# Best Experience Management Software for Medium-Sized Businesses - Page 3 ## How Many Experience Management Software Products Does G2 Track? **Total Products under this Category:** 129 ### Category Stats (Aug 2026) - **Average Rating:** 4.52/5 The average rating of products in this category, based on all submitted ratings - **Top Trending Product:** ReputationStacker (+0.67%) - Among all products in this category, ReputationStacker recorded the largest rating increase compared to last month _Last updated: August 01, 2026_ ## How Does G2 Rank Experience Management Software Products? **Why You Can Trust G2's Software Rankings:** - 30 Analysts and Data Experts - 25,600+ Authentic Reviews - 129+ Products - Unbiased Rankings G2's software rankings are built on verified user reviews, rigorous moderation, and a consistent research methodology maintained by a team of analysts and data experts. Each product is measured using the same transparent criteria, with no paid placement or vendor influence. While reviews reflect real user experiences, which can be subjective, they offer valuable insight into how software performs in the hands of professionals. Together, these inputs power the G2 Score, a standardized way to compare tools within every category. ## G2 Grid® for Experience Management Software ![G2 Grid® for Experience Management Software plotting products by satisfaction and market presence](https://www.g2.com/categories/experience-management/grids.png?focus%5B%5D=19432&focus%5B%5D=4177&focus%5B%5D=24723&focus%5B%5D=482&focus%5B%5D=62085&focus%5B%5D=15310&focus%5B%5D=15217&focus%5B%5D=84697) Highlighted products: Birdeye, Reputation, ChurnZero, Qualtrics Market Research, Resonate CX, AskNicely, QuestionPro, and Experience.com. Underlying data: [Grid® JSON](https://www.g2.com/categories/experience-management/grids.json?focus%5B%5D=birdeye&focus%5B%5D=reputation&focus%5B%5D=churnzero&focus%5B%5D=qualtrics-market-research&focus%5B%5D=resonate-cx&focus%5B%5D=asknicely&focus%5B%5D=questionpro&focus%5B%5D=experience-com&segment=mid-market) **Sponsored** ### Alchemer Feedback Platform Alchemer is a customer feedback management platform that helps organizations collect, analyze, and act on customer and employee insights at scale. Built for businesses of all sizes — from growing startups to global enterprises — Alchemer supports the full feedback lifecycle: from quick pulse surveys to sophisticated Voice of Customer (VoC) programs. What is Alchemer used for? Alchemer is used to run customer satisfaction (CSAT) surveys, Net Promoter Score (NPS) programs, product feedback initiatives, employee engagement assessments, and market research. Teams in marketing, product, customer success, and HR use Alchemer to capture feedback across email, SMS, in-app prompts, and web — meeting customers and employees where they already are to maximize response rates. Who is Alchemer for? Alchemer serves mid-market and enterprise organizations across industries including technology, healthcare, financial services, retail, and education. It is purpose-built for teams that need more than basic survey tools — organizations that want feedback to trigger real business action, not just sit in a spreadsheet. Key capabilities: - Omnichannel feedback collection via email, SMS, web, in-app, and API integrations - 400+ integrations with CRM, helpdesk, marketing automation, and data platforms — enabling feedback to flow automatically into the systems teams already use - Workflow automation that triggers actions, alerts, and follow-ups based on specific responses, eliminating manual routing and data silos - AI-powered analytics that surface trends, sentiment patterns, and actionable insights from large volumes of unstructured feedback - Role-based dashboards that deliver relevant data to product managers, CX leaders, marketers, and executives without noise - Enterprise-grade security and compliance, including SOC 2 Type II, GDPR, and HIPAA support How does Alchemer compare to other customer feedback platforms? Unlike simpler survey tools, Alchemer is designed for organizations that need to operationalize feedback — connecting survey responses directly to downstream workflows and business systems. Its combination of deep customization, enterprise integrations, and automation makes it a strong alternative to platforms like Qualtrics and Medallia for organizations that want powerful capabilities without the enterprise price tag or implementation complexity. Bottom line: Alchemer helps organizations listen better and act faster — turning feedback into a continuous, automated loop that improves customer experience, product quality, and employee engagement. [Visit website](https://www.g2.com/external_clickthroughs/record?secure%5Bad_program%5D=ppc&secure%5Bad_slot%5D=category_product_list_llm&secure%5Bcategory_id%5D=2378&secure%5Bchosen_at%5D=2026-08-02T05%3A32%3A16Z&secure%5Bdisplayable_resource_id%5D=2378&secure%5Bdisplayable_resource_type%5D=Category&secure%5Bmedium%5D=sponsored&secure%5Bplacement_reason%5D=page_category&secure%5Bplacement_resource_ids%5D%5B%5D=2378&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=134137&secure%5Bresource_id%5D=2378&secure%5Bresource_type%5D=Category&secure%5Bsource_type%5D=category_page&secure%5Bsource_url%5D=https%3A%2F%2Fwww.g2.com%2Fcategories%2Fexperience-management%2Fmid-market%3Fpage%3D3&secure%5Btoken%5D=934875fef5b68342fc20ef7d5840b049fef343c8f2f1cbd2b064755c3abd740e&secure%5Burl%5D=https%3A%2F%2Fwww.alchemer.com%2Fl%2Falchemer-feedback-g2-ppc&secure%5Burl_type%5D=book_demo) ### [SMG - Service Management Group](https://www.g2.com/products/smg-service-management-group/reviews) SMG delivers the future of Unified Experience Management®, empowering brands to engage customers and employees like never before. Powered by Ignite®, our AI-native platform, and the industry’s only software-with-a-service (SwaS) approach, SMG provides real-time, predictive intelligence that turns BX, CX, and EX insights into action. From gathering feedback during experience design to optimizing each interaction throughout the customer journey, SMG ensures every decision is backed by data rather than guesswork. Learn more at www.smg.com. **Average Rating:** 4.6/5.0 **Total Reviews:** 50 #### How Do G2 Users Rate SMG - Service Management Group? - **Has the product been a good partner in doing business?:** 8.7/10 (Category avg: 9.1/10) - **Customer Effort Score (CES):** 8.8/10 (Category avg: 8.1/10) - **Customer Satisfaction (CSAT) Score:** 9.4/10 (Category avg: 8.6/10) - **Net Promoter Score (NPS):** 9.2/10 (Category avg: 8.7/10) #### Who Is the Company Behind SMG - Service Management Group? - **Seller:** [SMG - Service Management Group](https://www.g2.com/sellers/smg-service-management-group) - **Year Founded:** 1991 - **HQ Location:** Remote-First Organization , US - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=d2d0b0f5298779d07f44725094f5b8fbff4ac7903af97103212e76c4163beb6f&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F21405%2F&secure%5Burl_type%5D=linkedin_company_website) 