# SugarCRM Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is SugarCRM the right CRM solution for you? Explore 413 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 (413) [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 Simple and flexible setup process 89% positive reviews out of 37 Most reviewers report setup is straightforward, allowing easy customization and quick deployment for various business needs. Unintuitive and dated interface 52% negative reviews out of 44 Some reviewers feel the user interface is clunky, unattractive, and not intuitive, requiring extra effort to navigate. Comprehensive customer tracking features 97% positive reviews out of 32 Most reviewers describe customer tracking as robust, letting us organize, monitor, and engage clients efficiently across multiple channels. Outdated versions and slow updates 69% negative reviews out of 42 Most reviewers indicate updates and versions are infrequent, with outdated interfaces and slow improvements impacting usability. Centralized client relationship management 96% positive reviews out of 23 Most reviewers find client management effective for organizing data, tracking interactions, and maintaining strong client relationships. Frequent bugs and instability 84% negative reviews out of 31 Most reviewers report bugs and issues cause frequent crashes, instability, and unreliable performance, disrupting daily operations. ## Showing most helpful reviews Showing 1-25 of 413 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 sB sanjay B. Marketing Specialist Electrical/Electronic Manufacturing Used the software for: 6-12 months ### "Robust Platform to have wide customer relationship" March 4, 2023 4.0 SugarCRM is a robust and feature-rich platform that can help businesses of all sizes improve their customer relationships and streamline their operations. It has a large and active user community, with regular updates and new features being added to the platform to ensure that it remains relevant and competitive in the market. Pros SugarCRM's lead management capabilities can also help to streamline sales processes. By providing a platform for managing leads, assigning them to sales reps, and tracking their progress through the sales pipeline, SugarCRM enables sales teams to work more efficiently and effectively. This can help to reduce duplication of effort, improve collaboration between different teams, and ultimately drive higher revenues and profits. Cons SugarCRM's contact management capabilities also provide powerful analytics and reporting tools that can help businesses to gain deeper insights into their customer interactions. By leveraging this data, businesses can identify trends and patterns in customer behavior, adjust their marketing and sales strategies, and ultimately achieve better results. This is a least like about my softwares where i can get the same feature in the other platform like salesforce. Switched from [Zoho CRM](https://www.capterra.com/p/155928/Zoho-CRM/) CRM systems can have a significant impact on the product, by helping businesses to better understand their customers, improve their sales and marketing efforts, streamline their operations, and make better decisions. By leveraging the capabilities of CRM systems, businesses can achieve their goals more efficiently and effectively, and ultimately drive higher revenues and profits. So i would like to switch from zoho crm to sugar crm Review Source TB Tom B. Customer Experience Manager Chemicals Used the software for: 1-2 years ### "Lots of bugs, terrible customer support. Spend a little more for something that works." August 30, 2021 2.0 You get what you pay for. It's an average platform with some significant drawbacks that aren't realized until you've signed on the line and are trying to onboard it. We use Sage as our base platform and had intended to use Sugar to allow our teams to work in one system and have it communicate with Sage. In theory, this saves us time, entering data in one window instead of multiple tabs in Sage. However, in many instances, Sugar cannot write to Sage. That's a one-way street, so many tasks still require manual entry in Sage. It's also very clunky. The data refreshes/synchs very slowly, so you're rarely looking at real-time data. It will refresh and reload pages while you're actively working in them, deleting your progress and forcing you to start the process over. Creating dashboards and reports requires the user to be literate in tech talk and computer logic. Trying to navigate the back end to find the data you're looking for takes ages. I haven't even tried playing with the workflow builder because I can't find the time to teach myself how to build a report or dashboard, much less anything more complex. We have identified numerous shortcomings, but when we contact Sugar Support, they tell us it's a bug they're working on with no timetable for a solution. Apparently, there are a LOT of bugs. Pros The system is easy to use in theory. The UI is decent and processes are intuitive. The price point is attractive since the company boasts that it parallells other higher-priced options in features and functionality. The onboarding was fairly simple and adjusting to the system was not difficult. Cons Customer service is abysmal. Our original contract included six limited use licenses designed to let our leadership team review content across all areas of the system (able to view all, but not edit certain elements). 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. I tried calling their domestic customer support line and got voicemail. I eventually reached technical support via email, who had to relay my request to another department. Our business was effectively offline for half a day while this was sorted out and our access was restored. Two weeks later, I received an EMAIL from our Customer Success rep. She apologized for her late response and asked me to outline the issue. I did so and requested a call to discuss the incident. I never received another follow-up email, much less a phone call. Between bugs with the licenses, bugs with the search/filter, email issues, and zero customer support, I cannot understate how disappointed I am in this purchase and this company as a whole. Alternatives considered [Zoho CRM](https://www.capterra.com/p/155928/Zoho-CRM/)[Salesforce for Retail](https://www.capterra.com/p/251959/Salesforce-Retail-CRM/) Reason for choosing SugarCRM Price and UI. If I had to do it over, I'd spend a little more to get a better product. 