17). "Great businesses lean forward, respond fast". Silicon Valley Business Journal. Retrieved 2013-06-30.
  3. ^ Horner, S.; Swarbrooke, J. (2016). Consumer Behaviour in Tourism. Taylor & Francis. p. 256. ISBN 978-1-317-74690-4. Retrieved July 24, 2017.
  4. ^ "Medallia Launches Social Feedback Solution". Retail TouchPoints. 2013-01-15. Archived from the original on 2013-03-08. Retrieved 2013-06-03. {{cite news}}: Unknown parameter |deadurl= ignored (|url-status= suggested) (help)
  5. ^ Sechrist, Steve (2011-10-14). "Medallia Customer Experience App Going Mobile, Supports Voice". CMSWire. Retrieved 2013-06-03.
  6. ^ Mitra, Sramana (2013-05-07). "Love and Startups". Huffington Post. Retrieved 2013-07-01.
  7. ^ Gage, Deborah (2012-09-26). "Medallia Aims to Improve Service at Big Companies With $35M From Sequoia". The Wall Street Journal. Retrieved 2013-06-03.
  8. ^ "Forbes Cloud 100". Forbes. Retrieved 8 August 2017.
  9. ^ Haggin, Patience (October 20, 2016). "Medallia Buys Customer Feedback Analytics Startup Kampyle". WSJ. Retrieved July 24, 2017. (subscription required)
  10. ^ "TechNation: Israel's Pitango invests in Foursquare". Haaretz. October 26, 2016. Retrieved July 24, 2017.
  11. ^ Rao, Leena (2012-09-26). "Customer Experience Management And Analytics SaaS Company Medallia Raises $35M From Sequoia". TechCrunch. Retrieved 2013-06-03.
  12. ^ Miller, Ron (2014-08-18). "Put Your Customers First Or Perish, Seriously". TechCrunch. Retrieved 2014-08-18.
  13. ^ Shu, Catherine (2015-07-21). "Customer Experience Management Platform Medallia Raises $150M From Sequoia". TechCrunch. Retrieved 2018-07-31.

Further reading

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