SugarCRM Strengths, Domain Expertise, and Key Differentiators
SugarCRM offers Cloud-based applications for sales-force automation, marketing, customer support, collaboration, Mobile CRM, Social CRM and reporting. It is available in both open source and commercial open source formats. Customers can deploy Sugar as a software as a service solution in the Sugar Cloud, as an on-premises solution behind their firewall, or in the cloud of one of SugarCRM's partners including Amazon, Windows Azure Services Platform, Rackspace Cloud, and IBM SmartCloud Enterprise. Because of such flexibility, SugarCRM has become a viable alternative to Cloud-only CRM competitors.
The SugarCRM development community, SugarForge, is one of the largest open source communities in the enterprise applications space with more than 250,000 community members, 25,000 developers and nearly 1,000 extension projects.
SugarCRM opened its first Australian data center in November 2015. With proprietary Sugar On-Demand servers in Sydney, Sugar enables customers to comply with their own data sovereignty mandates and to better conform to Australia’s new privacy laws. SugarCRM offers its customers the freedom to deploy in the broadest array of configurations in the manner that best suits their scalability, security and regulatory compliance requirements.
SugarCRM Recent Developments
In July 2021, SugarCRM added Its SugarPredict AI vapabilities to supercharge sales and service teams with Automated Sentiment Analysis.
SugarCRM Inc acquired the Collabspot email integration products from Collabspot Pte Ltd. These tools provide improved integration with email, taking another step towards SugarCRM’s vision to deliver the most intuitive and collaborative user experience whilst eliminating all data entry.
In 2020 SugarCRM Inc, launched Sugar Integrate, to help companies more easily and efficiently integrate with more than 200 business applications. Sugar Integrate increases the effectiveness of Sugar’s time-aware CX platform, CRM, marketing automation, and customer service, delivering an unmatched customer experience throughout every stage of the customer lifecycle.
From May, 2019 Salesfusion is part of SugarCRM. Together, Salesfusion and Sugar are leading the next generation of customer experience innovation with Sugar Market.
In July 2018, SugarCRM unveiled new features for its cloud product portfolio that will enable its customers to improve their communication, processes and productivity. Its latest release builds on SugarCRM’s ongoing commitment to delivering a simple, agile and intuitive customer experience, helping users successfully manage their relationships and grow their businesses.
In September 2017, SugarCRM unveiled the availability of its mobile software development kit (SDK). Now SugarCRM customers can quickly and easily build customizations for Sugar Mobile, akin to what can be done today for the Sugar desktop experience. With the launch of the SDK, companies can now develop purpose-built mobile applications for individuals, roles and teams to make the mobile experience more productive for their employees.
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 launched SugarCRM Hint (“Hint”). Hint, the debut product from the company’s new Relationship Intelligence product line, automatically searches the web for personal and company information, delivering a wealth of information so customer-facing employees will quickly learn more about their contacts.
SugarCRM Mergers and Acquisitions (M&A) Activities
In 2020, SugarCRM Inc. acquired of Node Inc., an artificial intelligence (AI) platform that leverages CRM data and vast external sources to deliver an unparalleled level of predictability across a whole array of different business use cases. The acquisition fuels Sugar’s time-aware CX platform by automatically forecasting expected outcomes and highlighting previously unforeseen challenges and opportunities.
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.
Ownership: - Goldman Sachs Group, Draper Fisher Jurvetson, Walden International, New Enterprise Associates
Number of Employees: 550
Key Verticals: Aerospace and Defense, Automotive, Banking and Financial Services, Communications, Construction and Real Estate, Consumer Packaged Goods, Education, Government, Healthcare, Insurance, Leisure and Hospitality, Life Sciences, Manufacturing, Media, Non Profit, Oil, Gas and Chemicals, Professional Services, Retail, Transportation, Utilites,
SugarCRM Key Enterprise and Cloud Applications
SugarCRM Revenues, $M:
|Type/Year||2019||2020||YoY Growth, %|
|Total Revenues, $M||Subscribe||Subscribe||Subscribe|
|Enterprise Applications Revenues, $M||Subscribe||Subscribe||Subscribe|
|Cloud Applications Revenues, $M||Subscribe||Subscribe||Subscribe|
* Enterprise Applications Revenues = License + Support & Maintenance + SaaS
** All revenue figures are estimates based on public records, Cloud and Non-Cloud business models in Apps Run The World's vendor database, and annual survey results including vendor feedback.
SugarCRM Revenue Breakdown By Type, $M:
|Type||License||Prof. Services||Hardware||Support & Maintenance||SaaS||PaaS||IaaS||Other (Non Enterprise Application Revenues)||Total|
|% of Total Revenues||Subscribe||Subscribe||Subscribe||Subscribe||Subscribe||Subscribe||Subscribe||Subscribe||100%|
SugarCRM Enterprise Applications Revenues By Functional Markets, $M:
SugarCRM Enterprise Applications Revenues By Verticals, $M:
SugarCRM Revenues By Region, $M
|Region||% of Total Revenues||2020 Total Revenues, $M||2020 Enterprise Applications Revenues, $M||2020 Cloud Applications Revenues, $M|
SugarCRM Direct vs Indirect sales
|Region||Direct Sales||Indirect Sales||Total|
SugarCRM Customers - Breakdown by Geo, Size, Vertical and Product
No. of SugarCRM Customers: 7200
No. of SugarCRM Enterprise Applications Customers: 7200
No. of SugarCRM Cloud Customers: x
No. of SugarCRM Cloud Subscribers: x
For more than a decade, SugarCRM has become the engine behind more than 7,200 CRM projects with over 2 million users. Among its customers are 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 others.