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 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 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 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 sC sonia C. administrative coordinator Machinery Used the software for: 1-2 years ### "Managing, organizing and controlling clients has never been so easy." March 4, 2022 5.0 It has been very good, I really like working on it, it makes my life and my work much easier. Pros he ease of handling, that you can have all your clients and businesses up to date, real management reports are taken. The agenda can be fed through the application and in this way one does not miss meetings or calls. It is an excellent and practical platform. Cons The connection throughout the course of the day gets slow. Review Source JP Jon P. CRM Admin Financial Services Used the software for: 2+ years ### "SugarCRM Enterprise Analysis" March 16, 2017 2.0 Being an open source CRM app with flexible deployment options makes SugarCRM unique and a standalone in the CRM space. However, allowing for such flexibility should require the utmost discipline regarding release schedules, changes to code (especially caching mechanisms), and overall system recommendation documentation provided by SugarCRM, the company. This is not currently happening. Stock code base is fairly solid but when customizations are added, significant caching issues arise. There are also various areas of the app that still retain antiquated layouts (bwc modules). These issues make the app confusing and unreliable at times. Support should be more tenacious when attempting to find resolution to cases - don't just post a note or two, wait a period of time and close the case. CALL the customer - email the customer - do whatever it takes to get CONFIRMATION from the customer that the issue is resolved. Create a server side integration to Outlook...we are a 50/50 Mac/PC shop and email archiving is incredibly inconsistent. Overall Studio is a great tool (when caching works appropriately). It does allow us to create without developers on staff. Pros Studio (when it works) Open source flexibility Cons Caching mechanisms Lack of long term release schedule and small version life cycles Support not owning the initiative of resolving cases Review Source Response from SugarCRM March 16, 2017 John, First off, thanks for being a long time Sugar user. Kasasa's use case is very in-depth and a model of what our flexible platform can achieve. Regarding the server-side email - have you looked at Riva? https://sugarexchange.sugarcrm.com/apps/21848#!overview Also, I know we are working on server-side versions of the Outlook plugin, but release date is TBD. Thanks again for your honest and thorough review - we always strive to make the product the best we can and provide the level of service you expect. Email me at any time to discuss further at mschneider@sugarcrm.com. Sincerely, Martin Schneider Head of Product Evangelism, SugarCRM JT Joe T. Help Desk Coordinator Computer Software Used the software for: 2+ years ### "Great For Sales and Leads Tracking, Leaves Much to Be Desired with Support Case Management" March 16, 2017 4.0 I've used SugarCRM a great deal in current and previous employers, and have always been thrilled with the sales tools that SugarCRM has, and the great ability for customizations, not to mention the continuing updates for each version. Their customer support team is top notch and very helpful for the most part, and there has been very little downtime, allowing all our teams to use the product successfully. If I could choose one thing they could improve upon, it would be their outdated case management tools. I work with our support team and find the options to be limiting compared to other case management solutions such as Zendesk (which I have also used previously). If I am to point out glaring specifics, it would be tracking visibility on unassigned cases (who is viewing each case record? has the case record been updated while I've viewed it?). It would also be the absolute poor setup of getting cases into Sugar -- we have an inbox set to automatically add in cases, but if a customer or one of our personnel doesn't email directly from inside Sugar's Email module, it creates a new case ticket (over and over). This may be a byproduct of the way we have our case management set up, but there are no best practices, and I've had to create custom Process Author tools and Workflows to get it running in a decent way. Again, the product is great from a sales point of view and for lead tracking tools, but the case management tools are dated and need to be examined and looked at to match their competitors in that category. Pros Sales tools, lead tracking tools, reporting features are second to none Module builder is fantastic and very customizable. Cons Case management tools are lacking to a high degree, very dated 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 PL Perez L. Sales Manager Automotive Used the software for: 1-2 years ### "An Easy to Understand CRM Solution" May 9, 2024 5.0 Pros It is so easy to understand the features of SugarCRM. SugarCRM is so amazing. Cons I do not see difficulties when using SugarCRM. Review Source VR Verified Reviewer Vice President of Sales and Marketing Machinery Used the software for: 1-2 years ### "Review of SugarCRM" November 2, 2018 3.0 Databases are complete and it definitely solved some issues with sales pipeline tracking. The software is extremely expensive to customize using certified Sugar partners, it's not intuitive enough to customize in-house. The system does not do everything that was advertised to us Pros There is a lot of potential here, it is possible to create automated business processes, highly customizable reports, and creates high visibility of sales pipeline. Cons You really need to be a basic-intermediate level programmer to customize this software in house. Sales rep told us the mobile app would auto log both incoming and outgoing calls. There is no way to auto-log incoming calls and it will only auto-log outgoing calls if you use