Jury is still out

It's okay. I don't love it, but it gets the job done in most cases.

Luminate (LCRM) is *okay* - but the truth is that Salesforce is extremely nimble and able to be configured a million different ways, and Luminate restricts the Salesforce platform's configurability to a pretty narrow range. This is fine for some organizations, as making changes within that narrow range is pretty easy - but it's very frustrating when you know how much more Salesforce can do. Luminate Online is every less configurable.

I have had great experience with the support portal for the Luminate products. It can depend on what tech you get, but if you get a good one they really know their stuff. Sometimes, the answer isn't what I'd like it to be - but at least they're able to explain to me why I'm experiencing certain issues or how to minimize those issues in the future. They are also unfailingly polite and good humored, which helps!

Though I have my issues with Luminate, in terms of "scalability" it does have some decent flexibility to house additional information or add on additional products (Like LCRM, LO, Team Raiser, etc) that allows for added functionality as our data/needs grow and shift.