SugarCRM CRM & Customer Interaction

Photo drs. Caroline Raaijmaakers
Author: drs. Caroline Raaijmaakers
CRM Software specialist
Table of Contents

In this background article, we give a rough outline of our recently updated, independent CRM & Customer Interaction study of the software vendor SugarCRM and its product portfolio (such as Sugarcrm One). SugarCRM CRM & Customer Interaction scores better in our survey than ServiceNow but slightly worse than Microsoft. Of all the categories in our study, SugarCRM scored the best in reporting and scored the lowest on customer service management. We have been able to establish this objectively. Within the context of CRM & Customer Interaction, we have put together the main advantages and disadvantages of SUGARCRM Platform, and group them by component (customer relationship management). We also point out the highlights of the main products such as Sugarcrm One et cetera.

How does SugarCRM CRM & Customer Interaction score on certain components?

In our study, we also inspected the various software products of SugarCRM software. We evaluated SugarCRM CRM & Customer Interaction on no less than 180 criteria. The bar chart below illustrates the pros and cons of SUGARCRM Platform, in general terms. Please note that Passionned Group is 100% independent of the software vendors in our research. We do not sell licenses, we do not make deals or have any ties to the vendor. Among other things, we help and advise companies in the proper selection of CRM systems.

Score of SUGARCRM Platform software.Figure 1: Strength-weakness analysis of the supplier SugarCRM CRM & Customer Interaction. You can get a maximum score of 100 percent. Source: The CRM & Customer Interaction Guide 2024. Do you need additional information about the research justification? Click here to download this guide.

The SugarCRM analysis was made possible by intercepting big data and from there it was analyzed in-depth. More than 278 documents were analyzed for this vendor. In this analysis process, both machine learning models as the subject matter expertise of a CRM consultant played a distinguished role in establishing the final results.The CRM & Customer Interaction Guide 2024 Image of The CRM & Customer Interaction Guide 2024In our 100% vendor-independent CRM & Customer Interaction Guide we have collected all the ins and outs of SugarCRM for you. You get access to hundreds of (shorter) trainings, tech talks, demos, lectures, tutorials, and so on and always have the latest CRM news. In addition, this guide helps you in to further develop your knowledge about CRM & Customer Interaction.SugarCRM in our CRM & Customer Interaction Guide

SugarCRM and their complete CRM & Customer Interaction product portfolio

The software company SugarCRM carries (a minimum of) 2 products in the realm of CRM & Customer Interaction. In order of relevance we rank and describe the products below:

What is SUGARCRM Platform?

We do not display here all the features but, in this paragraph, we provide a description of SUGARCRM Platform, including some of its features and any related products. This product group consists of Sugarcrm One. SUGARCRM Platform can be characterized by the following features:

  • account
  • account management
  • all-in-one marketing automation
  • app marketplace
  • automation platform
  • customer relationship management
  • customer service
  • marketing automation
  • marketing automation platform
  • sales automation

Do you want to know the intricacies of all features (100+) of SUGARCRM Platform? Download directly our CRM & Customer Interaction Guide™ 2024 here.

Do you want to hire an experienced SUGARCRM Platform specialist?

Do you want to hire a freelance SUGARCRM Platform developer who is subject matter expert, and implement a professional SUGARCRM Platform application? Our specialists are happy to assist you. Indeed, hiring SUGARCRM Platform developers is not always expedient. Leave a message here and we will explore the business opportunities for you.

Screen shot of SUGARCRM Platform software.
Picture of SUGARCRM Platform tools.
SUGARCRM Platform in action
Figures 2, 3 and 4: Several images show the operation of SUGARCRM Platform. Click on an image to enlarge it. Credits: SugarCRM & partners.

What is Sugarcrm One?

In this paragraph, we describe the key elements of Sugarcrm One, including some of its features and any related products. The Sugarcrm One can be characterized by the following functionalities:

  • customer relationship management
  • customer service
  • manage leads
  • sales management

Are you curious about all the functionalities (100+) of Sugarcrm One? Download the CRM & Customer Interaction Guide™ 2024 here.

Screen shot of Sugarcrm One software.
Picture of Sugarcrm One tools.
Sugarcrm One in action
Figures 5, 6 and 7: Overlying figures show the operation of Sugarcrm One. Click on the image to make it bigger. Credits: SugarCRM & partners.

