SugarCRM vs Salesforce: which one to choose in 2025?

SugarCRM vs Salesforce: the battle of the CRM titans is (still) relevant in 2025. SugarCRM and Salesforce are a bit like a gourmet restaurant menu: everything appeals, but not everything will suit every appetite.

On the one hand, there's Salesforce, an ultra-connected giant packed with tools and modules. A CRM Rolls-Royce that sometimes requires a special licence to drive.

On the other, SugarCRM, a more discreet but formidably flexible solution, often chosen by those who want to regain control of their data and avoid gas plants.

So, whether you're a scale-up looking to scale without getting your dashboards in a tangle, or a large group dreaming of a sales pipeline that's as smooth as a cup of coffee in August, we've analysed the two platforms for you. With reliable data, concrete comparisons and, above all, a tone that won't give you a headache.

Ready to choose sides? Follow the guide.

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What is SugarCRM?

Overview of SugarCRM

SugarCRM is customer relationship management software that focuses on personalisation, business process automation and data sovereignty. Although it is less well known to the general public than Salesforce, it has nevertheless established itself in a number of demanding sectors, particularly industrial and B2B.

SugarCRM was launched in 2004 with a clear promise: to offer a more flexible alternative to the CRM giants. Its strength lies in its ability to adapt to business processes, without imposing a single mould on all companies.

The software is particularly popular with organisations that need complex workflows, a flexible architecture and a high level of customisation, while retaining a degree of control over the infrastructure, thanks in particular to on-premise or hybrid cloud deployment options.

SugarCRM is aimed primarily at growing SMEs and SMBs with a structured sales team and well-established internal processes. It is also popular with companies operating in regulated or technical environments.

Frequent use cases include automating lead qualification, accurately tracking the sales cycle, personalising customer interactions and integrating data from multiple business systems.

SugarCRM has positioned itself as a sovereign alternative to solutions that are too closed or too standardised. Its credo: it's up to CRM to adapt to the business, not the other way round.

A number of leading groups have placed their trust in SugarCRM, including Sennheiser, IBM, Agfa Healthcare, Tetrapak and Zurich Insurance.

SugarCRM's main features

SugarCRM doesn't overdo the flashy tools. What it does offer, it does well - and often better than the market behemoths when it comes to customisation or automation.

Here are the key features to remember in 2025:

• Sales automation: SugarCRM lets you create ultra-personalised sales paths, with advanced business rules and automatic alerts. This enables teams to be more responsive without losing control.
• Intelligent lead management: Thanks to its advanced scoring engine, SugarCRM helps sales staff identify the most promising leads and prioritise their actions.
• Customised workflows without code: The low-code interface lets you model complex business processes without having to go through development. This is a real asset for companies with specific organisational structures.
• Unified customer view: allinteractions, data and history are centralised on a single file. We're talking about a truly exploitable 360° view.
• Integrated marketing automation module: Sugar Market, the native marketing automation module, makes it possible to launch targeted campaigns, nurture leads and track performance from within the CRM.
• AI and predictive intelligence: SugarCRM integrates artificial intelligence via SugarPredict, which anticipates buying behaviour and predicts the probability of conversion or churn. A feature that is still rare in mid-market CRM.
• Cloud or on-premise deployment: Unlike Salesforce, SugarCRM offers genuine hosting freedom, including on internal servers for companies subject to sovereignty constraints.
  

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Advantages and disadvantages of SugarCRM

SugarCRM relies on customisation, flexibility and a high level of automation. But like any full-featured CRM, it also has a few limitations that you should be aware of before taking the plunge.

Here's a clear, concise overview, based on user feedback (from G2, Capterra, TrustRadius and others) and expert analysis.

The benefits

• Advanced customisation without heavy development: SugarCRM adapts to existing processes without forcing you to rebuild everything. This is particularly useful in complex business environments.
• Flexible deployment (cloud, on-premise, hybrid): Few CRMs yet offer this freedom. A real plus for companies concerned about the sovereignty of their data.
• Powerful automation engine: Workflows are easy to create, can be modelled without code, and help to optimise sales efforts without drowning teams in manual tasks.
• Clear, modular interface: Each user can customise their workspace, without constantly relying on the IT department or an external integrator.
• Clearer pricing than competitors: Modules are clearly identified, with no multiplication of add-ons invisible in the initial invoice.

