What users are saying about
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Top Rated
2710 Ratings

Salesforce

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Top Rated
2710 Ratings
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Score 8.3 out of 100
215 Ratings
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Score 7.4 out of 100

Likelihood to Recommend

Salesforce

[Salesforce.com] is well suited for creating campaigns, tracking clicks, cutting the sales cycle and automating the whole marketing process. Salesforce provides a full view of the customer, such as communication history, activity history, social mentions and so much more using contact management. It may not be appropriate for small businesses because of its price.
Daniel Cooper | 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

Salesforce
7.5
Sugar Sell (SugarCRM)
9.0
Customer data management / contact management
Salesforce
8.1
Sugar Sell (SugarCRM)
9.1
Workflow management
Salesforce
7.3
Sugar Sell (SugarCRM)
9.1
Territory management
Salesforce
7.3
Sugar Sell (SugarCRM)
9.0
Opportunity management
Salesforce
7.8
Sugar Sell (SugarCRM)
9.4
Integration with email client (e.g., Outlook or Gmail)
Salesforce
7.1
Sugar Sell (SugarCRM)
8.9
Contract management
Salesforce
7.2
Sugar Sell (SugarCRM)
8.5
Quote & order management
Salesforce
7.3
Sugar Sell (SugarCRM)
9.1
Interaction tracking
Salesforce
7.7
Sugar Sell (SugarCRM)
9.1
Channel / partner relationship management
Salesforce
7.4
Sugar Sell (SugarCRM)
9.2

Customer Service & Support

Salesforce
8.5
Sugar Sell (SugarCRM)
9.1
Case management
Salesforce
9.0
Sugar Sell (SugarCRM)
8.8
Call center management
Salesforce
8.4
Sugar Sell (SugarCRM)
9.4
Help desk management
Salesforce
8.3
Sugar Sell (SugarCRM)
9.2

Marketing Automation

Salesforce
7.5
Sugar Sell (SugarCRM)
8.3
Lead management
Salesforce
7.7
Sugar Sell (SugarCRM)
9.2
Email marketing
Salesforce
7.4
Sugar Sell (SugarCRM)
7.3

CRM Project Management

Salesforce
7.1
Sugar Sell (SugarCRM)
9.2
Task management
Salesforce
6.9
Sugar Sell (SugarCRM)
9.3
Billing and invoicing management
Salesforce
6.7
Sugar Sell (SugarCRM)
9.1
Reporting
Salesforce
7.7
Sugar Sell (SugarCRM)
9.2

CRM Reporting & Analytics

Salesforce
8.0
Sugar Sell (SugarCRM)
9.1
Forecasting
Salesforce
7.8
Sugar Sell (SugarCRM)
9.4
Pipeline visualization
Salesforce
8.1
Sugar Sell (SugarCRM)
8.8
Customizable reports
Salesforce
8.2
Sugar Sell (SugarCRM)
9.2

Customization

Salesforce
7.5
Sugar Sell (SugarCRM)
9.2
Custom fields
Salesforce
7.9
Sugar Sell (SugarCRM)
9.1
Custom objects
Salesforce
7.5
Sugar Sell (SugarCRM)
8.9
Scripting environment
Salesforce
7.1
Sugar Sell (SugarCRM)
9.5
API for custom integration
Salesforce
7.7
Sugar Sell (SugarCRM)
9.2

Security

Salesforce
8.1
Sugar Sell (SugarCRM)
9.1
Single sign-on capability
Salesforce
8.0
Sugar Sell (SugarCRM)
9.4
Role-based user permissions
Salesforce
8.2
Sugar Sell (SugarCRM)
8.8

Social CRM

Salesforce
6.9
Sugar Sell (SugarCRM)
9.4
Social data
Salesforce
6.9
Sugar Sell (SugarCRM)
9.3
Social engagement
Salesforce
6.9
Sugar Sell (SugarCRM)
9.5

Integrations with 3rd-party Software

Salesforce
7.1
Sugar Sell (SugarCRM)
9.3
Marketing automation
Salesforce
7.2
Sugar Sell (SugarCRM)
9.1
Compensation management
Salesforce
7.1
Sugar Sell (SugarCRM)
9.6