592 employees on LinkedIn® #### Who Uses This Product? - **Who Uses This:** District Manager - **Top Industries:** Retail, Restaurants - **Company Size:** 52% Large, 34% Medium #### What Do G2 Reviewers Say About SMG - Service Management Group? _AI-generated summary from verified user reviews_ ##### Pros - Users commend the **customer focus** of SMG, appreciating their understanding of unique business needs and valuable insights. - Users value the **helpful account team** for their understanding of business needs and valuable insights. - Users value the **insightful analysis** provided by SMG's team, which greatly enhances business understanding and solutions. - Users value the **insightful analysis** from SMG's team, enhancing their understanding of business needs effectively. - Users value the **dedicated customer support** that effectively understands and enhances their survey program experience. ##### Cons - Users often face **delay issues** with research projects in SMG, impacting overall productivity and timelines. - Users often find that **research projects take too long** , leading to frustrations with efficiency and productivity. #### What Are Recent G2 Reviews of SMG - Service Management Group? **["Valuable Partnership with SMG"](https://www.g2.com/survey_responses/smg-service-management-group-review-10500360)** **Rating:** 4.5/5.0 stars _— Bo L._ [Read full review](https://www.g2.com/survey_responses/smg-service-management-group-review-10500360) **["Valued partnership"](https://www.g2.com/survey_responses/smg-service-management-group-review-10526664)** **Rating:** 4.5/5.0 stars _— Verified User in Retail_ [Read full review](https://www.g2.com/survey_responses/smg-service-management-group-review-10526664) #### What Are G2 Users Discussing About SMG - Service Management Group? - [What does service management group do?](https://www.g2.com/discussions/what-does-service-management-group-do) - [What does SMG stand for in customer service?](https://www.g2.com/discussions/what-does-smg-stand-for-in-customer-service) - [What is SMG services?](https://www.g2.com/discussions/what-is-smg-services) - [What is SMG software?](https://www.g2.com/discussions/what-is-smg-software) ### [dropthought](https://www.g2.com/products/dropthought/reviews) DropThought’s Instant Feedback Platform empowers companies, brands, and marketers to engage with their customers and employees in real-time to gather, respond, and analyze feedback that leads to improved experiences and higher satisfaction and Net Promoter Scores. Instant feedback can be gathered through DropThought in three ways: via its mobile app, embedded API integrations, and on-site using tablet devices. DropThought’s Analytics Dashboard and Manager mobile app can instantly notify managers and brands to feedback reported in the moment, to enable immediate responses, insights, and resolution. DropThought’s text analytics solution allows businesses to see customer experience metrics over time and quickly identify opportunities to improve. Companies can also easily select and promote customers’ positive instant feedback on social channels. **Average Rating:** 4.6/5.0 **Total Reviews:** 71 #### How Do G2 Users Rate dropthought? - **Has the product been a good partner in doing business?:** 9.5/10 (Category avg: 9.1/10) - **Customer Effort Score (CES):** 8.7/10 (Category avg: 8.1/10) - **Customer Satisfaction (CSAT) Score:** 8.7/10 (Category avg: 8.6/10) - **Net Promoter Score (NPS):** 8.5/10 (Category avg: 8.7/10) #### Who Is the Company Behind dropthought? - **Seller:** [DropThought](https://www.g2.com/sellers/dropthought) - **Year Founded:** 2011 - **HQ Location:** Santa Clara, California - **Twitter:** @dropthought 219 Twitter followers - **LinkedIn® Page:** [linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=f7411f6242486e701b59efc506c0061d1f0072d2b98ecc8dc9136f74a05abc8b&secure%5Burl%5D=https%3A%2F%2Flinkedin.com%2Fcompany%2Fdropthought-inc%2F&secure%5Burl_type%5D=linkedin_company_website) 44 employees on LinkedIn® #### Who Uses This Product? - **Top Industries:** Financial Services, Sports - **Company Size:** 75% Medium, 17% Small #### What Do G2 Reviewers Say About dropthought? _AI-generated summary from verified user reviews_ ##### Pros - Users value the **ease of use** of Dropthought, benefiting from intuitive dashboards and real-time customer feedback. - Users value the **easy-to-use dashboard** for real-time feedback and customized insights to improve services effectively. - Users value the **real-time customer feedback** capabilities of Dropthought, enhancing service improvement and insights gathering. - Users value the **real-time customer insights** from Dropthought, enhancing service improvement and meeting business objectives effortlessly. - Users value the **exceptional customer support** from DropThought, noting their helpfulness and quick responses. ##### Cons - Users find the **limited customization options** frustrating, as it hampers their ability to tailor the layout to their preferences. - Users find the **inadequate feedback** tools ineffective, as they dilute the value of negative input needed for improvement. - Users find the **layout issues** frustrating, as it lacks customization for text size and spacing preferences. - Users find the **smiles and frowns unhelpful** , feeling they undermine the value of sincere negative feedback. - Users find the **scoring system unhelpful** as it minimizes valuable negative feedback on the platform. #### What Are Recent G2 Reviews of dropthought? **["Working with Dropthought"](https://www.g2.com/survey_responses/dropthought-review-10452885)** **Rating:** 5.0/5.0 stars _— Dave F._ [Read full review](https://www.g2.com/survey_responses/dropthought-review-10452885) **["Easy Real-Time Customer Feedback with Powerful Surveys, Dashboards & Text Analytics"](https://www.g2.com/survey_responses/dropthought-review-12248318)** **Rating:** 5.0/5.0 stars _— Alan S._ [Read full review](https://www.g2.com/survey_responses/dropthought-review-12248318) #### What Are G2 Users Discussing About dropthought? - [What is dropthought used for?](https://www.g2.com/discussions/what-is-dropthought-used-for) - 1 comment ### [Verint Voice of the Customer](https://www.g2.com/products/verint-verint-voice-of-the-customer/reviews) Verint® Voice of the Customer™ (formerly known as Experience Management™) empowers CX Leaders to optimize customer experiences in real-time. With Verint Voice of the Customer, companies can listen everywhere, act immediately, and analyze deeper than with any other experience management solution in the marketplace. Verint offers prescriptive VoC solutions across Web and Mobile, Enterprise-wide, and Location-Based experiences. As part of the Verint Platform, Verint Voice of the Customer allows CX leaders to close the Engagement Capacity Gap™ between customer expectations and budget or resources by: Deriving insights from data and