SugarCRM Named Top-Tier Software Vendor by APPS RUN THE WORLD in the APPS and CLOUD TOP 500 Market Report

SugarCRM Strengths, Domain Expertise, and Key Differentiators

SugarCRM provides a comprehensive suite of cloud-based applications for sales-force automation, marketing, customer support, collaboration, Mobile CRM, Social CRM, and reporting. It offers both open-source and commercial open-source formats. Customers can deploy Sugar as a software as a service (SaaS) solution in the Sugar Cloud, as an on-premises solution behind their firewall, or through one of SugarCRM's partner clouds, such as Amazon, Windows Azure Services Platform, Rackspace Cloud, and IBM SmartCloud Enterprise. This flexibility positions SugarCRM as a compelling alternative to cloud-only CRM competitors.

The SugarCRM development community, known as SugarForge, ranks among the largest open-source communities in enterprise applications. It boasts over 250,000 community members, 25,000 developers, and nearly 1,000 extension projects.

In November 2015, SugarCRM established its inaugural Australian data center, hosting proprietary Sugar On-Demand servers in Sydney. This initiative empowers customers to adhere to data sovereignty regulations and align with Australia's updated privacy laws. SugarCRM provides customers with flexibility in deployment, ensuring scalability, security, and regulatory compliance according to their specific needs.

SugarCRM Recent Developments

In March 2022, SugarCRM launched the revamped SugarOutfitters Software Marketplace, now fully owned by SugarCRM after acquiring the platform from Fanatical Labs. SugarCRM aims to onboard new vendors to expand the range of apps and add-on solutions available on SugarOutfitters as part of its ongoing expansion efforts.

In July 2021, SugarCRM enhanced its capabilities by integrating SugarPredict AI to empower sales and service teams with Automated Sentiment Analysis.

In 2020, SugarCRM Inc. introduced Sugar Integrate, facilitating seamless integration with over 200 business applications. Sugar Integrate enhances the effectiveness of Sugar's time-aware CX platform, CRM, marketing automation, and customer service, ensuring an unparalleled customer experience across all stages of the customer lifecycle.

Since May 2019, Salesfusion has become part of SugarCRM. Together, Salesfusion and Sugar are spearheading the next generation of customer experience innovation with Sugar Market.

In July 2018, SugarCRM introduced new features to its cloud product portfolio aimed at enhancing customer communication, processes, and productivity. This update reinforces SugarCRM's dedication to providing a straightforward, agile, and user-friendly customer experience, empowering users to effectively manage relationships and drive business growth.

In September 2017, SugarCRM released the mobile software development kit (SDK), enabling customers to efficiently customize Sugar Mobile similar to the desktop experience. This launch empowers companies to create tailored mobile applications for individuals, roles, and teams, enhancing employee productivity on mobile devices.

In September 2017, SugarCRM updated its Relationship Intelligence product line. Relationship Intelligence is SugarCRM’s new product line and roadmap that will combine AI-related technologies, sleek user experiences and mobile technologies so organizations can gather and analyze customer data from a broad range of social and business sources. With Relationship Intelligence, Sugar users can quickly and efficiently learn more about their business contacts and establish a productive relationship.

In June 2017, SugarCRM introduced SugarCRM Hint ("Hint"), the inaugural product in its Relationship Intelligence product line. Hint automatically retrieves personal and company information from the web, providing valuable insights for customer-facing employees to enhance their understanding of contacts.

SugarCRM Mergers and Acquisitions (M&A) Activities

In February 2022, SugarCRM acquired AddOptify, a provider of no-code customer journey design tools. These tools will integrate into the SugarCRM platform, empowering sales, service, and marketing teams to design, visualize, and automate various CRM processes. This acquisition will enable SugarCRM to offer additional out-of-the-box playbooks and templates for a wider range of CRM processes.

In 2020, SugarCRM Inc. acquired Node Inc., an artificial intelligence (AI) platform that utilizes CRM data and extensive external sources to provide advanced predictive capabilities for various business scenarios. This acquisition enhances Sugar's time-aware CX platform by automatically forecasting expected outcomes and identifying previously unrecognized challenges and opportunities.

In 2019 SugarCRM Inc. has acquired Collabspot email integration products from Collabspot Pte Ltd, enhancing email integration and advancing SugarCRM's goal to provide an intuitive and collaborative user experience while minimizing data entry.

SugarCRM Customers in ARTW Customer Database

Leveraging a rigorous data-centric research methodology, APPS RUN THE WORLD asks the simple question: Who’s buying SugarCRM applications and why? And we provide the answers – supported by decades of research – to our clients around the world. Our Customer database has over 100 data fields that detail company usage of SugarCRM and other enterprise apps by function, customer size, industry, location, implementation status, partner involvement, Line of Business Key Stakeholders and IT decision makers contact details. List of Verified SugarCRM, customers.