Disadvantages

• Learning curve at start-up: The rich functionality requires a learning curve. SugarCRM is not a ready-to-use CRM for beginners.
• Fewer native integrations than Salesforce: Some third-party integrations require connectors or specific development.
• Design still uneven across modules: Some screens have dated ergonomics, even though the general interface has evolved considerably in recent years.
• More limited community and ecosystem: The user base remains smaller than that of Salesforce, with fewer online resources and certified partners.

To sum up, SugarCRM is a powerful but demanding solution. It is aimed at companies looking to structure their business operations in a fine-tuned way, while keeping control of their infrastructure and data.

What is Salesforce?

Overview of Salesforce

Salesforce is the world leader in CRM, known for its sprawling ecosystem, functional power and integration at every level. In 2025, it remains an essential reference, but it is not suitable for all business profiles.

Launched in 1999 in San Francisco, Salesforce revolutionised the CRM market with its 100% cloud model and innovative user interface. Today, it is no longer just a CRM, but a complete customer relationship management platform, from marketing to sales and support.

Salesforce is aimed at both ambitious SMEs and major international groups. Its main strength lies in its modularity: you can start simply with Sales Cloud, then over time add other building blocks such as Service Cloud, Marketing Cloud, Tableau for BI, or Einstein for predictive AI.

In terms of use cases, Salesforce shines when it comes to managing complex sales teams, multi-channel customer journeys or large-scale structured sales processes. It is also highly prized in the finance, healthcare, retail and education sectors, particularly for its customisation capabilities and security standards.

The positioning is clear: Salesforce wants to be the central hub for all customer data, with an integrated ecosystem logic and functional depth that sometimes verges on the excessive.

Its customers include giants such as Air France-KLM, Accor, Schneider Electric, Renault Group, L'Oréal and Spotify.

Key features of Salesforce

Salesforce is more than just a CRM. It's a truly all-in-one sales and marketing platform, designed to support growth, internationalisation and operational complexity. In 2025, it remains the market benchmark... provided you know how to use it.

Here are the main features you need to know about:

• Sales Cloud: This is the heart of the reactor. It manages the entire sales cycle, from lead to close, with a complete view of the pipeline and advanced reporting tools.
• Service Cloud: A module dedicated to customer support, with an integrated call centre, ticket management, knowledge base and automated after-sales service.
• Marketing Cloud: Salesforce offers a robust marketing automation platform for orchestrating multi-channel campaigns, behavioural scoring and personalising customer journeys.
• Tableau & Einstein Analytics: For data-driven businesses, Salesforce offers embedded BI and predictive analysis tools, with interactive visualisations and AI-assisted recommendations.
• AppExchange: This is Salesforce's in-house marketplace. It features over 4,000 applications to extend the capabilities of CRM, from native integrations to specific business modules.
• Flow Builder and low-code tools: Salesforce lets you create automations, forms, internal processes and user paths without writing a single line of code.
• Ultra-connected ecosystem: Salesforce integrates natively with a host of third-party tools (ERP, e-commerce, social networks, customer service, etc.), making it a very popular solution with large IT departments.

In short, Salesforce offers impressive functional coverage, making it possible to centralise all customer interactions, regardless of the channels or departments involved.

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Advantages and disadvantages of Salesforce

Salesforce impresses with its power and rich functionality. But this CRM war machine can also become... a gas factory if badly managed.

Here's a balancing act based on user feedback (G2, Capterra, TrustRadius) and the major market trends in 2025.

