SugarCRM may be the best-known name in customer relationship management (CRM) systems, next only to Editors' Choice-winner Salesforce Sales Cloud Lightning Professional. That's mainly because it's one of the oldest, having debuted in 2004.
Like Salesforce, SugarCRM is evolving from just a CRM to an end-to-end customer interaction platform addressing not just sales, but marketing and service desk features, too. On the downside, even though SugarCRM's features aren't quite as deep as Salesforce's at the very high end (though they're close), it's almost as complex to use and nearly as expensive.
Where SugarCRM sets itself apart is in its customizability. Having roots as an open-source project, SugarCRM is the most developer-oriented CRM we've reviewed thus far. Developers aren't just handed an API with this CRM; they're also given tools for editing every module, report, and portal.
The trade-off is complexity. SugarCRM isn't a sign-up-and-go CRM. If you're looking for small and simple, you're much better off with one of our more small-business-focused CRMs, like Insightly, or an even smaller name, like Salesflare.
Salesforce Sales Cloud Lightning Professional
Read Our Salesforce Sales Cloud Lightning Professional Review
Read Our Zoho CRM Review
Read Our HubSpot CRM Review
Read Our Freshsales CRM Review
Read Our Zendesk Sell Review
Less Annoying CRM
Read Our Less Annoying CRM Review
Read Our Creatio CRM Review
Read Our Apptivo CRM Review
Read Our Insightly CRM Review
Read Our Pipedrive CRM Review
Read Our Act! CRM Review
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Getting Started With SugarCRM
SugarCRM was kind enough to set us up with a working instance for testing purposes, already pre-populated with users and data. However, we went through the usual steps of adding a new user, and importing contact and opportunity data.
As expected, the process is more involved than we saw in other systems. First, you need Administrator credentials to get access to the User Management module. Here, SugarCRM presents fields with far more information than just a name and email address, though you can decide what's required and what isn't. User name, primary email, job role, which license you want to source them from, and where they are in the reporting chain are the minimums.
However, before you start adding people, you'll first need to create a list of role-specific permissions and sales teams. That's because not only do individual users have their permissions mapped to roles, but teams also have permissions, and those can modify users' settings. For even a midsize organization, mapping out all of those relationships is not a lightweight task.
To be fair, most customers will import their users in bulk from other systems at the outset, but that doesn't get you off the hook for setting up team and role organization before you start. If anything, it makes it even more important. For bulk imports, SugarCRM can talk to user repositories in Google Workspace and Microsoft 365, as well as some identity management systems via OAuth. That said, importing from those sources requires IT-level tech chops.
Manually importing contacts, however, is more straightforward—or at least it started out that way. You can upload existing data for accounts, contacts, opportunities, and leads, all using CSV files. A short import wizard asks you to select your file, map your fields, confirm your choices, and import. The wizard recommends you use SugarCRM's own CSV templates and offers to download them for your automatically.
But even using SugarCRM's template, it took us several tries to import our contacts, and even then we only got some of them. SugarCRM is finicky when it comes to how imported data is presented and how you must proof your data mapping. There's training available to help, and we'd certainly have gotten all our contacts imported eventually if we'd kept plugging away at it. Compared to the 1-2-3 import process we saw in easier CRMs, like Insightly or Zendesk Sell, SugarCRM has a much steeper learning curve.
SugarCRM's List Views
True to its developer-centric roots, SugarCRM presents most of its initial portals as lists, including Accounts, Contacts, Opportunities, and Leads. You can modify those lists using filters. There are pre-canned filters (like My Contacts versus All Contacts, for example), but you can build your own by stringing several filters together using drop-down boxes at the top of the list. The list adjusts on the fly, and you can save these views for quick access later. You can also add color coding or text emphasis to individual rows.
Recently, SugarCRM made these lists more spreadsheet-like by adding frozen first columns, header rows, and pagination. This definitely makes worming your way through long lists easier, but it's a little surprising that these capabilities weren't there from the start, considering how list-happy the app has always been.
List views also have a user-definable dashboard box on the right. You can leave that empty, or you can set up a related dashboard that'll pop up dynamically updated information without you having to scour through the list. So, for example, you could configure your right-side dashboard field to have graphical dashboards for "Leads by Likelihood to Convert" and "Leads by Lead Source." For Opportunities, that could be "Currently Open Deals," "Deals About to Close," and so on.
