Executive Summary

  • This is the Brightwork Research & Analysis software rating series.
  • We rate both the software and estimate the risk of implementing each application.

MUFI Rating & Risk for SugarCRM

MUFI: Maintainability, Usability, Functionality, Implement ability

Vendor: SugarCRM (Select For Vendor Profile)


SugarCRM is an open source project and is the low-cost alternative to companies that may ordinarily consider Salesforce. Our TCO analysis shows that while its software price is much less than the best applications in the space. Its TCO is a lot closer to these applications than most buyers realize. Buyer satisfaction with SugarCRM is moderate.

Application Detail

SugarCRM has functionality that is on the basic end of the spectrum. When working in SugarCRM for the first time it’s easy to think “is this all there is to the application?” However, for those companies looking for a lower priced solution that does not have heavy requirements, SugarCRM is often presented as a logical choice. However, in our testing, SugarCRM lagged the productivity of the best applications in the category because while it is simple, the workflow of the application requires many page views. Secondly, SugarCRM is one of the few enterprise applications that we ran into performance issues with, which is a concern because at the time we were only performing very basic actions with the application. If SugarCRM knows it requires users to navigate through more screens than competitors, it would be wise to increase the server hardware to make this less obvious. Also, as with Microsoft Dynamics CRM, the system is buggy, which many salespeople will be less likely to tolerate – which means not only lost time, but we predict lower data quality as salespeople may opt out of data entry and also rely less upon the system.

SugarCRm Funnel

SugarCRM has a few reporting views like this – which in this case is the CRM funnel, but in general, SugarCRM has very generic screens.

Overall, the ability of users to quickly interact with the application and to scale quickly with the application is more limited. These are essential criteria for salespeople who most often want to enter their data as quickly as possible, and of course get quick snapshots as to the sales and lead situations.

Even though SugarCRM is not an application we rate very highly on its technical merits, some of their customers are quite enthusiastic about the application. These tend to be companies with limited IT support that just want a simple system that “works.” However, if we had been drinking coffee to we would have to spit it out when we found that Forrester had named SugarCRM its “top CRM vendor,” just beating out what we consider to be the abysmal Microsoft Dynamics CRM. We found it strange that this could be the case since this following quotation was taken from the report on SugarCRM.

A key weakness of the solution, however, is that it provides very limited support for the broader range of CRM capabilities, including analytics, customer data management, partner channel management, eCommerce, and field service.

In one of the most rapidly expanding categories of enterprise software, where the footprint is continually expanding, SugarCRM cannot keep up with the leaders regarding where the category is going. The nice thing is that CRM systems are one of the easiest categories of enterprise software to switch between.

This Forrester report is filled with trendy and for lack of a better word….idiotic contentions as the following quotation can attest.

We’ve entered a new era that Forrester calls the age of the customer. While companies have always, to a greater or lesser extent, called themselves “customer-centric,” this is different. It is not about customer-centric thinking or taking the attitude that the customer is always right. Instead, the new power of customers means that a focus on the customer now matters more than any other strategic imperative. IT are all now only table stakes. Thee only source of competitive advantage is the one that can survive technology-fueled disruption — an obsession with understanding, delighting, connecting with, and serving customers. Effectively. Competitive differentiation achieved through brand, manufacturing, distribution.

MUFI Scores

All scores out of a possible 10.

[show-rjqc id=”111″]

Vendor and Application Risk

Implementation of SugarCRM is about as simple as an implementation can get in enterprise software. The only risk of note is the traditional risk concerning CRM implementations, which is getting users actually to adopt the system and input and update the information. SugarCRM’s low level of functionality must, of course, be considered before the purchase is made. However, SugarCRM does not tend to oversell what the application can do, and it is easy to find out the application’s capabilities by simply using the free trial. Therefore there should not be an excuse as to why a buyer should get into a situation where they thought SugarCRM could do something that it actually cannot do.

Likelihood of Implementation Success

This accounts for both the application and vendor-specific risk. In our formula, the total implementation risk is application + vendor + buyer risk. The buyer specific risk could increase or decrease this overall likelihood and adjust the values that you see below.

