Tools to help CRM admins improve customer experience

Relying on feedback – directly in your CRM software – can help you scale customer processes.

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Want to help your sales, marketing and success teams provide better customer experiences? Admins of platforms such as Salesforce and Zendesk often wonder how to help their cross-functional stakeholders gather, analyse and act on customer feedback. This toolkit provides the blueprint on how to use feedback to optimise your CRM software and empower your customer-facing teams.

How do I ensure that customer data is clean and actionable?

  • What types of customer data do we need to add into our CRM?
  • How do we integrate feedback with customer records, reports or dashboards?
  • Is new prospect or customer information being routed properly and updated automatically?
  • How do we ensure that the right teams have visibility into the right customer data?

How do we optimise our CRM to ensure that teams are more effective?

  • Are the processes our teams are using actually CRM efficient?
  • Which users or teams struggle with manual work and processes in our CRM?
  • Are our teams able to build scalable, repeatable customer experience programmes using our CRM?
  • What other systems should our CRM integrate with?

Are you looking for the right survey tool? Or one that integrates with your existing tech stack? Your teams can pair your existing customer data with our sample survey templates to start collecting feedback from your customers right away.

Identify the percentage of customers who would promote you.

See template

Map customer satisfaction scores to customer records in your CRM.

See template

Understand how happy your company is with your CRM and how to improve it.

See template

Find out if your customers had positive experiences with your support team.

See template

Find your department’s strengths or where there’s room for improvement.

See template

Understand how users feel about a software implementation.

See template

SurveyMonkey is not only easy to use, but it’s also the world’s leading survey platform and powerful enough to help you measure what matters.

Features to help you accomplish goals

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Your business is constantly changing. Our features can help you pivot when you need to.

Integrations that make work easier

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Integrate your survey data with the apps you use every day.

Or, find new ways to reach your customers, employees and peers.

Our most popular integrations are:

Support for when you need it

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Get the support that your team needs to launch feedback programs with ease.

Here’s how SurveyMonkey can help:

  • We have an amazing support team - filled with product experts who help you leverage the right features to get the results you’re looking for
  • Support the way you want it - with phone, email and live chat options for getting in touch
  • Tutorials and video demos - available within our robust Help Centre for those who want to explore on their own
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Here are some common mistakes and best practices for how to avoid them.

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Looking for ways to optimise your CRM and ensure that it meets the needs of all customer-facing and back-office teams? Here are some things to avoid:

Choose tools – including survey platforms – that have flexible integrations with your CRM. And ensure that you have internal expertise to support deployments.

Test surveys about your CRM on a few people to make sure you are getting the type of information you want. Changing questions further down the line will skew your results.

Balance the needs of now with the needs of the future. Don’t bolt on solutions that solve a problem today but impact scalability down the line.

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Want to know what customer support experts suggest? Check out these tips for maintaining a successful feedback programme:

Gathering feedback from your internal stakeholders will have a huge impact. You can change people’s work experience by learning where you can automate CRM workflows and processes to really make people’s lives easier.

Collect data as things are happening. The further removed from their experiences people are, the less accurate and impactful their feedback might be.

Have a clear sense of what you want your survey to accomplish and how the information you gather will be used to optimise your CRM deployment.

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Discover the 3 ways surveys add value to your CRM.

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Success Stories

Cystic Fibrosis Foundation integrates feedback into their CRM.

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Be on the watch for these 23 innovative CRM trends.

Get an individual plan with features that suit your needs, or create a team instead.

Momentive, the maker of SurveyMonkey, empowers organisations to gain insights from customers, employees and the market, securely and at scale.

Learn more about Momentive Solutions and schedule a demo.

  • Make feedback automated and actionable by connecting to key business systems using APIs and powerful integrations, including Salesforce, Marketo, Tableau and more.
  • Embed customer feedback across your CRM to give your teams the context they need to take the right action and provide the best customer experiences.
  • Better understand how to optimise your CRM and automate processes and increase team productivity.

Access more toolkits for a variety of roles

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