SugarCRM Customer Reviews 2024

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SugarCRM

Composite Score

8.2 /10

CX Score

8.5 /10

114 Reviews Write a Review

What is SugarCRM?

At Sugar, we know that things work differently at an enterprise scale. Leverage Enterprise’s core capabilities as a baseline for highly tailored applications. Orchestrate complicated, multi-user and multi-system processes. With Enterprise, Sugar provides the tools to adapt your CRM to your business.

Company Details

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Awards & Recognition

SugarCRM won the following awards in the Customer Relationship Management - Midmarket category

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1 Top Rated Capabilities

3 Top Rated Features

Latest Award, 2024

1 Top Rated Capabilities

1 Top Rated Features

2023

2023 Emotional Footprint Champion

2023

Contract Negotiation
Conflict Resolution

2023

2022 Data Quadrant Gold Medalist

2022

1 Top Rated Capabilities

1 Top Rated Features

2022

2022 Emotional Footprint Champion

2022

Service Experience
Contract Negotiation
Conflict Resolution

2022

2021 Data Quadrant Gold Medalist

2021

SugarCRM Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on SugarCRM.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

85 Likeliness to Recommend

92 Plan to Renew

85 Satisfaction of Cost Relative to Value

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+92 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love SugarCRM?

1% Negative

5% Neutral

94% Positive

Pros

Caring
Fair
Trustworthy
Generous Negotitation

Feature Ratings

Average 83

Lead Management

Account and Contact Management

Mobile

Collaboration

Customer Service Management

Activity and Workflow Management

Sales Management

Quote Contract and Proposal

Marketing Management

Telephony and Call Center Management

Analytics and Reporting

Vendor Capability Ratings

Average 82

Ease of Customization

Ease of IT Administration

Ease of Implementation

Usability and Intuitiveness

Quality of Features

Ease of Data Integration

Business Value Created

Product Strategy and Rate of Improvement

Breadth of Features

Availability and Quality of Training

Vendor Support

SugarCRM Screenshots

SugarCRM Downloads

sugar-enterprise-on-premises-crm-overview (1)

sugar-sell-sales-crm-overview-en (1)

case-study-casabaca-toyota

case-study-e2b-teknologies

case-study-star2star

case-study-bishop-wisecarver

SugarCRM Videos

SugarCRM Reviews

Dave F.

Role: Sales Marketing
Industry: Manufacturing
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Aug 2021

Very flexible and cost effective solution!

Likeliness to Recommend

8 /10

What differentiates SugarCRM from other similar products?

Open ended system and cost effective.

What is your favorite aspect of this product?

Being able to customize it.

What do you dislike most about this product?

Integrations can be slow.

What recommendations would you give to someone considering this product?

Look at what your organizations needs are and look at all the options.

Pros

Enables Productivity
Security Protects
Helps Innovate
Continually Improving Product

Susan C.

Role: Industry Specific Role
Industry: Retail
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Aug 2021

SugarCRM Review

Likeliness to Recommend

9 /10

What differentiates SugarCRM from other similar products?

I have not worked with similar customer relationship tools before.

What is your favorite aspect of this product?

Our customers always finds it easy to access our services from this great product at their own phase. Data of our customers is securely kept for reporting, planning for our production and service delivery.

What do you dislike most about this product?

I have nothing to dislike from the performance of this platform.

What recommendations would you give to someone considering this product?

This product is very effective in marketing and managing sales in any organization.

Pros

Continually Improving Product
Inspires Innovation
Caring
Saves Time

Kristjan G.

Role: Information Technology
Industry: Technology
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Aug 2021

Very easy to use and priced fairly.

Likeliness to Recommend

9 /10

What differentiates SugarCRM from other similar products?

Very customizeable

What is your favorite aspect of this product?

How customizeable it is

What do you dislike most about this product?

Some modules are way out of date and need refreshing

What recommendations would you give to someone considering this product?

Give SugarCRM a very good look and comparison before moving on. It is well worth the price and does check perfectly into many boxes.

Pros

Continually Improving Product
Caring
Helps Innovate
Reliable

How We Deliver

SugarCRM

What is SugarCRM?

Company Details

Need Assistance?

Awards & Recognition

2023 Emotional Footprint Champion

2022 Data Quadrant Gold Medalist

2022 Emotional Footprint Champion

2021 Data Quadrant Gold Medalist

SugarCRM Ratings

85 Likeliness to Recommend

92 Plan to Renew

85 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+92 Net Emotional Footprint

How much do users love SugarCRM?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Lead Management Track and optimize prospective customers through lead generation, customer inquiry and capture, filtering, grading distribution, and contact/lead nurturing.

Account and Contact Management Customizable records with customer demographic information, account history, and billing information.

Mobile Ability to support multiple devices, OSes and platforms using mobile optimized, HTML-based web access and/or native applications.

Collaboration Includes ability to view, share and direct work between co-workers in real or near real-time.

Customer Service Management Includes case and ticket management, automatic escalation rules, advanced resolution tools, multi-channel integration, and in-band response capabilities.

Activity and Workflow Management Text or code-based and visual workflow designers.

Sales Management Lead gen, pipeline management, team & geography-based assignment. Compensation & contract management. Ability to pull customer data from the social cloud.

Quote Contract and Proposal Includes web portals, quoting capabilities, order tracking and fulfillment, and rapid deployment templates for e-commerce sites.

Marketing Management Multi-channel campaign management and analytics, budget tracking, click-to-lead capabilities, and social property management, keyword mining, and analytics.

Telephony and Call Center Management Computer-telephony integration for bringing call info into the CRM suite. Advanced call recording, scripting, queuing, and Interactive Voice Response (IVR).

Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

SugarCRM Screenshots

Sell ScreenShot_Victoria Tsai_laptop

SugarCRM Downloads

sugar-enterprise-on-premises-crm-overview (1)

sugar-sell-sales-crm-overview-en (1)

case-study-casabaca-toyota

case-study-e2b-teknologies

case-study-star2star

case-study-bishop-wisecarver

SugarCRM Videos

Reinventing CRM: Let the Platform do the Work

SugarConnection 2019 Cireson | SugarCRM Event Takeaways

Star2Star and SugarCRM

Introducing High-Definition Customer Experience (HD-CX)

SugarCRM Reviews

Dave F.

Very flexible and cost effective solution!

Likeliness to Recommend

Pros

Susan C.

SugarCRM Review

Likeliness to Recommend

Pros

Kristjan G.

Very easy to use and priced fairly.

Likeliness to Recommend

Pros

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Title

Feature Ratings

Lead Management

Account and Contact Management

Mobile

Collaboration

Customer Service Management

Activity and Workflow Management

Sales Management

Quote Contract and Proposal

Marketing Management

Telephony and Call Center Management

Analytics and Reporting

Vendor Capability Ratings

Ease of Customization

Ease of IT Administration

Ease of Implementation

Usability and Intuitiveness

Quality of Features

Ease of Data Integration

Business Value Created

Product Strategy and Rate of Improvement

Breadth of Features

Availability and Quality of Training

Vendor Support