SugarCRM Key Enterprise and Cloud Applications

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SugarCRM Direct vs Indirect sales

SugarCRM Customers - Breakdown by Geo, Size, Vertical and Product

List of Verified SugarCRM Customers

No. of SugarCRM Customers: 7200

No. of SugarCRM Enterprise Applications Customers: 7200

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No. of SugarCRM Cloud Subscribers: x

For over a decade, SugarCRM has powered over 7,200 CRM projects, serving more than 2 million users. Its clientele includes Fahrzeug-Werke LUEG AG, Generali Hellas, Ahli United Bank, Lindner, Men’s Wearhouse, Dridco, Tollpost Globe, BR Industrie-Elektronik Ges.mbH., Hillel, Thomas Cook France, Vanderlande Industries, Loomis UK, Coca-Cola Enterprise, ThyssenKrupp System Engineering, Bright House Networks, SIM University, Audemars Piguet, City Of Rijswijk, GALP Energia SA, Watts Industries, A.M. Castle&Co., ROC Eindhoven, Apave, Gerflor, VTech, Marini S.p.A., Gruppo ITAS Assicurazioni, Zurich Insurance Group, Fresenius Medical Care, and more.

SugarCRM Market Opportunities, M&A and Geo Expansions

In October 2023, SYSPRO and SugarCRM forged a strategic partnership, offering an integrated ERP and CRM solution tailored for mid-market manufacturers and distributors. This collaboration facilitates seamless information sharing between the two platforms, enabling sales and customer service teams to access real-time inventory data from the ERP system. The partnership aims to enhance customer service by providing accurate product availability and delivery estimates. With early adopters already experiencing significant benefits, both companies are poised for continued success through this alliance.

In October 2019, SugarCRM Inc. unveiled potent new features in its Fall '19 release, focusing on self-service, automation, and collaboration to enhance customer satisfaction, lead conversion rates, and reduce costs. Hildebrand's appointment signals a pivotal step in expanding SugarCRM's global footprint and advancing its product roadmap to drive innovation, enabling customers to deliver high-definition customer experiences. His role is expected to bolster Sugar's product marketing efforts and elevate its thought leadership influence.

In September 2019, SugarCRM Inc. introduced Sugar Connect, a tool aimed at streamlining the adoption of CX solutions. Sugar Connect offers contextual customer information to sales and customer service representatives during email communications, facilitating smoother interactions.

In August 2018, SugarCRM released the news of a strategic investment from Accel-KKR, a prominent technology-focused private equity firm. This partnership marks a significant milestone in SugarCRM's growth strategy, aiming to enhance its globally recognized relationship management platform. Accel-KKR's substantial investment will fuel product innovation, service enhancements, expanded capabilities, and strategic acquisitions, further positioning SugarCRM for accelerated growth.

SugarCRM Risks and Challenges

The expanding landscape of competitors in the CRM market poses a potential risk.

In November 2021, SugarCRM appointed Volker Hildebrand as Senior Vice President of Product Marketing to lead its global product marketing initiatives, providing strategic direction to drive revenue growth.

In November 2019, SugarCRM Inc. appointed Shana Sweeney as Chief Human Resources Officer, reporting directly to CEO Craig Charlton. The company seeks to optimize its reseller network by implementing a tiered approach to recognize and incentivize committed partners, potentially enhancing channel loyalty and long-term customer retention. Like many open-source vendors, SugarCRM benefits from a diverse developer community, including its resellers, contributing to its strength in the market. However, effectively leveraging these resources remains a challenge for SugarCRM amid its continued growth.

SugarCRM Ecosystem, Partners, Resellers and SI

In June 2023, SugarCRM partnered with sales-i to boost B2B sales in manufacturing, wholesale, and distribution industries. Sales-i's cloud-based sales intelligence platform enables sales teams to identify lucrative sales prospects and discover cross-selling and upselling opportunities using AI-driven analytics. Integrated seamlessly with Sugar's dashboard, sales-i provides real-time sales insights, facilitating centralized access to sales analytics across customers, teams, branches, and products.

In October 2021, SugarCRM disclosed its ongoing global expansion efforts, bolstering its presence in Latin America to capitalize on the region's double-digit growth trajectory. The company is set to achieve a 23 percent year-over-year growth for the current fiscal year. As part of its expansion strategy, SugarCRM is augmenting its in-country workforce and has appointed Technology Coast Partners (TCP) as its new master distributor in Latin America, further enhancing its partner ecosystem in the region.

In September 2018, Ytel, a leading edge software company specializing in multi-channel communications to enhance customer engagement, partnered with SugarCRM and Faye Business Systems Group. The Ytel-SugarCRM SMS integration enables SugarCRM customers to seamlessly utilize SMS as a primary channel for engaging prospects and customers. Users can send one-to-one SMS messages directly from SugarCRM, create contact lists on-the-fly, and conduct text conversations within the CRM environment. Additionally, marketers gain the capability to send targeted bulk messages as part of campaigns and workflows. SugarCRM's channel partners span globally, including reputable firms such as PricewaterhouseCoopers, Loaded Technologies, AIT, Kinamu Dubai, Provident CRM, Palmtree Consulting, ATCORE Systems, and many more across various regions.

SugarCRM Cloud Infrastructure Insights

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• SugarCRM Public Cloud and Infrastructure (IaaS)
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Research Methodology

Data used in research reports are derived from publicly available documents, continuous surveys of applications vendors, customers, resellers, Independent Software Vendors, systems integrators and other verifiable sources.

Vendor shares and market forecast results are based on a combination of existing databases as well as demand side and supply side research conducted throughout the year with validation from vendors, customers, channel partners and documentations such as earnings releases and 10Q and 10K filings, vertical industry studies, regional and country-level statistics from public and private institutions(i.e. colleges, universities, government agencies and trade associations).

For additional information on our methodologies, here's the link: