SugarCRM Customer Reviews 2025 | Customer Relationship Management

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SugarCRM

Composite Score

8.4 /10

CX Score

8.7 /10

125 Reviews

What is SugarCRM?

At SugarCRM is a CRM Platform that leverages Enterprise鈥檚 core capabilities as a baseline for highly tailored applications and orchestrates 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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10 Top Rated Capabilities

9 Top Rated Features

Latest Award, 2025

Service Experience
Contract Negotiation
Conflict Resolution

2025

1 Top Rated Capabilities

3 Top Rated Features

2024

Strategy and Innovation
Service Experience
Product Impact
Contract Negotiation
Conflict Resolution

2024

1 Top Rated Capabilities

1 Top Rated Features

2023

2023 Emotional Footprint Champion

2023

Contract Negotiation
Conflict Resolution

2023

2022 Data Quadrant Champion

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 Champion

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.

88 Likeliness to Recommend

1
Since last award

94 Plan to Renew

88 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.

+93 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?

0% Negative

4% Neutral

96% Positive

Pros

Fair
Caring
Generous Negotitation
Respectful

Feature Ratings

Average 87

Lead Management

Account and Contact Management

Collaboration

Mobile

Activity and Workflow Management

Customer Service Management

Sales Management

Telephony and Call Center Management

Marketing Management

Quote Contract and Proposal

Analytics and Reporting

Vendor Capability Ratings

Average 85

Ease of Customization

Ease of IT Administration

Ease of Implementation

Business Value Created

Breadth of Features

Usability and Intuitiveness

Ease of Data Integration

Quality of Features

Product Strategy and Rate of Improvement

Availability and Quality of Training

Vendor Support

SugarCRM Screenshots

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

SugarCRM Reviews

Satyanarayen R.

Role: Sales Marketing
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Oct 2022

Need a lot of improvements as a CRM

Likeliness to Recommend

7 /10

What differentiates SugarCRM from other similar products?

No big differentiating factor

What is your favorite aspect of this product?

Analytics dashboard

What do you dislike most about this product?

UI & Speed

What recommendations would you give to someone considering this product?

There are much better CRMs in the market. Go for it

Pros

Caring
Client Friendly Policies
Trustworthy
Effective Service

Cons

Inhibits Innovation
Slower Product Innovation
Commodity Features

Joan M.

Role: Information Technology
Industry: Other
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Mar 2022

SugarCRM is amazing and very intuitive

Likeliness to Recommend

9 /10

What differentiates SugarCRM from other similar products?

SugarCRM has helped us to complete our daily tasks faster. You can clearly see all the project activities and which ones are assigned to each team member, which is very useful to move the work forward quickly. We are very happy with all the tools that this software brings because it simplifies our working hours.

What is your favorite aspect of this product?

A very clean and organized interface, where everything is quickly available and you can see clearly, the tasks and their progress. Its reports are very good, it contains all the weekly and monthly information we need to know how the activities are going. The technical support was always very friendly with every request we had.

What do you dislike most about this product?

It can be a challenge to install the program, but with the help of their technical support, it is possible. The platform gets a bit cumbersome at times and their alert and reminder systems are not arriving in real time, which has caused some delays in tasks.

What recommendations would you give to someone considering this product?

One of the easiest crm to use, with a very simple interface, that everyone in the office knew how to use quickly. Useful for all departments in the company and even for remote workers, as it has allowed them to have a record and follow up of their daily activities.

Pros

Helps Innovate
Continually Improving Product
Performance Enhancing
Trustworthy

Idania M.

Role: Operations
Industry: Retail
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Jan 2022

Likeliness to Recommend

9 /10

Pros

Helps Innovate
Reliable
Inspires Innovation
Respectful

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SugarCRM

What is SugarCRM?

Company Details

Need Assistance?

Awards & Recognition

2023 Emotional Footprint Champion

2022 Data Quadrant Champion

2022 Emotional Footprint Champion

2021 Data Quadrant Champion

SugarCRM Ratings

88 Likeliness to Recommend

1 Since last award

94 Plan to Renew

88 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+93 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.

Collaboration Includes ability to view, share and direct work between co-workers in real or near real-time.

Mobile Ability to support multiple devices, OSes and platforms using mobile optimized, HTML-based web access and/or native applications.

Activity and Workflow Management Text or code-based and visual workflow designers.

Customer Service Management Includes case and ticket management, automatic escalation rules, advanced resolution tools, multi-channel integration, and in-band response capabilities.

Sales Management Lead gen, pipeline management, team & geography-based assignment. Compensation & contract management. Ability to pull customer data from the social cloud.

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).

Marketing Management Multi-channel campaign management and analytics, budget tracking, click-to-lead capabilities, and social property management, keyword mining, and analytics.

Quote Contract and Proposal Includes web portals, quoting capabilities, order tracking and fulfillment, and rapid deployment templates for e-commerce sites.

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.

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.

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.

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.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

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.

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.

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

Satyanarayen R.

Need a lot of improvements as a CRM

Likeliness to Recommend

Pros

Cons

Joan M.

SugarCRM is amazing and very intuitive

Likeliness to Recommend

Pros

Idania M.

Likeliness to Recommend

Pros

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Title

1
Since last award

Feature Ratings

Lead Management

Account and Contact Management

Collaboration

Mobile

Activity and Workflow Management

Customer Service Management

Sales Management

Telephony and Call Center Management

Marketing Management

Quote Contract and Proposal

Analytics and Reporting

Vendor Capability Ratings

Ease of Customization

Ease of IT Administration

Ease of Implementation

Business Value Created

Breadth of Features

Usability and Intuitiveness

Ease of Data Integration

Quality of Features

Product Strategy and Rate of Improvement

Availability and Quality of Training

Vendor Support