If you’re running a small or medium-sized charity, you’ve probably faced this dilemma: When managing a small to medium-sized charity organization we must decide between adopting a generic CRM platform such as Salesforce or implementing a charity-specific system like Donorfy, Infoodle or ThankQ.
It’s a big decision. By selecting the right system you will achieve time savings while increasing donations and improving donor satisfaction. Making the wrong choice may result in a costly system with unnecessary complexity that fails to meet your needs.
Now we’re going to simplify everything by providing clear answers tailored to charities such as yours without using complicated terms.
CRMs function well for commercial enterprises so why shouldn’t they work for our organisation?
I get it. Major CRM platforms such as Salesforce and HubSpot dominate the market. Massive corporations select these systems because they deliver flexibility and power. Charity needs should be manageable by such advanced CRMs because they serve major businesses everywhere.
Well… sort of.
The problem? They weren’t built with fundraising in mind. Think about the struggle of inserting a square block into a circular slot. You can achieve your goal through customisation but expect to spend both time and money and face potential frustration.
Charity management software exists specifically to meet the needs of nonprofit organizations. It comes with:
- Gift Aid tracking (no spreadsheets, no headaches).
- Donation processing features are built into the software to avoid the need for multiple separate applications.
That’s not to say generic CRMs are useless. If your charity also runs a social enterprise or needs deep sales pipeline tracking, they might be worth the effort. But for most small nonprofits? A dedicated system is the simpler, smarter choice.
The Real Cost: More Than Just the Price Tag
Let’s talk money. On paper, some generic CRMs look affordable—maybe even free for charities (looking at you, HubSpot). But here’s the catch:
- Customisation costs add up. Need donor management? That’s a plugin. Gift Aid reporting? Another plugin. Suddenly, your “free” CRM isn’t so free.
- Time = money. How many hours will your team spend tweaking workflows instead of actually fundraising?
- Training headaches. If your staff struggle with the system, adoption will be slow (or nonexistent).
Charity software, on the other hand, often offers:
- Nonprofit discounts (because they get us).
- Out-of-the-box fundraising tools (no extra fees for basic features).
- Easier onboarding (so you can hit the ground running).
Yes, some charity systems have limits on donor numbers or transactions in cheaper plans. But for small to medium charities, that’s rarely a dealbreaker.
“We’re Not Tech Geniuses—Which Is Easier to Use?”
If your team’s already stretched thin, the last thing you need is a system that requires an IT degree to operate.
Generic CRMs can be user-friendly… if you’re using them for their intended purpose (like sales tracking). But repurpose them for fundraising, and suddenly you’re deep in dropdown menus and custom fields.
Charity software skips the guesswork. Need to:
- Claim Gift Aid? Click a button.
- Run a fundraising report? It’s two clicks away.
- Log a donation? Done in seconds.
That simplicity matters. When tools are intuitive, your team actually uses them—instead of reverting to spreadsheets (we’ve all been there).
Essential Features Your Charity Software Can’t Do Without
Choosing charity management software isn’t just about picking the shiniest option—it’s about finding the right tools to fuel your mission. Whether you’re evaluating a dedicated nonprofit system or a generic CRM, here are the must-have features that’ll save you time, money, and sanity:
1. Donation & Gift Aid Management
No more manual spreadsheets! Your software should:
✔ Process one-off and recurring donations (with PCI-compliant payment handling).
✔ Automate Gift Aid claims—because chasing paperwork is nobody’s idea of fun.
✔ Generate HMRC-compliant reports (so your finance team doesn’t weep at tax time).
Why it matters: The average UK charity misses out on £560 million in unclaimed Gift Aid yearly. Good software recovers those funds effortlessly.
2. Supporter CRM (That Actually Works for Charities)
A donor isn’t a “customer”—your system should reflect that with:
✔ 360° donor profiles (giving history, communications, soft credit tracking).
✔ Segmentation tools (to personalise appeals for trusts vs. regular givers).
✔ Relationship mapping (“Ah, this donor’s employer offers matched giving!”).
Watch out for: Generic CRMs that force you to rename “Opportunities” to “Donations”—you deserve better.
3. Fundraising & Campaign Tools
From bake sales to legacy giving, look for:
✔ Built-in event management (ticketing, attendee tracking, thank-you automation).
✔ Peer-to-peer fundraising (because your supporters are your best ambassadors).
✔ Grant application tracking (deadlines, outcomes, and reporting in one place).
Pro tip: If your software makes it harder to launch a campaign than to bake a soufflé, keep looking.
4. Volunteer Coordination
For charities relying on helpers, you’ll want:
✔ Scheduling and shift management (with self-service sign-up).
✔ Automated reminders (because even the keenest volunteer forgets).
✔ Skills/availability databases (to stop that “Can anyone fix our website?” email chain).
5. Reporting That Doesn’t Require a PhD
Your trustees will love you for:
✔ Pre-built reports (fundraising ROI, donor retention, campaign performance).
✔ Custom dashboards (so you can spot trends without Excel gymnastics).
✔ Exportable data (for when the finance team inevitably asks for “just one more spreadsheet”).
6. Integrations That Play Nice With Others
Your software shouldn’t live in isolation. Prioritise:
✔ Payment processors (Stripe, GoCardless, PayPal).
✔ Email/SMS tools (Mailchimp, Dotdigital, Engage).
✔ Accounting software (Xero, QuickBooks).
Red flag: If connecting to JustGiving requires “a developer and a prayer,” steer clear.
7. Accessibility & Ease of Use
Because time spent training is time not spent fundraising:
✔ Intuitive interface (if your team needs a 50-page manual, it’s too complex).
✔ Mobile-friendly (for updating donor records at events or on the go).
✔ Role-based permissions (so volunteers can’t accidentally email your entire donor list).
The Bottom Line
The right software should feel like an extra team member—not a burden. Before committing, ask:
- “Does this solve our biggest pain points?” (e.g., Gift Aid chaos).
- “Will our least tech-savvy trustee understand it?”
- “Can we afford it long-term—including add-ons?”
Miss one must-have feature? You’ll regret it within months. Overpay for bells and whistles? That’s money diverted from your cause. Choose wisely!
The Verdict: Who Should Choose What?Pick a purpose built charity CRM if you…
✔ Want tools that work for fundraising, not against it.
✔ Don’t have a tech team to build custom solutions.
✔ Prefer a system that grows with you (without hidden costs).
Best crm for charities uk: Infoodle, Donorfy, ThankQ, Lightful.
Consider a generic CRM if you…
✔ Already use one (like Salesforce) and don’t want to switch.
✔ Have complex needs (e.g., a charity shop + fundraising arm).
✔ Don’t mind paying for customisation.
Nonprofit-friendly options: HubSpot (free for charities), Salesforce Nonprofit Cloud.
Still Unsure? Here’s What to Do Next
- List your non-negotiables (e.g., “Must process Gift Aid automatically”).
- Book demos—any decent provider will let you test-drive first.
- Ask other charities what they use (Facebook groups like Charity Connect are gold for this).
At the end of the day, the best system is the one your team actually uses. And for most small charities, that’s going to be purpose-built charity software.
