•Affordability. This solution can be a great fit for budget conscience organizations capable of investing additional time in their CRM product.
•Open source customization. A commercial open source solution capable of on-demand individual control (this may be a major positive or a complete turn off depending upon your tolerance for open source business applications solutions).
•Good program. Available source code, good documentation, training programs, and a relatively active community, provide the hallmarks for a successful open source effort.
Room for Improvement:
• Open source. While open source acceptance has grown, it is far from commonly accepted among business application champions. Perhaps more important, one of the core tenants of the SaaS value proposition, is to reduce or eliminate the in-house IT resources needed to support business systems - not hire additional programmers in order to go into the software customization business.
•Small business (only) solution.
•Poor reporting. Pipelines, forecasts, and reporting in general, are not that good in the free version.
•Quite limited system administration tools - such as account merges, mass modifications, flexible security models.
The Sugar platform is highly extensible. The application includes a built-in Module Builder tool to assist developers and users in creating and maintaining custom applications that extend the value of the core platform.