Medallia Releases New Business-To-Business Functionality

"Invitation Management" Helps B2B Companies Connect With All of Their Customers
MENLO PARK, Calif.--(Business Wire)--
Medallia, the global leader in Software-as-a-Service Customer Experience
Management (CEM) solutions, today announced the introduction of its Invitation
Management module. The release is part of Medallia`s expansion into the
Business-to-Business (B2B) market. (See accompanying press release, "Medallia
Establishes Business-To-Business Practice," dated March 24, 2009.)

Invitation Management is a flexible suite of tools for increasing customer
feedback, the heart of CEM. With Invitation Management, a company`s customer
feedback team can quickly identify and categorize open survey invitations. That
includes invitations with incorrect contact information, such as an email
address that has bounced.

The team can use Invitation Management to take appropriate action on open
invitations, such as resending the invitation - to the same email address, to an
updated or corrected address, or to a different contact entirely - or elevating
the communication method to a different mode, such as a phone survey.

"With Invitation Management, Medallia users can increase response rates by
following up on open survey invitations in a manner appropriate to the
individual customer," said Jamie Paterson, head of Medallia`s B2B practice.
"Medallia`s technology makes this process both flexible and cost effective."

The new functionality can rank customer touchpoints on invitation metrics, such
as response rates and bounce counts, so that corporate and regional staff can
monitor the success of each business unit in collecting email addresses and
increasing response rates.

"We developed Invitation Management to support our expanding B2B vertical. For
Business-to-Business companies, it`s critical to hear from every customer -
even, or especially, those who aren`t the squeaky wheels - because each customer
represents a measurable and recurrent share of annual revenue," said Paterson.

"Survey nonrespondents are invisible to traditional CEM solutions, which tell
you only about those customers who completed the survey," explained Paterson.
"With Invitation Management, silent customers are made visible: Companies can
automatically track them and follow up using the most suitable channel, whether
it`s email, telephone, or another option."

Invitation Management is available today as a key feature in Medallia`s flagship
CEM solution.

About Medallia

Medallia (www.medallia.com), founded in 2001, provides Customer Experience
Management and Enterprise Feedback Management solutions to Global 2000
companies. More than 50,000 businesses and business units around the world use
the Medallia system to track customer satisfaction. Medallia`s solutions enable
companies to gather, monitor, and act on feedback from customers, partners, and
employees. Customers include global financial services, retail, high-tech,
business-to-business, and hotel companies. The company is headquartered in Menlo
Park in Silicon Valley.

Medallia
Anil Gupta, 650-465-7519 (Media)
VP of Marketing
anil@medallia.com

Copyright Business Wire 2009