Posts Tagged ‘SugarCRM’


We recently published a video research note on SugarCRM’s mobile technologies.  Please take a look.


I read Chaucer’s Canterbury Tales in college (yes, in Middle English and no, it wasn’t that long ago) and now every April brings me back to the opening verses about spring time and renewal.  This April was especially memorable in our industry and as the month has just passed I wanted to take a moment to discuss some of the things I witnessed.

Mostly, for me, there was an unmistakable sense of renewal in CRM and in the tech sector more generally.  Facebook continued to primp for its assumed to be historic IPO and bought Instagram, a company with an application for mobile devices and not much more than a website otherwise.  Facebook paid a billion bucks for Instagram, no doubt a sign of the future.  Marketo heading for its own IPO at some point bought Crowd Factory combining marketing solutions into a suite that will offer modern and ultra modern marketing.

Thankfully, there was more innovation than just the M&A variety.  I went to a couple of analyst briefing sessions that were interesting for different reasons and I will have to assume that the events I couldn’t fit in were much the same.  Oracle held a deep briefing to show off progress on all fronts.  The event made me a believer that they have a plan or plans that merge into a powerful vision of engineered systems and software that meets some of the challenges of the social/mobile/analytic/big data world we’re moving into at light speed.

SugarCRM raised the bar and showed the world that it is growing rapidly and that its open source approach to business is very much in the mainstream along with operating system, server and database open source projects that support, in one way or another, the innovations in the rest of the industry.  It looks to me like Sugar is becoming the go to CRM that everyone has to include on the shopping list.  Open source might not be for everybody, but then again Sugar’s growth numbers and recent capital round indicate they just might be.

Salesforce announced its Government Cloud in an effort to capture some of the new business likely to come out of local, state and federal initiatives to cut IT costs and improve constituent service.  When government becomes an adopter of a new technology like cloud computing it’s safe to say that it’s not a radical departure anymore.

But that doesn’t mean we stop innovating.  As the Salesforce announcement made clear, the big issue for government will be security and, I would add, up time.  So I look for a new era of innovation around both security and fault tolerance as cloud computing works to measure up to a nine nines reliability standard found in other utilities.

Finally, sneaking in just under the wire, on April 30, Paul Greenberg announced the second season of CRM Idol, the competition that seeks to discover hot emerging companies with great technology ideas in our space.  Full disclosure, I am Paul’s friend, but that category includes about half the world.  Last year, Idol’s first, was a great learning experiment.  As one of the founding primary judges (others in the U.S. are Brent Leary, Esteban Kolsky, Jesus Hoyos) I was present for all of it and I can say we learned a lot.

We got a stellar crop of finalists last year (both in the U.S. and Europe) including Crowd Factory, Stone Cobra, Assistly and Get Satisfaction, which won the contest.  Two of the four were bought — Assistly mid-way through the competition and Crowd Factory last month.

We are expecting big things from this year’s group of contestants too.  The announcement by Greenberg on Monday is the opening of the season and companies interested in participating should visit the Idol website for details.  There are a few rules that make this a real competition among emerging companies — you can’t be too old or too rich for example — so check it out.

Being a software entrepreneur is not easy.  While you might think that venture funding has eased many of the burdens, raising capital is not easy though it can be insightful.  VC’s look not just for new companies or new solutions but new categories.  And what looked hot last year may no longer be attractive.  They’re always looking for something that has never been seen before that nonetheless sparks interest and fills a need.  CRM Idol is like that.  The companies that do best are those that don’t conform to a pattern but instead break new ground.

If you pay attention to Idol you might get an idea of the future of CRM and possibly other things.  Just looking at the Instagram deal tells me potentially that the hottest new companies might be those writing for the smartphone market.  That, of course, would be a significant finding — the kind of thing that will make future Aprils so interesting.

SugarCon A Big Success for SugarCRM

Posted: April 26, 2012 in CRM
Tags: ,

SugarCRM held its user conference, SugarCon in San Francisco last week and by most measures it was a big success.  The event, shoehorned into the Palace Hotel, will begin moving around next year settling in New York where it will attract a larger crowd, including many more customers and fans from Europe before possibly hopping the Atlantic the following year.

The movement is a manifestation of organic growth, which CEO Larry Augustin was happy to say included near or above 100% year over year growth in the two most recent quarters.  You might be surprised by the uptick but it is an overnight success that has been years in the making.  Moreover, if your thoughts about Sugar tend to equate its open source model with unprofitability, Augustin’s keynote might have been an eye opener.

In his keynote Augustin said that while most of us know about Linux, the open source movement is much more than the operating system.  Linux is the open source version of Unix that gained so much traction and support when it came out because the open source model enabled programmers to donate their time and skills to make the operating system one of the most reliable in the industry.  But the idea didn’t stop at operating systems and suddenly re-emerge in CRM.  Augustin showed that web server software such as Apache, which has about half of the market along with open source databases and other technologies are behind many of the technologies we commonly associate with the social and mobile revolution. 

All of that plus the continuing growth of SugarCRM’s partner ecosystem and compatible applications are contributing to the company’s continued growth — so much so that the company now claims to be the fastest growing CRM company.  So things look good if you are SugarCRM.  They have capable products and a business model that is now well enough understood that its representatives can spend less time promoting open source and more time solving customer business problems.

