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SugarCRM vs. Salesforce: A Complete Comparison



SugarCRM vs Salesforce A Complete Comparison

Business growth depends on sustainable relationships with the right customers. Implementing the right customer relationship management (CRM) software can improve customer service, increase profits📈, reduce costs💰, and foster brand loyalty.

Two names stand out when it comes to CRM platforms: SugarCRM and Salesforce. Both platforms are industry-leading in helping businesses automate sales, marketing, and customer services. 

Both platforms offer similar functionalities, so which one is the best choice for your business?

In this blog, we will compare the key features, and compare the differences between SugarCRM vs Salesforce to help you decide which is best for your business.


  • SugarCRM and Salesforce offer similar CRM platforms and advanced features, such as analytics and reporting, third-party integration, customization, etc., to marketing, sales, and customer service. 
  • SugarCRM is the best choice if your business prioritizes cost-effectiveness and essential CRM features. 
  • Salesforce is best for businesses looking for a comprehensive CRM solution with advanced features, extensive integration options, and AI capabilities.
  • SugarCRM’s pricing plan starts at $19/user/month, and Salesforce’s plan starts at $25/user/month.

What is SugarCRM?

SugarCRM Software

SugarCRM is an open-source, cloud-based customer relationship management (CRM) software that helps teams achieve high-definition customer experience. It is designed to streamline the company’s customer management process, deliver excellent customer service, and improve customer relationships.

SugarCRM has AI-powered insights, an intuitive dashboard, an easy-to-use interface, and comprehensive analytics and reports. It operates within a single ecosystem and enables companies to integrate sales, marketing, and customer service teams to engage more customers and offer better opportunities. 

The primary services of SugarCRM include:

  • Sugar Market: Marketing automation for lead scoring
  • Sugar Serve: Customer service for customer support
  • Sugar Sell: Sales automation tool build-in AI capabilities
  • Sugar Enterprise: On-premise CRM for enterprise-level companies.

Best Features of SugarCRM

SugarCRM offers various features depending on the plans. Every plan provides reporting and analytics, lead and opportunity management, activity management, and basic support features. 

A higher-tier plan includes more advanced features like enhanced forecasting, third-party integrations, omnichannel communications, etc. 

Some key features of SugarCRM are: 

  • Reporting & analytics
  • Third-party integrations
  • AI-powered predictions
  • Omnichannel communications
  • Multilingual and Multicurrency Support
  • Comprehensive configuration and APIs

SugarCRM Pricing💰

Essentials$19/ user/month, billed annually
Advanced$85/user/month, billed annually
Premier$135/user/month, billed annually

What is Salesforce?

Salesforce is a cloud-based customer relationship management (CRM) platform that helps businesses manage customer relationships. It makes it easier for companies to find potential customers, close deals, and better connect with customers so they can provide great service to many people.

Salesforce brings together all your data from different sources. Its Einstein 1 tool unites sales, customer service, marketing, online sales, and IT teams with a single, shared view of customer information. With artificial intelligence built into everything they offer, Salesforce helps everyone in your company work better and deliver personalized experiences that customers really like.


Salesforce has a highly customizable dashboard that combines all your customer data from any source in a single place. With tabular data visualizations, businesses can find more prospects and close deals. It automates routine tasks across marketing, sales, and customer service teams to reduce manual efforts and improve performance.

The service industry of Salesforce includes:

  • Small Business
  • Sales Cloud
  • Marketing Cloud
  • Data cloud
  • Service Cloud

Best Features of Salesforce

Salesforce is comprehensive and cloud-based, with strong functionalities. Depending on the plans, it offers various features to maximize sales, marketing, and customer service performance and enhance the customer experience. 

Some key features of Salesforce are: 

  • Customization and Scalability
  • Security and Compliance
  • AI insights 
  • Strong integration capabilities
  • Visual remote assistant
  • Tabular data visualizations

Salesforce Pricing💰

Starter Suite$25/user/month
Einstein 1 Sales$500/month

SugarCRM vs Salesforce: What are the main differences?

