Face for Radio. Things aren't always what they seem.
February 15, 2020

Face for Radio. Things aren't always what they seem.

Stephanie Wollenburg | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Blackbaud CRM

We use the Blackbaud suite across the school. We use RE for our fundraising CRM, Core on the school side and FE in the business office.
  • The Blackbaud CRM is excellent at creating its own custom reports.
  • RENXT is a powerful tool to use on the road.
  • The reports are not easily customized and some are not customizable at all. For example, in the dashboard, when they give you the number of donors that increased giving in the previous year, you'll get a falsely inflated number because they count any new donor (who gave zero) as a donor that increased giving.
  • The RENXT reporting is beautiful, but again, not very customizable.
  • I think it has shown us where we have opportunities, which is valuable.
  • Countless hours are spent working on "workarounds" or with support, which is frustrating.
I've used Salesforce, which is not good for donor management. I've used e-tapestry which has major limitations as well. However, for a basic user experience, this is a good program.
It is purely dependant on who you reach and speak to. You can call twice in an hour period and get two completely different answers. You can get people who are willing to help, people who just tell you no, or people who have no idea what to do. They need to work harder on training their support people. The chat function works very well for simple questions and is my preferred go-to when seeking help.

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It purely depends on your level of dedication to maintaining the CRM. Blackbaud is a powerful CRM that is expensive. If you simply want simple reporting and a place to keep your records, do not use this product. If you want something powerful that can create reports, etc. for you, get the proper training and maximize this product. Our issue is that there is always a "workaround." Things don't happen easily and it is frustrating. We pay so much money for something that is not fully optimized for us and our needs.