SugarCRM’s 2022 Year in Review

SugarCRM’s 2022 Year in Review

What a year! 2022 was all about being able to see customers and deliver experiences like never before. Sugar challenged the hassles of traditional CRMs by unveiling high-definition customer experiences (HD-CX), a step beyond the traditional 360-degree customer view.

2022 is the year we let SugarCRM make the hard things easier for marketing, sales, and service teams. 2022 is the year we let the platform do the work.


Our CRM and Sales Impact Report revealed the blind spots, busy work, and roadblocks that lead to sales friction and contribute to customer churn. The lack of visibility into customer data has pushed many companies to the edge of a customer relationship crisis. Still, those who have closed the data gaps and improved the accuracy and completeness of their data stand to improve retention, increase revenue, and gain more predictable business outcomes. 

As we head into the new year, we will provide you with new findings and keep you up-to-date on market trends on our new 2023 Sales Statistics resource page! 

We Drove Innovation

2022 revealed the urgent need for a complete picture of each customer.

For Sugar Sell…

We launched the Sell Editions (Premier, Advanced, Essentials)! With the introduction of the new Sugar Sell editions, we are significantly simplifying our growing solution portfolio for Sales Automation in the cloud and reducing the complexity of the price list—making it easier to buy!

This update will bring benefits to both new and our existing SugarCloud customers:

  • Get more for less: Customers will enjoy additional capabilities without buying and paying extra for several add-on products.
  • Simpler choice: We’re making it straightforward for all customers and prospects to know which edition they need from the get-go and what they are getting when they upgrade.
  • Grow as you go: As your organization grows, so can your CRM. You can easily upgrade from one Sell edition to the next if you want to benefit from more advanced capabilities.
  • Free conversion: Our existing customers using SugarCloud Professional or Enterprise editions will be converted at no cost to Sell Advanced with many additional value-add capabilities—and they will keep all functionality that they have today.

For Sugar Market…

We introduced dynamic enhancements to Sugar Market. Now, marketers can engage with multiple customer and prospect segments by sending a single email with varied copy based on the recipient’s demographic make-up. With a couple of clicks, marketers can send emails with different images, and languages, making it easier to create and manage multiple custom campaigns simultaneously.

For Sugar Serve…

We introduce updates to our self-serve portal! We’re very excited to share that Q4 brings major updates to Sugar Serve’s Service Portal: the Self-Service Center, a fresh design built in a mobile-friendly omnichannel way and connected directly to Sugar. The Self-Service Center includes capabilities to accelerate sales, customer onboarding, and customer service.

Understanding that service agents work best using case queues, we’re happy to announce that Serve now includes queues in the Service Console. With case queues, your service team can now organize and prioritize cases to optimize their effectiveness. 

We Started a Podcast

The Fuel Growth Podcast is a multi-seasoned series of episodes that detail the journey to success and what it takes to propel businesses into high gear and growth.

Each episode features high-impact interviews with seasoned business leaders about how they achieve real results and keep the momentum going in both their personal and professional life. The podcast is geared toward mid-market companies seeking advice to turn their ideas into reality, narrowing in on the right growth equation.

The podcast hosts are Clint Oram – entrepreneur, startup advisor, and business strategy executive, and Lizzy Overlund – customer experience coach, customer whisperer, and voice of the customer leader. Tune into SugarCRM’s Fuel Growth Podcast & learn different strategies to grow your business from CEOs, CMOs, entrepreneurs & seasoned executives. 

We Stayed Connected (In-Person and Virtually)

We hosted this year’s SugarConnected both virtually and on tour, with different sessions for the APAC, Americas, and EMEA regions, and shared our new commitment to help you remove busy work, roadblocks, and blind spots from your day-to-day.

We also celebrated our second anniversary of SugarClub, our online community where we collaborate on answers, solutions, and ideas about SugarCRM and our CX solutions, including Sugar Market, Sugar Sell, and Sugar Serve. Since 2020, SugarClub has been your one-stop-shop for Sugar news, training, best practices, how-to’s, updates, and much more. 

We also inaugurated #RavingFans, points, and reward system that brings gamification and advocacy to life for our community, allowing you to earn points that can be redeemed in the SugarClub marketplace and earn badges that can be displayed on your profile.

We Celebrated Our Users

As we begin to wrap up 2022 and start to look towards the exciting horizon of 2023, our second annual Customer Breakthrough Awards gave us the opportunity to reflect on the amazing things our customers—and partners—are accomplishing as part of the Sugar ecosystem. A company is only as strong as its customers, and this year was a record-breaking one!

Our 2022 Customer Breakthrough Awards  recognized the success of 16 customers and partners who pushed the boundaries of SugarCRM’s platform for breakthrough customer experience (CX) and business growth.

Closing Thoughts

2022 certainly had its learnings that made us more mindful of the importance of human experiences and connection. It encouraged us to find the best ways to stay close while keeping our distance, and the impact we can make alongside our customers by delivering high-definition customer experiences that inspire confidence and loyalty.

We hope you’ll take a well-deserved break during holidays, and recharge for next year. The SugarCRM team wishes you lots of health and happiness in 2023!

Emily Jahn
Emily Jahn Emily is the Content Marketing Manager at SugarCRM with years of experience working in the SaaS industry. Her strong suits include long-form and short-form content creation, SEO-optimized writing, and editorial planning and promotion. When she's not reading, writing, or editing, Emily enjoys everything the outside world has to offer—hiking, camping, backpacking, and most importantly, skiing!

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