The benefits

• Ultra-complete platform: Salesforce covers the entire customer lifecycle, from acquisition to support, including sales, marketing and analysis. Few CRM solutions go this far.
• Exceptional scalability: The solution adapts to all sizes of business, from ambitious SMEs to multinationals. You can start small, then add modules as you go along.
• Rich ecosystem: With over 4,000 apps on the AppExchange and native compatibility with many third-party tools, Salesforce integrates easily into complex systems.
• Advanced automation: Thanks to Flow Builder and Einstein's AI capabilities, complex scenarios can be automated without the need for heavy development.
• Global community and extensive support: Abundant documentation, certified partners, active forums... It's easy to find help, experts and best practices.
  

Disadvantages

• High cost, even for entry-level plans: Salesforce is not a cheap solution. For equivalent functionality, it can cost two to three times more than a mid-market CRM.
• Complex configuration: Flexibility comes at a price: without solid support (internal or external), implementation can quickly become long and costly.
• Functional overlay sometimes unnecessary: Some companies only use a fraction of the modules available, which can create a feeling of overload.
• Dependence on the Salesforce ecosystem: Once well integrated, it can become difficult (and costly) to leave. The 'lock-in' effect is real.
• Dense interface: Despite the many UX improvements, the environment can still be too crowded, especially for inexperienced users.
  

In short, Salesforce is a powerful CRM, but it is aimed at organisations capable of structuring their CRM project in depth. For others, a lighter solution (such as SugarCRM) may offer better value for money.

SugarCRM vs Salesforce: compare features

Behind the term "CRM", each hides its vision of the customer. One plays the customisation card to the extreme, the other piles on modules to cover every need. Here's a point-by-point head-to-head comparison to help you see things more clearly.

Summary comparison table

Functionality	SugarCRM	Salesforce
Sales automation	✅ Highly customisable	✅ Very advanced but complex
Marketing automation	✅ Integrated (Sugar Market)	✅ Powerful (Marketing Cloud)
AI and predictive	✅ SugarPredict	✅ Einstein AI
Marketplace and integrations	⚠️ Plus limited	✅ Massive AppExchange
Workflow customization	✅ Efficient low-code	✅ Very powerful, but technical
On-premise deployment	✅ Available	❌ Cloud only
UX and handling	⚠️ Interface perfectible	✅ Neat but dense UX
Pricing	✅ Transparent	❌ Complex and expensive

Focus 1: Sales automation

Salesforce offers ultra-deep automation with Flow Builder, natively integrated into its entire ecosystem. Ideal for complex scenarios, provided you have the time (or consultants).
SugarCRM, on the other hand, offers a simpler approach to configuration, with business triggers that are easy to set up, even without coding.

👉 To remember

Salesforce is designed for mature organisations. SugarCRM is better suited to sales teams who want automation... without getting bogged down in a workflow factory.

Focus 2: Marketing automation

Salesforce is banking on the power of Marketing Cloud, which is capable of managing multi-channel campaigns, lead nurturing and advanced behavioural tracking... but getting to grips with it is far from instantaneous.
SugarCRM integrates Sugar Market, which is lighter, but sufficient for B2B marketing teams: segmentation, scoring, automated sending, reporting, it's all there.

👉 To remember

SugarCRM is more accessible for simple targeted campaigns. Salesforce dominates if you are managing large-scale, complex marketing funnels.

Focus 3: Artificial and predictive intelligence

Salesforce was a pioneer in AI with Einstein, which powers sales prediction, recommendations and even sentiment analysis.
SugarCRM is not to be outdone, with SugarPredict, an AI engine that anticipates conversions and churn. Less configurable, but more plug & play.

👉 To remember

For rapid, operational use of AI, SugarCRM is more direct. For advanced uses, Salesforce offers greater depth.

Focus 4: Integrations and ecosystem

SugarCRM offers a robust API and an in-house connector (Sugar Integrate), but its marketplace remains modest. Integrations are often made to measure.
Salesforce, with its AppExchange, offers over 4,000 ready-to-use apps: ERP integration, HR tools, helpdesk, e-commerce, etc.

👉 To remember

If you're looking for a ready-to-use, interconnected solution, Salesforce has a clear head start.

Focus 5: Deployment and customisation

SugarCRM stands out for its on-premise offering and its ability to customise without code. A strategic choice for sensitive sectors (healthcare, industry, defence).
Salesforce, which is 100% cloud-based, favours scalability and rapid deployment, but you'll be working within their technical framework.

