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) Download

SugarCRM Videos

SugarCRM Reviews

John U.

Role: Information Technology
Industry: Banking
Involvement: Vendor Management and Renewal

Validated Review

Verified Reviewer

Submitted Oct 2020

Easy to use

Likeliness to Recommend

8 /10

What differentiates SugarCRM from other similar products?

It is very fast and has a good AI which integrates with all systems

What is your favorite aspect of this product?

Its simplicity

What do you dislike most about this product?

It's a bit expensive

What recommendations would you give to someone considering this product?

It is highly effective

Pros

Helps Innovate
Continually Improving Product
Reliable
Enables Productivity

Hugo Arturo D.

Role: Human Resources
Industry: Manufacturing
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Sep 2020

good product if you do not requiere a lot from it

Likeliness to Recommend

7 /10

What differentiates SugarCRM from other similar products?

focus on the market that we already develop

What is your favorite aspect of this product?

easy to integrate with other databases that feed the system

What do you dislike most about this product?

it does not easy to configure accodring with the enterprise requirements

What recommendations would you give to someone considering this product?

if you want to implement a crm at low cost, maybe sugarcrm is the software indicated... but it is for beginners or entreprises with no high demand relations with customres

Pros

Client Friendly Policies
Helps Innovate
Reliable
Trustworthy

Robin M.

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

Validated Review

Verified Reviewer

Submitted Mar 2020

Great product! Easy to use!,

Likeliness to Recommend

10 /10

What differentiates SugarCRM from other similar products?

Ease of use and training

What is your favorite aspect of this product?

Sales mgmt

What do you dislike most about this product?

Nothing. Love it!

What recommendations would you give to someone considering this product?

Super easy to use!

Pros

Helps Innovate
Continually Improving Product
Enables Productivity
Trustworthy

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

John U.

Easy to use

Likeliness to Recommend

Pros

Hugo Arturo D.

good product if you do not requiere a lot from it

Likeliness to Recommend

Pros

Robin M.

Great product! Easy to use!,

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