Platform

Salesforce
7.4
Sugar Sell (SugarCRM)
8.2
Mobile access
Salesforce
7.4
Sugar Sell (SugarCRM)
8.2

Pros

Salesforce

  • Reporting. The reporting functions are valuable to see how particular accounts have done over time, to see how reps are tracking to goal, and to see how reps compare to other reps in the organization.
  • Analytics. There are a variety of tools that management can use to determine how individual reps are performing and how the entire sales organization is tracking to goal, and how that compares to previous years.
  • Customization. Field can be customized to help an organization create a CRM that is tailored to their particular industry and company.
Jason Carlage | 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

Salesforce

  • When you close SF and open it the next day it tends to open old cases (tabs). You'll end up with tab overload if you don't put time into closing old ones.
  • If you start a case and don't have all the required fields completed, you'll lose it all if you try saving it too soon.
Ben Johnson | 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

Salesforce

Salesforce 10.0
Based on 48 answers
While it's not perfect and can be overly complicated at times, there is not another solution out there that can do what it does. To get the same functionality you would need numerous disparate tools to match the amount of functionality Salesforce has. Having it all aggregated on one platform makes the complicated parts far more bearable
John Cupoli | 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

Salesforce

Salesforce 7.2
Based on 54 answers
While not the most robust software available for tracking and following up with leads, the UI is fairly straight forward and you know right away what you are getting and how to interact with it. While some initial training is required, it is still simple enough for most users to interact with it on a daily basis without feeling burdensome.
Anonymous | TrustRadius Reviewer

Sugar Sell (SugarCRM)

Sugar Sell (SugarCRM) 9.6
Based on 7 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

Salesforce

Salesforce 9.8
Based on 27 answers
Salesforce is always available securely from any internet-capable device anywhere in the world, UNLESS you choose to set security measures so that ONLY trusted IP ranges may access the system at certain times of the day. It's all about choice and flexibility with Salesforce products.
Kyle Dugger | TrustRadius Reviewer

Sugar Sell (SugarCRM)

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

Performance

Salesforce

Salesforce 9.0
Based on 18 answers
Salesforce performance in general is excellent. "The cloud infrastructure beneath Force.com has been fine-tuned over the past 10 years. It powers nearly 100,000+ businesses running more than 185,000 applications that 3 million users count on every day."
Points per Salesforce -
1) Multitenant kernel - With a multitenant platform, each business that uses the app doesn’t have its own copy. Instead, all businesses share a single copy and then customize it for their specific needs.
2) ISO 27001 certified security - You can’t compromise when it comes to enterprise-level security. Force.com is road-tested and trusted by nearly 100,000+ companies, including many of the world’s most security-conscious organizations, such as banks and health care providers.
3) Proven reliability - All Force.com apps run on world-class data centers with backup, failover, and disaster-recovery facilities. Force.com has had a proven 99.9 percent uptime record for years.
4) Proven, real-time scalability - Force.com is used by many of the world's largest enterprises, including Cisco, Japan Post Network, and Symantec. Applications can automatically scale from a few users to millions of page views, as needed.
5) Real-time query optimizer - You need fast access to your data. The Force.com query optimizer delivers under 300ms response time, at a massive scale.
6) Real-time transparent system status - You can always see real-time system performance, availability, and security information at trust.salesforce.com.
7) Real-time upgrades - Unlike traditional software platforms, our upgrades never break your customizations, code, or integrations. We upgrade the platform for you 3 to 4 times each year. As a result, you’re always on the latest version, with access to the latest features, performance, and security enhancements.
8) Real-time sandbox environments - With a single click, you can create copies of your applications, configuration, and data in separate environments for development, testing, and training.
9) Three global production data centers and disaster recovery - Force.com runs on three geographically dispersed, mirrored data centers with built-in replication, disaster recovery, a redundant network backbone, and no single points of failure
Rob Gottschalk | TrustRadius Reviewer

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

Salesforce

Salesforce 6.7
Based on 50 answers
The Professional version relies on its community and its documentation. No chat support, no phone support. And I think for 70+ USD/ user/ month, there should be some of those options available. Finding an answer in the community is not always easy to do. I had to go with a Salesforce developer or administrator to find answers that I think I should be able to find with support.
Sebastian Pereira | TrustRadius Reviewer

Sugar Sell (SugarCRM)

Sugar Sell (SugarCRM) 9.6
Based on 15 answers
The support overall at least for us has been phenomenal. Anytime that the system has any Issues at all IT gets in contact from someone from support to get the system back up and running. Have never gone more than 30 minutes with the system not working. So overall I will be definetely recommending this system in any other company that I may work for in the future.
Sebastian Cuadras | TrustRadius Reviewer

In-Person Training

Salesforce

Salesforce 7.9
Based on 11 answers
I attended two training sessions. I would rate them a 4 as an advanced user. It was very basic – great for someone new – would give 8+ for new person.