SugarCRM and Salesforce are different in various factors such as deployment method, pricing plans, features, integration or analytic capabilities, user interface, and customer support. 

Deployment Multi-tenant (cloud and on-premise deployment)Single tenant (cloud deployment)
PricingRange from $19-$135/user/monthRange from $25-$500/user/month
Customization and extensibilityOpen-sourceClosed-source 
Customer supportslimited personalized assistance for complex technical issuesExtensive resources and proactive customer support
IntegrationCustomized and flexible integration, unlimited APIs, Easy-to-use integrations, pre-built integrations and apps
Integrate with Integrates with Zendesk, Shopify, Salesloft, Hubspot, MarketoJira, Mailchimp, Dropbox, Slack, ActiveCampaign, Dropbox
Rating3.9 stars out of 5 (945 reviews)4.3 stars out of 5 (20,284 reviews)

SugarCRM Vs Salesforce: Features Comparison 

Both are popular CRM platforms; each has its own strengths and weaknesses. Selecting a CRM for your business depends on your needs, nature, features, and budget. 

Here are some key features of both CRM software and their differences:

1.SugarCRM Vs Salesforce: Integration 

Both SugarCRM and Salesforce can seamlessly integrate with other third-party software or applications. However, these two software have some differences in the integration capabilities and restrictions. 

SugarCRM’s Integration

SugarCRM software offers customized and seamless integration with various popular productivity, marketing, email, and finance technologies, such as Shopify, G-Suite, and HubSpot. 

In addition, SugarCRM offers an unlimited number of APIs without any restriction for third-party integration. As per business requirements, it allows businesses to scale the integration with many other software.  If excessive API usage affects the system, it can switch from a cloud to an on-premise deployment. 

However, customers report experiencing difficulties when integrating and implementing and need better third-party options. Integrations often require more development resources and technical expertise.

Salesforce’s Integration

Salesforce offers comprehensive, easy-to-use integrations with third-party software and applications like Jira, Dropbox, Mailchimp, and many more. With Salesforce’s AppExange marketplace, you can get thousands of pre-built integrations and apps

Through Salesforce Connect, it offers APIs to enable programmatic integration and real-time data access without any data synchronization. It also offers APIs and tools to enhance connectivity between two software or applications and increase productivity. 

Salesforce integration is very easy, which speeds up deployment ( quick setup) and reduces the need for custom development. When linked with other business tools, Salesforce has more extensive integration capabilities and greater flexibility, scalability, and customization.

Which is better?

Salesforce offers better integration features than SugarCRM. Salesforce allows for comprehensive and easy integration with third-party applications, whereas SugarCRM has fewer third-party integration options. Salesforce also offers flexible and scalable integration. 

2. SugarCRM Vs Salesforce: AI and Automation

Both SugarCRM and Salesforce offer varying levels of workflow automation depending on the pricing plan.

SugarCRM’s AI Capabilities and Automation 

SugarCRM automates workflow with AI and automation to improve the user’s productivity and customer experience. Its AI-powered features, like SugarPredict and Generative AI, help increase sales, marketing, and customer service operations. 

SugarPredict fills the CRM data gaps by providing accurate predictions and insights into sales prioritization and decision-making. It forecasts customer behavior, preferences, and needs, which helps to deliver a personalized interaction effectively. Its generative AI feature automatically creates personalized emails, sales copy, data-driven call scripts, and sales proposals that incorporate real-time customer insights.

SugarCRM’s automation automates repetitive tasks such as email campaigns, lead generation, and workflow management and reduces the workload of sales and customer service teams. 

Combining AI and automation in SugarCRM enables users to optimize their CRM processes, bring efficiency in tasks, improve decision-making, and deliver enhanced customer experiences.

Salesforce’s AI Capabilities

Salesforce offers AI and automation to streamline CRM operations, improve team performance, and grow businesses with CRM strategies. AI-powered tools like Salesforce Einstein improve predictive analytics to deliver valuable insights into customer needs and market trends, making marketing campaigns more effective. 