👉 To remember

SugarCRM offers greater freedom of infrastructure. Salesforce offers a powerful environment, provided you accept the rules of the game.

SugarCRM vs Salesforce: compare prices

Between SugarCRM's all-in-one price list and Salesforce's tiered plans, it's easy to get lost. Here's a clear comparison of the offerings available in 2025.

Price comparison table

Annual invoice price

Plan / Software	SugarCRM	Salesforce Sales Cloud
Entry-level offer	Standard - €59/user/month	Starter Suite - €25/user/month
Standard plan	Advanced - €85/user/month Enterprise - €85/user/month	Suite Pro - €100/user/month
Advanced plan	Premier - €135/month Enterprise+ - €120/user/month	Enterprise - €165/user/month
Complete package	Sugar Enterprise + Market - on quotation	Unlimited - €350/user/month
Marketing Automation	Included in certain plans (Sugar Market)	Separate: Marketing Cloud (on quotation)
On-premise deployment	✅ Available	❌ Not available

*SugarCRM prices on annual billing only.

What we can say

• SugarCRM offers more readable pricing, with bundles often including both CRM and marketing automation.
• Salesforce may seem cheaper at the entry level, but as soon as you upgrade to a higher level of functionality, the bill quickly climbs.
• Salesforce's marketing automation is a completely separate component, often priced separately.
• SugarCRM can be deployed on-premise at no extra cost, which is an advantage in certain regulated sectors.

👉 To remember

For a complete CRM solution that is financially stable, SugarCRM remains more affordable. Salesforce, on the other hand, quickly becomes a heavy investment, but a strategic one for large organisations.

SugarCRM vs Salesforce: which interface is more intuitive?

When it comes to CRM, usability is not a luxury, it's a driver of adoption. If your teams spend more time looking for a button than selling... then there's a problem.

So, SugarCRM or Salesforce: which one really serves your users on a daily basis?

UX analysis: what users are saying

SugarCRM has made great efforts in recent years to modernise its interface, with a modular approach and a customisable dashboard. The UX is still easy to understand, but some screens still lack fluidity, particularly in lead management and advanced reporting.

Salesforce, on the other hand, offers a clear, consistent and very well thought-out interface... provided it has been properly configured. By default, the sheer volume of functions can scare off new users. But once mastered, the experience is fluid, with lots of shortcuts and intelligent views.

Interface comparison table

Criteria	SugarCRM	Salesforce
Quick to learn	✅ Simple, logical interface	⚠️ Requires structured onboarding
Customisable display	✅ Very flexible	✅ Very extensive
Overall design	⚠️ Functional but dated	✅ Modern and responsive
Navigation	✅ Easy on basic modules	✅ Smooth once configured
Learning curve	✅ Less technical to get started	❌ More complex to start with
Average adoption time	1 to 2 weeks	3 to 5 weeks

👉 To remember

SugarCRM offers a clear, efficient interface, ideal for teams who want a tool that's easy to get to grips with, without the need for intensive training. But despite recent improvements, its design remains more functional than elegant.

Salesforce, on the other hand, offers a more accomplished and customisable user experience... provided the environment is properly configured from the outset. For organisations prepared to invest time (and sometimes budget) in onboarding, the Salesforce UX can become a real performance driver.

SugarCRM vs Salesforce: compare integrations

A CRM working alone is like a sales team without leads.

In a SaaS environment, integrations are key: they streamline data, avoid duplicate entries and improve the user experience.

Salesforce and SugarCRM each have their own approach. One plays the giant ecosystem card, the other relies on open APIs and flexibility.

