# SugarCRM Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is SugarCRM the right CRM solution for you? Explore 412 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/231638/SugarCRM/reviews --- SugarCRM 3.8 (412) [View alternatives](https://www.capterra.com/p/231638/SugarCRM/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Reviews of SugarCRM Ease of use 3.7 Customer Service 3.7 ## Pros and Cons in Reviews MD Michele D SysAdminInsurance, 501 - 1,000 employeesUsed the software for: More than 2 years. “Overall, SugarCRM is a good tool to manage all your contacts and create marketing campaigns (by email, by text messages, etc.).“ December 11, 2023 HM Hanane M FreelanceMarketing and Advertising, Self-employedUsed the software for: 6-12 months. “The difficulty of using this application from a mobile phone“ January 29, 2024 DB David B CEOTelecommunications, 11 - 50 employeesUsed the software for: 1-2 years. “It is really a good product, they are currently making important changes, and integrations with other apps, it is very quick to learn to use and manages similarity in all its modules.“ October 30, 2023 PG Phil G Managing PartnerReal Estate, 2 - 10 employeesUsed the software for: More than 2 years. “Storage space is an issue and your forced to buy more storage even when its Sugar's temp files building up.“ August 10, 2022 IL Ira L Regional Manager - SalesInformation Technology and Services, 51 - 200 employeesUsed the software for: 1-2 years. “Reporting is easy to build and profiles are simple to set up.“ July 21, 2025 TB Tom B Customer Experience ManagerChemicals, 51 - 200 employeesUsed the software for: 1-2 years. “However, they did not work as promised and we ultimately had to purchase the more expensive licenses to allow our team access. When we made the purchase, the team at Sugar deactviated all other licenses on our account, despite the fact that we were only half way through our annual contract, which we'd already paid for.“ August 30, 2021 Marvin D ownerDesign, 2 - 10 employeesUsed the software for: 6-12 months. “easy to use had a low cost open source version loved it loaded with crm features“ October 11, 2024 Deepa K Campaign SpecialistInformation Technology and Services, 1,001 - 5,000 employeesUsed the software for: 6-12 months. “The UI look bit outdated.“ September 17, 2022 ## Showing most helpful reviews Showing 1-25 of 412 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Julia Maria M. Market Specialist Information Services Used the software for: 1-2 years ### "A complete history of calls, emails, and customers in one location only" July 7, 2022 4.0 SugarCRM offers you a way to monitor all the clients and leaflet details so you can keep everyone within the business on the same page, from ads to distribution to support to everyone to work with a system to get a detailed view of what is going on for each and every customer and future buyers. This is where I can show the details that are most important for my day, whether it is my channeling of potential clients, the weekly operation and predictions from my staff, or my allocated customer service cases. The home page can be personalized for any division of Sample with exactly the right details for every user. The browser bar at the top of the screen is the preferred position, but it can be placed sideways, floating or at the bottom. Pros The software provides a robust search feature that allows you to search by name, phone number, and other data values that I need. A standard profile account view would highlight the key information in the configuration of the presentation card, which may include phone number categorizations and to whom the account is allocated, for example. Admin software provided with SugarCRM enables the setup of each screen such that The company wants, including adding personalized infinite areas, changing values on any deployable list, and arranging everything and all. Another main way in which I can use SugarCRM phones or tablets when out of the office, helps you to extract some data through searches and tables, you can quickly call a contact and when you have a call. Cons You will choose to separate and divide the data into different categories. one way that you might do this is through searches, you will get to sort so many that you can get lost in so much dating. Review Source CE Casey E. Product Manager Health, Wellness and Fitness Used the software for: 6-12 months ### "Round the clock support" July 1, 2023 5.0 Pros First of all SugarCRM has a great set of features that outperforms many competitors. It comes with round the clock support and user forums for quick fixes and learning. Pipeline management and analysis powered by AI both thoroughly impressed me. I liked the integration with marketing.Dashlets are great organizers and lists are adjustable by filters. SugarCRM is customizable on