SugarCRM and Dashlets
Setting up dashboards in SugarCRM is easy as long as you don't want to get too fancy. Clicking Add Dashboard lets you build or modify dashboards using what SugarCRM calls "dashlets." You can think of these as quick mini-reports, though they have other uses. You can click a dashlet list, give the new dashboard a name, add some basic filter information (time slice or account type, for instance), and a new dashboard is born. If you manage a dashboard from a specific portal, such as Opportunities or Leads, the dashboard automatically appears on the right side. If not, you'll find it in your Dashboard Home view.
But dashlets can do more than build dashboards. Another example of a dashlet is your product catalog. Product catalogs add product or service descriptions, SKU, price, margins, and other data to an opportunity. The list of fields is rather lengthy compared to other CRMs we tested, but few are mandatory. You can customize which fields get presented and even the fields themselves, though this is something best done with the help of a developer during the initial implementation of the product, rather than on the fly.
Once the product catalog is configured, you can add the Product Catalog dashlet to your Opportunities module. This lets you preview the product (perhaps a picture or a descriptive summary if it's a service) to make sure it's the right one. You can also see a list and then select the one you need. That's a bit better than some of our out-of-box contenders, which only present a list. You can also modify the product data in the dashlet, and if your user role has the right permissions any changes you make will be reflected for other users. For example, a supervisor could delete an out-of-date product so that their team couldn't accidentally attach it to a record.
The new Sugar Cloud Drive dashlet integrates and syncs your Google Drive or Microsoft OneDrive accounts. You'll see your cloud storage service inside SugarCRM and you can upload, download, or organize files there them inside the app. You can download a file, copy a link, or convert files into a Sugar Document, which means you'll be able to manipulate or edit it directly in the UI.
If you're thinking that dashlets are useful, you're right. Just remember that for most anything except an individual dashboard, users will be constrained to the list of dashlets they're presented. If you want a customized dashlet that goes beyond basic reporting data, you'll want to engage a developer.
The Opportunities and Leads modules have a tile view option, in addition to the usual list view. You won't see as many records per page, but these views are more than just visually appealing. Each card displays where it is in a business process, and you can drag them around to move them along. Yes, many CRMs do this when it comes to moving deals or contacts along the sales pipeline, and that's certainly available here. Still, SugarCRM takes this a step further by letting you define other business processes this way, beyond just pipelines.
For example, in the Opportunities view, you can click an opportunity from the list or opt for the tile view, where you can default to seeing where the opportunity is in the pipeline or switch to a tile view that shows when it's expected to close using a linear monthly calendar. You can set up several such views and switch between them on the fly.
Deciding exactly what these viewing options are is a backend problem, which means you'll need to rope in developers during your implementation process and beyond. New views are built in the Module Editor portion of your SugarCRM developers' tool kit, so if you want a new view, you'll need to talk to a dev. The good news is that your dev will be able to knock that out for you. With many smaller and simpler CRMs, this kind of customization either isn't an option or requires custom work from your vendor (read: mucho bucks).
Drilling into a record for a detailed view also gives you all the contact information, a health indicator, a view of where the account is in the pipeline for every deal it has open, or even a Google Maps-style view of its location. You can also add the Sugar Hint option, which takes your basic contact or account information and then scours third-party, external data to further flesh out your record, such as public social media information and deeper company data. This feature isn't unique to SugarCRM, but it can be useful if you need more detailed information, not just for sales but also for marketing purposes.
What you see in any of these modules is up to your developer and administrator. They'll need to organize these options not just by module, but also by role and team permissions. That represents a lot of potential variables, so the more customization you do, the more implementation time you'll need not just for programming but for testing, too.
Analytics, Forecasting, and Reporting
Dip your toe into reporting and you'll find the same basic tools as in our other contenders. But deeper down, there's a lot more to SugarCRM. Clicking the Reports module gets you the usual spreadsheet-style list view of all your available reports and basic information, like its type, when it was last run, and who owns it. You can create dashboard-style views of your favorite reports on the right side of the Reports screen, and these update automatically with a quick, graphical view of the data you need most often.
