User Reviews Overview
About SugarCRM
SugarCRM is a cloud-based application for handling sales automation, marketing automation, account management and customer relationship management needs. SugarCRM offers features such as customizable home pages, a new-user...
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- Industry: Computer Software
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
SugarCRM for great for the marketing emails.
SugarCRM is so great software because it really help us to taking our sales process more faster. It really allow the small business companies to track sales, invoices, bills and market to our customers in a better way. This CRM is so easy to use just because of its great users interface. Hence, SugarCRM software makes my life so much easier.
Pros
SugarCRM is one of the best marketing platform which really help small business to grow faster and that's why it is also known as the business market smarter software. The best thing about this software is that it always provide the best customer relationships marketing software. We have been use the SugarCRM software foor the sales and marketing purpose because it has the great ability to customization's. Hence, the users interface is very responsive and the well designed.
Cons
The first obvious thing I don't like about this software is that SugarCRM does not have a users-friendly users interface software. The another problem that we faced is that it take a lot of time to setup the everything but the documentations is always great. When we started using this software then we don't find the file manager as so intuitive.
- Industry: Information Technology & Services
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
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Review Source
Indeed a great CRM with effective results
Overall my experience with this CRM is great. I am using it daily and I can say that my daily work is incomplete without it. It is so simple to use and provides amazing results for reports and dashboards, their customer's support team is very responsive.
Pros
I am using it for more than three years and like almost everything about it. This CRM is very easy to use because of its simple design and easy to use user interface. I like the way SugarCRM provides reports and dashboards which is very easy to understand. SugarCRM provides secruity of data and information and now I can handle the different campaigns, create a different campaign for anyone and even get a complete picture of it very easily.
Cons
I would like to highlight one thing that I dislike about it which is its overall cost. A small organization may not afford this CRM but overall it is worth to spend on it.
Reasons for Switching to SugarCRM
We choose this because it has strong customer support team and it is less expensive compared to there products.- Industry: Financial Services
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
SugarCRM Enterprise Analysis
Being an open source CRM app with flexible deployment options makes SugarCRM unique and a standalone in the CRM space. However, allowing for such flexibility should require the utmost discipline regarding release schedules, changes to code (especially caching mechanisms), and overall system recommendation documentation provided by SugarCRM, the company. This is not currently happening.
Stock code base is fairly solid but when customizations are added, significant caching issues arise. There are also various areas of the app that still retain antiquated layouts (bwc modules). These issues make the app confusing and unreliable at times.
Support should be more tenacious when attempting to find resolution to cases - don't just post a note or two, wait a period of time and close the case. CALL the customer - email the customer - do whatever it takes to get CONFIRMATION from the customer that the issue is resolved.
Create a server side integration to Outlook...we are a 50/50 Mac/PC shop and email archiving is incredibly inconsistent.
Overall Studio is a great tool (when caching works appropriately). It does allow us to create without developers on staff.
Pros
Studio (when it works)
Open source flexibility
Cons
Caching mechanisms
Lack of long term release schedule and small version life cycles
Support not owning the initiative of resolving cases
Response from SugarCRM
John,
First off, thanks for being a long time Sugar user. Kasasa's use case is very in-depth and a model of what our flexible platform can achieve.
Regarding the server-side email - have you looked at Riva? https://sugarexchange.sugarcrm.com/apps/21848#!overview Also, I know we are working on server-side versions of the Outlook plugin, but release date is TBD.
Thanks again for your honest and thorough review - we always strive to make the product the best we can and provide the level of service you expect. Email me at any time to discuss further at [email protected]
Sincerely,
Martin Schneider
Head of Product Evangelism, SugarCRM
Top SugarCRM Alternatives
- Industry: Marketing & Advertising
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Fantastic community edition
Pros
We use the free self install community edition and it is perfect for our small business needs. Keeps track of all customers and sales.
Cons
We are very happy with all aspects of the CRM system.
