Welcome to the New SugarCRM!

Welcome to the New SugarCRM!

Today we’ve made some announcements that will fundamentally change the way businesses utilize CRM. As you know, our recent acquisitions of Collabspot, Salesfusion and a business intelligence team have moved us firmly into the realm of customer experience (CX). Many of you are already seeing benefits – not just in sales, but the way you go to market and can offer additional value. We are deeply grateful for your loyalty and being the best part of Sugar.

Welcome to the New SugarCRM!

I’d like you to re-read my first sentence above; it’s not hyperbole. Our vision is to create a world where companies cultivate customers for life by anticipating and fulfilling needs before customers realize they have them. And today, as the first of many steps towards realizing this vision, we are announcing three new products built on our CX platform. These solutions address the needs of the three organizations that drive customer experience – marketing, sales, and support. We are also announcing our three pillars – the core tenets upon which we are building our value proposition and differentiation. I am pleased to announce the following CX applications, available immediately:

  • Sugar Market – The all-you-need marketing automation solution designed to supercharge marketing efficiency and productivity (formerly Salesfusion)
  • Sugar Sell – The award-winning sales automation solution renowned for its intuitive user interface, extensibility, and formerly Sugar Enterprise
  • Sugar Serve – An all-new customer engagement center solution designed to streamline case management and issue resolution

While we are introducing a lot of change at Sugar, there are some things that will not change. We are still a company that makes customer experience easy and accessible for everyone, allowing marketing, sales and services professionals to focus on high-impact, value-adding activities that create customers for life.

Three Pillars

We are also announcing our three pillars – the core tenets upon which we are building our value proposition and differentiation. Sugar’s new Intelligent Customer Experience platform which unifies disparate data into a single ‘time aware’ customer data model is one of our three key differentiators – the architectural foundation on which the new portfolio was built.  The second is No-Touch Information Management, enabling users to spend less time entering and finding data and more time delivering positive customer outcomes.  The third differentiator is Continuous Cloud Innovation, allowing you to trust in the most modern, durable, and future-proof CX platform on the market.

These three key pillars are designed to cement the Sugar value proposition and will propel you, our customers, into the future – and enabling them to exceed expectations. They were conceived with your success in mind, and it is our goal to continue to advance our progress on these pillars as we take the next steps into a brave new world of CX.

Rapid Innovation…and More

We are going to lead and drive success on many levels with these changes. And then? We’ll repeat the process. That’s our promise to you–we’ll never stop improving on the tools and services that make technology not only useful, but vital to your business. Calling the New Sugar a 360-degree customer view is to sell it short, to be blunt. It’s much more than that.

A Final Word

For more information on today’s announcement, please see the press release; we’ll also be issuing one tomorrow regarding Sugar Serve and the Summer ‘19 release (Sugar 9.1). Finally, be sure to register for the webinar on August 14 – we’ll address all of the above as well as your questions.

Please join me in launching the New Sugar–it’s going to be a great ride, and we’re thrilled to have you along with us.


Craig Charlton


Craig Charlton
Craig Charlton As CEO, Craig Charlton leads all facets of the SugarCRM business, from setting our vision and strategic direction to making sure we’re executing in the best possible way on the ground every day. Craig has been building and running high-growth businesses for 25 years. Before joining SugarCRM he was CEO of Oildex – the financial automation software and services provider – where he drove growth and oversaw the company’s acquisition by Drillinginfo. Craig also served as CEO of Abila, the financial and CRM provider operating in the association, non-profit and government space. Abila, which was acquired by Community Brands, grew its revenues threefold and transformed its revenue base to a subscription-based (SaaS) model over a three-year period. Craig has also been senior vice president and general manager (Asia Pacific) for ERP provider Epicor Software Corporation, where he shaped the company’s regional strategy to deliver consistent revenue and profit growth.

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