6 Questions to ask when comparing Salesforce vs SugarCRM
We got our consultants together and formulated 6 crucial questions to ask when making a purchasing decision between Salesforce.com and SugarCRM. So please take the time to ask these questions. They will help guide your decision as well as help you formulate at least part of your CRM implementation strategy. Right now, Salesforce and Sugar are 2 of the top 5 CRM systems available on the marketplace.
Both systems are very similar in structure, appearance and features. Yet it is important to be able to ask the right questions if you need to distinguish between strengths and weaknesses.
Comparison Webinar (On-Demand): Salesforce vs Sugar
Join us for a 45 minute on-demand webinar that outlines the key pitfalls to avoid when comparing and evaluating Salesforce and SugarCRM. This on-demand webinar covers the limits in both CRM systems – broken down by the various editions. As stated by a recent client, “This information is crucial for potential CRM buyers.”
So here are the 6 questions:
1) How do you view the topic of Value for your CRM platform?
Salesforce’s typical manner of doing business is to offer a low price, lock the customer in and later lift up the price. While the Salesforce price may look good initially, users will soon be paying 2x-4x what one would pay with Sugar.
Sugar CRM believes in selling a market-leading product at an affordable price with no hidden costs or unexpected upgrade triggers.
2) How to you view the idea of Openness when it comes to a CRM?
Salesforce seems quite closed with its own programming language, its own complete technology stack and it allows only one monthly data dump as a flat file so relationships between objects are lost. This makes it difficult to switch away from Salesforce.
SugarCRM supports open standards. This includes PHP, multiple databases and operating systems, mobile devices and browsers. Sugar CRM also allows users to backup the complete system and all of your data as often as you like including all of the object relationships. There is a stark difference between openness of Salesforce and Sugar.
3) What is your perspective towards flexibility in deployment of your CRM?
Salesforce only deploys within the Salesforce cloud. If users need to move to a public cloud, they will be disappointed. Salesforce considers these to be competitors. If users need to bring their CRM system on-premise for regulatory compliance or business strategy reasons, they won’t be able to achieve this.
SugarCRM will deploy (a) on-premise or (b) in a public cloud or (c) on Sugar’s cloud. Sugar uses the same code base on each of these platforms. Sugar is also capable of switching from one platform to the other without much modification.
4) How do you view Integration with other systems?
For Salesforce, integrating with more than one application triggers an upgrade to Enterprise Edition ($125/user/mo.) Besides that, since Salesforce uses its own proprietary programming language, hiring third-party developers is difficult and very expensive.
SugarCRM integrates with over 5,000 applications. Sugar offers a powerful environment of partners to help with integration. Sugar also supports industry-standard language PHP which is a common skill and not as expensive as Salesforce developers.
5) How simple is it to Customize within your CRM platform?
Salesforce does not allow users to customize their home screen. Only administrators can do this.
On the other hand, SugarCRM is highly configurable. This includes the home (aka Dashboard) screen, without coding. Sugar is very configurable – with lower-cost third-party resellers and integrators.
6) What social marketing and mobile options are available in your system?
Salesforce users complain that the chatter feed can be annoying. For some, it is similar to having Facebook updates constantly roll by while attempting to get work done. For Salesforce, full mobile is $50 per user per month in additional fees.
Sugar CRM has been at the forefront of Mobile CRM and Social CRM for quite some time now.
Sugar’s social capabilities don’t require professional services to function as needed. Integration with Twitter, Facebook, Hoovers, Inside View, etc… are built in.
Salesforce vs SugarCRM Comparison Matrix/Chart
CRM Comparison of Features
|Price / user / month||$30||$65|
|Price / user / year||$360||$780|
|User limits||no limit||no limit|
|Activity tracking & history||Included||Included|
|Business to Business (B2B) configuration||Included||Included|
|Business to Consumer (B2C) configuration||Included||Included|
|Customizable sales process||Included||Included|
|Document and integrated content library||Included||Included|
|Lead scoring, routing, & assignment||Included||Included|
|Product catalog & tracking||Included||Included|
|Third-party sales methodologies||Configurable||Plugin|
|Intergration with 3rd party marketing automation||Plugin|
|Mass email limits (emails per day)||no limit||500|
|SMS Marketing Campaings||Plugin|
|Web to lead capture||Included||Included|
|Web to lead capture limits (leads per day)||no limit||500|
|Advanced case escalation and notification||Included||Included|
|Case escalation and queuing||Configurable||Included|
|Customer self-service portal|
|Customer support email management||Included||Included|
|Cisco WebEx Meeting Center||Included|
|Citrix Online GoToMeeting||Included|
