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Medallia Announces Record Revenue; New Customer Opportunities Grow by 250 Percent

Customer Experience Management (CEM) Market Leader Builds Its Largest Sales Pipeline, Experiences 45 Percent Year-Over-Year Growth in 2010

MENLO PARK, CA, January 12, 2011 — Medallia, the global leader in SaaS Customer Experience Management (CEM) solutions, today announced record results for 2010. Year over year, revenue grew 45 percent, the sales pipeline grew 250 percent, and the customer base grew 68 percent. Some of Medallia’s new customers include Carnival Cruise Lines, MassMutual Financial Group, Polycom, Inc., St. George Bank, Sandvik Coromant, Sherwin Williams, Sodexo, Inc, and Verizon Communications, Inc. Medallia’s revenue in B2B, financial services, and retail grew by 310 percent, 150 percent, and 59 percent, respectively.

“2010 may very well be the inflection point for CEM and Medallia,” said Borge Hald, CEO and co-founder of Medallia. “More organizations are adopting CEM as a powerful alternative to the legacy approach of market research, especially in response to the rise of social media. It’s gratifying to see so many of our customers are embracing this new approach by incorporating it into their culture and operations. The results clearly show their efforts are paying off – Since 2003, publicly traded Medallia customers have increased their overall market capitalization by 323 percent, compared to 36 percent for the S&P 500.”

Several trends are apparent from the 2010 results. First, CEM programs are globalizing. Sixty percent of Medallia customers are now deploying globally. One of the world’s largest and leading financial services companies has deployed Medallia in 27 countries, and Medallia now measures customer experience in 139 countries across its customer base. A corollary trend is the shift from department-level CEM programs to corporate-wide programs.

Medallia introduced many new products in 2010: “Medallia Mobile 2 for iPhone and iPad”://, “Advanced Insights for Market Research”://, “Web Experience”://, and “Text Analytics”:// “The newest addition to the product line-up, Text Analytics, was just launched in November but already has attracted very strong customer interest,” said Hald. Based on a technology developed by Medallia, Text Analytics automatically analyzes millions of customer comments, provides deep analysis of both numerical scores and text comments, and distributes the results company-wide.

Medallia continues to enhance the scalability and robustness of its enterprise-class platform—already industry leading and a top reason many customers choose to deploy on Medallia. In 2010, system usage increased by 60 percent as customers created more than 200 million survey pages, and the largest deployments supported almost 45,000 users each. “We increased Medallia’s ability to handle system traffic by orders of magnitude,” said Hald. “We will continue investing in staying well ahead of user demand.”

Medallia’s annual Best Practices Forum in September drew record attendance. The conference featured speakers from Gold’s Gym, Facebook, Intuit, LEGO, Macy’s, TripAdvisor, and Zappos.

To support its growth, Medallia grew its employee base significantly. Additions to the management team included seasoned veterans who have implemented highly effective scaling operations, including in the area of talent recruitment, for some of Silicon Valley’s most successful companies. Even as its staff grows, Medallia maintains its reputation as a great place to work. The company was recognized as a Top Workplace by Bay Area News Group, which includes the San Jose Mercury News, Oakland Tribune, and other area news organizations.

For more information about Medallia’s CEM services and platform, visit “”://