Medallia Strikedeck - Best Customer Engagement Initiative

Company: Medallia Strikedeck
Company Description: Medallia Strikedeck is the leading Customer Success solution, enabling businesses to reduce churn, drive customer trust and loyalty, and maximize revenue through innovative automation and integrationve technologies.
Nomination Category: Customer Service & Call Center Awards Achievement Categories
Nomination Sub Category: Best Customer Engagement Initiative

Nomination Title: Medallia Strikedeck

Medallia Strikedeck is a secure, SaaS-based platform that helps companies build and operate effective, efficient, and scalable Customer Success programs. It is a powerful and comprehensive Customer Success solution businesses use to measure, manage, and monetize the customer experience they deliver.

In 2019, Strikedeck was acquired by Medallia, the leader in Experience Management, enabling us to deliver Customer Success within the broader Customer Experience umbrella, deepening the impact or “success” of customer success. As part of the Medallia platform, Strikedeck enables companies to act on the insights contained in the signals generated by the customer across all channels, and more effectively produce value and improve and monetize the customer experience.

FQ3 Subscription Revenue of $96.9 Million, Up 22% Year-over-Year
-Q3 Total Revenue of $121.0 Million, Up 17% Year-over-Year
-Fiscal Year 2020 Subscription Revenue of $312.2 Million, up 26% Year-over-Year
-Fiscal Year 2020 Total Revenue of $402.5 Million, up 28% Year-over-Year

Outline the nominated achievement since July 1 2019 that you wish to bring to the judges' attention (up to 250 words):

We were voted as the best https: //stevieawards.com/sales/2020-stevie%C2%AE-award-winners">Customer Engagement Initiative in 2020. This year we’ve made the following innovations to increase customer engagement and overall customer advocacy:

Strikedeck Blitz: The world's first self-service customer success solution featuring Strikedeck's powerful CS engine with a simplified and intuitive UX.
Strikedeck Fast: The world's first agile implementation methodology designed specifically for customer success solutions that delivers rapid implementations in as little as 6-8 weeks.
Greater Customer Advocacy and Satisfaction: We’ve built a customer advocacy model that allows users to map customer engagements at each point in the journey and identify less-interacted with accounts to maximise engagements across multiple channels.
Strikedeck Polyglot Data Model: Customer data and the signals generated by customers are a classic Big Data problem - Volume, Velocity, Variety and Veracity. Our proprietary Polyglot Data Model technology allows us to ingest any data from anywhere and retrieve it at scale. And with minimal IT involvement at that.
Greater Collaboration and Cross-functional Sync: We’ve added rich notes that enable CSMs to capture any data in near-real time
Single System of Execution: This allows CSMs to do everything from within the platform
Best-in-class Automation Engine: This innovation enhances the overall responsiveness and productivity of the team, leading to quicker response times and ultimately higher renewal and satisfaction rates
New and Improved UI: We’ve rolled out a sleeker, more minimalist, and intuitive UI that enables users to better illustrate complex data. This allows for greater customer engagement and value delivery

Explain why the achievement you have highlighted is unique or significant. If possible compare the achievement to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):

Customer Success is hard.

There are many Customer Success (CS) solutions in the market today, but the hard fact is that the vast majority of implementations either fail outright or fail to deliver value and lead a zombie-like existence until they are eventually abandoned. To make it worse, these implementations are perceived as taking inordinately long, requiring expensive and specialized skills, and ultimately, costing more than it usually would to implement a CRM solution! There were early signs of skepticism that could nip the march of this category in the bud.

At Medallia Strikedeck, we decided to do something about it. We knew that we had to take a holistic approach to the problem. This meant more than a better product. We wanted to produce a platform that would help drive a customer success practice and continually improve what it could accomplish. This would require a more hands-on style of engagement, one that handheld the customer through the most challenging aspects of the implementation, while at the same time delivering incremental value that drove progress in a virtuous feedback loop. We then help advance customer success practices--from capturing and conveying key insight to important actions to improve value and customer experience.

Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):

Here’s what our customers have to say:
“For omni-channel engagements, Strikedeck’s Customer Success platform enables us to calculate health scores, and integrate data from multiple channels - something we can't do in Salesforce..” Former Director of Customer Success, NetApp
“Strikedeck is so customizable and engagement with CS and the team has been easy to navigate to ensure our customizations are correct.” Kerry Bowden, Director of Sales, MotivSolutions
“Medallia Strikedeck has a really good interface for connecting other applications to it. The connections themselves are mostly reliable, and lend a great picture of the data structure as well as an accurate representation of the incoming data from our CRM and other platforms. The ability to set up automations for our CSMs is very helpful as well, allowing us to help them know when to engage with their clients.” CS Operations Manager, Wrike

Here are all the awards we've won in the past.https: //strikedeck.com/awards/