Medallia Establishes Business-to-Business Practice
New practice head offers deep experience in complex customer needs
Menlo Park, CA—March 24, 2009—Medallia, the global leader in Software-as-a-Service Customer Experience Management solutions, today announced its creation of a dedicated B2B practice. Jamie Paterson, senior director, will head the new practice, which the company introduced following a 150% increase in the number of B2B customers during the past year.
Medallia also announced the introduction of invitation management functionality for its B2B customers. (See accompanying press release, “Medallia Releases New Business-To-Business Functionality,” dated March 24, 2009.)
“I am excited to lead the B2B practice, especially now as we are developing and rolling out so many targeted product enhancements,” said Paterson. He noted the recent development of B2B-specific features, such as case escalation and routing, as well as enhanced invitation management. “A dedicated practice will allow us to further accelerate our B2B product development,” he added.
Paterson’s appointment will allow Steve Earwaker, previously Medallia’s vice president of Client Services for Financial Services and Business-to-Business, to focus on Medallia’s burgeoning financial services practice. Previously, Paterson helped lead the company’s expansion into retail by bringing Medallia’s technology to preeminent global retailers known for their customer service.
“B2B companies often have complex organizational structures, with customer relationships spanning multiple business units, products, services, channels, and geographies,” said Borge Hald, CEO of Medallia. “Jamie’s talent for leveraging Medallia’s innovative technology to address complicated customer needs will help our B2B customers cut through the complexity to understand their customers’ experiences and drive increased loyalty.”
Before joining Medallia, Paterson served as account director and senior manager of the Analytic Solutions Group at Telephia (now Nielsen Mobile), the largest provider of market performance information to the wireless industry. He holds an MBA from the University of California, Berkeley, and a BA from Yale University.