I had 3 years of experience at the time. I skipped basic and went onto advanced and still not helpful. A lot of it was best practices that didn’t feel relevant for our business
Anonymous | TrustRadius Reviewer

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

Salesforce

Salesforce 9.1
Based on 15 answers
I have gone through multiple. The content that’s delivered is quite basic – I wish they had more advanced training.

We are grandfathered into premium support plus training. We get unlimited access to instructor led and online training for free. We have taken advantage of this
Anonymous | 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

Salesforce

Salesforce 9.4
Based on 16 answers
Just from an organizational standpoint - we standardized our data prior to moving to Salesforce. But we essentially standardized it wrong. That's created a big disgusting mess for us know that I'll have to deal with as the Admin. Be sure you think through use cases prior to doing something like that - seek outside opinions on how the data will work best, especially depending on what else you're going to integrate with Salesforce.
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

Salesforce

The biggest advantage with Salesforce is likely the biggest detractor as well. It is largely a blank slate. The system is not customized to any one business or industry out of the box. You have to design everything - which is great if you are looking for a highly customized system, but very difficult for small or even medium sized firms without help from a 3rd party. We developed everything 100% in house. It has been quite a learning curve, but ultimately we preferred this method to farming out the work.
Jeff Fralick | 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

Salesforce

Salesforce 10.0
Based on 2 answers
I've worked with Salesforce since 2001 in companies ranging from 4 to hundreds of sales people and the system has been able to scale and perhaps more importantly expand (functionally) to the needs of larger organizations. In fact in my previous company, as a provider of a solution that integrated with Salesforce, we had customers that had thousands of sales people using Salesforce.
Anonymous | TrustRadius Reviewer

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

Salesforce

  • ROI is most noticeable when you are able to consolidate disparate legacy systems and move all of their data from a local data center up to the cloud. You end up saving a ton of money that no longer needs to be spent on hardware, software, maintenance, IT, etc.
  • The recurring licensing model is not ideal when it comes to ROI impact, as the long term expenditure will be significant. However, the hidden cost savings that it brings due to a smoother running business is not something that should be ignored.
  • One of the main benefits is collaboration. The platform represents a "single source of truth" that can greatly enhance collaboration and data consolidation. This will impact ROI in ways immeasurable but there can be no doubt that the effects are there.
Anonymous | 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

Screenshots

Pricing Details

Salesforce

General

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

Salesforce Editions & Modules

Edition
Essentials$25.001
Professional$100.001
Enterprise$175.001
  1. Per User Per Month
Additional Pricing Details

Sugar Sell (SugarCRM)

General

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

Sugar Sell (SugarCRM) Editions & Modules

Edition
Sugar Cell$80.001
  1. Per Month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Salesforce
7.8
Sugar Sell (SugarCRM)
8.7

Likelihood to Renew

Salesforce
10.0
Sugar Sell (SugarCRM)
8.2

Usability

Salesforce
7.2
Sugar Sell (SugarCRM)
9.6

Reliability and Availability

Salesforce
9.8
Sugar Sell (SugarCRM)
10.0

Performance

Salesforce
9.0
Sugar Sell (SugarCRM)
10.0

Support Rating

Salesforce
6.7
Sugar Sell (SugarCRM)
9.6

In-Person Training

Salesforce
7.9
Sugar Sell (SugarCRM)
9.0

Online Training

Salesforce
9.1
Sugar Sell (SugarCRM)
8.0

Implementation Rating

Salesforce
9.4
Sugar Sell (SugarCRM)
9.0

Scalability

Salesforce
10.0
Sugar Sell (SugarCRM)
9.0

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