SugarCRM
CRM Software
Software Profile & Review Summary
SugarCRM offers a free, open-source version for developers called Community Edition, as well as a commercial edition with three pricing tiers. The company was founded in 2004 and is based in Cupertino, California.
Some of SugarCRM customers include Program Productions, Redglaze Group, TengoInternet, Hilco Global, and BancVue.
| Company Status: | Private |
|---|---|
| Customers: | N/A |
| Employees (per LinkedIn): | 415 |
| Pricing: | Free Community Edition; $40 to $150 per user per month |
| Best Fit For: |
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Aggregate User Ratings of SugarCRM on TrustRadius
| Rating Attribute | SugarCRM | # of Reviewers Contributing to Rating Average | CRM Category Average |
|---|---|---|---|
| Likelihood to recommend | 6.6 | 29 | 7.9 |
| Likelihood to renew | 6.4 | 22 | 8.3 |
| Product usability | 9.0 | 2 | 7.8 |
| Product availability | 10 | 1 | 9.7 |
| Product performance | 10 | 1 | 9.5 |
| Support | 8.0 | 3 | 7.8 |
| Implementation satisfaction | 9.5 | 2 | 7.3 |
Summary of SugarCRM Reviews
| SugarCRM Pros | SugarCRM Cons |
|---|---|
| Customizable SugarCRM is robust and highly flexible. Users can create custom data fields and customize workflows according to their needs. |
Bugs / speed Some users report glitches or general “clunkiness,” as well as slow load and processing times. |
| Reporting Creating and editing custom reports is relatively easy. |
Email campaigns The email marketing functionalities could be improved. For example, the HTML email templates can be temperamental, and list management is not robust. |
| Email sync Users can easily log emails through integration with Microsoft Outlook. |
Search The search capability within the application could be improved. It can be difficult to find contacts or accounts without the exact punctuation and wording. |
| Duplicates Detecting and merging duplicate entries is not easy. |
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| Usability Users are divided on the usability of SugarCRM. Many say the interface is intuitive and easy to learn and use. However, some say the UX could be improved (for example, certain actions require too many clicks), and the design of the interface is not attractive. |
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Tips from SugarCRM End-Users
“SugarCRM is flexible enough to adapt to the way you do business. I would focus on asking questions of all CRM providers about that. Just because the software is designed for the way developers think your sales team should work, doesn't mean it makes sense for how you actually do business.”
“The customization is a breeze no matter what industry you are in. As long as you have a workflow to start with, Sugar can easily fall in line. Do your research and make sure that the system has what you need for your business.”
“When determining if Sugar is the right CRM system for your company I would determine if you would benefit from the customization opportunities or need something more out of the box. If you are planning on extensive customization then make sure you have the internal support of an administrator who can work with developers - third party or internal - to implement those pieces. I also recommend knowing the reports that your people will require to present and talk to Sugar about your needs. If you decide to implement SugarCRM explore the third party plugins and integrate what you can from the beginning.”