Criteria	SugarCRM	Salesforce
Number of native integrations	⭐⭐⭐	⭐⭐⭐⭐⭐
Ease of connection (plug & play)	⭐⭐	⭐⭐⭐⭐
API and third-party connectors	⭐⭐⭐⭐	⭐⭐⭐⭐
Inter-tool automation	⭐⭐⭐	⭐⭐⭐⭐
Marketplace (ready-to-use apps)	⭐⭐	⭐⭐⭐⭐⭐

Analysis

Salesforce largely dominates when it comes to integrations. Thanks to AppExchange, its in-house marketplace, it offers thousands of ready-to-use connectors for all kinds of tools: ERP, helpdesk, messaging, e-commerce, finance, etc. What's more, its cloud architecture facilitates automation between the various modules (Sales, Marketing, Service, etc.).

SugarCRM, which is lighter on native integrations, relies on its open API approach and its Sugar Integrate connector. This works very well... but often at the cost of specific developments or via platforms such as Zapier, Workato or Make. Its marketplace will remain modest in 2025.

👉 To remember

Salesforce is the obvious choice if you are looking for a platform that is already connected to your software stack. SugarCRM is better suited to organisations that want to build bespoke integrations, with more technical control... but also more implementation.

When should you choose SugarCRM or Salesforce?

You don't need a jackhammer to drive a nail in. The choice between SugarCRM and Salesforce depends on your priorities: flexibility, power, budget or ecosystem. Here are the typical use cases to help you make the right choice.

If this applies to you... choose SugarCRM

• You're looking for a CRM that can be customised without relying on an integrator.
• You need to keep your data in-house or under control.
• Your sales team needs a simple, clear tool.
• You have a stable budget, with no additional costs for each new feature.
• You are in a B2B or industrial sector, with long and complex sales.

If this applies to you... choose Salesforce.

• You want a complete customer platform, from marketing to support.
• You work with large, distributed or international teams.
• You need ready-made integrations with your software stack.
• You're ready to invest in a structured project, with a strong need for support.
• You have an advanced data or AI strategy, with profound analytical needs.

Things to remember about the SugarCRM vs Salesforce battle

They both perform well. But not for the same reasons. SugarCRM plays the freedom card, Salesforce the hyper-power card.

We've summed it all up in a simple table, to help you decide according to your priorities.

Final comparison table

Priority need	Recommendation
Business customisation	SugarCRM
Ease of use	SugarCRM
Integrations and extended ecosystem	Salesforce
Advanced data-driven management	Salesforce
On-premise deployment	SugarCRM
Large-scale multi-channel marketing	Salesforce
Predictable and predictable budget	SugarCRM
Rapid growth, multi-teams, multi-sites	Salesforce

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FAQ on SugarCRM vs Salesforce

Which solution is easier to learn?

SugarCRM is more accessible from the outset. Its interface is uncluttered and its modules focus on the essentials.

Salesforce takes some getting used to, and requires a structured onboarding process, but becomes very fluid once it's been properly configured.

Which is best suited to SMEs?

SugarCRM is best suited to SMEs that want a flexible tool, without breaking the bank on customisation or integrations.

Salesforce may be suitable, but becomes interesting above a certain level of maturity or complexity.

Can these CRMs be used in French?

Yes, both tools are available in French. Salesforce offers very advanced localisation. SugarCRM is also well translated, but some customisations require manual adjustment.

Is Salesforce too expensive for a small business?

Not necessarily... but the price rises quickly once you activate several modules (support, marketing, AI...). SugarCRM is more affordable, especially if your needs are targeted.

Do both CRMs offer marketing automation?

Yes, but not at the same level. SugarCRM offers Sugar Market, a simple and effective module for B2B campaigns.

Salesforce includes Marketing Cloud, which is very powerful but complex (and billed separately).

Is it easy to customise workflows?

SugarCRM allows you to create customised workflows without code, with a good level of business logic.

Salesforce offers more depth via Flow Builder, but the learning curve is steeper.

What about security and RGPD compliance?

Both vendors are RGPD compliant and offer personal data management tools.

SugarCRM, with its on-premise deployment option, is more reassuring for companies sensitive to issues of sovereignty.

Is it easy to change CRM if you need to?

In both cases, it's not easy. CRMs are central building blocks.

Salesforce is a little more confining with its ecosystem. SugarCRM, which is more open, allows data to be exported more fluidly in the event of a migration.