many fronts. Cons I don't like how much we're paying for Sugar CRM. I don't like the learning curve that comes with it, it's hard even with great support. To me it doesn't look like enough care was taken to make a user friendly interface.Permissions for the entire team proved to be one of the worst tasks next to getting contacts imported which I had to do manually. Alternatives considered [HubSpot CRM](https://www.capterra.com/p/152373/HubSpot-CRM/) Switched from [Less Annoying CRM](https://www.capterra.com/p/118921/Less-Annoying-CRM/) SugarCRM offers such a great set of features. Review Source Dijin D. Client Partner Information Technology and Services Used the software for: 1-2 years ### "A CRM software which fits in budget but lacks needy features" August 8, 2022 3.0 It needs improvement, I don't want to spend a lot of time in juggling around with my list. This software is only a little better than MS excel. Pros Maintaining records helps in avoiding any misses in journey to achieve the targets. Cons It is quite time consuming to work with this software. There needs to some kind of an optimization or additional features to help navigate things faster. Review Source VR Verified Reviewer Sr. Executive Sales and Research Information Technology and Services Used the software for: 2+ years ### "Indeed a great CRM with effective results" May 26, 2019 5.0 Overall my experience with this CRM is great. I am using it daily and I can say that my daily work is incomplete without it. It is so simple to use and provides amazing results for reports and dashboards, their customer's support team is very responsive. Pros I am using it for more than three years and like almost everything about it. This CRM is very easy to use because of its simple design and easy to use user interface. I like the way SugarCRM provides reports and dashboards which is very easy to understand. SugarCRM provides secruity of data and information and now I can handle the different campaigns, create a different campaign for anyone and even get a complete picture of it very easily. Cons I would like to highlight one thing that I dislike about it which is its overall cost. A small organization may not afford this CRM but overall it is worth to spend on it. Alternatives considered [Zoho CRM](https://www.capterra.com/p/155928/Zoho-CRM/)[Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/) Reason for choosing SugarCRM We choose this because it has strong customer support team and it is less expensive compared to there products. Review Source PH Paul H. Consulting Manager Information Technology and Services Used the software for: 2+ years ### "Ok application, better, cheaper alternatives exist" January 21, 2021 4.0 It is an OK application, Sugar has stood still in time and, when you consider the app out of the box, its pretty much standard. Sugar has divided its stack into various products for marketing, for sales, for support only making it a very expensive when you consider other options in the market Pros Very stable, solid easy to use, administer Easy to implement and deploy Reporting is good and allows fro complex reports to be built Cons It has not changed in a looong time (perhaps years?) For the functionality, it is expensive - better options exist Marketing is poor (unless you go for Sugar marketing apps which are expen$ive!) Alternatives considered [Freshsales](https://www.capterra.com/p/155563/Freshsales/)[Bitrix24](https://www.capterra.com/p/113540/Bitrix24/) Reason for choosing SugarCRM At the time, the other options were not developed enough. Today, they far-surpass Sugar. Today, I would not go for Sugar at all... Review Source HM Hanane M. Freelance Marketing and Advertising Used the software for: 6-12 months ### "Task management" January 29, 2024 4.0 A very wonderful experience and still like you Pros The application is easy to use and provides a range of great services and features for Customer Relationship Management . Cons The difficulty of using this application from a mobile phone Switched from [Vtiger CRM](https://www.capterra.com/p/112491/vtiger-CRM/) Provides a set of tools for Customer Relationship Management Review Source KF Katie F. Social Team Lead Marketing and Advertising Used the software for: Less than 6 months ### "The Pros and Cons of Sugar" January 14, 2020 4.0 Overall, I really enjoyed Sugar and think it would be a great fit (especially for the lower price point!) for marketing and advertising agencies that are looking to build out custom flows. Their customer care team was incredibly helpful and knowledgeable, and I really enjoyed working with them. Pros The SugarCRM team was incredibly helpful and supportive during our decision between various CRMs we were testing out, namely Salesforce and SugarCRM. They were flexible, accommodating and had amazing customer service throughout the process, even