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SugarCRM vs NetSuite CRM

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Our analysts compared SugarCRM vs NetSuite CRM based on data from our 400+ point analysis of CRM Software, user reviews and our own crowdsourced data from our free software selection platform.

Overview Pricing Benefits & Features User Ratings Analyst Summary Screenshots
SugarCRM Software Tool
NetSuite CRM Software Tool
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Product Basics

SugarCRM is a comprehensive platform that effectively manages the customer lifecycle with a set of modules that support each stage of the funnel. It helps organizations locate prospects, nurture leads, close more deals and retain customers. Some capabilities include quote management, forecasting, campaign management and a customizable interface.

It supports multiple currencies and 35 languages with the option to develop support for additional languages. It can integrate with mobile device management offerings as well.
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NetSuite CRM is a cloud-based software offering a real-time, 360-degree view of customers. It ensures a continuous flow of information for opportunities, sales orders, fulfillment, renewal, upsell, cross-sell, and support. Some of its capabilities are sales force automation, marketing automation, partner relationship management, quotes and order management, and sales forecasting.

It supports businesses of all sizes across a broad spectrum of industries. Integration with existing e-commerce and ERP offerings eliminates the costs of having multiple applications for each business unit.
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$19/User, Monthly
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$1,188 Monthly
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Small 
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Windows
Mac
Linux
Android
Chromebook
Windows
Mac
Linux
Android
Chromebook
Cloud
On-Premise
Mobile
Cloud
On-Premise
Mobile

Product Assistance

Documentation
In Person
Live Online
Videos
Webinars
Documentation
In Person
Live Online
Videos
Webinars
Email
Phone
Chat
FAQ
Forum
Knowledge Base
24/7 Live Support
Email
Phone
Chat
FAQ
Forum
Knowledge Base
24/7 Live Support

