TrustRadius
Medallia is the #1 customer experience managment platform for B-to-B! And you can easily integrate with your CRM.
https://www.trustradius.com/customer-experience-managementMedalliaUnspecified8.913101
Noomi Codon profile photo
August 20, 2018

Medallia is the #1 customer experience managment platform for B-to-B! And you can easily integrate with your CRM.

Score 10 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with Medallia

I used Medallia in a previous company for almost 5 years and I am now implementing Medallia in my new company. It was used across the whole organization in my last company as well as my new company. It helps us deliver an exceptional customer experience and create loyal customers that stay for the long term. It also helps us take action from our customer feedback. It's all about action and making change based on customers input.
  • Integration with Salesforce: Medallia can be fully integrated with Salesforce or other CRM systems with all the data in both places and Account Managers/Sales, CSM's, Support, Onboarding, executives, etc., never have to leave SF and they have a Dashboard in SF tailored to their role. All data is available in real-time.
  • Closed loop: Great closed-loop where alerts are sent out to the right person in real time if there is a detractor or dissatisfied customer. This means you can contact the customer within 24 hours, which wows your customers and makes it easy to move to customers from a Detractor to a Promoter.
  • Actionable insights: Medallia has amazing dashboards, that give you the data you need along with text analytics to make changes based on your customer needs, pain points and trends. It gives you all the tools you need to take the right actions to improve you customer experience and the bottom-line.
  • Nothing at this time. When I first started I had features I needed but they are now all implemented. This is a very customer focused company.
  • Great ROI over the 5 years in previous company and working on implementing Medallia in a new company.
I reviewed a number of platforms and Medallia was at the top for a B-to-B environment and had an easy way to integrate with Salesforce and have all that was needed right in Salesforce.
  • Customer Surveys
Medallia can be used as a stand-alone customer experience management system but I find great value in using Medallia completely integrated with Salesforce. It then creates a force to be reckoned with. In B-to-B this it is very important to have a real-time customer experience system so that you know what your customers are saying at any given minute. And I can't begin to tell you how important this is for a SaaS company.