If you need a new report, click Create to enter the report builder. You'll choose the report type you need (row-column, summation, summation with details, or matrix). You'll then associate the report with one of SugarCRM's modules. This doesn't refer to just the core modules (Accounts, Contacts, Opportunities, and Leads), but every data-bearing feature. That could include Notes, Product Categories, Tags, and everything in between, including Bugs if you're a programmer. Basically, any module your company has purchased and to which you have permissions.
All that is easy enough, but the next bit will throw users who aren't so tech savvy. This is where you'll select the data fields you need in the report, both from the module you selected and any related child modules you might need. Then you'll add operator logic via a drop-down menu, and if it works as you need, you can add it as a filter. Power users should be able to worm through this with some struggling, but your average user will need training. Or, better yet, a Sugar-savvy staffer who can build them what they need after some back-and-forth discussion.
That's just scratching SugarCRM's surface for analytics. If you pay for the Premier tier you can add advanced forecasting and pipeline analytics to your reporting arsenal. This definitely isn't lightweight to configure either, so be sure to drop it onto your poor developer's plate during implementation. Depending on the data you're looking to get, however, even that developer assistance might not get you off the hook, because analytics requires certain data to work, and you may need to add that to your business process. That'll mean some lengthy meetings to understand how your business really works, and the data that's needed to make accurate predictions.
Once you've got it set up and have given it some time to "learn," this AI-powered analysis can show you a wealth of information across six dashlets: Deal Size, Win Rate, Sales Cycle, Sales Velocity, Idle Opportunities, and Top Reps. All of this gets presented in a six-paned dashboard, and you can either explode the view or mouse-over data points to get more detailed data or a drill-down option. You can tweak certain data points for more information (like going more detailed on a time slice or a geographic region, for example).
Once the engine has had some time to crunch your results, it'll let your sales reps and teams forecast success and revenue projections. That means team managers and individual sales reps can commit to goals and SugarCRM can predict the likelihood of those outcomes. It works on a commitments-to-results basis, but takes history into account when determining success or failure probabilities. It can also take external data into account, such as overall trends in your industry, if you add that during setup.
How to Buy SugarCRM
Don't be thrown by the product's new pricing nomenclature. Just like most of its competition, SugarCRM has evolved from a mere CRM package into a platform that also includes marketing and service desk features. That umbrella covers all your various customer touchpoints, so you can pool and process that data through a single pane of glass.
This means you'll be presented with four versions of SugarCRM when it's time to buy: Market, Sell, Service, and Enterprise. We've tested the Sell module, with some of the higher-end Enterprise features thrown in. Marketing and Serve are SugarCRM's digital marketing and help desk packages, which is why they're priced separately, though you'll access them through the same UI if you buy them. You'll find separate pricing tiers within each of these four platforms.
For Sugar Sell, that breaks down to Sell Essentials, Advanced, and Premier. Essentials is for teams with up to five users, and includes all the CRM basics (as well as team management and business process features). This tier costs $49 per user per month.
Sell Advanced jumps to $80 per user per month, but adds the AI layer for analytics and better support for customization and third-party integrations. Sell Premier, which is the tier we tested, hops up to $135 per user per month. It includes Hint, geo-mapping, and the advanced forecasting features described above.
Comparing those prices to the rest of the field shows SugarCRM to be among the more expensive CRMs we tested, though it's also the most feature-rich outside of our Editors' Choice winners, which include Apptivo CRM, Salesforce, and Zoho CRM. It also has arguably the best integration between its CRM, marketing, and service desk modules out of those three contenders, though you'll need to do throw in significant programming muscle to make that happen. Zoho won't integrate those features quite as tightly, but then it won't require much developer expense either.
Dollar for dollar, Zoho CRM blows the doors off SugarCRM on the pricing side, with its lowest tier running just $14 per user per month, and its Ultimate tier only jumping up to $52 per user per month. Salesforce is a more favorable comparison. Although its low-end plan starts at $25 per user per month, the tier most comparable to Sell Premier costs $150 per user per month. The Salesforce Unlimited tier costs an eye-opening $300 per user per month.