SUGARCRM Platform tools and the version history

Over time, SugarCRM has seen a stable development with respect to CRM & Customer Interaction functionality.

We reviewed SugarCRM’s latest updates of its complete product portfolio. As far as we can tell, SugarCRM does not use an identifiable version numbering system.

What are the licensing costs of Sugarcrm One?

It is difficult to determine exactly what a license of Sugarcrm One costs because it depends on the country, the number of users (also consider the amount of CPUs for server versions), the connectors to data sources, and at what point in the year you request a quote. And before the end of a fiscal quarter of SugarCRM, you may be able to look forward to a decent discount. As part of a cloud-first strategy, it makes sense to run the software in the cloud. Often you only pay for what you consume in resources. The purchase cost of Sugarcrm One may not be the single largest expense, but maintenance and support do put a strain on your budget each year.

What makes SugarCRM CRM & Customer Interaction distinctive

In our study, we see that SugarCRM in the field of CRM & Customer Interaction software has a few specific features which emerged distinctively in our research. This makes SUGARCRM Platform more or less unique: marketing automation platform, all-in-one marketing automation, quote management, pipeline chart, and hot lead.

The advantages and disadvantages of SUGARCRM Platform

Tag cloud of the SUGARCRM Platform tools.Figure 8: Tag cloud of the pluses and minuses of SugarCRM CRM & Customer Interaction

In the following paragraphs, we name all the advantages and disadvantages of SugarCRM CRM & Customer Interaction, Sugarcrm One, et cetera. The listing in the following paragraphs is subject to change, because: SugarCRM can currently work to improving existing and developing functionality that closes the gaps in the product portfolio at this time (such as support for field service management, ticketing system, contact management, document management, ecommerce, infrastructure, helpdesk, complete tasks, customer service management, and small businesses). In addition, documentation may lag behind current events.

Share your experience with SugarCRM CRM & Customer Interaction

Write a review about SugarCRM CRM & Customer Interaction here. Your observations may then be brought along in an even more objective assessment of the scores of SUGARCRM Platform.

1. SugarCRM Reporting

79%

The company has a good performance in our current CRM & Customer Interaction survey on the subject ‘Reporting’, given that they score 79% on this, compared to other vendors. We looked at the following criteria, among others: CRM analytics, bounce rates, and advanced reporting. In total, we examined 11 features within this discipline. Would you like to go into more depth with the topic ‘Reporting’? Then download here our CRM & Customer Interaction Study 2024.

2. SugarCRM Lead Management

77%

The company has a good score in our study on the section ‘Lead Management’ with a score of 77%, relative to other vendors. We used the following selection criteria: lead generation, lead conversion, and lead qualification. In total, we examined 12 features within this discipline. Would you like to learn more about the topic ‘Lead Management’? Then download here our CRM & Customer Interaction Guide. Or take a deep dive in the following content:

3. SugarCRM Automation Platform

76%

The company has a good score in our objective CRM & Customer Interaction survey on the section ‘Automation Platform’. The company scores 76% on this topic, relative to other vendors. We looked at the following criteria, among others: low-code, marketing automation, and no-code. In doing so, we analyzed the following products: SUGARCRM Platform. In total, we examined 28 criteria in this category. Are you excited about the topic ‘Automation Platform’? Then download here our CRM & Customer Interaction Guide 2024.

4. SugarCRM Campaign Management

74%

SugarCRM has a good score in our objective CRM & Customer Interaction survey on the subject ‘Campaign Management’ with a score of 74%, relative to other vendors. We considered the following factors: email marketing, email campaigns, drip campaigns, and direct marketing. In total, we examined 25 criteria within this section. Would you like to go into more depth with the topic ‘Campaign Management’? Then download here our CRM & Customer Interaction Guide.

5. SugarCRM Infrastructure

70%

The vendor SugarCRM has a good rating in our study on the section ‘Infrastructure’, given that they score 70% on this, compared to other vendors. We looked at the following criteria, among others: on-premises, master data management, email integration, document management, mobile crm, and customizable layouts. In total, we examined 56 features within this discipline. Are you excited about the topic ‘Infrastructure’? Then download here our CRM & Customer Interaction Guide 2024.

