SugarCRM Takes 1st Place in New SoftwareReviews CRM Emotional Footprint Report

CUPERTINO, Calif. – January 14, 2021 – Today, SugarCRM announced that it was named a Champion in the 2021 CRM Emotional Footprint report from SoftwareReviews, achieving the highest score of all ranked companies. With a CX score of 8.6, SugarCRM vaulted to first place in the rankings, up from fourth place last year. The report, based solely on customer reviews, quantifies the value relationship vendors provide to their customers.

Download a complimentary copy of the G2 Mid-Market Report for CRM.

Sugar scored 94% for ‘Plan to Renew’ as reported by customers and ranked second in satisfaction out of fourteen vendors for both ‘Likeliness to Recommend’ (83%) and ‘Cost that is Fair Relative to Value’ (81%). The company also secured top scores for overall customer service. In addition, Sugar received top scores for capabilities and product features, including ‘Ease of Customization’ and ‘Product Strategy and Rate of Improvement.’

“Sugar is the only CRM company in the leader quadrant that serves both mid-market and enterprise needs and provides a full CX solution across marketing, sales, and customer service. This accolade is a testament to our laser focus on delighting customers since the launch of our full CX platform in 2019,” commented Chris Pennington, Chief Customer Officer for SugarCRM. “We are excited to head into 2021 with our continued dedication to creating value for customers and helping ‘them’ create customers for life.”

Download a complimentary copy of the G2 Mid-Market Report for CRM.

About SoftwareReviews Emotional Footprint Awards and Software Reports:

The Emotional Footprint Diamond illustrates the customer experience with software vendors, showing a complex relationship spanning procurement, implementation, service, and support. The Net Emotional Footprint of a vendor is a result of aggregated emotional response ratings in the areas of service, negotiation, product impact, conflict resolution, and strategy and innovation, creating a powerful indicator of overall user feeling toward the vendor and its product from the software users’ point of view. The data published in the Emotional Footprint Diamond is collected from real end-users through authentic software review surveys and meticulously verified. The survey uses standard net promoter scoring (positive percentage minus negative percentage) to arrive at the Net Emotional Footprint score. These skillfully crafted survey questions are informed by two decades of IT research and advisory.

Vendors with top user scores receive the Emotional Footprint Award. The Emotional Footprint Awards, an initiative proudly founded in 100% user-review data, is free of traditional components such as market presence and analyst opinion, which are opaque in nature and may be influenced by vendor pressure, financial or otherwise.

About SoftwareReviews:

SoftwareReviews is a division of Info-Tech Research Group, a world-class IT research and advisory firm. Backed by two decades of IT research and advisory experience, SoftwareReviews is a leading source of expertise and insight into the enterprise software landscape and client-vendor relationships.

By collecting real data from IT and business professionals, the SoftwareReviews methodology produces the most detailed and authentic insights into the experience of evaluating and purchasing enterprise software.

About SugarCRM

SugarCRM’s time-aware sales, marketing, and service software helps companies deliver a high-definition (HD-CX) customer experience. For mid-market and enterprise companies that want a CX-driven platform, Sugar gives teams the time-aware customer data they need to achieve a clear view of the customer and reach new levels of business performance, predictability, and increase customer lifetime value.

More than 4,500 customers in over 120 countries rely on SugarCRM. Based in Silicon Valley, SugarCRM is backed by Accel-KKR.  

Media Contact:

Caroline Hacker