SugarCRM Inc. today announced its move into the leader quadrant in the 2021 Nucleus Research CRM Value Matrix. Sugar was cited for its functionally complete customer experience management platform including modules for sales, service, and marketing, as well as analytics and data integration.

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“The focus on AI-driven CRM has accelerated during the abrupt market changes brought by the pandemic”

“It is gratifying to receive recognition for Sugar’s focus on innovation for our customers. The new ranking from Nucleus Research reinforces that our team has built a powerful CRM platform which helps companies improve performance and predictability,” said Rich Green, Chief Product Officer for SugarCRM. “By embedding the AI-driven capabilities of SugarPredict into our products, we are making high-definition customer experience a reality for companies of all sizes.”

As noted in the report, Sugar’s recent AI acquisition and module additions proactively augmented its platform to compete with entrenched market leaders. The report also called Sugar’s time-aware approach to processing platform data differentiated, enabling more sophisticated analytics, reporting, and automation than other leading vendors. Further, the inclusion of omnichannel and voice-powered capabilities, as well as a dedicated integration platform and on-platform automation of tedious manual tasks like data entry speak to a noted improvement in usability since last year’s evaluation.

“The focus on AI-driven CRM has accelerated during the abrupt market changes brought by the pandemic,” says Daniel Elman, Research Manager, Nucleus Research. “Cloud-native vendors stand to gain from this paradigm shift, as customers embrace the value of AI, automation, and connections across all customer-facing systems in sales, marketing, and service.”

The Nucleus Value Matrix segments competitors based on usability, functionality, and the value that customers realized from each product’s capabilities, measured with Nucleus’ rigorous ROI methodologies.

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