AI Connecting organizational silos Leveraging CX orchestration and automation Examples of customer successes include: - Increasing NPS by 17 points - Realizing a 72% increase in BOPIS (buy online pickup in store) orders month-over-month - Cross-functional view of customer interactions enabling continuous CX improvements - Unlock the power of a unified customer experience! Contact us today. Verint wholly owns OpinionLab and ForeSee, both of which are now fully integrated parts of Verint Voice of the Customer (formerly known as Experience Management). **Average Rating:** 4.2/5.0 **Total Reviews:** 42 #### How Do G2 Users Rate Verint Voice of the Customer? - **Has the product been a good partner in doing business?:** 8.0/10 (Category avg: 9.1/10) - **Customer Effort Score (CES):** 7.0/10 (Category avg: 8.1/10) - **Customer Satisfaction (CSAT) Score:** 8.7/10 (Category avg: 8.6/10) - **Net Promoter Score (NPS):** 7.8/10 (Category avg: 8.7/10) #### Who Is the Company Behind Verint Voice of the Customer? - **Seller:** [Verint](https://www.g2.com/sellers/verint) - **Year Founded:** 1994 - **HQ Location:** Melville, New York - **Twitter:** @Verint 7,739 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=4b20cca92e44af2b98c53797e90b6315728690101f1adedb4ff45cb9ca0e59f4&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fverint&secure%5Burl_type%5D=linkedin_company_website) 4,343 employees on LinkedIn® - **Ownership:** Thoma Bravo #### Who Uses This Product? - **Top Industries:** Retail - **Company Size:** 49% Large, 37% Medium #### What Are Recent G2 Reviews of Verint Voice of the Customer? **["Great Customer Feedback Insights for Our Store and Team"](https://www.g2.com/survey_responses/verint-voice-of-the-customer-review-13090055)** **Rating:** 5.0/5.0 stars _— Cam C._ [Read full review](https://www.g2.com/survey_responses/verint-voice-of-the-customer-review-13090055) **["Effortless Post Interaction Surveys"](https://www.g2.com/survey_responses/verint-voice-of-the-customer-review-8327708)** **Rating:** 5.0/5.0 stars _— Verified User in Banking_ [Read full review](https://www.g2.com/survey_responses/verint-voice-of-the-customer-review-8327708) #### What Are G2 Users Discussing About Verint Voice of the Customer? - [What is Verint Predictive Experience (formerly Verint ForeSee) used for?](https://www.g2.com/discussions/what-is-verint-predictive-experience-formerly-verint-foresee-used-for) - 1 comment ### [Alchemer Feedback Platform](https://www.g2.com/products/alchemer-feedback-platform/reviews) Alchemer is a customer feedback management platform that helps organizations collect, analyze, and act on customer and employee insights at scale. Built for businesses of all sizes — from growing startups to global enterprises — Alchemer supports the full feedback lifecycle: from quick pulse surveys to sophisticated Voice of Customer (VoC) programs. What is Alchemer used for? Alchemer is used to run customer satisfaction (CSAT) surveys, Net Promoter Score (NPS) programs, product feedback initiatives, employee engagement assessments, and market research. Teams in marketing, product, customer success, and HR use Alchemer to capture feedback across email, SMS, in-app prompts, and web — meeting customers and employees where they already are to maximize response rates. Who is Alchemer for? Alchemer serves mid-market and enterprise organizations across industries including technology, healthcare, financial services, retail, and education. It is purpose-built for teams that need more than basic survey tools — organizations that want feedback to trigger real business action, not just sit in a spreadsheet. Key capabilities: - Omnichannel feedback collection via email, SMS, web, in-app, and API integrations - 400+ integrations with CRM, helpdesk, marketing automation, and data platforms — enabling feedback to flow automatically into the systems teams already use - Workflow automation that triggers actions, alerts, and follow-ups based on specific responses, eliminating manual routing and data silos - AI-powered analytics that surface trends, sentiment patterns, and actionable insights from large volumes of unstructured feedback - Role-based dashboards that deliver relevant data to product managers, CX leaders, marketers, and executives without noise - Enterprise-grade security and compliance, including SOC 2 Type II, GDPR, and HIPAA support How does Alchemer compare to other customer feedback platforms? Unlike simpler survey tools, Alchemer is designed for organizations that need to operationalize feedback — connecting survey responses directly to downstream workflows and business systems. Its combination of deep customization, enterprise integrations, and automation makes it a strong alternative to platforms like Qualtrics and Medallia for organizations that want powerful capabilities without the enterprise price tag or implementation complexity. Bottom line: Alchemer helps organizations listen better and act faster — turning feedback into a continuous, automated loop that improves customer experience, product quality, and employee engagement. **Average Rating:** 4.5/5.0 **Total Reviews:** 197 #### How Do G2 Users Rate Alchemer Feedback Platform? - **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 9.1/10) - **Customer Effort Score (CES):** 8.6/10 (Category avg: 8.1/10) - **Customer Satisfaction (CSAT) Score:** 9.0/10 (Category avg: 8.6/10) - **Net Promoter Score (NPS):** 9.3/10 (Category avg: 8.7/10) #### Who Is the Company Behind Alchemer Feedback Platform? - **Seller:** [Alchemer](https://www.g2.com/sellers/alchemer) - **Company Website:** www.alchemer.com - **HQ Location:** Louisville, CO - **Twitter:** @AlchemerHQ 7,024 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=03a0d564cb4e0b44f2c54bc034945baaedd316436c84275f85c07fb360389148&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F712662%2F&secure%5Burl_type%5D=linkedin_company_website) 230 employees on LinkedIn® #### Who Uses This Product? - **Top Industries:** Education Management, Higher Education - **Company Size:** 37% Medium, 35% Small #### What Do G2 Reviewers Say About Alchemer Feedback Platform? _AI-generated summary from verified user reviews_ ##### Pros - Users appreciate the **ease of use** of Alchemer Feedback Platform, making survey creation a straightforward and intuitive process. - Users value the **responsive and helpful customer support** of Alchemer, enhancing their overall experience with the platform. - Users value the **customization options** of Alchemer, allowing tailored surveys for diverse audiences and complex needs. - Users find Alchemer's platform to be **easy to use and implement** , enhancing workflow and providing valuable insights. - Users appreciate the **automation of reports** in Alchemer, streamlining data sharing and enhancing productivity. ##### Cons - Users find the **limited customization** in Alchemer frustrating, particularly for reports and quiz functionalities. - Users find the **complexity of features** can