Poor customer service, key features cost extra, cloud platform often down.

My organization uses Raiser's Edge NXT as our CRM and Financial Edge for our Accounting software. We were led to believe the transition from our previous software would be smooth - it was not. After the lengthy onboarding process ended a few years ago, we find that NXT is slim on features in its base version. Things like building dashboards, emailing a list of constituents, or tracking volunteers could be very simple, but unfortunately, those features are add-ons to the base version of NXT and are quite an expense. NXT is fine for simply looking up donors and doing simple segmentation, but it is not as in-depth as it needs to be for a standalone product, so we are forced to use the legacy software (RE calls it database view) for many key functions like complicated queries.

The most useful analytics and intelligence modules are, at a minimum, $1400 in annual cost on top of the base package. My organization does not have the funding to pay for this. The base features in NXT are only somewhat useful. NXT's provided ratings are not super useful for us, as they do not seem accurate and are heavily skewed by individual donor giving (which we know anyway), so there is not much-added value on that front. Iwave is much more useful for wealth screening.