- Industry: Information Technology & Services
- Company size: 2–10 Employees
- Used Weekly for 2+ years
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Review Source
Ok application, better, cheaper alternatives exist
It is an OK application, Sugar has stood still in time and, when you consider the app out of the box, its pretty much standard. Sugar has divided its stack into various products for marketing, for sales, for support only making it a very expensive when you consider other options in the market
Pros
Very stable, solid
easy to use, administer
Easy to implement and deploy
Reporting is good and allows fro complex reports to be built
Cons
It has not changed in a looong time (perhaps years?)
For the functionality, it is expensive - better options exist
Marketing is poor (unless you go for Sugar marketing apps which are expen$ive!)
Reasons for Switching to SugarCRM
At the time, the other options were not developed enough. Today, they far-surpass Sugar. Today, I would not go for Sugar at all...
- Industry: Information Services
- Company size: 51–200 Employees
- Used Daily for 1+ year
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Review Source
A complete history of calls, emails, and customers in one location only
SugarCRM offers you a way to monitor all the clients and leaflet details so you can keep everyone within the business on the same page, from ads to distribution to support to everyone to work with a system to get a detailed view of what is going on for each and every customer and future buyers. This is where I can show the details that are most important for my day, whether it is my channeling of potential clients, the weekly operation and predictions from my staff, or my allocated customer service cases. The home page can be personalized for any division of Sample with exactly the right details for every user. The browser bar at the top of the screen is the preferred position, but it can be placed sideways, floating or at the bottom.
Pros
The software provides a robust search feature that allows you to search by name, phone number, and other data values that I need. A standard profile account view would highlight the key information in the configuration of the presentation card, which may include phone number categorizations and to whom the account is allocated, for example. Admin software provided with SugarCRM enables the setup of each screen such that The company wants, including adding personalized infinite areas, changing values on any deployable list, and arranging everything and all. Another main way in which I can use SugarCRM phones or tablets when out of the office, helps you to extract some data through searches and tables, you can quickly call a contact and when you have a call.
Cons
You will choose to separate and divide the data into different categories. one way that you might do this is through searches, you will get to sort so many that you can get lost in so much dating.
- Industry: Chemicals
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
No Support
We tried to end the agreement after severalyears of no support. After several months of sending emails to a handful of unresponsive people, we decided to send them a few more thousand dollars in hopes that they will delete our data and leave us alone. We don't want to involve lawyers, but that's the next step and ours are aware of the situation.
Pros
The CRM was easy to set up on our own. This was fortunate, because Sugar did not support their product. We paid UpCurve Cloud (3rd party design) to implement, but they didn't help because they did not get support from Sugar either.
Cons
There was a total lack of support from the company. It took them weeks to respond to emails and phone calls and the people we talked to were not able to help with the issues and didn't feel empowered to pass along our concerns or even stop our subscription.
Response from SugarCRM
Some good and bad in this review. We are glad that you agree that SugarCRM is easy to implement and thank you for being a customer for these past four years. We are sorry that you had a bad experience with a partner. We do not have any insight into the nature of this dispute in 2018. SugarCRM is committed to supporting our product whether you purchase the product from a partner or directly from us. For access to our award winning customer support team, visit support.sugarcrm.com.

- Industry: Information Technology & Services
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
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Review Source
A CRM software which fits in budget but lacks needy features
It needs improvement, I don't want to spend a lot of time in juggling around with my list. This software is only a little better than MS excel.
Pros
Maintaining records helps in avoiding any misses in journey to achieve the targets.
Cons
It is quite time consuming to work with this software. There needs to some kind of an optimization or additional features to help navigate things faster.
- Industry: Computer Software
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
SugarCRM Review
Pros
I liked the flexibility that SugarCRM provides. With its customizable features and open-source code, I was able to tailor the software to my exact needs. The wide range of features and integrations made it possible for me to manage everything related to my business in one place.
Cons
There is nothing to dislike in SugarCRM.
- Industry: Computer Software
- Company size: Self Employed
- Used Daily for 6-12 months
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Review Source
The Best user-friendly CRM platform
SugarCRM is a highly regarded CRM platform that is well-suited for businesses of all sizes looking to improve their customer relationship management processes.
Pros
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.
Cons
This platform can be somewhat complex to set up and customize, it takes time for one to fully familiarize his or herself with all of its features.