6. SugarCRM Customer Relationship Management

69%

SugarCRM has a good score in our objective CRM & Customer Interaction survey of the theme ‘Customer Relationship Management’ with a score of 69%, relative to other vendors. We considered the following factors: search, customer interactions, and b2c. In total, we examined 25 criteria within this section. Would you like to learn more about the topic ‘Customer Relationship Management’? Then download here our CRM & Customer Interaction Guide 2024. Or take a deep dive in the following content:

7. SugarCRM Customer Data

63%

SugarCRM has a good performance in our independent CRM & Customer Interaction guide on the section ‘Customer Data’, given that they score 63% on this, compared to other vendors. We looked at the following criteria, among others: custom fields, appointment, customer data platform, and customer information. In total, we examined 45 criteria in this category. Would you like to learn more about the topic ‘Customer Data’? Then download here our CRM & Customer Interaction Study 2024.

8. SugarCRM Sales Management

61%

SugarCRM has a good performance in our objective CRM & Customer Interaction survey on the section ‘Sales Management’ with a score of 61%, relative to other vendors. We considered the following factors: ecommerce, opportunity management, customer journeys, customer lifetime value, goal management, sales order management, and quote management. In total, we examined 51 criteria in this category. Would you like to go into more depth with the topic ‘Sales Management’? Then download here our CRM & Customer Interaction Guide 2024.

9. SugarCRM Data Quality

45%

The company has a moderate performance in our current CRM & Customer Interaction survey on the section ‘Data Quality’, given that they score 45% on this, relative to other vendors. We looked at the following criteria, among others: merge duplicate, data cleansing, and duplicate search. In total, we examined 16 features within this discipline. Would you like to learn more about the topic ‘Data Quality’? Then download here our CRM & Customer Interaction Guide.

10. SugarCRM Task Management

39%

SugarCRM has a moderate score in our objective CRM & Customer Interaction survey on the subject ‘Task Management’ with a score of 39%, relative to other vendors. We looked at the following criteria, among others: automate tasks, complete tasks, automate routine tasks, and automated task. In total, we examined 13 criteria in this category. Are you excited about the topic ‘Task Management’? Then download here our CRM & Customer Interaction Guide 2024.

11. SugarCRM Customer Service Management

32%

The vendor SugarCRM has a moderate score in our 100% vendor-independent CRM & Customer Interaction study on the section ‘Customer Service Management’ with a score of 32%, relative to other vendors. We looked at the following criteria, among others: customer service, helpdesk, and case management. In total, we examined 9 criteria within this section. Would you like to go into more depth with the topic ‘Customer Service Management’? Then download here our CRM & Customer Interaction Guide 2024.

Want to know more? Then order the CRM & Customer Interaction Guide™ 2024 here

In which sectors is SugarCRM CRM & Customer Interaction most active?

In our current CRM & Customer Interaction survey, we also found out at which industries a vendor operates in. These are the industries where SugarCRM is frequently used: banking, education, governments, insurance, manufacturing, public sector, and telecom.

SugarCRM software is most used by…

The CRM & Customer Interaction software from SugarCRM is most often mentioned in combination with the following functions/roles: business development, marketing teams, and service agents.

Hire a competent SugarCRM expert

Training and incompany training SugarCRM CRM & Customer Interaction

The teachers of Passionned Group give various trainings in the field of CRM & Customer Interaction but can also provide specific SugarCRM training, for example as in-company. The following software solutions are addressed: Sugarcrm One. Of course, such training is framed with the ideas of the intelligent, data-driven organization.

In conclusion: SUGARCRM Platform scores high

SugarCRM has a minimal product portfolio with which it scores high in our CRM & Customer Interaction survey. SugarCRM CRM & Customer Interaction innovates (approximately) at an average rate of less than 5 features per year, is active (for now) in many different sectors, and has developed best in reporting.

About Passionned Group

logo of Passionned Group, the SugarCRM CRM & Customer Interaction specialistPassionned Group concentrates on 100% independent CRM & Customer Interaction consulting and the implementation of CRM & Customer Interaction solutions. Our driven and passionate consultants help small and larger organizations to advance as intelligent, data-driven organizations.

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