In line with all of that, the company has demonstrated a certain flair for managing the intricacies of operations by putting on a flawless customer event.  Its future looks bright.

New Interview with Larry Augustin

Posted: October 10, 2011 in CRM
Tags: ,

Larry Augustin, the CEO of SugarCRM, spoke with us about Open Source, CRM and the ever changing marketplace.  Larry is a well rounded veteran of the software industry. He’s worked with small companies and brought a company public.  He’s been around the Open Source movement long enough to have been in the small group that coined the term.  Follow this link to the interview.


Chris Bucholtz joins SugarCRM today as editor-in-chief of its semi-independent blog CRM Outsiders.  He replaces Martin Schneider who left to become Vice President of Marketing at Basho Technologies.

Bucholtz is a solid technology writer and long time CRM commenter.  Chris has 17 years of experience as a technology journalist.  In 2007, he became the first editor of InsideCRM ) and followed that up by launching Forecasting Clouds in 2009.  Full disclosure, his end of year rankings of significant CRM blogs has always put the Beagle Research blog near the top of the heap (Paul Greenberg has the top spot, which should probably be retired.) for which I am grateful.

Bucholtz brings a career of sanity to a part of the industry that can be fickle, changing with the proverbial winds.  We welcome this move and look forward to his continued steady influence.


What exactly is Cloud Computing?  The question just doesn’t go away and as the year starts SugarCRM has just released a white paper — “The Sugar Open Cloud” —offering its definition and its argument for why its vision is superior.  I am not sure about either.

Full disclosure: I like SugarCRM and have a lot of respect for what they are trying to do.  The idea of open-source CRM is very appealing and can be very successful — like open-source operating systems (think Linux), open encyclopedias (like Wikipedia) and open source web servers like Apache.  All of these open source products are very good in their own right and highly sought after.  Let me give just one example of open-source success — Apache has 52% of the market for web server software.

In his new book, “Drive: The Surprising Truth About What Motivates Us,” Daniel Pink says that one of the key values to those who contribute to open-source technology is the sense of accomplishment that goes with participating in a project whose goal is the greater good, to solving a really tough problem.  To this idea, I would also add customers leveraging products like Salesforce’s Service Cloud to provide accurate support aid to their fellows using social media, search, email and other modern technologies.  They get no pay other than to stamp their name on a solution and that’s a surprisingly effective motivator.

The only issue I have with open source is the business model and how you make money with it.  Well, how do you make money with it?  It’s a question that has vexed me and probably a lot of B-school kids, professors and practitioners for a long time.  The psychic rewards are good but they just aren’t enough.

It is with this frame of mind that I read the Sugar white paper.  The paper says that we have entered the third phase of the evolution of whatever you wish to call SaaS.  First there was the ASP model that crashed and burned for economic reasons — you couldn’t get enough client-server users onto a server to be cost effective.  Then there was multi-tenant SaaS, which has had our attention for the first decade of the century.  Now, according to Sugar, there’s “multi-instance distributed SaaS”.

According to the paper the multi-instance version is superior for many of the reasons we heard when multi-instance went by the name of “hybrid” such as you could deploy it in an on-demand way (single or multi-tenant) or in a traditional premise-based configuration.  What’s different with multi-instance is the freedom to pick your infrastructure provider, and here the waters get murky.

Sugar claims its solution is superior because it enables users to choose which servers the applications run on such as Microsoft Azure or Amazon EC2.  This is superior to vendor lock-in according to the paper which makes the incredible and self-contradicting claim, “In the first phases of SaaS (ASP and multi-tenant SaaS models) customers had no options around who hosted their business applications as the software vendor was the only service provider.”

Really?  Two pages earlier the paper displays a table of data titled “The ASP Model” the bottom row lists Key Providers as Corio and USi.  I was a CRM analyst (still am) when those companies roamed the earth and neither one was a software house.  The big dog in that period was Siebel and they didn’t care who hosted their product.

Sugar makes the point that Cloud Computing is becoming an indeterminate term, meaning that the definition is set in Jell-o.  That’s fair.  The Cloud needs to have three parts — infrastructure as a service (IaaS), software (SaaS) and, now, a development platform (PaaS).  Companies that want to offer infrastructure or software only or to cobble together best of breed Clouds are free to do so and I am sure you can get a lot of value that way, though you will need to invest more effort and cash to accomplish your own integration.  But don’t worry, there’s an (Sugar Cloud Console) app. for that.

What concerns me about all this is what manages to not be said.  Cloud Computing is largely an economic issue and a necessity at that.  It’s about a great deal more than lowering the cost of computing so that a larger audience in emerging markets can access technology.  And it is certainly about more than where data is stored.  From what I have seen about hackers stealing sensitive data, corporate IT departments are the last place I feel comfortable storing my personal information.

Cloud Computing is not about the tired arguments about where data is stored or the “freedom” to move it from one vendor to another — that base has been covered.  The Cloud is about ubiquity of computing access and that’s an economic driver.  Historically, when computing power has become abundant and cheap innovations such as relational databases, the graphical user interface and the Internet have swallowed it up.

The new ubiquity spawned by Cloud Computing — all three components — is spawning new, fast and, above all, mobile business processes, not just applications.  This may not seem like much but in a world that is growing increasingly “Hot, Flat, and Crowded” as Thomas Friedman would say, this is the bedrock of sustainability.  In this context arguments about where data is stored and vendor lock-in seem trivial.