What do you like best?
The flexibility of the database is key, allowing user-defined custom fields and field values, and custom forms and views. Integration with email systems is also pretty good, and the QuickBooks integration saves a great deal of time and effort. The spreadsheet import is essential and works well. There are also a lot of other bells and whistles that just make tasks easier.
What do you dislike?
In general the user interface is dated, clunky and overly techy (too many database terms and concepts). The process flows (e.g. building reports) are not particularly intuitive and can be frustrating - moving from tab to tab is not how people naturally work, so I suggest at least adding a "Next" button to each tab. Also not saving the user's changes (or at least displaying a warning) if you click on another tab is a major design flaw and leads to a lot of frustration.
Real check box fields and radio buttons (not just drop down lists) are notable omissions, and it would be nice if selected drop down item(s) show at the top of drop down lists, not the bottom. Sorting of items often is random and should be more user-configurable. Users can't change the names of system defined fields (e.g. "Company"), which is annoying. Direct integration with other email marketing apps (MailChimp) is also needed.
Recommendations to others considering the product:
It's hard to tell beforehand exactly what the product can do and what features it supports, and we spent quite a bit of time via email and phone trying to establish if it would meet our needs. We then decided to spend some time and money evaluating it, which turned out to be a good investment. We found that it's comprehensive enough that it can do most of the things we wanted, and any omissions are minor and can usually be worked around.
What problems are you solving with the product? What benefits have you realized?
We're using DonorSnap as a donor management database and CRM for all our contacts, and for that it works great! We're able to manage our email lists and track people's donations so we can be more targeted. In our world we have parents, leaders and elders who are often also donors, volunteers, and subscribers, so we can track our community and their individual involvement, which is very helpful. It has saved us a lot of pain and time vs. using (and trying to track) numerous spreadsheets.