Blackbaud CRM vs Salesforce Service Cloud comparison

The compared Blackbaud and Salesforce solutions aren't in the same category. Blackbaud is ranked #39 in CRM , with an average rating of 8.0, and holds a 0.4% mindshare in the category. Salesforce is ranked #2 in CCEC , with an average rating of 8.3, and holds a 18.7% mindshare. Additionally, 66% of Blackbaud users are willing to recommend the solution, compared to 96% of Salesforce users who would recommend it.

Blackbaud CRM

Read 1 Blackbaud CRM review

189 Views
135 Comparison Views

66% willing to recommend

Salesforce Service Cloud

Read 53 Salesforce Service Cloud reviews

448 Views
358 Comparison Views

96% willing to recommend

Blackbaud CRM

Salesforce Service Cloud

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between Blackbaud CRM and Salesforce Service Cloud based on real PeerSpot user reviews.

Find out what your peers are saying about Salesforce, Microsoft, SAP and others in CRM.

To learn more, read our detailed CRM Report (Updated: May 2025).

Buyer's Guide

CRM

May 2025

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Helped 850,349 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Blackbaud CRM

Average Rating

8.0

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

CRM (39th)

Salesforce Service Cloud

Average Rating

8.4

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (2nd), Help Desk Software (5th), Knowledge Management Software (3rd), IT Alerting and Incident Management (6th)

Mindshare comparison

Blackbaud CRM and Salesforce Service Cloud aren’t in the same category and serve different purposes. Blackbaud CRM is designed for CRM and holds a mindshare of 0.4%, down 0.5% compared to last year.
Salesforce Service Cloud, on the other hand, focuses on CRM Customer Engagement Centers, holds 18.7% mindshare, up 16.0% since last year.

CRM

CRM Customer Engagement Centers

Featured Reviews

reviewer2596560

IT Specialist at a educational organization with 1-10 employees

Integrated profiles increase centralization and streamline donor management

We were using it for managing our donor database The solution provided an integrated profile, which was helpful for having everything together available in one place. One area of improvement is the UI and UX, which could be more upgraded. It looks a little dated compared to modern UI and UX, and…

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ChanchalSaxena

Lead Digital Transformation at Kohler Co.

High scalability with good plugins and excellent customer visibility

The solution should improve: 1. Reports & dashboard - The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license. 2. Einstein has limited capabilities, and it suggests the analysis by predefined algorithms - but in a practical scenario, businesses need to ask real-time questions, and AI products should be capable of delivering the exact answers. Generic answers may not be effective.

Read full review

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"It was stable."

"We used Salesforce Service Cloud for CRM (customer relationship management) cases and general sales cases."

"I don't have the specific details, but I'm aware that Salesforce is used for campaigns, decision-making processes, and order submissions. I'm currently in the learning phase and not familiar with all the details."

"In terms of visibility to my boss and the team, it does help a lot."

"The most valuable feature of Salesforce Service Cloud is its ease of use."

"It is a stable product."

"Salesforce Service Cloud offers several notable features. It includes robust case routing, escalation capabilities, entitlement mapping, and entanglement rules. Additionally, it supports Computer Telephone Integration (CTI), which allows for automatic case generation when a call is made to a designated number."

"It’s feasible to configure the platform according to the specific processes utilised. Customization of the platform could be carried out based on the techniques we employ."

"There is an out-of-the-box feature for reporting and analytics"

More Salesforce Service Cloud pros

Cons

"One area of improvement is the UI and UX, which could be more upgraded."

"It is kind of a struggle to get a report that shows something you want it to show."

"Reporting could be improved."

"Knowledge Management platform could use some intelligence improvements. Data mining techniques for recommending the most relevant knowledge articles would be beneficial. Currently, that selection process is more administrative. AI could be used here."

"There is room for improvement in pricing."