Complex, Expensive, and Excellent
SugarCRM is for customers who want to squeeze every last benefit they can from their CRM. That means not just ponying up for a higher price tag, but also devoting significant implementation time (as well as development and business process talent that may cost extra).
If you're in the market for a "quick-fix" CRM aimed at a smaller business that just needs CRM features fast, then SugarCRM is definitely not for you. This is a meaty platform that'll require both money and patience if you want to get the most out of it. This is an old-school CRM; to get the full benefit of your SugarCRM investment, you'll need time and a good programming resource, though Sugar can help with that at higher support levels. That time will be devoted to fully understanding how your salespeople do their jobs, how your business feeds that process, and then mapping and customizing SugarCRM's features so they can help. That'll take time for planning, development, and testing. And, yes, that means it'll probably cost more than what's in the basic pricing tiers, too.
Still, if you're looking to make a long-term commitment to a CRM that's regularly updated with competitive features, and you're willing to jump those initial hurdles, SugarCRM is a worthwhile alternative to Salesforce or Zoho.
SugarCRM Sugar Sell
(Opens in a new window)Check Price(Opens in a new window)
Deep feature set
AI-powered data analysis
Useful Dashlet reports
Tightly integrated with help desk and marketing platforms
Great developer tools for customization
Complex enough to require a significant learning curve for new users
Stodgy list-based UI
Expensive, especially at the higher pricing tiers
The Bottom Line
SugarCRM is complex and expensive, but it is one of the most feature-rich CRMs we tested. If you're looking for a long-term CRM commitment, and you're willing to jump through significant implementation hoops to get there, then SugarCRM could be a fine fit.
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Is SugarCRM any good? ›
SugarCRM is a highly regarded CRM platform that is well-suited for businesses of all sizes looking to improve their customer relationship management processes. It's strong capabilities for sales and marketing automation and It's customizable interface that allows users to tailor the platform to their specific needs.What are the limitations of SugarCRM? ›
File Upload Limits
Administrators can configure this limit via the Maximum Upload Size setting in Admin > System Settings. By default, the application's Maximum Upload Size setting is set to 30000000 bytes, which is equivalent to 30MB, so the default upload limit will be 30MB on a fresh SugarCloud instance.
Note: Sugar Serve is SugarCRM's customer support solution and Sugar Sell is SugarCRM's sales-automation solution, which comes in three editions: Premier, Advanced, and Essentials. Each edition of Sugar Sell includes different subsets of CRM capabilities delivered on the SugarCloud.How does SugarCRM work? ›
As the goal of a business is to convert leads and generate revenue, SugarCRM tracks your new and existing business leads, converts these leads into opportunities and relates these new opportunities to the accounts, contacts, and employees in charge of selling to those accounts.How much does SugarCRM pay? ›
Sugarcrm pays an average salary of $85,563 and salaries range from a low of $72,890 to a high of $100,007.Who is SugarCRM owned by? ›
|Founder||Clint Oram, John Roberts, Jacob Taylor|
SugarCRM is a Social CRM tool that includes full sales, marketing and support automation, email integration, reporting, team... SuiteCRM is an open source, modular CRM that can be configured for sales, marketing, IT or service departments in any industry,...Is SugarCRM a Salesforce? ›
SugarCRM is one popular Salesforce alternative in the CRM world that is worth considering. The Silicon Valley-based software company has positioned itself as a "large business" CRM that benefits from stellar customer support and offers a lot of the advanced features some companies look for.What database does SugarCRM use? ›
All Sugar products support the MySQL and Microsoft SQL Server databases.Is selling of sugar a profitable business? ›
It is a very lucrative business but it takes almost 12 months before harvesting. You have to be taking good care of the farm by removing weeds regularly if you want it to grow well or else, the weeds will take up the whole farm and the farmer will be left with little or no sugar cane for his effort.
Is sugar business lucrative? ›
It is a sector with profitable investments as seen in the number of investors currently doing business in the industry.How much is the sugar business worth? ›
What is the market size of the Sugar Processing industry in the US in 2023? The market size, measured by revenue, of the Sugar Processing industry is $13.2bn in 2023.How to make money from CRM? ›
- Manage Your Leads' Data to Earn More Profit. ...
- Analytical Reports Could Be Your “Earn More Profit” Guide. ...