complicate setup and lead to potential mistakes during configuration. - Users find the **difficult setup** of Alchemer challenging, complicating the overall strong platform experience. - Users experience **frustrations with crashes** during survey adjustments and limited customization options in Alchemer Feedback Platform. - Users desire **enhanced analytics and quiz functionality** in Alchemer, but face limitations with the current options available. #### What Are Recent G2 Reviews of Alchemer Feedback Platform? **["Effective, Efficient Ticketed Support That Keeps Issues Moving"](https://www.g2.com/survey_responses/alchemer-feedback-platform-review-12952083)** **Rating:** 5.0/5.0 stars _— Verified User in Health, Wellness and Fitness_ [Read full review](https://www.g2.com/survey_responses/alchemer-feedback-platform-review-12952083) **["Flexible, Powerful Survey Builder for Sophisticated Research Designs"](https://www.g2.com/survey_responses/alchemer-feedback-platform-review-12407136)** **Rating:** 5.0/5.0 stars _— Marc M._ [Read full review](https://www.g2.com/survey_responses/alchemer-feedback-platform-review-12407136) #### What Are G2 Users Discussing About Alchemer Feedback Platform? - [What is Alchemer EFM used for?](https://www.g2.com/discussions/what-is-alchemer-efm-used-for) - 1 comment ### [Staffino](https://www.g2.com/products/staffino/reviews) Staffino is a leading provider of customer experience (CX) and employee experience (EX) management solutions that enable businesses to deliver an exceptional customer experience, improve employee engagement, and drive business growth. Our advanced yet user-friendly online platform is trusted by over 50 companies across more than 30 countries, helping them understand their customer journey better than ever before. At Staffino, we are dedicated to providing our clients with a comprehensive suite of tools and features that are specifically designed to help them manage and optimise their CX and EX initiatives. Our XM platform enables businesses to collect, analyse, and act on customer feedback in real-time, providing them with valuable insights into their customers' needs and preferences. This helps businesses to identify areas where they need to improve and take proactive steps to enhance their customer experience. Our XM platform also provides businesses with powerful analytics and reporting capabilities, which enable them to track and measure the success of their CX and EX initiatives. This helps businesses to identify trends, patterns, and opportunities for improvement, enabling them to make data-driven decisions that deliver real business results. In addition to these core benefits, Staffino is committed to providing our clients with the latest CX and EX knowledge and technologies, ensuring that they are always at the forefront of industry trends and best practices. We work closely with our clients to develop customised solutions that meet their unique business needs, helping them to achieve the best possible returns from their CX and EX initiatives. **Average Rating:** 4.7/5.0 **Total Reviews:** 38 #### How Do G2 Users Rate Staffino? - **Has the product been a good partner in doing business?:** 9.4/10 (Category avg: 9.1/10) - **Customer Effort Score (CES):** 8.3/10 (Category avg: 8.1/10) - **Customer Satisfaction (CSAT) Score:** 9.0/10 (Category avg: 8.6/10) - **Net Promoter Score (NPS):** 9.2/10 (Category avg: 8.7/10) #### Who Is the Company Behind Staffino? - **Seller:** [Staffino](https://www.g2.com/sellers/staffino) - **Year Founded:** 2014 - **HQ Location:** Bratislava, Bratislava - **Twitter:** @staffinoapp 205 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=6c672e6000148db434079351228d96be13c3a5fa5ba969f3fce6c3b59c719bbe&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F5079746%2F&secure%5Burl_type%5D=linkedin_company_website) 30 employees on LinkedIn® #### Who Uses This Product? - **Top Industries:** Telecommunications, Pharmaceuticals - **Company Size:** 60% Medium, 28% Large #### What Do G2 Reviewers Say About Staffino? _AI-generated summary from verified user reviews_ ##### Pros - Users highlight the **response efficiency** of Staffino, praising quick communication and clear results for improved experience. #### What Are Recent G2 Reviews of Staffino? **["In cooperation with Staffino, we try to keep our services at the same and better level."](https://www.g2.com/survey_responses/staffino-review-10974659)** **Rating:** 5.0/5.0 stars _— Linda P._ [Read full review](https://www.g2.com/survey_responses/staffino-review-10974659) **["Staffino is a platform that I would recommend,because it is easy to use, provides clear information."](https://www.g2.com/survey_responses/staffino-review-8192443)** **Rating:** 5.0/5.0 stars _— Adriana S._ [Read full review](https://www.g2.com/survey_responses/staffino-review-8192443) #### What Are G2 Users Discussing About Staffino? - [What is Staffino used for?](https://www.g2.com/discussions/what-is-staffino-used-for) - 1 comment ### [Alida](https://www.g2.com/products/alida/reviews) Alida believes in a world where customers are respected as the ultimate source of truth. Because knowing the whole truth about your customers can help companies make better decisions and drive long term loyalty and growth. That’s why Alida helps innovative brands create highly engaged research communities to gather feedback that empowers better customer experiences and product innovation. Leading companies like HBOMax, Warner Bros. Discovery, Volvo, and lululemon depend on Alida’s community-centered research platform to deliver fast and reliable customer feedback at scale so they can build better products, refine user experiences and test marketing campaigns. Over 176 million people globally have used the Alida platform to inform over 60,000 customer experience initiatives. Learn more at www.alida.com. **Average Rating:** 4.4/5.0 **Total Reviews:** 130 #### How Do G2 Users Rate Alida? - **Has the product been a good partner in doing business?:** 9.1/10 (Category avg: 9.1/10) - **Customer Effort Score (CES):** 7.6/10 (Category avg: 8.1/10) - **Customer Satisfaction (CSAT) Score:** 8.3/10 (Category avg: 8.6/10) - **Net Promoter Score (NPS):** 8.6/10 (Category avg: 8.7/10) #### Who Is the Company Behind Alida? - **Seller:** [Alida](https://www.g2.com/sellers/alida) - **Company Website:** www.alida.com - **Year Founded:** 2000 - **HQ Location:** Toronto, Canada - **Twitter:** @Alida 144 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=e17e4c738191bef449ab3b30f9f13c63536a68c21b608cdb58ea5f390cb5fc24&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Falidatxm%2F&secure%5Burl_type%5D=linkedin_company_website) 376 employees on LinkedIn® #### Who Uses This Product? - **Top Industries:** Retail, Hospital & Health Care - **Company Size:** 61% Large, 28% Medium #### What Do G2 Reviewers Say About Alida? _AI-generated summary from verified user reviews_ ##### Pros - Users find Alida to be an **agile and user-friendly