the app to make the call. In addition the training provided was not comprehensive and going to an outside company to assist with problems, set up or any other technical support is extremely expensive. They give you just enough rope to hang yourself. Review Source EH Elisabeth H. Director, Member Support and Training Computer Software Used the software for: 2+ years ### "Even the free version is great, with nice custom reporting capabilities." May 2, 2019 5.0 Sugar allowed us to consolidate a few disparate software tools into one - now any one at our organization can login and see all there is to know about any of our customers! Pros Sugar is SUPER customizable. We've been able to easily make it ours (some via the UI, some "behind the scenes" via scripts). One of the best features are the custom reports. You can do almost SQL-level queries to get the information you want (and if you wish, you can use MySQL as well on the back end.) The ability to build multi-level dropdowns, e.g. to categorize issues, is great too. You can make almost anything you want appear on any screen you wish as well. Cons The built-in issue tracking part is designed for issues reported by your team - not for issues reported by your customers. We do use it for customer support, and we LOVE being able to see issues customers have had when we pull up their records - but the emails they receive are not well designed, even after considerable work on our part. In addition, we can't provide them with a login to see all their open issues, so they have to ask us. Review Source JF Juan F. Especialista de Sistemas SharePoint Used the software for: 1-2 years ### "I have made product configurations for a company that provides technical consulting services" April 26, 2018 4.0 Management of all information related to customers and sales in a single software in a centralized manner that can be accessed by any type of device in real time, providing valuable information for decision making made by the management controls Pros The tool is intuitive and very easy to use, there is the option to use the cloud in a private server or use the software tool as a service, it has a variety of modules to carry out the management of clients, such as sales, marketing campaigns, opportunities, potential customers, everything related to meetings and appointments to be carried out by sales executives, among others. It has a module to carry out project management related to opportunities and contributions made. It also has a version for mobile devices that allows you to review information or keep the information of the CRM updated from the comfort of the smart phone and / or tablet. It has the ability to add new fields to the forms by further personalizing the tool, there is a version in which you can by role display a certain form. It has the capacity to extend it by adding new modules Cons It has a module to record tasks, which can be used for assigning different activities to employees, in this part you may be able to add some type of SLA and in this way to measure the time it takes for users to complete tasks according to the assignment date and the SLAs registered for a specific type of task. Workflows are very basic for the professional version 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 Alejandro H. Networking Manager Telecommunications Used the software for: 2+ years ### "Have too much to config and set up, rgreat custom stuff but kinda plain and boring" February 1, 2018 3.0 if you need an online crm this can do good for you, Others are also less expensive but with less features. Pros Is a very good software at least the on-demand version I use. as a CRM is very good but it also tries to be a help desk and it is not. very reliable and love to extract the raw data to excel and do whatever I want with the data Cons Much complicated, too much to customize, and configurate, the access levels and roles are not easy to set up. takes times to deploy, and cost per seat, is kinda expensive. Review Source VR Verified Reviewer IT Manager Used the software for: 2+ years ### "Overall the product is good but fought with performance due to customizations." November 28, 2017 3.0 Increased data capture on our sales interactions.e Pros Web-based interface that is compatible with modern browsers, well-documented API, good user interface, a large number of integrations, good mobile applications. Cons API is throttled too low for our ETL requirements, support, and overall experience-dependent upon third-party reseller quality. Customizations generally require programming and will cause continuous support issues as new releases will break customizations. Review Source VR Verified Reviewer Software tester Real Estate Used the software for: 1-2 years ### "An easy way to have records of you clients info, sales and follows up." November 15, 2018 5.0 When I was working in real state, keeping track of the future clients, the clients that already bought and the cancelled contracts it was hard and overwhelming until we started to use CRM at the office. I would say that yes, even there are pros and it needs a lot of time in training to be able to use it, it is worthy! Pros It is a great app to follow track of all your clients, having all their contact information, the amount of sales, and being able to send massive advertisement emails to your customers. Cons It needs an intensive training to be able to use it as some functions requieres knowledgments that are not easy to learn for new users. It an expensive software. Review Source CK Calum K. It Manager Marketing and Advertising Used the software for: 2+ years ### "Fantastic community edition " January 13, 2023 5.0 Pros We use the free self install community edition and it is perfect for our small business needs. Keeps track of all customers and sales. Cons We are very happy with all aspects of the CRM system. Review Source CA Clinton A. Human Resource Manager Machinery Used the software for: 1-2 years ### "SugarCRM Has Been Making Work Easier for Us" May 3, 2024 5.0 Pros SugarCRM has been an effective and easy to use customer relationship management tool. I like the efficiency of SugarCRM. Cons The features of SugarCRM are effective. SugarCRM has been the best. Review Source Similar Products Featured ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.