- Monitor Your Team to Earn More Profit. ...
- Targeting Makes You Earn More Profit. ...
- How to Earn More Through Customer Service. ...
- 3 Ways to Attract More Profit Increase.
Starting in 2004, SugarCRM brought to market an easy to use, open source customer relationship management software for sales and marketing professionals and businesses as a free CRM.How many companies use SugarCRM? ›
With a client base of over 5000 companies worldwide, SugarCRM clients are most widely found in the Computer Software industry.Where is SugarCRM headquarters? ›
SugarCRM is headquartered in Cupertino, CA and has 5 office locations located throughout the US.How much sugar cosmetics employees earn? ›
|Product Development salaries - 1 salaries reported||₹600,000/yr|
|Key Accounts Executive salaries - 1 salaries reported||₹377,986/yr|
|Marketing salaries - 1 salaries reported||₹875,000/yr|
|Assitant Manager salaries - 1 salaries reported||₹948,000/yr|
A calculated field uses a formula to derive its value based on the values of other fields as well as mathematical or logical operators. A dependent field uses a formula to determine whether or not the field should be displayed. These formulas are automatically recalculated when the record is updated.What are the reports in SugarCRM? ›
Sugar's Reports module allows users to build, generate, and manage reports for modules such as Accounts, Contacts, Calls, etc. Reporting is a valuable tool in Sugar as users can gather data from various modules to generate vital information for their organization.How many employees does SugarCRM have? ›
sugarcrm has 500 employees What industry does sugarcrm belong to? sugarcrm is in the industry of: Customer Relationship Management (CRM) Software, Software Development & Design, Software What is sugarcrm competition?
When did SugarCRM start? ›What is the disadvantage of SuiteCRM? ›
SuiteCRM is not as polished or aesthetically pleasing as some of the others in this space. Feature for feature it's a good alternative but many of the features either lack intuitiveness or depth or ease of use. They feel rushed and would do better with maturation.What is the best CRM out there? ›
- Salesforce Sales Cloud.
- HubSpot Sales Hub.
- monday sales CRM.
- ActiveCampaign for Sales.
- Apple CRM. Customer Relationship Management plays a pivotal role in Apple's growth strategy. ...
- Coca-Cola CRM. ...
- Amazon CRM. ...
- Activision CRM. ...
- Tesco CRM.
From small businesses to FORTUNE 500** companies, over 150,000 Salesforce customers are flourishing on our secure, scalable cloud platform. That's why we're the leading enterprise software company for managing customer relationships. * Source: IDC, Worldwide Semiannual Software Tracker, October 2022.Is Salesforce the #1 CRM? ›
Align customer needs and grow your business with Salesforce Customer 360, the world's #1 CRM.What is the difference between SugarCRM enterprise and professional? ›
The Enterprise edition comes with two free sandboxes, whereas Professional only comes with one. Many clients like having two sandboxes because it allows them to better organize their experiments.Is SugarCRM open source? ›
SugarCRM is an open source customer relationship management suite. It was first distributed in 2004 and SugarCRM, Inc. has since continued to develop and maintain it. The vendor is based in Cupertino, California.What databases does Tesla use? ›
- MySQL. Starting off we have MySQL, this is a very popular open-source relational database system, this specific database is used by tons of companies all across the world. ...
- Oracle. ...
- PostgreSQL. ...
- MongoDB. ...
- MS SQL Server.
What is the highest salary in sugar industry? ›
What is the highest salary in Sugar Factory? The highest-paying job at Sugar Factory is a Shift Engineer with a salary of ₹3.2 Lakhs per year. The top 10% of employees earn more than ₹4.40 lakhs per year. The top 1% earn more than a whopping ₹18.63 lakhs per year.What company buys the most sugar? ›
Coca-Cola is the world's biggest buyer of sugar and sells 25 percent of the world's soft drinks. PepsiCo sells 18 percent of all soft drinks worldwide.Is sugar industry a good investment? ›
The administration has set the goal of integrating 10% ethanol under the EBP by 2022 and 20% by 2025 in order to support this. Since it can now use the extra ethanol generated as part of the EBP program and profit from higher margins, the sugar industry has significantly profited.