tool** , making it ideal for daily guest sentiment needs. - Users commend Alida for its **exceptional customer support** , highlighting prompt responses and thorough assistance during their experience. - Users value the **customizable survey management** in Alida, appreciating its user-friendly interface and flexibility for diverse feedback. - Users praise Alida's **intuitive interface** , making survey adjustments and data interpretation seamless and efficient. - Users value the **comprehensive support** from Alida, which enhances their navigation and understanding of the platform. ##### Cons - Users find Alida's **complexity and tech glitches** hinder usability, leading to frustration and a steep learning curve. - Users find **survey limitations** in Alida, struggling with editing, response quality, and a lack of transparency in feedback processes. - Users find Alida's **difficult reporting** tools cumbersome and lacking integration, requiring manual data synthesis between old and new formats. - Users highlight the **non-user friendly interface** of Alida, indicating challenges in data extraction and survey customization. - Users are frustrated with the **filtering issues** in Alida, affecting usability and flexibility in surveys and reports. #### What Are Recent G2 Reviews of Alida? **["Easy Survey Building, Instant Visual Reports, and Helpful AI Analysis"](https://www.g2.com/survey_responses/alida-review-12311158)** **Rating:** 4.0/5.0 stars _— Muki D._ [Read full review](https://www.g2.com/survey_responses/alida-review-12311158) **["Supportive Teamwork: Alida"](https://www.g2.com/survey_responses/alida-review-13059634)** **Rating:** 4.5/5.0 stars _— Priya D._ [Read full review](https://www.g2.com/survey_responses/alida-review-13059634) #### What Are G2 Users Discussing About Alida? - [How do you use Alida?](https://www.g2.com/discussions/how-do-you-use-alida) - [What is Vision Critical?](https://www.g2.com/discussions/what-is-vision-critical) - [Where is Alida based?](https://www.g2.com/discussions/where-is-alida-based) - [What does Alida do?](https://www.g2.com/discussions/what-does-alida-do) - 1 comment, 1 upvote ### [CustomerGauge](https://www.g2.com/products/customergauge/reviews) CustomerGauge is a B2B customer experience management platform that enables clients to: - Collect customer feedback from multiple stakeholders in an account - Create custom dashboards for displaying real-time results - Set goals and targets for closing the loop with customers - Segment customer insights by region, product, facility, and more. - and align employees CX-related business initiatives CustomerGauge is also the first and only customer experience management solution that automatically combines customer insights with revenue data. This allows CX managers to: - Identify and prioritize the most impactful customer experience improvements - Forecast the impact of future CX improvements across the customer journey - and report on the ROI of valuable customer experience initiatives **Average Rating:** 4.6/5.0 **Total Reviews:** 46 #### How Do G2 Users Rate CustomerGauge? - **Has the product been a good partner in doing business?:** 9.5/10 (Category avg: 9.1/10) - **Customer Effort Score (CES):** 8.3/10 (Category avg: 8.1/10) - **Customer Satisfaction (CSAT) Score:** 8.3/10 (Category avg: 8.6/10) - **Net Promoter Score (NPS):** 10.0/10 (Category avg: 8.7/10) #### Who Is the Company Behind CustomerGauge? - **Seller:** [CustomerGauge](https://www.g2.com/sellers/customergauge) - **Company Website:** customergauge.com - **Year Founded:** 2007 - **HQ Location:** Amsterdam - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=2b007c226bc27c5b2753ec997b058b3fc3c364d52aaf38209ccecbfbfad52f80&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fcustomergauge%2F&secure%5Burl_type%5D=linkedin_company_website) 48 employees on LinkedIn® #### Who Uses This Product? - **Top Industries:** Food & Beverages, Information Technology and Services - **Company Size:** 40% Large, 38% Medium #### What Are Recent G2 Reviews of CustomerGauge? **["CustomerGuage Experience"](https://www.g2.com/survey_responses/customergauge-review-11414534)** **Rating:** 4.0/5.0 stars _— Syed D._ [Read full review](https://www.g2.com/survey_responses/customergauge-review-11414534) **["Efficient tool for managing customer experience and loyalty"](https://www.g2.com/survey_responses/customergauge-review-11405338)** **Rating:** 4.5/5.0 stars _— Verified User in Information Technology and Services_ [Read full review](https://www.g2.com/survey_responses/customergauge-review-11405338) #### What Are G2 Users Discussing About CustomerGauge? - [What is CustomerGauge used for?](https://www.g2.com/discussions/what-is-customergauge-used-for) ### [Xebo.ai (formerly Survey2connect)](https://www.g2.com/products/xebo-ai-formerly-survey2connect/reviews) Survey2Connect is a cutting-edge platform that redefines the way businesses manage and optimize their customer experiences, digital research initiatives, and employee experiences. With a powerful suite of AI-driven tools and an unwavering commitment to excellence, Survey2Connect empowers organizations to unlock valuable insights, enhance customer satisfaction, and drive overall business growth. With a wide range of Customer Experience, Employee Experience, and Digital Research suites, businesses can assess their current CX and EX strategy as well as test new products and services and understand the market trend all with a single platform. At the core of Survey2Connect lies the AI-Powered Customer Experience Assistant, XEBO, that helps brands automate and streamline feedback processes, providing real-time insights and actionable recommendations. Through intelligent sentiment analysis and natural language processing, the CX Assistant uncovers hidden patterns, sentiments, and trends within customer feedback, enabling businesses to proactively address issues and deliver personalized experiences that drive customer loyalty. Comprehensive Product Offerings: Survey2Connect offers a comprehensive range of products tailored to meet the diverse needs of businesses: 1. Customer Experience (CX): From customer satisfaction surveys to Net Promoter Score (NPS) assessments, Survey2Connect's CX product suite equips businesses with the tools to measure, analyze, and enhance customer experiences at every touchpoint. Our CX Solution leverages XEBO to streamline survey creation and to offer real-time analytics and intuitive dashboards to provide a holistic view of customer sentiment, enabling businesses to deliver personalized experiences and cultivate long-lasting customer relationships. 2. Digital Research: Survey2Connect's Digital Research solutions empower businesses to conduct in-depth market research, gather customer feedback, and evaluate brand perception. From online surveys to focus groups and diverse global audience panels, businesses gain comprehensive insights into consumer behavior, market trends, and competitive landscapes, enabling informed strategic decisions and targeted marketing campaigns. 