willing to develop new APIs to integrate with our proprietary billing system 90% of our clients were on. I really enjoyed the visuals of Sugar - as all the bells and whistles were there, but it didn't seem overwhelming (as Salesforce can) and it's geared more towards marking service teams, like my division of the business. I also really find the dashboard visuals to be superior to Salesforce. Overall, the price point was better than Salesforce, too. Cons Since Sugar is geared towards marketing and sales teams, it wasn't a great fit for the other teams within our organization (i.e. one-time products like printing, etc.). Though workflows are cleaner and more intuitive than Salesforce, there wasn't quite as many bells and whistles (i.e. it was difficult to build in processes that involved external teams that we outsource to). Alternatives considered [Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/) Reason for choosing SugarCRM We didn't - we ended up choosing Salesforce over Sugar, simply due to the fact that we had to incorporate other areas of the business already in Salesforce and ultimately they were able to provide all the necessary features. For other orgs, I would recommend Sugar, as it's an amazing product. Review Source SG Sarthak G. CRM Developer Computer Software Used the software for: 2+ years ### "SugarCRM is quite efficient for Real Estate Business" June 8, 2021 5.0 I have launched many products using these Platforms. It helped me a lot in uplifting my business. Pros It easily gets integrated with many applications. Cons The process of Installation, and sometimes it hangs m system. Alternatives considered [Zoho CRM](https://www.capterra.com/p/155928/Zoho-CRM/)[Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/)[SuiteCRM](https://www.capterra.com/p/136373/SuiteCRM/) Reason for choosing SugarCRM As compared to the salesforce it is quite underrated while having the same level of productivity. Review Source LINDA S. Sales Marketing Manager Automotive Used the software for: 1-2 years ### "Very versatile user interface and report generation features are wonderful" December 27, 2021 5.0 It is quite simple to get started. The search engine is fantastic. It allows us to easily manage a large amount of information. The database system may quickly copy the data to some other servers. It is connected with email and is particularly useful for receiving email updates. Several third-party technologies, like Act-On, can be integrated. Pros Dashboard collaboration now makes business-critical data accessible to those who require it. The total features ensured that the common perception of a CRM will now shift from a pragmatic, reviewable database to an operational, process-driven platform which will save time, generate benefits, and, as the motto states, "Do the job for you." Cons The user interface is not very inviting. The customer experience is mediocre. It does not allow for multiple device logins. As a result, it might be difficult to use occasionally. The smartphone app should be improved, since it does not feel up to all the same grade and appears to be a mistake. Keep in mind that many customers are out in the workplace and may not always be seated beside a pc. Review Source Victoria G. Receptionist Oil & Energy Used the software for: 2+ years ### "Excellent Community CRM" February 12, 2019 5.0 SugarCRM Community edition has been a great daily driver for my music business. It's reliable, and has enough functionality to enable me to record all the key data that I need. The ability to self-host the platform is fantastic, because it helps keep costs down, and when you work on a small-scale, you don't need all of the processing power of a paid hosted solution. Definitely a great option if you have the savvy to install and maintain your own instance on your web server. Pros I used the self-hosted community CRM for several years for my own music business. It has a ton of functionality that matches a lot of the basic features you find in Salesforce Classic. It's a great tool for keeping track of client data, deal tracking, etc. It's also nice to be able to self-host the platform as well as it's a lot more affordable than using a paid SaaS solution. Cons SugarCRM Community Edition looks pretty dated. If you don't have a lot of experience with the typical CRM data model concept, it can be hard to figure out how to use the system. The interface could be modernized to make it easier to navigate and find your way around. Another downside to being the Community Edition is that you need to know how to install and maintain the platform on your own server, but this is also a plus if you do have these skills. Review Source MHM Mashudu Hilary M. Freelancer Computer Software Used the software for: 1-2 years ### "An effective software to keep a great relationship with your custormers and clients " July 2, 2022 5.0 Sugar CRM has been a great software for my business. Ever since I started using it, I have been able to manage and sort out organization structures easily. The way I deliver customer service and manage a relationship with them has changed for the better. Pros Sugar CRM as a software is great because it comes with a customizable home page since it is an open source platform. Features such as the new user wizard tool, shortcut bar and downloadable plugins are just ingenious. I like how the software comes in a diverse range of languages which number 9 in total. Sugar CRM provides data and information security meaning I am assured of protection from internal and external corruption which might have dire consequences. The software can be intergrated with other software such as Zendesk, Happy fox or Pardot just to mention a few. Sugar CRM is a very good marketing platform which has aided my small business to grow exponentially. With the software, I am able to keep track of client data and track deals with ease. With the lead management feature, I am able to generate potential business clientele, acquire and manage potential clients up untill the point where a deal can be closed. Cons From my time using the software I have found the software to be very slow when running through Sugar's own servers. The sheer number of options present on the dashboard can be perplexing, especially for users who might not have much expirience in CRM data models. Lastly, over the years the software has become a bit dated and this has forced me to move to other CRM software such as HubSpot. Review Source RS Randy S. President Chemicals Used the software for: 2+ years ### "No Support " June 23, 2022 2.0 We tried to end the agreement after severalyears of no support. After several months of sending emails to a handful of unresponsive people, we decided to send them a few more thousand dollars in hopes that they will delete our data and leave us alone. We don't want to involve lawyers, but that's the next step and ours are aware of the situation. Pros The CRM was easy to set up on our own. This was fortunate, because Sugar did not support their product. We paid UpCurve Cloud (3rd party design) to implement, but they didn't help because they did not get support from Sugar either. Cons There was a total lack of support from the company. It took them weeks to respond to emails and phone calls and the people we talked to were not able to help with the issues and didn't feel empowered to pass along our concerns or even stop our subscription. Review Source Response from SugarCRM July 15, 2022 Some good and bad in this review. We are glad that you agree that SugarCRM is easy to implement and thank you for being a customer for these past four years. We are sorry that you had a bad experience with a partner. We do not have any insight into the nature of this dispute in 2018. SugarCRM is committed to supporting our product whether you purchase the product from a partner or directly from us. For access to our award winning customer support team, visit support.sugarcrm.com. MC Marco C. IT Expert Consumer Services Used the software for: 1-2 years ### "SugarCRM Is a Great and Reliable Solution" April 17, 2024 5.0 Pros I like the effective features of SugarCRM. SugarCRM has been a brilliant and reliable CRM solution. Cons SugarCRM is amazing and flawless. SugarCRM works so well for us. Review Source MD Michele D. SysAdmin Insurance Used the software for: 2+ years ### "A basic out-of-the-box CRM system" December 11, 2023 3.0 Overall, SugarCRM is a good tool to manage all your contacts and create marketing campaigns (by email, by text messages, etc.). Import/export tools are quite well developed, whereas other integrations and features are to be paid separately. Pros SugarCRM is fairly easy to set up on a php+mysql (or other database) server. Cons Support is not always very responsive. Also, the GUI is quite outdated. Reason for choosing SugarCRM We chose SugarCRM because it was developed on PHP, that worked well with our systems. Review Source VR Verified Reviewer Business Banking Used the software for: 2+ years ### "Base level reporting CRM" August 29, 2022 3.0 Pros Sugar CRM has interesting potentially especially for small companies that have low budget. It's a great pro having the possibility to host it in proprietary servers. Cons Local host means having a slow CRM and also it's hard customizing reports and data visualization tool to track activities. Review Source CS Clint S. Head of Sales Computer Software Used the software for: 2+ years ### " Don't settle for SugarCRM" August 5, 2022 2.0 Pros SugarCRM was fairly easy to get base-level reporting created, and without any training. Cons The mobile aspect is quite lacking... not good for a leader/manager who wants to check detailed data on the go or away from