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Customer Experience Software with CRM (2026)

Last updated: March 2026

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Why is CRM important for customer experience software users?

Based on GetApp's analysis of verified user reviews collected between July 2021 and August 2024.

CRM centralizes customer data, streamlines communication across multiple channels, automates routine tasks, and enhances customer relationships. It helps track interactions, manage follow-ups, and improve overall customer satisfaction. Of the 109 reviewers who rated CRM, 86% rated this feature as important or highly important.

Key features of customer experience software based on insights from 2989 verified reviews

Feedback Management: Reviewers find it useful to categorize, prioritize, and respond to feedback quickly, helping businesses stay organized and address customer needs effectively. 92% of reviewers rated this feature as important or highly important.
Surveys & Feedback: Users value the ease of creating custom surveys, collecting targeted feedback, and making data-driven decisions to improve products and services. 90% of reviewers rated this feature as important or highly important.
Reporting/Analytics: Reviewers appreciate detailed, customizable reports and real-time data that help identify trends, optimize strategies, and make informed decisions. 88% of reviewers rated this feature as important or highly important.
Survey/Poll Management: Users highlight the importance of managing surveys and polls efficiently, tracking responses in real-time, and adjusting strategies based on engagement levels. 88% of reviewers rated this feature as important or highly important.
Negative Feedback Management: Reviewers emphasize the ability to respond promptly to negative feedback, resolve issues, and improve customer relationships by addressing concerns swiftly. 88% of reviewers rated this feature as important or highly important.
Customizable Forms: Users benefit from the flexibility to tailor forms to specific needs, enhancing data collection, branding, and overall user experience. 86% of reviewers rated this feature as important or highly important.