Marketo's Commitment to Customer Support and Success Recognized by Leading Association for Technology Services

SAN MATEO, Calif., Nov. 4, 2014 /PRNewswire/ -- Marketo, the leading provider of engagement marketing software and solutions, announced today that it has achieved a "Rated Outstanding, Assisted & Self-Service, San Mateo" certification from the Technical Services Industry Association (TSIA), the leading association for technology services. This certification recognizes that Marketo's Support Organization meets the highest industry standards for customer support operations.

To achieve this distinguished certification, Marketo participated in a rigorous audit process that evaluated over 190 best-practices for delivering industry-leading technical support. This comprehensive process was developed by over 50 leading technology companies. Auditors conducted a thorough inspection of Marketo's Support Organization at its headquarters in San Mateo, including listening to support services calls, reviewing important procedures and inspecting support outcomes. After the evaluation was complete, the TSIA determined that Marketo's assisted and self-service technical support processes exceeded industry benchmarks.

"Marketo's support organization demonstrates excellent commitment to their customers through outstanding support delivery," said Tom Pridham, senior vice president and general manager of the TSIA Operational Best Practices Program.  "Marketo's high level of operational effectiveness has resulted in a very healthy culture that blends customer focus, continual improvement and employee development to ensure service and support excellence is an 'every occurrence' experience for their customers.  The Marketo Support organization can be very proud of their TSIA Rated Outstanding Assisted and Self-Service Support, San Mateo certification."

The adoption of SaaS continues to grow but many enterprises are facing significant customer support challenges with their SaaS vendors, leading to low customer satisfaction and poor retention rates. In fact, in its surveys around marketing effectiveness and buyer rationales for purchase, Gartner found that "Support and Service" is consistently shown to be the most powerful and compelling differentiator.⁽¹⁾ Marketo recognized the need for better customer support and the investment is paying off – Marketo's subscription dollar retention rate rose to an average of 108% last quarter.

"Success with marketing technology requires outstanding service in addition to an innovative product and we are passionate about our customers and the services required to ensure this success," said Jason Holmes, chief customer officer. "We are thrilled to have achieved this designation. It is a great external validation that Marketo helps our customers be successful with our engagement marketing solution."

Marketo also achieved certification in the TSIA's Support Staff Excellence (SSE) program. The Certified Support Staff Excellence Center designation leverages performance metrics that ensure the entire service organization's staff internalizes key elements of the training program and can improve their interactions with customers on a sustained level.

About Marketo
Marketo (NASDAQ: MKTO) provides the leading marketing software and solutions designed to help marketers master the art and science of digital marketing. Through a unique combination of innovation and expertise, Marketo is focused solely on helping marketers keep pace in an ever-changing digital world. Spanning today's digital, social, mobile and offline channels, Marketo's Engagement Marketing Platform powers a set of breakthrough applications to help marketers tackle all aspects of digital marketing from the planning and orchestration of marketing activities to the delivery of personalized interactions that can be optimized in real-time. Marketo's applications are known for their ease-of-use, and are complemented by the Marketing Nation®, a thriving network of more than 320 third-party solutions through our LaunchPoint® ecosystem and over 50,000 marketers who share and learn from each other to grow their collective marketing expertise. The result for modern marketers is unprecedented agility and superior results. Headquartered in San Mateo, CA with offices in Europe, Australia and Japan, Marketo serves as a strategic marketing partner to more than 3,400 large enterprises and fast-growing small companies across a wide variety of industries. For more information, visit www.marketo.com.         

About TSIA
The Technology Services Industry Association (TSIA) is the world's leading organization dedicated to advancing the business of technology services. Technology services organizations large and small look to TSIA for world-class business frameworks, best practices based on real-world results, detailed performance benchmarking, exceptional peer networking opportunities, and high-profile certification and awards programs. TSIA corporate members represent the world's top technology companies as well as scores of innovative small and mid-size businesses in four major markets: enterprise IT and telecom, consumer technology, healthcare and healthcare IT, and industrial equipment and technology. TSIA's editorial blog, Inside Technology Services, is widely recognized by technology service professionals for providing thought leadership and insights into industry trends and best practices. Visit us at www.tsia.com, follow us on Twitter @TSIACommunity, or connect with us on LinkedIn and Google +.

(1) Where's the Service in today's "as-a-Service" offerings?, Rob Addy, September 30, 2014

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SOURCE Marketo