SugarCRM Market Opportunities, M&A and Geo Expansions
In October 2019, SugarCRM Inc. launched new powerful product features with the Fall ‘19 release, placing an emphasis on self-service, automation, and collaboration. These enhancements will result in increased customer satisfaction, lead conversion rates, and cost reductions.
Hildebrand’s appointment is an important part of growing SugarCRM's global presence and accelerating their product roadmap to provide innovation to enable Sugar customers to deliver high-definition customer experience to their customers. Will He be able help propel Sugar’s product marketing and thought leadership impact.
In September 2019, SugarCRM Inc. has unveiled a tool that it says is designed to simplify and speed up the adoption of CX solutions. The new product, Sugar Connect, provides contextual information about customers to sales and customer service representatives when they are communicating with them by email.
In August 2018, SugarCRM unveiled that Accel-KKR, a leading technology-focused private equity firm, has made a strategic and significant investment in SugarCRM. The partnership is the latest milestone in SugarCRM’s journey and will accelerate its strategy of driving global growth with its award-winning relationship management platform. Accel-KKR has committed substantial investment dollars to drive product innovation, services, expanded capabilities and a strategic acquisition program.
SugarCRM Risks and Challenges
In November 2021, SugarCRM has apointed Volker Hildebrand to lead the company’s global product marketing efforts. As Sugar’s new Senior Vice President of Product Marketing, Hildebrand will provide strategic direction and help drive revenue growth through product marketing.
In November 2019, SugarCRM Inc. added to the team Shana Sweeney as Chief Human Resources Officer, reporting to SugarCRM CEO, Craig Charlton. With the fluctuating number of its resellers, Sugar is aiming to create a tiering approach in order to better distinguish and reward those that are fully committed to its platform. That strategy may help boost channel loyalty or for that matter customer retention in the long run. Similar to other open-source vendors, SugarCRM’s strength lies in the continuing expansion of the developer community, which also includes its resellers. The diversity of the community has made SugarCRM a formidable player, but it has also become increasingly difficult for SugarCRM to harness the resources to its best advantage.
SugarCRM Ecosystem, Partners, Resellers and SI
In October 2021, SugarCRM announced the company continues its global expansion, adding new resources to fuel its growing presence in Latin America. The announcement comes as Sugar continues to experience double-digit growth in the region and is currently on track to achieve 23 percent year-over-year growth for the current fiscal year. In addition to scaling up the company’s in-country workforce, Sugar has signed Technology Coast Partners (TCP) as its new master distributor in Latin America, rounding out its vibrant ecosystem of partners in the region.
In September 2018, Ytel, an edge software company that helps businesses engage more customers using multi-channel communications partnered with SugarCRM and Faye Business Systems Group. The new Ytel-SugarCRM SMS integration will allow SugarCRM customers to use SMS as a core avenue to engage with prospects and customers. SugarCRM users can now send one to one SMS messages to a lead or create a contact list "on the fly" and have conversations over text without leaving the CRM. It also will provide marketers the ability to send targeted messages in bulk as a part of campaigns and workflows. SugarCRM channel partners are: PricewaterhouseCoopers, Tauspace, Astidian Systems, ImaginePartners IT, Intdev Internet Technologies, Q-Source Pty Ltd, Vas Consulting Company), Australia&New Zealand Partners (Loaded Technologies, CRM Logic, CRMWorks Asia, InsightfulCRM Pty. Ltd., CRM Online Australia Pty Ltd), Asia (AIT, CRMWorks Asia, Bhea Technologies Pte Ltd., iZeno Pte Ltd, Daou Tech Inc., Sererra Consulting Group), Middle East Partners (Kinamu Dubai, Online Computer Technologies, Information Technology Services), Europe (Provident CRM, Opensymbol Srl, Brain Computing S.p.A., SYNOLIA, KINAMU Business Solutions AG, REDK Software Engineering, OSSCube, MyCRM, weburi.com GmbH, dotBase, EnableIT Technologies, it-novum GmbH, Ysance, Acuity crm, Dixendris AG and others), Latin America Partners (Palmtree Consulting, GrowIT, Mexico Empresarial TI, Merx Business Performance, Triscal), North America Partners (ATCORE Systems, Intricity, Technology Advisors, RemoteLink, Blytheco, SSSWorld Strategic Sales Systems, Interlinx Associates, OSSCube, NEPO Systems, Plus Consulting, Epicom Corporation, Accent Gold Solutions, ApexTwo, Ticomix, BrainSell Technologies, immixGroup, Starfire Technologies, Levementum, Profiling Solutions, Solutions Metrix, CRMPlus Consulting, CorraTech, and others.
SugarCRM Cloud Infrastructure Insights
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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).
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