the office. We had a full-time SugarCRM admin onsite, and even he had trouble creating the level of detail we needed. Our requests weren't unique, we learned, when another software CRM was able to immediately handle them right out of the box. Alternatives considered [Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/) Reason for choosing SugarCRM Lower cost (and later regretted it) Review Source GG Gaurav G. Senior Web Analyst Food & Beverages Used the software for: 1-2 years ### "Complete CRM Tool with Analytics Integration" June 21, 2020 3.0 I have been able to solve the business problem of tracking new prospects who eventually became customers, which channels drove that new customer acquisition and how much revenue those new customers generated. As well as, providing insights to my marketing team around which customers are planning to quit so they can try running some nurture campaigns to avoid losing those on-the-fence customers. In short, SugarSell helped improve both quantity and quality of customer leads at low cost. Pros As an analyst, I use SugarSell to track new prospects who submit become a customer form to become customers of my food service company. The feature I find most productive is the ability of SugarSell software to assign a source of website, social, email, sales representative, campaign, etc. and track customer journey from acquisition to conversion. As well as, integrate with Salesforce Marketing Cloud platform, so my marketing team can run both customer acquisition and customer retention or nurturing campaigns. As a result of this prospect tracking and seamless connection with Salesforce, targeting those prospects for customer acquisition and retention became more automated and efficient. Hence, both quantity and quality of those leads continued to grow year-over-year and resulted in higher sales for our business. In the nut shell, we got high long term value with low short term investment in a CRM software. Cons I struggled with adding a new source of voice assistant, chatbot and mobile app to SugarSell CRM reporting tool. Because it needed additional development resources who could modify implementation code. The second source of challenge was not easily able to connect Google Analytics UTM campaigns tracking with SugarSell CRM leads tracking. So, it was difficult to correlate the two data sources to each other in a single table using a common key and build a marketing data lake. Similar concerns existed when trying to bring CRM data, campaigns data and invoice sales data from MicroStrategy into one warehouse. So, it will be nice if SugarSell added some big data enhancement capabilities to their tool. Review Source PG Phil G. Managing Partner Real Estate Used the software for: 2+ years ### "Great at first but degrades over time" August 10, 2022 4.0 Pros We could customize it in-house without paying a lot of outside consulting fees Cons Storage space is an issue and your forced to buy more storage even when its Sugar's temp files building up. Alternatives considered [Odoo](https://www.capterra.com/p/135618/Odoo/) Review Source CC Chris C. CEO Computer Networking Used the software for: 2+ years ### "Bargain paid open source CRM with lots of power" February 17, 2017 4.0 In my opinion, one of the top two open source CRM apps. A responsive web interface which works the same on all smartphones tablets laptops and desktop computers, no app required. The CRM of choice used by many upstart aggressive disruptive companies of all sizes. Highly cost effective, and expandable with tons of third party PHP modules available from the SugarOutfitters app store, such as connectors to your phone system, document system, marketing automation, reports, social media, etc. A complete bargain when compared with the usual salesforce which runs inside a restricted environment. Way more customizable because you have the wide ranging freedom of adding the latest innovations of PHP code to strengthen and automate your CRM. Pros Open source roots. Benefits from the rising tide of PHP innovations which let you keep up to date by adding new modules for a very affordable prices. There is a massive community of PHP developers available to help build custom modules for you for cheap prices, if you don't have PHP programming skills. Cons It can take some time to get used to how to use it. Also, it's too bad the free SugarCRM CE (Community Edition) version 6.5.25 is somewhat outdated, and updated only to fix security bugs. Although, it's about 75% the same features as the paid current version of SugarCRM Pro 7.8. Review Source George D. CEO Printing Used the software for: 2+ years ### "Plug-In Cause Problems" September 12, 2018 4.0 I bought Sugar because it is less expensive than Salesforce. But not so sure this is the best solution out there. Doesn't have great ability to use this for marketing