Three Key Improvements for Blackbaud CRM's Pricing Model: Insights from 2023 Customer Feedback

Blackbaud CRM has been a staple in the nonprofit and education sectors for over three decades, offering a cloud-based fundraising and relationship management solution. However, as with any service, there is always room for improvement. Based on customer reviews from 2023, we've identified three major areas where Blackbaud CRM could enhance its pricing model to better serve its users. These recommendations are grounded in actual customer experiences and aim to address the concerns raised by users in their feedback.

1. Introduce Flexible Pricing for Smaller Institutions

One of the recurring themes in customer feedback is the concern over the cost-effectiveness of Blackbaud CRM for smaller organizations. A director of technology from a mid-market institution mentioned, It can be costly to smaller schools as the pricing is a bit steep. This suggests that Blackbaud CRM's pricing model may not be as accessible to smaller entities with limited budgets. To address this, Blackbaud CRM could introduce a more flexible pricing structure that scales according to the size and budget of the organization. This could include tiered pricing, discounts for smaller institutions, or a pay-as-you-grow model that allows organizations to expand their use of the CRM as their capacity and needs increase.

2. Simplify the Cost of API Access

The API provided by Blackbaud CRM is appreciated for making data accessible, which is a significant advantage for users looking to integrate the CRM with other systems. However, the cost associated with API access may not be clear or may be perceived as an additional financial burden. As the director of technology also noted, I like the fact that the API makes the data very accessible. To improve transparency and customer satisfaction, Blackbaud CRM should consider simplifying the cost structure for API access, ensuring that customers are fully aware of any additional charges and feel that they are getting value for their investment.

3. Offer Customizable Packages to Match Diverse Needs

Nonprofit organizations and educational institutions have diverse needs, and a one-size-fits-all approach to pricing may not suit all users. Customizable packages that allow customers to select and pay for only the features they need could significantly enhance the perceived value of Blackbaud CRM. By offering a more personalized pricing model, Blackbaud CRM can cater to the unique requirements of each organization, ensuring that they are not paying for unnecessary features and can allocate their funds more effectively towards their mission.

In conclusion, by addressing these three key areas of improvement in their pricing model—flexible pricing for smaller institutions, simplified API access costs, and customizable packages—Blackbaud CRM can better align with the financial realities and needs of its diverse customer base. Implementing these changes could lead to increased customer satisfaction and loyalty, ultimately contributing to the long-term success of both Blackbaud CRM and its users.

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