To thrive in today’s market, SaaS companies must deliver experiences that earn customer loyalty- every day

across stakeholders. But due to the scale and diversity of accounts that SaaS companies serve, identifying

where to focus resources within the customer journey to return the greatest customer impact is especially

difficult. From the initial buying process to daily services, B2B SaaS companies must meet the needs of multiple

stakeholders across multiple departments. This can make evaluating and optimizing experiences across the

customer lifecycle difficult.

As recurring revenue is a key factor for most successful B2B SaaS companies, there can be a great deal of

focus on driving retention through great experiences. Medallia enables B2B SaaS companies to quickly

empower their teams with customer insights that can foster innovation, improve productivity and turn users

into loyal, brand-champions.

Medallia’s B2B SaaS solutions can enable companies to:

• Connect employees to insights about what customers think and feel

• Identify areas of focus within the customer journey to yield the greater customer impact

• Prioritize the actions that matter to customers

• Tap into the collective wisdom of employees to foster better experiences

Innovate faster; Keep users happier, longer; See bottom line impact

Great Experiences Transform Users into Loyal, Brand-Advocates

Medallia forSaaS Companies

Satisfy and Delight Users

Empower your entire organization- from product &

quality managers, web developers, engineers,

customer support teams, product marketers and

sales directors- with a live-time view of how the

experiences they deliver are being perceived by

users. 360-degree-views of customer profiles,

AI-powered analytics and predictions improve

customer understanding, foster empathy, and

showcase the behaviors employees need to

emphasize or avoid to tackle the day’s most difficult

challenges and better serve users.

Benefits of Medallia’s B2B SaaS Solutions

Foster Product Improvements

Harness the ideas and feedback of employees,

customers, and stakeholders to drive product

improvements. Teams can seamlessly combine ideas

and sentiment with deep product analytics to

understand which features drive value, need

improvement or do not meet customer expectations—

all without writing any code. Easily run fast, highly

effective A/B tests on targeted customer segments to

collect real-time feedback on concepts, designs, and

prototypes.

Grow Retention and Revenue

Better serve customers with real-time, 360° views

into account health including journey stages, survey

results, renewal status, support tickets, key metrics,

unsolicited social media feedback and more. Teams

can identify issues and opportunities to take

proactive actions for at-risk accounts and leverage

machine learning and deep analytics to identify key

trends, predict churn, and identify cross-sell and

up-sell opportunities that could expand healthy

accounts.

Premium B2B SaaS Experiences Demand an Integrated Approach to Customer Experience & Customer Success

Sharper Insights Across the Entire Customer Journey

Trigger MEC invitations across Strikedeck customer

journeys, cases and opportunities to enrich CS

journeys with customer sentiment

Better Anticipate and Predict Customer

Behaviors & Sentiment

Enrich MEC analytics with Strikedeck’s operational and

financial metrics

Acquire, Retain & Expand Customer

Relationships

View MEC CX insights in Strikedeck; Close the loop with customers in

Strikedeck with CSM tasks and playbooks

Integrate Medallia Experience Cloud’s (MEC) Customer Experience (CX)

insights with Strikedeck’s Account 360 to enhance Customer Success

Management (CSM) workflows and enrich Medallia Account views.

Customer 360°

Account Health

PredictiveAbilities

Ensure every customer’s success

Optimize the entire customer journey

Cross-channel Feedback Management

Root cause analysis

Closed loop workflows

Employee and Customer Journeys

Role specific dashboards with built-in, real-time analytics

Account 360

User adoption reporting

Customer journey orchestration

Playbooks

Renewal Forecasting & Escalations

Experience Cloud

Medallia is the pioneer and market leader in Experience Management. Medallia’s award-winning SaaS platform, the Medallia Experience

Cloud, leads the market in the understanding and management of experience for customers, employees and citizens. Medallia captures

experience signals created on daily journeys in person, digital and IoT interactions and applies proprietary AI technology to reveal

personalized and predictive insights that can drive action with tremendous business results. Using Medallia Experience Cloud, customers can

reduce churn, turn detractors into promoters and buyers, and create in-the-moment cross-sell and up-sell opportunities, providing clear and

potent returns on investment. Medallia has offices worldwide, including Silicon Valley, Buenos Aires, London, New York, Tel Aviv and McLean,

Virginia. Learn more at www.medallia.com.

About Medallia

Follow us: medallia-inc blog.medallia.com @Medallia

© Medallia®, the Medallia logo, and the names and marks associated with Medallia’s products are trademarks of Medallia and/or its

affiliates. Net Promoter, Net Promoter Score and NPS are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix

Systems, Inc. All other trademarks are the property of their respective owners.

Built on the Medallia Experience Cloud™, Medallia’s B2B SaaS solutions are proven to rally entire

organizations around a customer-first approach that can produce outsized financial returns.

Standardized feedback collection mechanisms, alert and action management workflows, and individualized,

role + responsibility-based reporting dashboards enable employees across a complex B2B SaaS ecosystem to

operate in synchrony and deliver premium experiences. Medallia’s enterprise architecture is complies with

complex IT environments while delivering enterprise-grade enterprise security, with included support for data

privacy regulations such as GDPR.

In a demanding market, leading B2B SaaS companies like IBM and RingCentral have recognized the

importance of differentiating on experience and rely on Medallia’s B2B SaaS solutions to provide the visibility,

intelligence, and action needed to stay ahead of the competition.

What Sets Medallia Apart