SugarCRM Review - why 4 stars?

SugarCRM Review
ITQlick Score: 90/100
ITQlick Rating: (4/5)
Pricing: 4.4/10 - average cost
Category: CRM -> SugarCRM
Ranking:Ranked 16 out of 599 CRM systems
Company: SugarCRM
Pricing: starts at $52 per user/month
Typical customers: Start up, Small business, Medium business, Large business
Platforms: Desktop
Links: SugarCRM pricing, SugarCRM alternatives

Shlomi LaviShlomi Lavi / updated: Apr 21, 2022

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What is SugarCRM and its features?

SugarCRM is a complete customer relationship management software that is offered on the cloud and serves businesses for any size. The software helps businesses to handle various functions such as sales automation, account management, marketing automation, as well as customer relationship management.

SugarCRM software offers a comprehensive CRM solution the includes a 360 customer view, Next generation UX, Flexible integration platform, and Multiple deployment options. Some other features that are distinct to SugarCRM are customizable home pages, shortcut bar, wizard tool for newbies, enhance view, downloadable plugins and more.

The software is founded on an open source platform which gives it the flexibility to be tailored to meet different needs of a company. SugarCRM software is a creation of SugarCRM Company which is based in the US and that was founded in 2004.

What is SugarCRM rating?

The rating of SugarCRM is 4 stars out of 5 and the total score is 90 out of 100. The rating score is based on our unbiased data-based algo. Learn more - rating methodology page.

Who uses SugarCRM?

SugarCRM is a system that can benefit all business types: whether you are just starting up your own business, already managing one or looking to upgrade your existing system, SugarCRM Enterprise offers flexible features that can be tailored to your needs. SugarCRM came up with this CRM edition as a response to the practical needs of a wide range of organizations.

Youll be impressed with the client line of SugarCRM. To name a few, companies of various sclaes such as uShip, VPI, Loomis, Mens Wearhouse, USAFact and Despegar trust this software.

Is it easy to use?

Yes, SugarCRM makes it fairly easy to use. This product is user friendly and intuitive.

Is SugarCRM cloud-based?

No, the software in not cloud based so you would need to install it locally and connect it directly to a server.

Can it be used on mobile?

No, currently SugarCRM can't be accessed on mobile, you would need to access it from your computer.

Is SugarCRM the best CRM system?

SugarCRM is ranked 16 out of 599 software in their category (CRM systems).

What are their main features and functionalities?

As a premiere CRM app, SugarCRM Enterprises main goal is to allow you to improve and manage your relationship with customers via a single platform that record all customer data and transactions with your company. These information can then be accessed by anyone in your team at any given place: since SugarCRM Enterprise supports mobile, you can access it on handheld devices, and it can even be integrated with social networking apps for a more personal level of interaction. In addition, this solutions open platform makes data available for several departments in your company.

You can enjoy the benefits offered by features such as on-demand cloud hosting, multi-language and multi-currency capability, sales foreseeing, activity reporting, and product catalogs and contracts. It also boasts a high level of security control. Upon subscription to Enterprise, aside from taking advantage of the features, users will be supported by the entire SugarCRM team through phone and email. Updates are automatic. You may also choose to customize options related to customer support by shortening response time and extending technical crew contact hours, or by being assigned to a technical support staff.

What are SugarCRM's pros? (8 Pros)

  • SugarCRM is a great tool for keeping track of client data and deal tracking
  • The software can easily be integrated with many applications
  • SugarCRM Enterprise helps track performance of the sales staff, both individually and as a team, through its dashboards and reports
  • Automation of sales and marketing tasks indicates good return on marketing efforts
  • A CRM implementation that works great in a broad range of business models from real estate to recruitment firms and many others
  • SugarCRM Ultimate offers integration with Microsoft Office, Pinterest, Google Docs and other major applications.
  • The software offers optimal customer support
  • The software offers support for major mobile operating systems such as Android and iOS.

What are SugarCRM's cons? (5 cons)

  • Users complain that it is difficult to navigate and find their way around.
  • Reporting features, including forecasts and pipelines, are unsatisfactory
  • Some administration tools are limited, including security models and account merges
  • Training is sometimes needed to learn to use it especially the reporting
  • Automation features of SugarCRM Ultimate do not include campaign dashboards and territory management.

Who are their main alternatives?