- Industry: Biotechnology
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
SugаrCRM: Bооst yоur busіnеss
Thе Sugаr рlаtfоrm wоrks vеry wеll аnd іs quіtе sсаlаblе асrоss оrgаnіzаtіоns оf аll sіzеs.
Pros
Eхсеllеnt dаtаbаsе systеm. Cаn bе соріеd tо оthеr sеrvеrs. Custоm fіеlds. Abіlіty tо lіnk CRM dаtа tо dеаls. Gооd usеr іntеrfасе. Wе usе SugаrCRM аs оur рrіmаry tооl іn trасkіng аррlісаtіоns, dеtеrmіnіng еlіgіbіlіty, аnd mаnаgіng раymеnts fоr сhіldrеn іn рublісly fundеd рrеsсhооl рrоgrаms. Althоugh іt wаs рrіmаrіly dеsіgnеd аs а sаlеs tооl, wе usе іt lеss аs fоr sаlеs (gіvеn thаt wе аrе nоt а sаlеs оrgаnіzаtіоn) аnd mоrе аs а rеlаtіоnshір mаnаgеmеnt аnd ассоuntіng tооl. Wе hаvе а vеry smаll tеаm (10 реорlе tоtаl), but wе аll usе Sugаr оn а dаіly bаsіs.
Cons
Rеаlly, rеаlly fіnd іt а hаsslе (аt lеаst rіght nоw) tо synс Sugаr wіth оur mаrkеtіng аutоmаtіоn sоftwаrе. Wе usе а 3rd раrty API аs оur соnnесtоr bеtwееn thе twо systеms but I fіnd glіtсhеs іn іt thаt соnсеrn mе аnd mаkе mе wоndеr іf аll my іnfоrmаtіоn іs bеіng ассurаtеly trаnsmіttеd аnd mаtсhеd uр. Sugаr wаsn't vеry іntuіtіvе whеn I fіrst bеgаn usіng іt. Wе rесеntly hаd а 3rd раrty соmе іn tо rеdеsіgn thе systеm fоr us аnd оnсе іt wаs сustоmіzеd, іt wаs muсh bеttеr. Sеаrсh funсtіоn dоеsn't аlwаys sееm tо wоrk іn thе tор nаv bаr- frustrаtіng whеn I'm tryіng tо fіnd sоmеthіng fаst аnd dоn't wаnt tо gо іntо а mоdulе tо dо іt.
- Industry: Computer Software
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Even the free version is great, with nice custom reporting capabilities.
Sugar allowed us to consolidate a few disparate software tools into one - now any one at our organization can login and see all there is to know about any of our customers!
Pros
Sugar is SUPER customizable. We've been able to easily make it ours (some via the UI, some "behind the scenes" via scripts). One of the best features are the custom reports. You can do almost SQL-level queries to get the information you want (and if you wish, you can use MySQL as well on the back end.) The ability to build multi-level dropdowns, e.g. to categorize issues, is great too. You can make almost anything you want appear on any screen you wish as well.
Cons
The built-in issue tracking part is designed for issues reported by your team - not for issues reported by your customers. We do use it for customer support, and we LOVE being able to see issues customers have had when we pull up their records - but the emails they receive are not well designed, even after considerable work on our part. In addition, we can't provide them with a login to see all their open issues, so they have to ask us.
- Used Daily for 2+ years
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Review Source
Sugar was one of my first forays into the world of CRM and covers all the basics
I learned how to work a CRM. I kept track of all customer records, ranging from revenue and profit and order amount and contact list and order dates and essentially everything related to my job operationally as a purchasing coordinator. Definitely made my life easier.
Pros
Very customizable to your needs. Straightforward, no nonsense UI. Easy to read and find things. Sugar is a perfect entry into CRMs that aren't salesforce, because its useful across all industries and departments. Its simple while being complex. You can create functions and layouts that are very specific to your needs, but without it cluttering and looking like there's a lot of information.
Cons
Its not very pretty. Sort of looks like it was made in the early 200s and they just kept the look since. People are always talking about professionalism, and this definitely looks less polished than other CRMs. Because of this, some of the information can blend together and be difficult to find if there are long lists of things you are looking for.