3. Employee Experience (EX): Recognizing the significance of a satisfied and engaged workforce, Survey2Connect offers EX solutions that allow businesses to measure and improve employee experiences. Through customized surveys and performance assessments, organizations can uncover insights into employee satisfaction, identify areas for improvement, and implement strategies to foster a positive work environment. Key Survey2Connect product features AI-Designed Survey Industry & Touchpoint Expertise Omnichannel Collection Robust Integrations Real-time Dashboard Reporting Customer Journey Mapping AI-Powered Text and Data Analysis AI-Powered Suggestions Whitelabelled Survey Links Closing the Loop **Average Rating:** 4.7/5.0 **Total Reviews:** 30 #### How Do G2 Users Rate Xebo.ai (formerly Survey2connect)? - **Has the product been a good partner in doing business?:** 8.5/10 (Category avg: 9.1/10) - **Customer Effort Score (CES):** 8.7/10 (Category avg: 8.1/10) - **Customer Satisfaction (CSAT) Score:** 8.9/10 (Category avg: 8.6/10) - **Net Promoter Score (NPS):** 8.8/10 (Category avg: 8.7/10) #### Who Is the Company Behind Xebo.ai (formerly Survey2connect)? - **Seller:** [Survey2Connect](https://www.g2.com/sellers/survey2connect) - **Year Founded:** 2017 - **HQ Location:** Noida, Uttar Pradesh - **Twitter:** @Survey2C 146 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=d203e9259ff4adb790582bda58795bb94702228e3eb6396c1a3cd90a1d22d5f9&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fxebo%2F&secure%5Burl_type%5D=linkedin_company_website) 99 employees on LinkedIn® #### Who Uses This Product? - **Top Industries:** Information Technology and Services, Consumer Services - **Company Size:** 43% Medium, 33% Small #### What Are Recent G2 Reviews of Xebo.ai (formerly Survey2connect)? **["A comprehensive survey tool"](https://www.g2.com/survey_responses/xebo-ai-formerly-survey2connect-review-8370078)** **Rating:** 4.0/5.0 stars _— Prithvi K._ [Read full review](https://www.g2.com/survey_responses/xebo-ai-formerly-survey2connect-review-8370078) **["Great way to collect feedback from shareholders"](https://www.g2.com/survey_responses/xebo-ai-formerly-survey2connect-review-8466760)** **Rating:** 4.5/5.0 stars _— Esref H._ [Read full review](https://www.g2.com/survey_responses/xebo-ai-formerly-survey2connect-review-8466760) #### What Are G2 Users Discussing About Xebo.ai (formerly Survey2connect)? - [What is Survey2Connect used for?](https://www.g2.com/discussions/what-is-survey2connect-used-for) - 2 comments - [‹ Prev‹ Prev](/categories/experience-management/mid-market?order=g2_score&page=2#product-list) - [1](/categories/experience-management/mid-market?order=g2_score#product-list) - [2](/categories/experience-management/mid-market?order=g2_score&page=2#product-list) - 3 - Next ›Next › Spotlight Categories [Digital Signage Software](https://www.g2.com/categories/digital-signage) [Sales Compensation Software](https://www.g2.com/categories/sales-compensation) [Online Backup Software](https://www.g2.com/categories/online-backup) [Contact Center Software](https://www.g2.com/categories/contact-center) [Data Science and Machine Learning Platforms](https://www.g2.com/categories/data-science-and-machine-learning-platforms) Similar Categories - [Help Desk](/categories/help-desk) - [Live Chat](/categories/live-chat) - [Customer Self-Service](/categories/customer-self-service) - [Social Customer Service](/categories/social-customer-service) - [Appointment Reminder](/categories/appointment-reminder) - [Call & Contact Center](/categories/call-contact-center) - [Client Onboarding](/categories/client-onboarding) - [Co-Browsing](/categories/co-browsing) - [Complaint Management](/categories/complaint-management) - [Contact Center Outsourcing Services](/categories/contact-center-outsourcing-services) - [Contact Center Payments](/categories/contact-center-payments) - [Conversational Support](/categories/conversational-support) - [Customer Communications Management](/categories/customer-communications-management) - [Customer Education](/categories/customer-education) - [Customer Service Automation](/categories/customer-service-automation) [Browse Experience Management Themes](/categories/experience-management/themes) ![Jeffrey Lin](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Jeffrey Lin") JL Researched and written by [Jeffrey Lin](https://research.g2.com/insights/author/jeffrey-lin) Updated Products classified in the overall Experience Management category are similar in many regards and help companies of all sizes solve their business problems. However, medium-sized business features, pricing, setup, and installation differ from businesses of other sizes, which is why we match buyers to the right Medium-Sized Business Experience Management to fit their needs. Compare product ratings based on reviews from enterprise users or connect with one of G2's buying advisors to find the right solutions within the Medium-Sized Business Experience Management category. In addition to qualifying for inclusion in the Experience Management Software category, to qualify for inclusion in the Medium-Sized Business Experience Management Software category, a product must have at least 10 reviews left by a reviewer from a medium-sized business. Show More * * * ## How Do You Choose the Right Experience Management Software? ### What You Should Know About Experience Management Software ### What is Experience Management Software? Experience management (XM) software, also known as customer experience (CX) or customer experience management (CEM or CXM) software, refers to technology that helps manage an organization’s interactions with its customers across all channels and touchpoints in the customer journey. CXM software enables businesses to collect, consolidate, and analyze customer feedback, providing actionable insights throughout the customer journey and lifecycle. With real-time, advanced analytics, experience management tools help companies understand how feedback relates to their business metrics. With these products, the most successful businesses are able to use predictive analytics to act on potential issues before they arise. Experience management software also provides tools for closed-loop actions, meaning employees are empowered to take action on optimization of customer experiences by responding to customers or prioritizing product roadmaps based on feedback. #### What Types of Experience Management Software Exist? All experience management solutions offer the same basic functionality. The most common use case is CX; however, some products are able to target other types of audiences for feedback concerning product experience, brand experience, and even market research. Some experience management platforms also offer features for gauging employee experiences. 