Product Insights

  • Improve Productivity: Streamline regular tasks through integration with email and calendar apps. Archive customer communications and quickly sync email information with various modules in the CRM. 
  • Centralize Info: Bring sales rep activities like calls and meetings into a central location for easy tracking. 
  • Ease Service Demands: Reduce the customer service workload by creating and managing a repository of searchable, self-service help articles. 
  • Leverage a Flexible DesignLeverage a Flexible Design: Make code-free custom layouts, fields and relationships. Customize modules and plugins to match internal processes and configure core functionality at a system or module level. 
  • Stay Informed About Activities: It’s easy to monitor record updates, create posts and comment, with all activities aggregated into a single stream that’s configurable and available from several different screens. 
  • Save Time: Keep work flowing in an efficient manner by building and applying automated business processes. 
  • Maintain Security: Keep data secure and ensure everyone has the appropriate access with permission privileges that use a combination of roles and team membership settings. 
  • Find Information Quickly: Access data using filters and tags for fast searching globally or within a single module. 
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  • User-Friendly Integration: Ensure code-free integration with third-party cloud environments and on-premise applications leveraging SOAP, CSV and REST web services using the SuiteTalk feature. Create lightweight custom mobile apps and website-to-NetSuite integrations. 
  • Improved Customer Satisfaction: Boost retention by enabling customers to complete transactions, submit support issues, receive answers and update profiles. They can manage orders, view order histories, receive automatic confirmation for service requests and check support documentation. 
  • CRM Functionality on Mobile: Handle tasks from anywhere using mobile solutions for iOS, Android and Windows devices, including the SuitePhone app. Check forecasts, manage leads, create expense reports, generate quotes and orders, access reports, and manage activities and meetings. Also customize apps to unique business needs. 
  • Efficient Data Tracking: Sales, marketing and service team members can monitor personalized KPIs, call resolution time, call volume and trends through real-time, role-based dashboards. They can also access the latest reports, and analyze renewing maintenance and customer satisfaction. 
  • E-Commerce Integration: Streamline data flow and enhances accuracy by using a single system of record that houses customer interactions, information and transactions. Measure and monitor all online interactions with customers or prospects, automatically. 
  • Convenient Updates: Apple users never have to miss critical info or updates, with real-time key alerts to their Apple Watch. 
  • Seamless Case Management: Gain insights into the value of each customer, lead and client, ensuring better visibility into case management, with time tracking tied to customer records. Also, track the exact time spent by team members on individual interaction. 
  • App Store: Leverage capabilities for specific industry and business needs through a collection of bundles developed by NetSuite or by its third-party developer program. It’s also possible to develop customized solutions to match specialized requirements. 
  • Accurate Forecasting: Sales reps and managers can forecast deals accurately and compare against pipelines at each level. Capabilities like multiple forecasts help evaluate accuracy, while “Mood Ring” forecasts help capture prediction as an override. Additionally, calculate close probability, the weighted amount for opportunities and quotes, and projected amount. 
  • Improved Data and Decisions: Probability-based forecasting helps managers and sales reps understand pending orders, quotes and opportunities, and make necessary adjustments. 
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  • Campaign Management: Offers multi-channel support and streamlines every aspect of marketing campaigns by: 
    • Benchmarking to see what works and what doesn’t.
    • Gathering campaign performance data for measurement and real-time updates.
    • Capturing email metrics such as bounce rate, click-through rate and open rate.
    • Collecting visitor info via web forms that don’t require technical knowledge to use.
  • Lead Management: Data insights show channel profitability and allow tracking of campaign effectiveness. Also helps: 
    • Segment based on source, channel, industry or other factors.
    • Route leads to the right sales rep based on business rules to define and automate the handoff from marketing to sales.
    • Replicate successful campaigns in a few steps.
  • Reports and Dashboards: View real-time, customizable data to analyze critical KPIs for a number of metrics such as leads, opportunities and sales rep performance. Also offers data on sales trends, customer profiles based on different criteria and case reports. 
  • Sales Forecasting: Models include likely, best case and worst case. Also has: 
    • What-if scenarios for more accurate predictability, using past revenue as the basis for sales predictions.
    • Worksheets for monitoring sales team performance and assigning quotas.
    • Customization options to handle complex sales cycles and situations like staggered or recurring purchases.
  • SugarBPM: Offers a visual interface for designing workflows, alongside tools that speed up troubleshooting and dashboards that save snapshots of tasks and workflows. 
  • Case Management: Customer service reps can efficiently and accurately handle customer cases by viewing all cases per account and receiving reminders for fast resolution. Also includes: 
    • Priority levels that help agents respond quickly to the most urgent cases.
    • KPIs like customer satisfaction and response times.
    • Configurable user journeys.
    • A portal where customers can create tickets, upload and update info, and follow cases to resolution.
  • Knowledge Base: Delivers self-serve information to customers via a portal. Also allows creating an article based on support case details and includes stock fields that can be modified based on needs. 
  • Bug Tracking: Agents can view details including resolution status as well as track product problems and bug frequency. 
  • Project Management: Includes common project management features such as Gantt charts, task management and dashboards to manage projects like campaigns and customer cases without needing a third-party tool. Also offers management of emails, calls and more from one spot, as well as a place to store call records. 
  • Integrations: Including: 
    • Popular Google apps such as Gmail, Docs and Drive.
    • Social media channels so companies can engage with customers more effectively.
    • Online meeting platforms like GoToMeeting and WebEx to start, schedule and join meetings directly from SugarCRM.
  • Mobile App: Offers a mobile app for phones and tablets, with features such as filters, dynamic search, GPS mapping, click-to-text, click-to-call and offline sync. 
  • Quote Management: Easily manage all aspects of customer quotes using a drag-and-drop interface and grouping options that categorize quoted items in an organized fashion. Also includes out-of-the-box customization for formulas and field calculations. 
  • Tags: Allows selecting which modules to include in global search results and changing selections as needed. Filters include multiple criteria for locating data, while tags are phrases or keywords that can be grouped together to organize information. 
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  • Opportunity Management: With detailed information and a complete pipeline view of opportunities, the sales team can streamline sales and customer buying processes. They can access prospect information, potential revenue, notes, meeting records and status. 
  • Contact Management: Centralized data makes it easier to manage and create contacts through sales portals, as well as view leads, tickets and the opportunities associated with them. A pipeline view facilitates lead tracking, along with full details of all interactions. 
  • Quote and Order Management: Streamline quote and order tasks with an integrated quote-to-order, cash and fulfillment solution. Automatically process quotes with back-end financials, convert those into approved sales orders and include shipping rate calculations, automated tax, and pricing and discounting rules. Also access sales and projections of recurring revenue in forecasts and variances. 
  • Quota Management Sales reps can create and track quotas by item, class, location or department. It’s also possible to set quotas based on company sales goals. 
  • Incentive Compensation Management: Integration with an incentive management module offers visibility into incentives through automated compensation management. 
    •  Set up commission schedules monthly, quarterly, biannually and annually. 
    •  Apply configuration rules to determine commission based on sales, quotas, profitability, quantity and more. 
  • Lead Management: Manage lead generation and measure campaign ROI by tracking lead-to-revenue score with aligned marketing and sales functions. Automate lead capture from multiple sources like search engines, websites, direct mail, email and events. 
  • Campaign Management: Create and track targeted marketing campaigns based on purchase trends, demographics, support histories and response patterns. Ensure personalized marketing using data segmentation, and analyze marketing campaigns such as direct mail, events, email and multichannel campaigns in a single application. 
  • SEO-Optimized Website: Optimize web pages with meta tags, image-alt tags, customizable titles and short search engine descriptive URLs for dynamic pages. It’s possible to preserve search rankings for both static HTML and dynamically generated web pages by creating permanent (301) redirects. 
  • Web Forms: Create landing pages with a drag-and-drop interface, capture leads directly from the website and populate them automatically in real time. A routing engine directs the captured leads to sales reps. 
  • Partner Management: Align partner activities in PRM with order management and sales activities in CRM using a single application. Partners can register, measure conversion rates and acquisition costs, and track leads and marketing campaigns. Resellers can place and track orders with transparency. 
  • Case Management: Offers online self-service with case submissions, tracking and routing of customer support cases, based on case type, product, partner, customer and issue. 
    •  Enable greater availability and cater to customer preferences by routing across multiple communication channels such as phone, email, web and fax. 
    •  Prioritize cases and track them through default statuses such as not started, escalated, in progress, closed and reopened. 
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Product Ranking

