What users are saying about
126 Ratings
126 Ratings
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Score 7.4 out of 100
232 Ratings
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Score 7.5 out of 100

Likelihood to Recommend

NetSuite CRM

NetSuite [CRM] is a fantastic platform where the merging of a CRM and ERP system is desired. This allows you to track orders, bookings and shipments to have a complete birds eye view of your pipeline and sales processes. The Marketing capability is also there with full capability for mass email campaigns and tracking of those who opened, clicked or unsubscribed.
Anonymous | TrustRadius Reviewer

Sugar Sell (SugarCRM)

If your organization has needs or requirements that it seems cannot be met by the industry leaders in CRM, I would urge you to talk to Sugar Sell (SugarCRM). They bent over backwards to work with different groups of people within our company to prove to them how committed they were to making the product work for us. It seamlessly integrates with our email and other applications we use frequently. And they helped us configure detailed reporting for our very complex sales territories and organizational structure.If you are looking for a very basic CRM tool that doesn't require much configuration, Sugar will still work for you, but you certainly have other options.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Sales Force Automation

NetSuite CRM
7.6
Sugar Sell (SugarCRM)
8.6
Customer data management / contact management
NetSuite CRM
8.7
Sugar Sell (SugarCRM)
8.9
Workflow management
NetSuite CRM
8.3
Sugar Sell (SugarCRM)
8.6
Territory management
NetSuite CRM
7.5
Sugar Sell (SugarCRM)
8.8
Opportunity management
NetSuite CRM
6.7
Sugar Sell (SugarCRM)
8.8
Integration with email client (e.g., Outlook or Gmail)
NetSuite CRM
6.1
Sugar Sell (SugarCRM)
9.0
Contract management
NetSuite CRM
6.7
Sugar Sell (SugarCRM)
8.7
Quote & order management
NetSuite CRM
8.5
Sugar Sell (SugarCRM)
8.1
Interaction tracking
NetSuite CRM
8.0
Sugar Sell (SugarCRM)
8.1
Channel / partner relationship management
NetSuite CRM
7.8
Sugar Sell (SugarCRM)
8.6

Customer Service & Support

NetSuite CRM
7.6
Sugar Sell (SugarCRM)
8.9
Case management
NetSuite CRM
8.1
Sugar Sell (SugarCRM)
9.0
Call center management
NetSuite CRM
7.1
Sugar Sell (SugarCRM)
8.8
Help desk management
NetSuite CRM
7.6
Sugar Sell (SugarCRM)
8.8

Marketing Automation

NetSuite CRM
7.8
Sugar Sell (SugarCRM)
8.3
Lead management
NetSuite CRM
8.0
Sugar Sell (SugarCRM)
9.0
Email marketing
NetSuite CRM
7.6
Sugar Sell (SugarCRM)
7.7

CRM Project Management

NetSuite CRM
8.4
Sugar Sell (SugarCRM)
9.0
Task management
NetSuite CRM
7.1
Sugar Sell (SugarCRM)
9.1
Billing and invoicing management
NetSuite CRM
8.6
Sugar Sell (SugarCRM)
8.9
Reporting
NetSuite CRM
9.4
Sugar Sell (SugarCRM)
8.9

CRM Reporting & Analytics

NetSuite CRM
7.9
Sugar Sell (SugarCRM)
9.0
Forecasting
NetSuite CRM
8.3
Sugar Sell (SugarCRM)
8.9
Pipeline visualization
NetSuite CRM
7.0
Sugar Sell (SugarCRM)
9.0
Customizable reports
NetSuite CRM
8.3
Sugar Sell (SugarCRM)
8.9

Customization

NetSuite CRM
8.2
Sugar Sell (SugarCRM)
8.9
Custom fields
NetSuite CRM
8.7
Sugar Sell (SugarCRM)
9.0
Custom objects
NetSuite CRM
8.7
Sugar Sell (SugarCRM)
9.1
Scripting environment
NetSuite CRM
8.1
Sugar Sell (SugarCRM)
8.9
API for custom integration
NetSuite CRM
7.4
Sugar Sell (SugarCRM)
8.5

Security

NetSuite CRM
8.2
Sugar Sell (SugarCRM)
8.7
Single sign-on capability
NetSuite CRM
7.5
Sugar Sell (SugarCRM)
9.1
Role-based user permissions
NetSuite CRM
8.8
Sugar Sell (SugarCRM)
8.3

Social CRM

NetSuite CRM
7.0
Sugar Sell (SugarCRM)
8.7
Social data
NetSuite CRM
6.6
Sugar Sell (SugarCRM)
8.8
Social engagement
NetSuite CRM
7.4
Sugar Sell (SugarCRM)
8.6

Integrations with 3rd-party Software

NetSuite CRM
7.4
Sugar Sell (SugarCRM)
8.7
Marketing automation
NetSuite CRM
7.4
Sugar Sell (SugarCRM)
8.9
Compensation management
NetSuite CRM
7.4
Sugar Sell (SugarCRM)
8.6