1. [**Customer experience (CX)**](https://www.g2.com/categories/experience-management/f/customer-experience) **:** Most experience management solutions are designed for targeting customers for feedback at various points in the customer journey. These platforms analyze feedback and deliver insights to customer-facing employees and other relevant stakeholders so immediate actions can be taken if necessary. 2. [**B2B account experience**](https://www.g2.com/categories/experience-management/f/b2b-account-experience) **:** This enables the collection of feedback from B2B clients and accounts on their experience with a business and its products or services. It helps deliver actionable insights to relevant stakeholders, such as sales and customer success teams. 3. **Brand experience:** Experience management products with features for brand experience collect feedback concerning brand perception and brand loyalty. These insights are delivered to relevant stakeholders like marketing professionals who use the data to improve brand positioning and develop new marketing strategies. 4. [**Product experience**](https://www.g2.com/categories/experience-management/f/product-experience) **:** Product experience solutions collect customer feedback concerning their experience with a product. Insights concerning product experiences are routed to product management teams who use customer feedback to fix bugs or prioritize their roadmaps. 5. [**Market research**](https://www.g2.com/categories/experience-management/f/market-research) **:** Businesses may use experience management solutions to perform market research. These tools collect feedback from a company’s audience or target market and provide market research-specific features like panels. ### What are the Common Features of Experience Management Software? 1. **Survey management:** A core feature of experience management software is the creation and distribution of surveys to customers. These tools allow businesses to solicit customer feedback through a variety of channels, including through their website, email, SMS, or in-app messages. While some customers may prefer to receive communications via email, others may be more inclined to respond to surveys sent through SMS, so it’s important for businesses to understand their customers’ preferences when requesting feedback. 2. **Text analytics:** In customer surveys, businesses may elect to include open-ended questions. This permits users to elaborate on “yes" or “no" responses, identify specific issues with a product, or describe personal experiences, contributing to a wider variety and depth of data. Experience management tools use machine learning and natural language processing (NLP) to analyze these open-ended text responses. Text analytics features help organizations understand customer sentiment, uncover trends, and identify opportunities, turning their customers’ feedback into actionable insights. 3. **Net promoter score (NPS):** Experience management software allows organizations to send NPS surveys to their customers. NPS is one of the primary metrics for CX and an indicator of business growth. These surveys ask how likely the customer is to recommend the product or service to a friend or colleague on a scale of 1 to 10. NPS surveys are typically followed by an open-ended question asking customers to elaborate on their ratings. Measuring NPS on a regular basis provides businesses with key insights into brand loyalty and customer engagement. 4. **Customer satisfaction (CSAT) scores:** CSAT is another common key performance indicator (KPI) used in measuring CX. This score is calculated by asking a customer how satisfied they were with a recent transaction on a rating scale. While NPS is a high-level KPI for customer loyalty, CSAT is typically focused on a specific point in the customer journey. Customers might receive a CSAT survey after making a purchase or speaking to a customer service representative. 5. **Customer effort score (CES):** Experience management software helps businesses measure a third CX metric, the CES. This is another customer service KPI that asks customers how much effort was required for them to get an issue resolved or a request handled. Tracking CES helps an organization identify opportunities to improve customer service processes to make customer experiences more effortless and intuitive. 6. **Closed-loop actions:** In contrast to enterprise feedback management, experience management solutions offer enhanced capabilities for closing the loop on customer feedback. For example, customer service teams may be notified of a negative response to a survey; experience management software would allow an agent to respond to that customer directly through the platform. Conversely, if a response is positive, the agent may ask the customer to leave a review or send a referral. Features for closing the loop empower businesses to take immediate action on customer feedback. ### What are the Benefits of Experience Management Software? Experience management platforms help businesses bridge the gap between the experiences they believe they are delivering to customers and the experiences customers are actually receiving. Below are a few benefits of the software:  - **Collect feedback:** Like enterprise feedback management software, experience management tools enable organizations to collect feedback from their customers with surveys that measure NPS, CSAT, and CES. While many of these tools focus on customer service, they can be leveraged across many different areas of a business, including product development, marketing, and even human resources.  - **Provide analysis** : By combining and analyzing customer feedback from multiple channels, experience management software offers companies a holistic view of their customers’ experiences and how those experiences are impacting the business. - **Voice of customer (VoC)**: Organizations invest in experience management tools to support their VoC programs. VoC, which is relatively new in the field of CX, is a market research technique focused on capturing customer feedback. Experience management software is used to gather and collaborate on data related to the VoC, empowering businesses to make data-driven decisions to meet their customers’ needs and expectations. ### Who Uses Experience Management Software? Any business with a vested interest in promoting positive customer experiences benefits from experience management software. These platforms are leveraged by organizations across many different industries, including retail, healthcare, technology, financial services, hospitality, and nonprofit. **Customer service:** Customer support and customer success teams are some of the heaviest users of experience management software. These departments work closely with business customers and play a major role in managing customer experiences. Customer service teams use experience management software to track CX metrics with surveys that measure NPS, CSAT, and CES. These metrics help businesses understand where they are falling short and how they can improve to