"One minor drawback is that its implementation requires some preparation. It's not something you can implement instantly; it takes time. The only issue I've encountered is that you need to ensure the implementation is done properly, which can be time-consuming. So, it requires some time and attention."

"The product's high price is an area of concern where improvements are required."

"The support team is limited and does not typically go above and beyond like some companies. Unless you have premium support, assistance is restricted."

"The solution’s user interface could be improved and enhanced."

More Salesforce Service Cloud cons

Pricing and Cost Advice

Information not available

"The tool is pretty expensive."

"Salesforce Service Cloud is a highly expensive solution"

"The product is expensive. There is a need to make yearly payments towards the licensing costs attached to the product."

"The licensing is flexible. Companies pay for what they use. However, a company with very small needs might find it difficult to justify the cost. Overall, it's in the medium price range."

"Only enterprise businesses can afford the solution, and small companies cannot afford it."

"Salesforce is not a cheap product. It can be expensive."

"The price is too expensive."

"Salesforce is very cost-effective."

More Salesforce Service Cloud pricing and cost advice

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850,349 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

No data available

Financial Services Firm

19%

Computer Software Company

14%

Educational Organization

11%

Manufacturing Company

10%

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

What is your experience regarding pricing and costs for Blackbaud CRM?

I don't have pricing to compare against.

See all answers

What needs improvement with Blackbaud CRM?

One area of improvement is the UI and UX, which could be more upgraded. It looks a little dated compared to modern UI and UX, and there's potential for it to be more intuitive. Also, the ability to...

See all answers

What is your primary use case for Blackbaud CRM?

We were using it for managing our donor database.

See all answers

What is your experience regarding pricing and costs for Salesforce Service Cloud?

The approximate licensing costs for Salesforce Service Cloud are around three hundred dollars a year per user.

See all answers

What needs improvement with Salesforce Service Cloud?

The pricing of Salesforce Service Cloud is expensive compared to other solutions like our current SAP CRM ( /products/sap-crm-reviews ), which is much cheaper.

See all answers

What is your primary use case for Salesforce Service Cloud?

I used Salesforce Service Cloud ( /products/salesforce-service-cloud-reviews ) for our sales agents to track visits, gather feedback from customers, and capture orders.

See all answers

Comparisons

No data available

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JIRA Service Management vs Salesforce Service Cloud

Compared 7% of the time

Oracle Fusion Service vs Salesforce Service Cloud

Compared 7% of the time

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Product Reports

Buyer's Guide

CRM

May 2025

Download Blackbaud CRM product report

Buyer's Guide

Salesforce Service Cloud

April 2025

Download Salesforce Service Cloud product report

Also Known As

No data available

Service Cloud

Overview

Blackbaud CRM helps organizations by providing a complete supporter view and an organization-wide toolset for managing your constituent base. Blackbaud CRM brings industry-leading fundraising, online applications, actionable prospect research and analytics, and multichannel direct marketing together in one platform to enable an integrated view of the constituent experience across your organization. Blackbaud CRM features prospect research tools that enable your organization to build in-depth prospect profiles, including analytics offerings that provide guidance around a prospect's propensity to give. These tools allow you to prioritize donors and successfully move them through their donor lifecycle to a major gift.

Blackbaud

Service Cloud is fully customizable support and help desk that provide faster, smarter service that will increase loyalty, retention, and satisfaction. From call-center software to self-service portals, our service solutions enhance your customer service with more responsive, more intuitive, more flexible support that anticipates customer needs.

Salesforce

Sample Customers

Charleston Battery, Virgin London Marathon, EdVenture Children's Museum

Stanley Black & Decker, Coca-Cola, Activision, Wells Fargo, Spotify, Aldo, Philips, The Red Cross, Blue Shield of California, Sprouts Farmers Market, Direct Energy Solar, Inspirato, Kiva

Find out what your peers are saying about Salesforce, Microsoft, SAP and others in CRM. Updated: May 2025.

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850,349 professionals have used our research since 2012.

We monitor all CRM reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.