W-Systems joins SugarCRM! Read Blog

SugarCRM Among the Top 5 Enterprise CRM Leaders

by Mihaela Bulacu on September 16, 2020

5 minute read

Destination CRM, one of the best sources for getting the latest trends in the CRM marketplace, has recently announced their CRM Market Leaders in 2020, and we are proud to announce that SugarCRM has gained a well-deserved position in the top 5 Enterprise CRM vendors at the Market Leader Awards. The criteria considered were excellence in customer service, marketing, and sales based on leading industry analysts and consultants' feedback. Let's take a deep dive into what the CRM market looks like today and what it took SugarCRM to achieve such results and evolve within the past few years. 

The Global CRM Climate

In 2019, the global CRM market size was evaluated at USD 40.2 billion. In 2020-2027, the CRM market size is expected to reach a Compound Annual Growth Rate of about 14%. Analysts and consultants have identified several main growth drivers: 

  • Software as a Service (SaaS) continues to hold a top position in terms of CRM deployment methods. This facilitates access to such software for a growing number of enterprises. 
  • The Cloud Computing market is also growing, an aspect that enables the delivery and implementation of similar solutions. Thus, cloud-based solutions have become the golden standard in the market. 
  • The current global context has forced companies to establish better work from home protocols. This means that they must develop better customer interactions and support strategies, enhance remote operations and security protocols. CRM software is able to deliver all the necessary tools that allow companies to collaborate with clients and partners in a remote work environment.
  • CRM software is able to provide a wide range of solutions for complex operation management: Sales Automation, Customer Support, Marketing Automation, analytics, Business Process Management, social media automation, and more.
  • A growing trend for small and medium enterprises to adopt CRM tools: it is estimated that around 91% of companies with over 10 employees have already deployed CRM solutions.

Drivers that Led to SugarCRM’s Top Position

In the past two years, SugarCRM has invested in developing innovative solutions and delivering quality services to clients and collaborators. The company delivers a full-featured CRM, highly customizable to fit the needs of businesses in different verticals. 

In 2019, the company announced a series of new additions to their product portfolio:

  • Sugar Market (formerly Salesfusion) deploys a set of complex marketing automation tools, such as email campaigns, landing page and form builders, reporting, and automation tools, facilitating lead conversion and building an enjoyable customer journey.
  • Sugar Serve allows customer support representatives to enhance customer interactions and deliver better support to customers in a timely and efficient fashion. 
  • Sugar Discover is a cloud-based revenue analytics tool that offers dynamic updates on your business’ KPIs for data-driven business decisions. 
  • Sugar Connect, formerly known as Collabspot, synchronizes your Google G Suite and Microsoft Office 365 with Sugar for easily accessing your CRM directly from your email inbox.

The company’s mission and vision have also undergone a significant change in 2019. Craig Charlton, CEO at SugarCRM, announced that the company's new goal was to help clients attain customers for life through Sugar’s new customer experience (CX) platform, with a No-Touch information management focus. Additionally, the company also announced the Continuous Cloud Innovation Initiative, a new native Amazon Web Services (AWS) application, designed to offer higher software flexibility and mobility.

SugarCRM’s new approach matches what we are seeing in the marketplace. There is a real strong momentum behind SugarCRM as it has become a full-stack platform for customer experience and revenue professionals.

Christian Wettre, President at W-Systems

In April 2020, SugarCRM announced a new portfolio addition, Sugar Integrate, a cloud-based integration platform that offers over 200 pre-built integrations that can be leveraged to fit your company’s business needs.

In August 2020, the company acquired Node, a California-based Artificial Intelligence start-up. Now, we should expect Sugar to enrich some of the company’s most popular software, Sugar Sell, Sugar Serve, and Sugar Market, with Node’s AI capabilities. Customers will soon be able to enjoy contextual data gathered and processed by their CRM.

Final Thoughts

For us, SugarCRM's position in the top Enterprise CRM vendors comes as no surprise. We are working with Sugar on a daily basis and are familiar with its performance. Our clients and we are extensively using Sugar and our Sugar add-ons across all processes.

Want to enjoy Sugar's full CRM potential? Get in touch with us, and let's discuss your Sugar needs!