SugarCRM’s 2020 Year in Review

Last year started perfectly for SugarCRM. We had an extensive list of innovative initiatives to improve the Sugar platform, and we even crossed a few of them off the list by the first three months of 2020. While not all plans we had in 2020 came to fruition as we originally planned, we still managed to achieve much more than we originally anticipated.

We enhanced Sugar Market, Sugar Sell, and Sugar Serve with features that elevate customer experience (CX) to the next level. We welcomed new team members, awarded and collaborated with partners, and even organized our first in-person APAC customer event! While businesses started moving online and virtual conferences became our go-to way of doing business, we still succeeded in achieving so many milestones.

While planning our 2020 SugarConnection in Sydney, 2020 held different plans and reorganized. As a result, SugarConnection 2020 moved online and turned into SugarConnected 2020. Let’s dive in and see what SugarCRM was able to achieve during this momentous year—starting with innovative products and continuing with the growth of our company; here is our list.
 

Product Innovation

SugarCRM’s 2020 Year in ReviewInnovation was critical last year. SugarLive‘s innovative chat and live omnichannel features are only part of the improvements within our products. Integrated with Sugar Serve, SugarLive increased customer support teams’ presence and availability for customers worldwide.

By expanding our products’ capabilities and introducing a new high-definition customer experience (HD-CX) philosophy into our business, we succeeded in growing the product and platform. 

One of our most significant innovations SugarPredict, landed within Sugar Sell, creating the first artificial-intelligence-powered CRM. With SugarPredict, users can understand customer churn, deals that are most likely to close and oversee their pipeline, taking the guesswork out of day-to-day activities using their own internal data. 

Sugar Market was also enriched with a new Nurture Builder tool that increases users’ flexibility. We also launched Sugar Integrate, allowing businesses to quickly and economically integrate all their business-critical software.
 

A Time for Growth

SugarCRM’s 2020 Year in ReviewThese innovations furthered our passion for growth at Sugar which empowered us to expand and make three acquisitions of Node, W-Systems, and Loaded Technologies. The investment within these companies and their technologies not only broadened what Sugar could do but increased the amount of talent that we have internally to further future innovation.

In a year defined by distance, we worked together to create memories and adapt along the way. Together we focused on moving forward and discovering new ways to connect, including virtual parties, online meditation, and yoga classes, increased health awareness, and virtual happy hours.

 

SugarCRM’s 2020 Year in Review

A Year Full of Achievement

We made the headlines for our achievements and a series of awards. Still, SugarClub was our top achievement, allowing a close-knit community of Sugar experts, customers, and enthusiasts to come together eager to help each other and expand their Sugar knowledge.
 

It’s a Wrap

Last year was challenging, but by working together, we achieved, we grew, and we are stronger for it. This year, our focus is on you and your customers to provide more visibility, more automation, and more focus on building relationships for life.

  • HD-CX
  • Sugar Market
  • Sugar Sell
  • sugar serve
About the Contributor
Mihaela Chiurtu
Mihaela Chiurtu As a Marketing Content Writer, Mihaela is passionate about branding, content strategies, and customer interactions. When outside the office, Mihaela is a Netflix binge-watcher, skincare geek, and music lover.

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