Customer Feedback Management Software

Customer Feedback Management (CFM) software is a centralized suite of tools and features that help organizations gather, analyze, and act on valuable customer feedback. The goal of customer feedback management processes and systems is to exceed customer expectations with streamlined product improvements, innovate services by listening to the customer’s voice, and create highly personalized experiences based on target customers’ needs and preferences.

CFM software helps companies improve online customer strategies by providing the following key benefits:

• Customer feedback helps organizations create and manage an impactful product roadmap that aligns with customer needs and preferences.
• CFM helps companies understand and improve the customer journey by gathering and analyzing customer feedback along the way.
• CFM software can be used to improve website UI/UX by collecting customer feedback about new web pages, tools, or integrations.
• CFM increases customer retention and fosters long-term loyalty when customers feel heard and see their values, preferences, and feedback reflected in customer experiences, products or services.

Customer feedback is essential to creating engaging, personalized customer experiences, so many Customer Experience (CX) tools integrate customer feedback management capabilities to leverage customer feedback and mine surveys for key data that will help create memorable, positive experiences that foster loyalty and high retention rates.

How Customer Feedback Management Tools Work

Customer Feedback Management systems work by collecting, analyzing, and taking action on customer feedback.

• Gathering Feedback: CFM software provides organizations with the tools needed to gather customer feedback from many sources, including websites, email, apps, and other digital channels. The customer feedback collected provides businesses with key insights into how customers feel about each phase of the customer journey and can help pinpoint areas of improvement or opportunity in site functionality, product performance, and overall customer experiences.
• Analyzing Feedback: Customer Feedback Management software provides reporting and analytics tools that transform collected customer feedback into actionable insights. CFM systems create reports, charts, graphs, and other visualizations to showcase customer feedback, combine data from multiple sources of feedback, and monitor A/B testing and website performance. CFM systems also include Sentiment Analysis tools to gauge, measure, and monitor customer emotions around products, services, and online interactions.
• Taking Action on Feedback: CFM tools help organizations bring the customer feedback loop full circle by providing actionable insights. Customer Feedback Management solutions help classify and organize customer data with tags and labels, provide feedback analysis and assignments by team member or department, and integrate with Marketing Automation solutions or CRM systems to implement changes or improvements.