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Review Source
Best CRM I've Ever Used
Starting at $30/user/month - this is by far the best value I've seen on the market for sales and marketing CRM software. It's not Salesforce.com which is a good thing because Sugar is easier to implement, easier to use, a fraction of the price, and does just about everything that higher end systems can do if you're creative and work with a partner to tailor the application to your business like we did.
Pros
We are a Sugar CRM reseller but this review is from my perspective as a user of this fantastic software. Most CRM is the same functionally - manage accounts, contacts, opportunities, etc. But what sets Sugar apart from the rest of them are three fundamental things:
1. Simplicity - Sugar CRM is clean. It's super easy to get any information you need without needing your IT guy to build you a custom report.
2. Customization - Every business is different and you need your CRM system to adapt to you. Sugar Studio makes tailoring your software easy - even if you're not that technical. Dare I say - even a marketing or sales person could do it.
3. Plug-Ins - There are tons of plug-and-play add-ons to extend SugarCRM in virtually any area - support desk, email marketing, and much more. We use Inbox25 for email marketing and are leaning toward InsideView for integrated list management but there are so many other options to consider.
Cons
We are using the hosted, On Demand version which limits our access to source modifications (somewhat). We have been able to work around all of these so far.
If we get to a point where we need more access to modify the underlying program we can always bring the product in-house and customize to our hearts content.
There have been a few minor bugs that we've found - certainly no more than we had in our previous CRM system but Sugar's support team had them resolved - almost immediately!
- Industry: Logistics & Supply Chain
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Easy to implement, easy to customize, product support is OUTSTANDING
Better Customer Satisfaction from effective management of touch points. Sales productivity because they spend less time doing "paperwork" and more time selling. Effective management of RGA process, Special Quotes, Purchasing, mailing literature, tracking sales activity.
Pros
Built-in development tool (Studio) and the Advanced Workflow Manager. One can have a functional, useful, robust, effective, CRM running within an hour. Getting started by importing Accounts and Contacts is easy and the software modules allows customization the meet specific business needs.
Cons
The Advanced Workflow Manager is still missing a few functions that were available in the "old" Workflow Manager. There is a plan to remove the prior Workflow, but its demise has been delayed until the SugarCRM folks fix the deficiencies.
- Industry: Hospital & Health Care
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
It can't keep up
At start when was used in the company where I work was working relatively fast with quick load times and almost zero crashes, but when the company grow with more employees, new headquarters and more customers and much more data in our database, the software become slow, sluggish and very unstabble. Even when I was testing a new version out of the box of sugar with an empty database in wamp and xamp enviorement , it was very slow and sluggish .
Pros
Customization:Have the posibility to create new modules
Cons
Slow
Ugly and ancient UI
Hard to use
Lack of good support documentation
Response from SugarCRM
Alejandro - sorry to hear about your issues - quick question - are you using a paid commercial version or the free Community Edition? You noted an older UI - and Sugar 7.x has the most modern UX on the market so I was curious if you're using an older or open source version and thus the performance and UI complaints. Let me know at [email protected] thanks!
- Industry: Insurance
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Awesome product for any business.
I have been using SugarCRM for several companies. What stood out to me is the functionality you are getting right out of the box you are getting everything you need for the fraction of competitor's price.
I would rate customer support 6 stars, they are always on top, extremely fast, and even providing you with the solutions for 3rd party applications.
Another big thing is ability easily integrate SugarCRM with your own applications or install custom plugins. API functionality is quite impressive and easy to use, we have done a lot of integrations and automation in our company.
I recommend SugarCRM to everyone who wants to take his/her business to the next level, and actually see what is happening in the organization, and why.
Pros
Functionality and API is impressing
Cons
UI is slow for 2017. Need to speed up the response time.
- Industry: Management Consulting
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
A good CRM
Pros
SugarCRM is customizable and can be tailored to meet the specific needs of your organization .The way you can store and access customer data is intuitive . It is also easy to pull out the data you need on Excel files and then add it to the program(s) you use for analytics .
Cons
The interface on mobile is noticeably different than on desktop and the app is overall slow and buggy . You can't log in simultaneously from multiple devices .SugarCRM doesn't integrate with almost any other program and information transfers have to be done manually .