Salesforce automates routine and repetitive tasks across marketing, sales, and customer service teams to increase efficiency and productivity and reduce manual efforts. It enables businesses to make data-driven strategies and provide personalized customer services on a large scale. 

However, automation tasks like sending follow-up emails and complex logic branching require Enterprise-level plans. You must also buy a higher-tier plan to access advanced AI capabilities like predictive analytics. 

Which is better?

SugarCRM appears to have stronger AI capabilities and automation features.  Its SugarPredict fills the CRM data gaps, while its generative AI helps send personalized email, sales copy, data-driven call scripts, and sales proposals. 

3.  SugarCRM Vs Salesforce: Analytics and Reporting

Both SugarCRM and Salesforce offer customizable dashboards and reports using real-time data. They also provide specific metrics for analyzing and reporting performance.

SugarCRM’s Analytics and Reporting

SugarCRM offers analytics and reporting features in all three plans. These help businesses track and analyze real-time data on customer services, marketing, and sales team performance to improve operations and customer relationships. 

Moreover, it has standard reporting capabilities with a user-friendly interface, allowing users to create customized reports, dashboards, and charts. It will enable businesses to integrate with external data sources and enhance their analytics capabilities. 

With SugarCRM’s analytic tools, like the Reports Module, businesses can gain data-driven insights and create reports on sales forecasts, customer interaction, and pipeline analysis. However, it may lack advanced analytics features like predictive analytics and real-time data visualization.

Salesforce’s Analytics and Reporting

Salesforce also offers analytics and reporting capabilities in all pricing plans and customizes the display of data on customer behavior, sales trends, customer preferences, and operational performance. 

It offers a customized dashboard that allows users to visualize data in real time and gain detailed insights. Features such as filtering, grouping, and calculation support the creation of complex reports. 

Pre-built templates or automated insights can be used and forecasted to create customized dashboards and reports. It offers Einstein Predictions and Analytics (optional paid add-ons ) to analyze data using a machine-learning algorithm for sales opportunity and marketing campaign optimization.

Which is better?

Salesforce is better if your business seeks advanced data analytics and comprehensive reporting. It offers advanced AI-driven analytic tools that provide valuable insights into data trends to optimize sales and marketing efforts. 

4. SugarCRM Vs Salesforce: Ease of use

Both have an easy and simple interface and are accessible across various devices. They allow customization of the CRM according to business needs. 

SugarCRM’s Ease of Use

SugarCRM is designed with a simple and user-friendly interface that simplifies navigation and functionality, reducing learning curves. Users can quickly adopt, learn, and use the SugarCRM software without training or technical expertise.  

It also offers an easy CRM customization process to meet business needs and improve workflow. Businesses have the flexibility to add new features that fit their business goals without any problems. 

SugarCRM software is accessible on desktop and mobile devices and provides a seamless user experience to its users. It offers training and support to optimize the performance efficiency of the CRM. 

Salesforce’s Ease of Use

Salesforce offers powerful capabilities in the CRM platform that are accessible across various devices. It enables the customization of the interface according to business needs. Its ease of use differs based on business needs and user knowledge or familiarity. 

Salesforce has drag-and-drop functionalities that help users operate without needing technical expertise. It provides a simple learning curve to guide users through its extensive feature set, customization options, and support for efficient CRM operations at scale.

The training is easy, but navigating multiple features is not easy. It takes time and effort to customize and understand each feature. Once you become familiar with the interface and features, it helps streamline the regular tasks across sales, marketing, customer service, and other teams. 

Which is better?

SugarCRM is a better option if you are looking for a user-friendly interface and quick adoption software. It offers an easy CRM customization process without needing advanced technical expertise to improve workflow. 

5. SugarCRM vs Salesforce: Customer support

SugarCRM and Salesforce have customer support teams and online platforms for product assistance and improvement. Both offer tiered customer support with different levels of service, response rates, channels, etc, based on the subscription tier. 

SugarCRM’s Customer Support

SugarCRM offers comprehensive customer support to assist its users in operating CRM software smoothly. Its customer support ensures that customers receive timely assistance whenever they need it through emails, phones, video tutorials, documentation, and a dedicated online community (Sugar Club). 