Platform

NetSuite CRM
6.3
Sugar Sell (SugarCRM)
8.3
Mobile access
NetSuite CRM
6.3
Sugar Sell (SugarCRM)
8.3

Pros

NetSuite CRM

  • It has a great UI for ERP and provides in-depth reporting and budget planning. NetSuite allows alot of flexibility to build the system out to how your company does business. Our accounting department really likes the Adaptive Planning module as well, as they can provide and quickly turn around presentation-worthy reports.
  • Due to the robust features and functionality of NetSuite, it is easy to customize and put workflows and formulas into practice when necessary to create efficiencies.
  • NetSuite provides the full solution to a business, by tying all systems together for one source of the truth.
Stephanie Locke | TrustRadius Reviewer

Sugar Sell (SugarCRM)

  • Very easy to set up and configure reports among teams. Very customizable and allows me to build reports that illustrate how the team is performing.
  • Exporting granular reports into excel for in depth analysis and actionable measures.
  • Ability to mass upload lots of information and leads. Important for our team to import lots of information on prospecting clients.
Anonymous | TrustRadius Reviewer

Cons

NetSuite CRM

  • NetSuite is very good at customization, but sometimes it's hard to make the right customization that we need for particular situations
  • NetSuite likes to change the layout without notifying it's users, so you might go home one day, and come back the next day to the office and have to do some searching to find what you're looking for in NetSuite.
  • If you have an issue with NetSuite, it's really difficult to understand the technical support staff as they're from India and don't speak clear English.
Paul Mills | TrustRadius Reviewer

Sugar Sell (SugarCRM)

  • The back-end programming (logical hooks) for advanced customizations could benefit from a more user-friendly interface
  • General layout could be improved by the addition of modern templates to customize the standard look and feel
  • Support communities could be further improved with the addition of videos on how to do specific configuration, modules.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

NetSuite CRM

NetSuite CRM 6.5
Based on 10 answers
Our company is looking for more advanced ecommerce and internet marketing features that are not currently present in NetSuite. We feel there are too many additional costs to NetSuite to make it "our own" and understand at the same time that no software is perfect out of the box. Not having complete control of our customer data worries us, and the slowness or "lag" in the shopping cart is effecting our checkout flow. For the investment, we would not recommend businesses of our size to migrate to NetSuite but rather build in house.
Anonymous | TrustRadius Reviewer

Sugar Sell (SugarCRM)

Sugar Sell (SugarCRM) 8.2
Based on 26 answers
Our organization will continue to use Sugar as long as it remains cost effective and it addresses the majority of our needs. I will, however, recommend looking into other options once our needs increase and there is additional budget for some bigger named and more robust platform options. I feel if the application was friendlier to end users we would get better productivity as well.
Andrew Dunifer, MBA/MS MIS | TrustRadius Reviewer

Usability

NetSuite CRM

NetSuite CRM 7.5
Based on 5 answers
I am not involved with a lot of the reports and additional functions NetSuite CRM provides, I am more familiar with the day to day use when placing orders and preforming customer tasks. Day to day functions are amazing and easy to navigate.
Chrissie Nelms | TrustRadius Reviewer

Sugar Sell (SugarCRM)

Sugar Sell (SugarCRM) 8.7
Based on 10 answers
There's a learning curve associated with Sugar. Right away, it's not as easy as an out-of-the-box CRM. Once you learn how to use Sugar, the system fits what your needs are. With any other CRM, you'd be trying to figure out how your company can best fit the CRM. You don't want to change your business cycle for your CRM, the CRM should fit your business cycle.
Anonymous | TrustRadius Reviewer

Reliability and Availability

NetSuite CRM

No score
No answers yet
No answers on this topic

Sugar Sell (SugarCRM)

Sugar Sell (SugarCRM) 10.0
Based on 2 answers
SugarCRM has never been down for us.
Peter Fletcher | TrustRadius Reviewer

Performance

NetSuite CRM

No score
No answers yet
No answers on this topic

Sugar Sell (SugarCRM)

Sugar Sell (SugarCRM) 10.0
Based on 2 answers
No response time issues ever. Very productive due to its ease of use.
Peter Fletcher | TrustRadius Reviewer

Support Rating

NetSuite CRM

NetSuite CRM 7.8
Based on 8 answers
For simple issues (that can be answered by reading the documentation) NetSuite support seems to have a good ability to resolve our issues. Unfortunately, anything beyond that ability requires escalation into the black hole of their Tier II / Tier III Support.
Anonymous | TrustRadius Reviewer

Sugar Sell (SugarCRM)

