The document compares the open source CRM software SugarCRM to its competitors Salesforce and Microsoft Dynamics. It provides data on downloads, active paid systems, and application developers for SugarCRM over time. Charts show increasing adoption rates. The rest of the document compares features of the three platforms like flexibility, customization options, pricing models, integration capabilities, and technical skills required. It concludes that SugarCRM provides more flexibility and customization options, greater customer control over data and systems, and a better overall price compared to the other platforms.

1. Jorge Menendez Rdz.
jmenendez@corvus-cygnus.com

2. Análisis Competitivo
Open Source vs Others

3. Dónde está el Open Source en la Oferta de CRM

4. Sugar Downloads: 7 Millones
7,000,000
6,000,000
5,000,000
4,000,000
3,000,000
2,000,000
1,000,000
0
4/04 7/04 10/04 1/05 4/05 7/05 10/05 1/06 4/06 7/06 10/06 1/07 4/07 7/07 10/07 1/08 4/08 7/08 10/08 1/09 4/09 7/09 10/09
4/04 7/04 10/04 1/05 4/05 7/05 11/05 1/06 4/06 7/06 10/06 1/07 4/07 7/07 10/07 1/08 4/08 7/08 10/08 1/09 4/09 7/09 10/09
10/05
12/6/2010 ©2009 SugarCRM Inc. All rights reserved. 4

5. Sistemas activos : 61,000 de paga
70000
60000
50000
40000
30000
20000
10000
0
4/04 7/04 10/04 1/05 4/05 7/05 10/05 1/06 4/06 7/06 10/06 1/07 4/07 7/07 10/07 1/08 4/08 7/08 10/08 1/09 4/09 7/09 10/09
4/04 7/04 10/04 1/05 4/05 7/05 10/05 1/06 4/06 7/06 10/06 1/07 4/07 7/07 10/07 1/08 4/08 7/08 10/08 1/09 4/09 7/09 10/09
11/05
12/6/2010 ©2009 SugarCRM Inc. All rights reserved. 5

6. Desarrolladores de Aplicaciones Sugar : 20K
25000
20000
15000
10000
5000
0
4/04 7/04 10/04 1/05 4/05 7/05 10/05 1/06 4/06 7/06 10/06 1/07 4/07 7/07 10/07 1/08 4/08 7/08 10/08 1/09 4/09 7/09 10/09
4/04 7/04 10/04 1/05 4/05 7/05 10/05 1/06 4/06 7/06 10/06 1/07 4/07 7/07 10/07 1/08 4/08 7/08 10/08 1/09 4/09 7/09 10/09
11/05
12/6/2010 ©2009 SugarCRM Inc. All rights reserved. 6

7. Mas de 600,000 usuarios
12/6/2010 ©2008 SugarCRM Inc. All rights reserved. 7

8. Con socios locales a nivel mundial
12/6/2010 ©2008 SugarCRM Inc. All rights reserved. 8

9. Por qué Sugar
“SugarCRM es una solución costo
efectivo y fácil uso que permite a las
empresas crecer su negocio
permitiendoles tener una respuesta
extremadamente efectiva a las
necesidades de sus clientes”.

10. Fortalezas de Sugar
• Estudio y Module Builder
Flexibilidad • Posibilidad de agregar aplicaciones de
terceros.
• SugarExchange
• Libertad de elección en esquema de servicio
Control • Propiedad absoluta de sus datos
• Aceso a esquemas de respaldo
• Precio altamente competitivo
Precio • Mayor valor por el costo por unidad
• El menor tiempo de Retorno Sobre Inversión

11. Sugar vs 2 competidores más importantes

12. Flexibilidad
• Intefase gráfica de customización ( Drag and drop )
• 5,000+ integraciones con otras aplicaciones
SugarCRM •
•
Crea tus propias integraciones in PHP (open language)
No hay limitaciones al número de nuevos módulos o procesos de
Workflow.
• Intefase gráfica de customización ( Drag and drop )
Salesforce.com •
•
~1,000 integraciones con otras aplicaciones
Crea tus propias integraciones con force.com ( Lenguaje propietario)
• Limitaciones al número de nuevos módulos o procesos de Workflow.
• Intefase gráfica de customización (Click and point )
Microsoft • <100 integraciones con otras apliaciones
• Crea tus propias aplicaciones en .NET (language de Microsoft ) para
Dynamics instalaciones internas.
• Grandes restricciones para adaptaciones en modo hosteado.

13. Control
• Cada Cliente su propia base de datos
• Respaldos semanales de BD manteniendo intectas las
SugarCRM relaciones en la misma.
• Libertad de entrega de servicio hosteado, sitio o en la nube.
• Facilidad para mover el esquema de entrega de servicio
• Clientes comparten una Database.
Salesforce.com • Respaldos mensuales en un archivo plano sin relaciones
• Costo adicional por otros servicios de back-up
• Solamente en el centro de datos del fabricantes
• La base de datos depende del esquema de servicio.
Microsoft • Para esquema interno se neceista un servidor adicional
• El backup en servicios hosteados es en formato plano ,
Dynamics exportable a excel
• Moverse de formato on-line a interno requiere de tiempo.