MUFI Scores

Search for the vendor in this table using the search bar in the upper right of the table. Shortening Key: 
  • Ma. = Maintainability
  • Us. = Usability
  • Fu. = Functionality
  • Im. = Implementability
Average Score for Big ERP5. ERP
Average Score for CRM6.
Average Score for Small and Medium ERP8.386.78.5Small and Medium ERP
Average Score for Finance8.88.888.8Finance
Average Score for Demand Planning7.67.277.1Demand Planning
Average Score for Supply Planning6.76.976.8Supply Planning
Average Score for Production Planning6.86.976.9Production Planning
Average Score for BI Heavy5. Heavy
Average Score for PLM77.26.87.3PLM
Average Score for BI Light7.78.798.3BI Light
Arena Solutions Arena PLM 10101010PLM
AspenTech AspenOne48107Production Planning
Birst 88.5108BI Light
ERPNext10107.510Small and Medium ERP
Delfoi Planner866.57Production Planning
Demand Works Smoothie SP910710Supply Planning
Hamilton Grant RM1098.59PLM
IBM Cognos2.731.53BI Heavy
Infor Epiphany7865CRM
Infor Lawson8767Big ERP
Intuit QuickBooks Enterprise Solutions9959Finance
JDA DM97.588Demand Planning
Microsoft Dynamics CRM2322CRM
NetSuite CRM6433CRM
Netsuite OneWorld7788Big ERP
Oracle BI4436BI Heavy
Oracle CRM On Demand4535CRM
Oracle Demantra533.54.5Demand Planning
Oracle JD Edwards World4136Big ERP
Oracle RightNow6745CRM
PlanetTogether Galaxy APS10101010Production Planning
Preactor8737Production Planning
QlikTech QlikView99109BI Light
Rootstock9899Small and Medium ERP
Sage X38878Big ERP
Salesforce Enterprise88.597.5CRM
SAP APO DP3432Demand Planning
SAP APO PP/DS2243Production Planning
SAP APO SNP3484Supply Planning
SAP BI/BW1.5242BI Heavy
SAP Business Objects32.573BI Heavy
SAP ECC336.53Big ERP
SAP SmartOps4475.5Supply Planning
SAS BI6.5796BI Heavy
SAS Demand Driven Forecasting7897Demand Planning
Tableau (BI)9101010BI Light
Tableau (Forecasting)10859Demand Planning
Teradata86.39.76BI Heavy
ToolsGroup SO99 (Forecasting)7897Demand Planning
ToolsGroup SO99 (Supply)56107Supply Planning

Risk Definition

See this link for more on our categorizations of risk. We also offer a Buyer Specific Risk Estimation as a service for those that want a comprehensive analysis.

Risk Management Approach

There are no special considerations regarding risk management for SugarCRM implementations.

Likelihood of Application Implementation Success and Failure

Estimates are for a typical project. A specific implementation requires details from the project to make a project-specific estimate.

Search for the application in this table using the search bar in the upper right of the table.
ApplicationProb of Implementation SuccessProb of Implementation Failure
SAP Smartops0.390.61
NetSuite CRM0.460.54
Sugar CRM0.620.48
Base CRM0.910.09
SAP CRM0.350.65
Salesforce Enterprise0.720.28
QlikTech QlikView0.820.18
Tableau (BI)0.980.02
SAP Crystal Reports0.460.54
SAS BI0.760.24
Oracle BI0.350.65
IBM Cognos0.230.77
Infor Epiphany0.580.42
Microsoft Dynamics CRM0.260.74
Oracle RightNow CRM0.410.59
Oracle CRM On Demand0.360.64
SAP Business Objects0.320.68
SAP BI/BW0.250.75
SAP PLM0.290.71
Hamilton Grant RM0.890.11
Arena Solutions0.960.04
Delfoi Planner0.70.3
PlanetTogether Galaxy APS0.960.04
AspenTech AspenOne0.550.45
SAP APO PP/DS0.270.73
Demand Works Smoothie SP0.930.07
ToolsGroup SO99 (Supply)0.820.18
Demand Works Smoothie0.960.04
Tableau (Forecasting)0.90.1
SAS Demand Driven Forecasting0.820.18
ToolsGroup SO99 (Forecasting)0.860.14
JDA DM0.570.43
Oracle Demantra0.330.67
SAP APO DP0.280.72
Intuit QB Enterprise0.80.2
Microsoft Dynamics AX0.40.6
SAP Business One0.490.51
Sage X30.620.38
Infor Lawson0.580.42
Epicor ERP0.40.6
Oracle JD Edwards World0.310.69
Oracle JD Edwards EnterpriseOne0.360.64
SAP ERP ECC/R/30.320.68
NetSuite OneWorld0.650.35

Finished With Your Analysis?

To go back to the Software Selection Package page for the CRM software category. Or go to this link to see other analytical products for SugarCRM.