- Industry: Computer Software
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
CRM for contact and deal management: Needs more feature
It was good contact and deal management tool. All the sales and marketing-related engagements were updated and it was acting as a source of truth to the whole team. Deal values and projection can be seen from the sales pipeline
Pros
UI looks simple and training new users was easy. It is a great tool for contact and deal management with amazing filter options. Native integration to mail and document sharing software is good. Logic builder is one of the good features of Sugar. Resources are extremely useful and detailed explanations for each and every feature are provided there.
Cons
Slow speed (in Inspite of fast internet)
Hanging problems
Do not have readily available APIs for 3rd party integrations
- Industry: Information Technology & Services
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
The new Sugar can go head to head and surpass the greats
As a marketer, I use Sugar to track how our leads and contacts interact with our marketing content, as we've integrated the CRM with Sugar Market, our marketing automation software.
Pros
Customization - pretty much anything you want to achieve with CRM can be done with Sugar, regardless of company size or industry.
Integrations - Sugar can be connected to a vast library of software with out-of-the-box and partner-built integrations.
Cons
The admin panel can be improved from a UI/UX point of view. It's one of the areas where Sugar hasn't been updated in a while.
- Industry: Pharmaceuticals
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Free has value
Great tool to manage relations with customers and follow-ups, brought some visibility where it was lacking.
Pros
Extremely configurable, vastly customizable, lots of modules available, large online community, free version.
Cons
The only sad part about it is that all the captions used for drop-down lists (Or radio buttons or any multiple choice controls) are stored straight to PHP pages and not in the database (So in MySql you end up having only keys but no trace of the long values). There is some workaround (Nightly job to extract and copy those in a table), but it's a hassle.

- Industry: Entertainment
- Company size: 501–1,000 Employees
- Used Daily for 1+ year
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Review Source
Free CRMs are way better, faster and easier!
I cannot stand this software, I don't have anything positive to say about it and definitely do not recommend it - for anything, even if you get it free. Hubspot and Zoho are free and hold way more value! I even love Salesforce.
Pros
Honestly, there is not one thing I like about this software and I do CRM implementation/administration.
Cons
It is EXTREMELY slow and always times out, it doesn't connect to facebook to import events (it use to,) the email system is extremely antiquated and more that I won't get into on here, everytime you do something it refreshes and send you right back to the beginning instead of where you were, when events or businesses are deleted they still show up all over the place... the list goes on and on.
- Industry: Financial Services
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Outdated
Pros
They are continuously making updates and improvements, and support is very responsive. There are a lot of different modules and TONS of flexibility in setting it up to fit your business.
Cons
This isn't for a novice user. I recommend using a consultant or someone to set this up for you and spend the extra money and time on training. Most of our employees are only using small functions of the program and we definitely could be getting more value out of it with better training.

- Industry: Printing
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
For me, it was Salesforce vs. Sugar CRM. SugarCRM is half the cost, and does the same job.
I run my entire company using this CRM system.
Pros
Very flexible and easy to edit. Fast response time on queries (I use the OnDemand cloud version). Good support for SugarCRM staff. And there are many integrations and plugins that enhance the experience.
Cons
Lot of 3rd party integrations and customizations can "break" as Sugar goes through upgrades. The Word and Outlook Add-ins are a bit awkward and time consuming -- but they do work as advertised. Sometime there is constant re-logging in to make them work.
- Industry: Information Technology & Services
- Company size: 11–50 Employees
- Used Weekly for 2+ years
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Review Source
Sugar CRM
I can do almost everything I need
Pros
What I like most is that we can create reports easier,
I can create new custom fields and add functions.
I like the workflow - I added for send emails to an admin account to report when a opportunitie is closed and is part of a project - and this email creates a new record in my project system.
I can create Modules as I need
Cons
Is very difficult to work with the API´s´, at this moment i cant work with them . and IT Sugar support is not helping me.
The thing i Dont like if you want to create a Report Type:Summary you cannot add the Text Fields, is not showing in the system, this type field in the version 7.0 it was added but in the new version is not there any more, and I reported this to Sugar Support but they do not do anything, I think is a kind of a bug but they are not doing anything.