meet the expectations of their customers. Experience management solutions flag negative customer feedback and provide teams with tools to follow up with those customers, turning negative experiences into positive interactions. Feedback collected through experience management tools is routed directly to a company’s contact center, where agents follow up with dissatisfied customers. **Marketing:** Most consumers rely on reviews from their peers when they make purchasing decisions. As a result, positive customer experiences are a powerful tool for promoting a company’s products and services. Experience management software allows marketing teams to capture positive reviews and feedback that are shared on social media, added to marketing materials, or used as case studies. **Product development:** Experience management software helps inform decision making around product updates and new product development. Text analytics and advanced reporting features allow product teams to identify pain points in the user experience. With these insights, product teams are able to add functionality or introduce new features that will improve customers’ experiences with the product. ### What’s the best experience management software for small businesses? For small businesses aiming to enhance customer satisfaction and gather actionable feedback, [top small business experience management platforms](https://www.g2.com/categories/experience-management/small-business) include: - [Birdeye](https://www.g2.com/products/birdeye/reviews) offers an all-in-one platform for reviews, surveys, and customer feedback, helping small businesses manage their online reputation and improve customer experience. - [SurveySparrow](https://www.g2.com/products/surveysparrow/reviews) features conversational surveys and automation capabilities, allowing small businesses to engage customers effectively and analyze feedback for continuous improvement. ### What are the top experience management platforms for SaaS companies? For SaaS companies seeking to optimize user experience and gather product feedback, leading experience management platforms on G2 include: - [Qualtrics CoreXM](https://www.g2.com/products/qualtrics-strategy-research-formerly-corexm/reviews) provides advanced survey tools and analytics, enabling SaaS companies to collect and act on customer insights to enhance product offerings. - [UserTesting](https://www.g2.com/products/usertesting/reviews) offers real-time user feedback through video recordings, helping SaaS companies understand user behavior and improve usability. ### What’s the most recommended experience management software for large enterprises? For large enterprises aiming to manage complex customer journeys and gather comprehensive feedback, leading [enterprise-level experience management platforms](https://www.g2.com/categories/experience-management/enterprise) include: - [Medallia Experience Cloud](https://www.g2.com/products/medallia-customer-experience/reviews) provides real-time feedback and AI-driven insights, enabling enterprises to understand customer sentiments and drive improvements across touchpoints. - [Verint](https://www.g2.com/products/verint-verint-voice-of-the-customer/reviews) delivers tools for capturing and analyzing customer feedback across channels, helping enterprises enhance customer satisfaction and loyalty. #### Software Related to Experience Management Software [Enterprise feedback management software](https://www.g2.com/categories/enterprise-feedback-management)[:](https://www.g2.com/categories/enterprise-feedback-management) Enterprise feedback management solutions offer similar functionality to that of experience management software. These tools enable businesses to collect, analyze, and distribute customer feedback. Businesses may use these products instead of experience management solutions if closing the loop on feedback is unnecessary or if they use another platform to follow up with customers. [Survey software](https://www.g2.com/categories/survey)[:](https://www.g2.com/categories/survey) Survey features serve as the foundation of experience management software. Businesses, as well as non-business entities, use survey software to create and share online surveys, quizzes, polls, and web forms. [User research software](https://www.g2.com/categories/user-research)[:](https://www.g2.com/categories/user-research) User experience (UX) and product development teams may prefer user research software over experience management tools. User research platforms enable businesses to target customers or outside audiences for in-the-moment feedback on a product or brand. User research may be conducted through surveys, interviews, and focus groups. [Employee engagement software](https://www.g2.com/categories/employee-engagement)[:](https://www.g2.com/categories/employee-engagement) Organizations dedicated to improving the health of their business understand that it’s important to gauge employee satisfaction as well as customer satisfaction. While experience management software helps businesses collect external customer feedback, employee engagement software may be used to conduct pulse surveys and track employee feedback. ### Challenges with Experience Management Software **Lack of adoption:** Experience management software is designed to support robust customer service programs and cross-department collaboration. If a business does not already have plans and processes in place for experience management, it may be difficult for teams within the organization to adopt such a platform. Before implementing an experience management solution, executives should examine their current processes and consider whether employee training is needed to ensure the product is adopted across the company. ### How to Buy Experience Management Software? The complexity of an experience management solution depends on the size of the business and what a business wants to accomplish. The software can be simplified with basic features for communicating with customers or have comprehensive features that would integrate with existing platforms or software products. However, the overall reason for a business to invest in customer experience management software is to achieve better customer experience and brand loyalty. Factors that businesses should consider include:  **Business size capability:** Small and mid-sized companies can opt for CEM software that focuses on customer interactions and highlights the internal problems that might impact customer experience, such as monitoring live chat. However, larger enterprises can opt for a robust comprehensive software that helps in managing the complexities of various departments like marketing, sales, etc. **Communication integration:** CEM needs to integrate well with various communication methods, such as social media, emails, etc.  **Data integration:** CEM also needs to integrate with existing platforms like customer databases, customer relationship management (CRM) software, etc.