|Social Collaboration with other employees||Plugin||Included|
|Social Collaboration with customers||Plugin|
|Mobile Browser Access for smartphones||Included||Included|
|Mobile Browser Access for tablets||Included|
|Lite App for Android||Included||chatter only|
|Lite App for BlackBerry||Included|
|Lite App for iPad||chatter only|
|Lite App for iPhone||Included||Included|
|Lite App for Windows Mobile||Included|
|App for Android (4)||Add’l Fee|
|App for BlackBerry (4)||Add’l Fee||Add’l Fee|
|App for iPad (4)||Add’l Fee|
|App for iPhone (4)||Add’l Fee||Add’l Fee|
|App for Windows Mobile||Add’l Fee|
|# of Languages supported out of the box||22||16|
|Additional Language Packs||Plugin||Plugin|
|Right to Left language support||Included|
|Customizable homepage by end user||Included|
|Email; Plug-in for Microsoft Outlook||Included||Included|
|Email; Plug-in for IBM Lotus Notes||Add’l Fee||Plugin|
|Email; Gmail, Yahoo! And IMAP Mail support||Included||Included|
|Email; native email client||Included|
|Email; templates & tracking||Included||Included|
|Email; Lotus Notes Domino Server Connector||Included|
|Google Docs integration||Included||Included|
|Microsoft Word & Excel integration||Included||Included|
|Multiple home pages and dashboards||Included|
|Offline access||Add’l Fee|
|Reminders and alerts||Included||Included|
|Search – global search||Included||Included|
|Search – present results without navigating away from current module/object||Included|
|Custom report type limits||no limit||50|
|Dashboards – customizable||Included||Included|
|Dashboards – multiple dashboards on homepage||Included|
|Dashboards – opportunities by lead source||Included||Included|
|Dashboards – sales pipeline||Included||Included|
|Read-only report access||Included|
|Activity streams / Chatter||Included||Included|
|Activity streams with social media integration||Included|
|Document management and attachments||Included||Included|
|Dynamic teams/Queues (1)||Included||Included|
|Gantt Charts and Grids||Included|
|Convert lead form||Included||Included|
|Custom fields per Module/Object (1)||no limit||100|
|Drag-and-drop custom layouts||Included||Included|
|Mobile Studio Editor||Included||Add’l Fee|
|Workflow automation rules||Included|
|USER INTERFACE CONFIGURATION|
|Drag to customize home page||Included|
|Grouped Tabs/Custom Apps (1)||no limit||5|
|Rename fields, tabs and labels||Included||Included|
|Multiple tabs on the home page||Included|
|Custom modules/custom objects (1)||Included||Included|
|Total custom modules/objects (1)||no limit||50|
|Custom record types||Included||Included|
|PHP/Apex and Force.com code development
|SugarLogic/Apex and Force.com (1)||Included|
|Test customizations in a development sandbox||Included|
|Integrated third-party apps (2)||Plugin||Plugin|
|Jigsaw data services||Add’l Fee|
|My Portal Dashlets||Included|
|Web-services API (REST)||Included|
|Web-services API (SOAP)||Included|
|Web-services API limits (calls per day)||no limit|
|Access control by User||Included||Included|
|Access control by Team/Group (1)||Included||Included|
|Access control by Role||Included||Included|
|Advanced password management||Included||Included|
|LDAP / Microsoft Active Diretory||Included||Included|
|DATA MANAGEMENT AND DATA BACK UP|
|Data import de-duplication||Included||Included|
|Database backup/export (1)||Included||Included|
|Database backup in relational database format||Included|
|Object database connectivity (ODBC) (3)||Included|
|Scheduled database backup/export (1)||Included||Add’l Fee|
|Scheduled daily database backup/export (1)||Add’l Fee|
|Support for Microsoft SQL Server (3)||Included|
|Support for MySQL DB (3)||Included|
|Support for Oracle DB instance (3)|
|Private Clould (On-Site hosted)||Included|
|Partner Cloud (VAR or Service Provider hosted)||Included|
|Public Cloud (EC2 or Azure hosted)||Included|
|Vendor Cloud (SaaS hosted)||Included||Included|
|Vendor Cloud document storage (5)||15GB||12GB|
|Vendor Cloud sandbox||Included|
|Partner channel management|
|Partner portal & community|
|Real-time partner collaboration|
|The information in this comparison datasheet was compiled from datasheets available on www.sugarcrm.com and www.salesforce.com|
|* Best Value as determined by SugarCRM and Salesforce.com|
|√ = Included in base user subscription|
|$ = Additional fee applies|
|E = Available as an add-on|
|St = Studio configuration in SugarCRM|
|(1) SugarCRM terminology/Salesforce.com terminology|
|(2) Integrations are available on Sugarforge or SugarExchange for SugarCRM and AppExchange for Salesforce.com.|
|Some Integrations are free, some integrations are available at an additional fee|
|(3) Available for Sugar private, partner and public cloud deployments|
|(4) Sugar Mobile Plus available in Aug 2011, Android available Dec 2011|
|(5) for salesforce; All editions have a minimum of 1GB of data and 11GB of file storage shared by all users. Additional data storage is available on a per-user basis|
|(5) for Microsoft Dynamics CRM 2011 Online; customers can buy additional storage at a cost of $9.99 per GB per month|
SugarCRM Free Trial Account
It can be extemely valuable to test drive a free download of any CRM package before investing in it. This Free Account is loaded with sample data and provides a very real, life-like experience – so that you know exactly what you’ll be getting.
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