TMCnews Featured Article
SugarCRM: A Look at Open Source CRM
By Stefania Viscusi, Assignment Desk Editor
CH: The continued advance of commercial open source solutions across every sector of the market – enterprise, mid-sized and small businesses - and across geographies – North America, Europe, Japan and developing countries. The commercial open source model enlarges the market because of the Internet as a distribution model, the affordability of the solution, and the ability to extend Sugar in so many different ways.
CH: The biggest trend, which applies not only to the CRM market but to the entire technology marketplace, is a move towards openness. We saw it with Google’s Android (News - Alert) initiative in the mobile space and the Open Social API for networking sites. With customer demands and the increasing diversity of needs in the consumer and enterprise marketplace, companies cannot do everything alone. So, artificial proprietary restrictions are collapsing due to customer demands.
CH: At the top of the list is Sugar 5.0, a product that became generally available at the end of 2007. We believe that this is a game-changer in the CRM industry. It is the most state-of-the-art CRM application on the market; it includes features such as an AJAX email client that no other vendors offer; and it gives non-technical people the ability to easily extend Sugar to meet their unique needs. It has already been tested some 30,000 times by the community and I can tell you the feedback has been tremendous.
CH: You will see as continue to innovate on a number of fronts – CRM features that make people more productive; best-in-class On-Demand services, and more platform capabilities that gives each business more flexibility and control over how they manage their customer relationships.
CH: As technology matures, it becomes more standardized and interoperable. We are seeing that in the CRM market and are well positioned to capitalize with out commercial open source solutions.