14. Precio
• Professional $30/user/mo
• Enterprise $50/user/mo
SugarCRM • No importa el esquema de servicio
• Se tiene un portal de usuarios en la versión Enterprise
• Contact Manager (5 user max) $5/user/mo
• Group (5 user max) $25/user/mo
Salesforce.com •
•
Professional
Enterprise (“Most popular option”)
$65/user/mo
$125/user/mo
• Unlimited $250/user/mo
• CRM Online* Professional Edition $44/user/mo
Microsoft •
•
CRM Online* Professional Plus Edition
CRM 4.0 Workgroup (5 user max)
$59/user/mo
$2,200 one time
Dynamics •
•
CRM 4.0 Professional **
CRM 4.0 Enterprise **
$1,761 + $880/user
$4,403 + $880/user
* CRM Online is for US/Canada only
** External connectors for CRM 4.0 (portal access)
requires an additional server at a cost of $4,403

15. Comparativa Técnica

16. Comparison: Database Architecture
• Mutli-instance with choice between MySQL, SQL Server, Oracle
• Every customer has their own database at no extra cost
SugarCRM •
•
Customers can add unlimited database fields
On-premise customers have full access to and control over the
database schema
• Multi-tenant Oracle database
Salesforce.com •
•
All customers share one monolithic database
Customers can only add limited number of database fields
• Access to the database schema is PROHIBITED
Microsoft •
•
On-site customers have their own SQL Server, but at an extra cost
On-demand customers share one monolithic database
Dynamics •
•
On-demand customers are restricted to the number of customization
Only on-site customers can make extensive customizations

17. Comparison: Database Backup Recovery
2 key aspects to CRM data: (1) customer data and (2) the relationships
between accounts, contacts, opportunities and all the other data
• Free weekly backup recovery of your CRM data
SugarCRM • Backup maintains all the CRM relationships.
• Easy for any customer to store this backup in a local
database in any format
• Monthly raw object text (flat file in csv format) backups
Salesforce.com • Backup loses all the CRM relationships
• Almost impossible for any customer to store this backup in a
local database.
• CRM online: no scheduled backups
Microsoft • CRM online: export CRM data to excel (flat file) but this is
hard to restore into a relational database format
Dynamics • CRM 4.0 on-premise: keep backup of database on separate
server (extra server cost)
Note: Everybody does multiple daily backups of their on-demand customer data

18. Comparison: Integration Limitations I
Callouts and Logic Hooks
SugarCRM • Professional
• Enterprise
No Limitations
No Limitations
• Contact Manager Not allowed
• Group Not allowed
Salesforce.com • Professional Not allowed
• Enterprise Limited
• Unlimited Limited
Microsoft • CRM online Not allowed
Dynamics • CRM 4.0 on-premise No Limitations

19. Comparison: Integration Limitations II
Web Services APIs
SugarCRM • Professional
• Enterprise
No Limitations
No Limitations
• Contact Manager Not allowed
• Group Not allowed
Salesforce.com • Professional
• Enterprise
Limited and at extra cost
Limited
• Unlimited Limited
Microsoft • CRM online No Limitations
Dynamics • CRM 4.0 on-premise No Limitations

20. Comparison: Custom Modules, Fields and
Workflows
• Easy to use “Studio and Module Builder”
SugarCRM • No developer skills required
• No limits on custom fields, modules and workflows
• Easy to use “Studio”
Salesforce.com • No developer skills required
• Limit of only 200 custom objects, workflow available
only with Enterprise edition
• “Point and click” customizations
Microsoft • Limit of only 100/200* custom objects and workflows
Dynamics • CRM online does not allow for custom objects and
workflows
*100 for Professional Edition and 200 for Enterprise Edition

21. Comparison: Implementation Technical Skills
Some integrations with other applications may require technical skills.
For this, the key questions are: what are these skills and can they be leveraged
with other projects? This points to the hidden cost of different applications
SugarCRM Salesforce.com Microsoft
Force.com
PHP .NET
code
$55-$75/hr $100- 145/hr
$150 – 200/hr
Force.com
MySQL SQL Server
database
$60-90/hr $100 – 125/hr
$150 – 200/hr
Skills can Skills Skills can
be cannot be be
leveraged leveraged in leveraged
in other other in other
projects projects projects

22. Comparison: Workflow and Reports
Feature SugarCRM Salesforce.com
Professional Enterprise
Custom Objects No limitations 200
SugarCRM does not restrict
customers use of advanced
Mass Email No limitations 250 at a time functionaltiy:
Custom Reports No limitations 15/user • Workflow is only available
with Salesforce’s Enterprise
Edition.
API Calls No limitations 1000/user
•Salesforce’s hidden costs kick
Audit Logging No limitations 20 fields max in when customers are deeply
integrated and cost of
migration would be prohibitive
Callouts or Logic No limitations 10/user-day
Hooks • SugarCRM does not have to
put any restrictions because
Workflow Filters No limitations 6 Sugar customers get their own
database. Salesforce
customers on the other hand
Custom No limitations 6 share a database (multi-tenant
Views/Queries database model), limiting the
flexibility the customer has.
Custom Reports No limitations 6
Filters

23. Comparison: 3rd Party Applications
SugarCRM
Free Commercial
SugarCRM provides customers
4,917 165 with:
100% Open Source 100% Open Source • An unparalleled volume of
addons
Salesforce.com • A commitment to open source
Free Commercial • The ability to customize all
add-ins
371 482
• More than 75 language packs
0% Open Source 0% Open Source
Microsoft Dynamics
Free Commercial
0 97
0% Open Source 0% Open Source

24. Conclusion

25. SugarCRM –
More Flexibility, Greater Control, Better Price