Moreover, as sugar-based products are in high demand in growing economies like India, the European Union, and China, the market is also expanding due to increasing disposable incomes, urbanization, and changing eating patterns.Is there a demand for sugar? ›
During the 2021/2022 crop year, the Philippines reported the highest demand for raw sugar amongst all other sugar types, amounting to about 1.9 million metric tons. This was lower than the total reported demand in the previous crop year.Which sugar industry to invest in? ›
Shree Renuka Sugars Ltd.
This midcap sugar stock has shown phenomenal returns and can be a good buy for an investor as it has gained over 604%in price in the last 3 years. It is an agribusiness and bioenergy company that is engaged in sugar production, processing, distillery operations and ethanol production.
|2.||Cosan SA Industria & Comercio||Brazil|
|3.||British Sugar Plc||UK|
|4.||Tereos Internacional SA||France|
India has emerged as the world's largest producer and consumer of sugar as well as the world's second largest exporter of sugar by producing more than 5000 Lakh Metric Tonne (LMT) sugarcane.Who is the biggest sugar maker? ›
India. For the second time in five years, India managed to take the top spot from Brazil. The world's largest consumer of sugar produced 36 million tonnes of it in 2021/22 – almost six million more than the previous season. India exports raw and refined sugar, typically low-quality white sugar.How much money do you earn for every $1 spent on CRM? ›
Thankfully there are some easy ways to calculate this by using this simple formula. Remember that a CRM will generate an average of an additional $8.71 for every dollar invested. This means that some companies get a far better ROI for their CRM implementation, and others are not getting any money back at all.
Does CRM pay well? ›
The salaries of CRMs in the US range from $20,250 to $129,700 , with a median salary of $64,550 . The middle 50% of CRMs makes $53,030, with the top 83% making $129,700.Is CRM a high paying job? ›
An Entry Level CRM with less than three years of experience earns an average salary of ₹2.4 Lakhs per year. A mid-career CRM with 4-9 years of experience earns an average salary of ₹4 Lakhs per year, while an experienced CRM with 10-20 years of experience earns an average salary of ₹6.2 Lakhs per year.How much does SugarCRM cost monthly? ›
SugarCRM costs start at $52 per user per month and can be as high as $1,000 per month. Is the customizable CRM worth it? SugarCRM costs start at $52 per user per month and can be as high as $1,000 per month, though the most popular plans come in at $80 per user per month.Who is the largest CRM vendor? ›
Salesforce is the leading vendor in the customer relationship management (CRM) applications market worldwide with a market share of 23.8 percent in 2021. The company leads the market with a big margin: next in line to Salesforce are SAP, Microsoft, and Oracle with around five percent shares of the market.Who is the world's largest CRM vendor? ›
The purpose of a CRM software tool is to manage all interactions and communications with present and future customers. Microsoft is the largest CRM company in the world, at 1.8 trillion.What was the biggest advantage that SugarCRM brought to Materion? ›
Materion chose the Sugar platform over other leading CRM solutions because it provided easy-to-configure dashboards to track NBOs, gather real-time data and link supply chains. The company's IT staff was comfortable with Sugar On-Demand cloud deployment for easy, secure access for employees in any country.Who is number one in CRM? ›
Salesforce CRM is one of the world's leading cloud-based CRM tool/software which provides creative CRM solutions that can be effectively used for all the business requirement companies from high scale enterprises to small start-ups. Salesforce CRM is based on cloud, scalable and in turn very easy to use too.What does SugarCRM integrate with? ›
CRM Integrations Sales and Marketing are Better Together
Sugar Market natively integrates with more CRMs than any other marketing automation platform: Sugar Sell, Salesforce, Microsoft Dynamics, Infor, Sage, NetSuite and Bullhorn.
Paid customer relationship management (CRM) systems cost start from around $12 per user, per month for small businesses. More advanced packages for larger enterprises range from $50 to $150 per user, per month, while the most expensive CRM systems charge $300 per user, per month, or more.What language is SugarCRM written in? ›
Originally, Sugar® was written on the LAMP stack (i.e. Linux, Apache, MySQL, and PHP), but has since added support for every operating system on which the PHP programming language runs, for the Microsoft IIS web server, and for the Microsoft SQL Server, IBM® DB2®, and Oracle databases.