Open-source software's hidden snags

Bassim Hamadeh, founder of custom educational publishing firm University Readers Inc., purchased a license for SugarCRM three years ago, after using the community version for a couple of years. "Our IT manager read about Sugar 2.0, installed it, and within a week, we were using it," he says. At approximately $350 per user per year, he says the price is 20% to 25% that of a system like Salesforce.com, and it enables the company to use additional features such as a robust reporting tool, a workflow system and automated triggers.

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