Also, users can access customer services through several channels, such as emails, ticket systems, and phones. These services range from basic troubleshooting to complex technical support and guidance for customization based on the subscription tier. 

However, it offers limited personalized assistance for complex technical issues. Users might face longer response times or restricted access to technical help depending on the service tier. 

Salesforce’s Customer Support

Salesforce is popular for its customer support system, which offers complete assistance to its users across multiple channels. It provides different levels of customer support depending on the subscription plan. 

Salesforce includes 24/7 phone support, personalized guidance, technical expertise, a dedicated customer assistant manager, and more. It also has a community platform (Success Community) that allows users to engage with experts and solve queries.

Its extensive resources and proactive customer support ensure that users receive responses and access the latest updates on time. However, Salesforce’s customer support may have difficulty identifying highly specialized technical demands or complex personalized requests. 

Which is better?  

Both offer customer support based on a subscription plan, but Salesforce has a global reach. So, Salesforce is better if your business needs advanced tools for customer service automation and support.                                                                                                                                                                                                                                                                              

SugarCRM vs Salesforce: How To Choose The Better One?

When choosing between SugarCRM and Salesforce, you must consider several factors, such as your business-specific requirements, budget, features, integration capabilities, and customer support.

SugarCRM and Salesforce are better for different business types and sizes. Look for the one that fits your business needs and requirements. 

Choose SugarCRM if you want a user-friendly CRM interface and advanced AI capabilities. But, if you are looking for a CRM with more integration options, advanced analytics and reporting functionality, and excellent customer support, Salesforce will be better for you.

Suppose you are looking for CRM software to facilitate more organized and effective communication with customers. In that case, SugarCRM is better, but if you want multiple features within one platform, go for Salesforce. 

If your business prioritizes cost-effectiveness and essential  CRM features, SugarCRM stands out as the preferred choice. On the other hand, for companies looking for a comprehensive CRM solution with advanced features, extensive integration options, and AI capabilities, Salesforce emerges as the top contender. 

Determine which is best for your business and aligns with your goal by evaluating your business needs and testing both platforms. Other options are available in the market if both do not fit your business needs and goals. 

Final Thoughts

Both SugarCRM and Salesforce offer CRM solutions that support your business’s management of customer relationships. Each offers various features to manage customer data based on the different pricing plans. 

SugarCRM is the best for a business that prioritizes cost-effectiveness and essential CRM features like reporting & analytics, third-party integrations, etc. 

Salesforce is best for businesses seeking a comprehensive CRM solution with advanced features, extensive integration options, customization, scalability, and AI capabilities.


Is SugarCRM the same as Salesforce?

No, SugarCRM and Salesforce are not the same. Although both are customer relationship management (CRM) platforms, they have different features, specialties, objectives, and limitations. 

SugarCRM is known for its flexibility and customization capabilities, whereas Salesforce is known for its extensive ecosystem, ease of use, and pre-built integration templates. 

How much is SugarCRM vs Salesforce?

The cost of SugarCRM and Salesforce can differ according to the specific plans and features you need. SugarCRM pricing ranges between $19 and $135/user/month, and Salesforce pricing ranges between $25 and $500/user/month. The cost depends on the different tiers they offer. 

Is Salesforce the world’s #1 customer relationship management CRM platform?

Yes, Salesforce is widely recognized as the world’s #1 customer relationship management CRM platform. It is known for its extensive ecosystems, ease of use, strong customer base, and pre-built integration templates. 

Is Salesforce really the best CRM?

Yes, Salesforce is really the best CRM. It is the best CRM for businesses requiring extensive features, scalability, strong integration capabilities, flexibility, and adaptability on different pricing plans.

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Dinesh Silwal

Dinesh Silwal is the Co-Founder and Co-CEO of KrispCall. For the past few years, he has been advancing and innovating in the cloud telephony industry, using AI to enhance and improve telephony solutions, and driving KrispCall to the forefront of the field.

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