#42

among all
CRM Software

#39

among all
CRM Software

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User Sentiment Summary

Good User Sentiment 1126 reviews
Good User Sentiment 605 reviews
75%
of users recommend this product

SugarCRM has a 'good' User Satisfaction Rating of 75% when considering 1126 user reviews from 4 recognized software review sites.

74%
of users recommend this product

NetSuite CRM has a 'good' User Satisfaction Rating of 74% when considering 605 user reviews from 5 recognized software review sites.

5.0 (16)
4.7 (14)
3.7 (572)
3.4 (276)
3.8 (341)
n/a
n/a
3.9 (180)
n/a
4.4 (62)
3.7 (197)
3.5 (73)

Synopsis of User Ratings and Reviews

User-Friendly: Of users who review the functionality and interface, 66% mention the platform is intuitive and easy to adapt to.
Customer Service: The customer support is very responsive and helps fix issues quickly, according to 60% of users referencing it.
Automation: Can handle most daily tasks, helping save time and eliminating manual work, suggest 80% of users who mention this feature.
Integration: The application features wide device deployment and complete social media integration, according to 80% of users citing this element.
Customization: The software is highly customizable, making it flexible for every business need in the experience of 71% of users who reviewed customizations.
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Robust CRM: The feature-rich platform helps track sales orders and activities, set reminders, manage leads, forecast revenue, as well as connect HR, timesheets and invoices, says every user referencing this aspect.
Customization: More than 90% of reviewers talking about this feature think easily customizable reports, fields and options are a benefit.
Integration: Integration with systems such as Tableau and Power BI ensures information visualization, according to almost 80% of users mentioning it.
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Not Budget-Friendly: The system is pricey for the features offered, say 66% of reviews about pricing.
Compelled Updates: 100% of users reviewing this indicate that the automatic updates reconfigure the system, making it time-consuming to set up every time.
Data Reporting: he system offers limited data reporting functionality and forces the usage of line items, quotes, forecasts and the renewal console, according to 66% of users mentioning this.
Lacks Responsiveness: The dashboard is very cumbersome and takes time to respond, suggest 75% of users reviewing this aspect.
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Learning Curve: There’s a lot to learn to utilize the platform to its fullest, note almost 70% of users mentioning this aspect.
Slow: Every user talking about speed mentions the software goes down at times, causing loss of productivity.
Cost: The system is quite expensive according to every user referencing pricing.
Limitations: All reviews about limitations mention hidden menus, confusing dashboards, and difficulty tracking client interactions at a macro level and scheduling routes.
Complicated: According to every user referencing complexity, the platform is confusing for users without prior knowledge as well as for small companies.
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SugarCRM provides a wide array of features that the majority of users report are user-friendly. It automates workflows for easy operation and integrates with almost all apps that are used on a day-to-day basis. Feedback also indicates the customer service is a key benefit. Some limitations include forced updates that hinder productivity, limited reporting and analytics, and a slow dashboard. Users also say it’s on the expensive side given the features available. While there are notable drawbacks, it has plenty to offer businesses looking to automate their sales and marketing efforts on a highly customizable platform.

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NetSuite CRM offers a 360-degree view of customers in real time. With a wide range of features, it ensures a continuous flow of information for opportunities, fulfillment, renewal, upsell, cross-sell and support. It’s highly customizable and integrates with major platforms, including BI tools for helpful visualizations, as most users note. However, there’s a steep learning curve and reviews note the system is highly complex. It can be sluggish at times, is a bit expensive and has some feature limitations to be fixed. Overall, it’s a complete CRM platform with robust functions best suited to larger companies that have the technical resources and budget to use it effectively.

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Screenshots

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