SugarCRM v/s SalesForce - Comparison

Before we jump to the comparison of SugarCRM and SalesForce, let's understand that both SugarCRM and Salesforce have earned well their top position in the customer relationship management (CRM) space. While Salesforce dominated the market, SugarCRM has always been its strongest contender since the 2000s. What makes them maintain their lead is their sole focus on CRM products and solutions, unlike their peers and competitors  

Salesforce has been in the market for a while, so it has become a benchmark to compare other products. In fact, Salesforce’s third-quarter revenue in 2020 has increased to $4.5 billion, up by 33 percent year-over-year. On the other hand, SugarCRM’s estimated annual income is $106.9 million and continues to grow. 


Started at as an open-source project by founders Clint Oram, John Roberts, and Jacob Tyler, SugarCRM marked its entry in 2004. It has the highest net promoter score among all the CRM market leaders. You can download its commercial platform free of cost as well as get highly customizable features. 

Meanwhile, the differentiating factor that Salesforce brings to the table is their remarkable way of discovering every customer's needs. Its services have grown to cater to clients from marketing, customer service, and eCommerce spaces. Though buyers need an expert to install the solution for them, the application’s customizable features provide unique benefits to each business. It keeps increasing its list of loyal customers. 

SugarCRM and SalesForce - Differences in Features 

Every major analyst firm has acknowledged SugarCRM’s ability to simplify architecture, boost CRM strategies, and offer all types of enterprises good results. Its primary focus is on customer support executives, managers, help desk agents, vendors, and salespeople. The solution’s user-friendly interface helps in collaboration, automating sales, improving marketing campaigns, providing exhaustive reporting, and backing customer support. 

Though Salesforce has similar features, its Lightning version comes with Case Kanban. So, you can drag and drop according to your requirements. You can integrate with other Salesforce products and increase the list of available features. Its chatbot tool has the latest AI features. So, the solution can collect customer data and reflect it on a dashboard to improve your centralized visibility. You also get projections and suggestions from the Salesforce service desk to enhance your efficiency. The downside is that you must manually install the extra features. 

SalesForce v/s SugarCRM - Comparison Matrix






 Platforms It Supports 

  • Web-based 
  • Android applications  


  • Web-based 
  • iPhone applications 
  • Android applications  

 Customer Base 


  • Freelancers 
  • Applicable to businesses small, midsize, and large 


  • Freelancers 
  • Applicable to businesses small, midsize, and large 

 Customer Support 




  • Phone 
  • Online 
  • Knowledgebase 
  • Video tutorials  

 Differentiating Features 


  • API 
  • Email Integration 



  • API 
  • Activity Dashboard 
  • Activity Tracking 
  • Ad hoc Reporting 
  • Approval Process Control 
  • Budgeting 
  • Business Intelligence 
  • Campaign Management 
  • Campaign Planning 
  • Case Management 
  • Collaboration Tools 
  • Commenting 
  • Configurable Workflow 
  • Contact Database 
  • Contact History 
  • Contact Management 
  • Conversion Rate Optimization 
  • Conversion Tracking 
  • Customer History 
  • Dashboard Creation 
  • Data Capture and Transfer 
  • Data Visualization 
  • Drag & Drop Interface 
  • Email Templates 
  • Email Tracking 
  • Engagement Analytics 
  • Event Tracking 
  • Filtered Views 
  • Follow-up Scheduling 
  • Forecasting 
  • History Tracking 
  • Inbox Management 
  • Lead Distribution 
  • Lead Management 
  • Lead Nurturing 
  • Lead Scoring 
  • Microsoft Outlook Integration 
  • Mobile Integration 
  • Multi-Campaign 
  • Multi-Channel Marketing 
  • Multi-Currency 
  • Opportunity Management 
  • Partner Management 
  • Performance Reports 
  • Permission Management 
  • Pipeline Management 
  • Pipeline Reports 
  • Preview Functionality 
  • Projections 
  • Prospecting Tools 
  • Quote Management 
  • Real-Time Notifications 
  • Reminders 
  • Reporting & Statistics 
  • Sales Analytics 
  • Sales Forecasting 
  • Sales Reporting 
  • Sales Tracking 
  • Social Media Integration 
  • Task Tracking 
  • Territory Management 
  • Version Control 
  • Workflow Management  



  • Constant Contact 
  • Gmail 
  • HubSpot CRM 
  • HubSpot Marketing 
  • Mailchimp 
  • QuickBooks 
  • Wordpress 
  • Xero 
  • Zapier 
  • Zendesk  


  • Constant Contact 
  • Gmail 
  • Mailchimp 
  • Slack 
  • Wordpress 
  • Zapier 
  • Zendesk 





  • Encryption of sensitive data at rest 
  • HTTPS for all pages (web-based apps) 
  • Reports/alerts for security breaches 
  • Multifactor authentication options  



  • Starting Range: $52/month 
  • Free trial 
  • Subscription-based 
  • Plans: Sugar Professional, Sugar Enterprise, Sugar Serve, Sugar Sell, Sugar Market  


  • Starting Range: $25/month 
  • Free trial 
  • Subscription-based 
  • Plans: Lightning Essentials, Lightning Professional, Lightning Enterprise, Lightning Performance  



  • Services 
  • Manufacturing 
  • Communications 
  • Finance 
  • Healthcare 
  • Media 
  • Retail 


  • Services 
  • Manufacturing 
  • Healthcare 
  • Communications 
  • Finance 
  • Retail 
  • Energy and Utilities 
  • Government 
  • Media 
  • Miscellaneous 
  • Transportation   


Salesforce is dominating Gartner’s Magic Quadrant for Sales Force Automation for the thirteenth time, according to the 2019 report. SugarCRM has also earned its place a visionary in the quadrant. Moreover, it is a leader in SaasWorthy’s 2019 list of Top 20 fastest growing software. 

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