programs. Pros Very easy to customize. We run our entire business using it. Cons We have had issues with some of the plug-ins. Our current integration to Sage100 accounting is broken. One of the others broke the functionality and took a week to figure out. The annual fees for the plug-ins are also expensive. Review Source VR Verified Reviewer Analista de Aplicaciones Internas Information Technology and Services Used the software for: 2+ years ### "Sugar CRM" September 27, 2018 3.0 I can do almost everything I need Pros What I like most is that we can create reports easier, I can create new custom fields and add functions. I like the workflow - I added for send emails to an admin account to report when a opportunitie is closed and is part of a project - and this email creates a new record in my project system. I can create Modules as I need Cons Is very difficult to work with the API´s´, at this moment i cant work with them . and IT Sugar support is not helping me. The thing i Dont like if you want to create a Report Type:Summary you cannot add the Text Fields, is not showing in the system, this type field in the version 7.0 it was added but in the new version is not there any more, and I reported this to Sugar Support but they do not do anything, I think is a kind of a bug but they are not doing anything. Review Source Valerie P. Project Lead Computer Software Used the software for: 1-2 years ### "In the past, I have been a SugarCRM administrator for a Software Sales company." June 13, 2018 3.0 The software itself was a great place to house my data in an organized fashion. I was able to report upon the data, and additionally could assign and reassign accounts and contacts with ease. This was a value driven solution for my company at the time, since Salesforce was too pricey. Pros There is a lot of simplicity with using SugarCRM. It was straightforward, and user friendly. The value of the product is pretty good for what you are paying, and it is relatively easy to administer. There are different directions you can go with reporting, for example: tabular, summary and matrix report types. I integrated this CRM with Pardot Marketing Automation software and was not disappointed with the integration, as it worked pretty seamlessly together. Cons This CRM obviously is more economic than the likes of Salesforce - but you get what you pay for. I found it difficult to manage my duplicate records, and a lot of the bells and whistles that could potentially make your work flow easier are not present. I would consider this a "bare bones" CRM solution. Review Source Saad A. Business Development Manager Information Technology and Services Used the software for: 1-2 years ### "Innovative and much better UI" July 30, 2015 4.0 We have used SugarCRM for our Sales, Support and even Project management In the process of evaluating something that is cost effective and and innovating flexible solution which is highly customisable, the answer was pretty simply SugarCRM Pros SugarCRM acts more of a Platform than an application and we have the choice to host the same application on Cloud, on-premise or anywhere The best thing is the modern UI, and no. of connectors available to integrate Sugar with are abundant The Sugar Support is amazing and the APIs, documents, resources and open and easily accessible with a lot of self learning material. They have their own free University. All the Enterprise features are available at a cost a basic CRM Cons Calendar sync is an issue and Email Client inbuilt in Sugar has sad UI Mobile app is a little slow when it loads the first time Cannot change the theme with our Company schema Marketing tool needs improvement especially compared to what is now available and many times Emails hit rate is extremely low Review Source VR Verified Reviewer Marketing Coordinator Financial Services Used the software for: 6-12 months ### "A great CRM tool" October 19, 2022 5.0 Overall experience is amazing for a beginner and a great CRM platform to start working on with. Pros Its amazing features differentiate it from other CRM platforms.It's very simple to use this CRM tool Cons Sometimes it hangs a bit while switching from one view to another but that's a very rare situation Review Source Lucas K. Manager Mechanical or Industrial Engineering Used the software for: 2+ years ### "Customizable CRM at about half the price of SalesForce" August 15, 2017 4.0 Helps keep sales leads and opportunities much more organized. Good client database. Pros Customizable, good report generation module, integrates well with Microsoft Office programs and QuickBooks Cons I wish there were more integrations with other software, i.e. Constant Contact. Most major software programs seem to be very focused on SalesForce integrations with everything else an afterthought. 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