Sugar Sell (SugarCRM) 9.2
Based on 18 answers
Sugar Sell's support team is great, they helped us during the implementation process when we were new to the Sugar Sell CRM. They explained to us the essential feature sets that we can explore and implement tailored to our use case, requirements, and expectation of the platform. They are also super responsive and are available on multiple channels like call, mobile support, chat apart from email which makes them very much reachable in case of any mission-critical issue.
Himanshu Shah | TrustRadius Reviewer

In-Person Training

NetSuite CRM

No score
No answers yet
No answers on this topic

Sugar Sell (SugarCRM)

Sugar Sell (SugarCRM) 9.0
Based on 1 answer
We feel clasroom training is essential to ensure user adoption and buy-in. Video and on-line training courses gave their place but being in a classroom setting enables the Team to make any potential CRM issues visble right up front.
Peter Fletcher | TrustRadius Reviewer

Online Training

NetSuite CRM

NetSuite CRM 6.7
Based on 2 answers
Netsuite has comprehensive features, allow full customization plus KPI performance matrix. Over the years we have logged more than 15000 cases.
Paul Yeh | TrustRadius Reviewer

Sugar Sell (SugarCRM)

Sugar Sell (SugarCRM) 8.0
Based on 1 answer
Only part of an implemementation as noted previously.
Peter Fletcher | TrustRadius Reviewer

Implementation Rating

NetSuite CRM

NetSuite CRM 5.9
Based on 9 answers
The implementation was very poor and very costly. In the end we had to reconfigure mostly everything over the next year to get it working in a desirable fashion.
Anonymous | TrustRadius Reviewer

Sugar Sell (SugarCRM)

Sugar Sell (SugarCRM) 9.0
Based on 9 answers
Study, study, and study. Be prepared to train everyday until all processes are flowing nicely. The CRM is the elephant and figuring out where to take the first bite can be a challenge. But there is only one way to eat this elephant, one bite at a time. Systematic planning is very important.
Marc Prince | TrustRadius Reviewer

Alternatives Considered

NetSuite CRM

This year 2015 we will be looking for a new product like Magento. We are still exploring the idea also if we are going to be building our own system or have a consultant to work with us
Anonymous | TrustRadius Reviewer

Sugar Sell (SugarCRM)

GoldMine was an archaic platform. Adding custom fields was difficult. Reporting was horrible. Sugar CRM blows it out of the water. It's also easier to use and navigate. Having all of the data available from any browser is also a tremendous advantage compared to our private installation of GoldMine which required their software and a VPN connection.
Sid Haas | TrustRadius Reviewer

Scalability

NetSuite CRM

No score
No answers yet
No answers on this topic

Sugar Sell (SugarCRM)

Sugar Sell (SugarCRM) 9.0
Based on 1 answer
Works from 2-300 Users in our experience.
Peter Fletcher | TrustRadius Reviewer

Return on Investment

NetSuite CRM

  • Support can see what services is doing and vice versa. Finance can see both too.
  • Support can provide leads to sales when a power user leaves a current customer and joins the team at a lead.
  • We can see NPS and CSat near time on the account which has increased our ability to mitigate at-risk accounts and increase retention
Jeremy Stephens | TrustRadius Reviewer

Sugar Sell (SugarCRM)

  • Just one of our customized modules allowed us to automate multiple processes and saves us on average 500 man hours a year.
  • It allows each user to have a 360-degree view point of our databases at any given point.
  • Incorporating some of our onsite operational pieces within SugarCRM has given us the opportunity to reduce the number of places information is stored to one.
Jennifer Stewart | TrustRadius Reviewer

Pricing Details

NetSuite CRM

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Starting Price

$999 per month

NetSuite CRM Editions & Modules

Edition
Netsuite$999.001
  1. per month
Additional Pricing Details

Sugar Sell (SugarCRM)

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Starting Price

$52 per month

Sugar Sell (SugarCRM) Editions & Modules

Edition
Sugar Sell$80.001
Sugar Professional$52.001
Sugar Enterprise$85.001
  1. Per User/Per Month (billed annually)
Additional Pricing Details

Rating Summary

Likelihood to Recommend

NetSuite CRM
7.8
Sugar Sell (SugarCRM)
8.3

Likelihood to Renew

NetSuite CRM
6.5
Sugar Sell (SugarCRM)
8.2

Usability

NetSuite CRM
7.5
Sugar Sell (SugarCRM)
8.7

Reliability and Availability

NetSuite CRM
Sugar Sell (SugarCRM)
10.0

Performance

NetSuite CRM
Sugar Sell (SugarCRM)
10.0

Support Rating

NetSuite CRM
7.8
Sugar Sell (SugarCRM)
9.2

In-Person Training

NetSuite CRM
Sugar Sell (SugarCRM)
9.0

Online Training

NetSuite CRM
6.7
Sugar Sell (SugarCRM)
8.0

Implementation Rating

NetSuite CRM
5.9
Sugar Sell (SugarCRM)
9.0

Scalability

NetSuite CRM
Sugar Sell (SugarCRM)
9.0

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