SugarCRM competes with other CRM systems like HubSpot Sales Hub, Zoho CRM, and Pipedrive. We will compare these CRM systems in some specific aspects below.
  • Functionality: SugarCRM offers features like Account Management, Contact Management, Lead Management, Pipeline Management, Forecasting & Quota Management, Quote Management, Subscription Management, Reporting and Analytics, Mobility, Omni-channel Communications, etc. HubSpot Sales Hub offers Mobile App & Support, Free Meeting Scheduler App, Social Media Tools, Email Tracking Software, Sales Email Automation, Ads Software, etc. Zoho CRM offers Sales Force Automation, Canvas Design StudioNEW, Process Management, Journey Orchestration, Omnichannel (available in SugarCRM), Analytics (available in SugarCRM), and Sales Enablement, etc. Pipedrive offers features like Visual Sales Pipeline, Communication Tracking, Workflow Automation, Insights & Reports (available in SugarCRM & Zoho CRM), Privacy & Security, Mobile Apps & Integrations, Customizable Pipelines, Products Catalog, Custom Fields, Data Imports & Export, etc.
  • Customers/Industries: SugarCRM targets Accounting, Advertising, Aged Care and Community Services, Agriculture, Food & Beverages, Healthcare, Insurance, Manufacturing, Media, Non-profits, etc. SugarCRM has costumers like Casabaca Toyota, Lomas Travel, Credaris, etc. HubSpot Sales Hub targets businesses in software, manufacturing, etc. Customers using HubSpot are VMware, Suzuki, SoundCloud, WWF, Trello, Survey Monkey, ClassPass, etc. Zoho CRM targets businesses in Financial Services, Life Sciences, Retail, Real Estate, Agencies, Insurance, etc. Customers using Zoho CRM are The NetMen Corp, JusCollege, Sherpa Digital Media, RainTree, etc.
  • Cost: SugarCRM starts at £39 for a minimum of 3 users and a maximum of 5 users. SugarCRM comes with a free trial and version. HubSpot starts at $45 per month and is billed at $540 annually. Zoho CRM starts at $12 per user per month billed annually and $18 monthly. Pipedrive starts at $12.50 per user per month, billed annually, and $15.00 billed monthly.
  • Cloud-based/On-premise: SugarCRM and all its alternatives are cloud-based. SugarCRM has an On-Premise version for Windows and Linux.
  • Popularity: HubSpot is publicly traded on the NYSE under the HUBS symbol. HubSpot has 128,000+ Customers in over 120 countries. Zoho CRM (a product of Zoho Cooperations) is privately held and empowers a global network of over 250,000 businesses in 180 countries. Pipedrive is also privately held, with 100,000+ customers.
  • Scalability: SugarCRM and all its alternatives can accommodate organizations of all sizes.
  • Support: SugarCRM only offers the 24/7 (Live Rep) and Chat support channels. Pipedrive, HubSpot Sales Hub, and Zoho CRM offer Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live Rep), and Chat.

What is the cost of SugarCRM?

SugarCRM offers three license pricing options; Sell Essentials, Sell Advanced, and Sell Premier. Sell Essentials starts at £39 for a minimum of 3 users and a maximum of 5 users. Sell Advanced starts at £64 for a minimum of 3 users. Sell Premier starts at £108 for a minimum of 10 users. Sell Essentials offers features like Account Management, Contact Management, Lead Management, Opportunity Management, etc.

Sell Advanced comes with everything in Sell Essentials plus Intelligent Lead Prioritization and Intelligent Opportunity Prioritization. Sell Premier comes with everything in Sell Advanced plus Guided Selling, Data Enrichment, News Feed, etc.

What is the REAL total cost of implementation? on top of the total cost of licenses which is easy to calculate you need to add the cost of training, customization, data migration, and other "hidden cost". ITQlick pricing score is 4.4 out of 10 (10 is most expensive). You can fine here the REAL total cost breakdown for SugarCRM. You can also find here pricing information from SugarCRM's website.

What should you ask SugarCRM during a demo session? (65 questions)

Schedule a demo with SugarCRM and access 65 must ask questions for the vendor while watching SugarCRM in action. Visit the vendor's website here.

Where SugarCRM is used?

SugarCRM is a good choice for sales teams looking for a CRM system that allows salespeople to maintain and share contacts and prospects, manage and upsell to current clients, and forecast income. Customers of SugarCRM include Cortech Developments,, Hermann Hartje, Delv, Unite, Neenah, Quirion, and others.

List of categories

Call Center
Complaint Management
Customer Relationship Management
Customer Service
Customer Success
Lead Generation
Team Collaboration
Real Estate CRM
Self-Service Portal
Social CRM
Field Service
Marketing Automation

List of features

Customer Service
Email Marketing
Marketing Automation
Sales Automation
Collaboration Center
Campaign Management
Case Management
Contact Management
Contract Management
Customer Self Service Portal
Customer Service
Customer Support Tracking
Email Marketing
Marketing Automation

SugarCRM Vs. Alternatives

ITQlick rating
License pricing
ITQlick rating
License pricing
$52 per user/month
ITQlick rating
License pricing
$12.50 per user/month
ITQlick rating
License pricing
$25 per user/month
Zoho CRM
ITQlick rating
License pricing
$14 per user/month
ITQlick rating
License pricing
$19 per user/month


Shlomi Lavi

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Shlomi holds a Bachelor of Science (B.Sc.) in Information System Engineering from Ben Gurion University in Israel. Shlomi brings 15 years of global IT and IS management experience as a consultant, and implementation expert for small, medium and large size (global) companies.