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Powerful Combination Expands Sugar Platform to Relentlessly Drive Relevant Customer Experiences that Create Customers for Life


SugarCRM Inc.®, the company that helps organizations deliver exceptional customer experiences, announced today it has acquired Salesfusion, a leading provider of marketing automation solutions recognized in the Gartner Magic Quadrant for Lead Management.


Salesfusion is the second acquisition the company has made in less than three months. In March 2019, the company acquired Collabspot’s email integration products to enhance its email integration capabilities and take another step towards Sugar’s vision to deliver the most intuitive an collaborative user experience while eliminating data entry.


“These acquisitions combined with our new product innovations clearly demonstrate that Sugar is on a solid growth path and strategically evolving our business every day,” said Craig Charlton, CEO of SugarCRM. “This is just the beginning of many more game‐changing announcements that will dramatically transform our company for employees, customers, partners and the industry.”


Adding Salesfusion’s powerful marketing automation solution to Sugar’s award‐winning, easy‐to‐use CRM platform enables unparalleled and comprehensive customer experience solutions for companies worldwide, including more than 5,000 global Sugar customers. It also immediately positions Sugar to lead the next generation of customer experience innovators, empowering companies to strengthen existing customer relationships, create new ones through actionable insights and intelligent automation and better understand the customer at every stage of the sales, marketing and service cycles.


“Modern companies expect more than just technology solutions,” said Charlton. “They want a personal relationship with the companies where they conduct business. With Salesfusion, we’re taking our market‐leading CRM to the next level, harnessing Salesfusion’s advanced marketing automation capabilities to streamline campaign management, drive personalized engagement, improve conversion and transform customer experience throughout the customer journey. Together, we’re enabling marketing, sales and service professionals to be more productive, take action on customer insights and focus on high‐impact value‐added offerings that create relentlessly relevant customer experiences.”


The integrated solution will be powered by a unified customer data platform that provides deep customer intelligence to enable relevant and personalized engagements. This will enable companies to create experiences that accelerate demand generation, grow revenue, deliver superior customer care and increase loyalty on a mobile‐first platform that makes customer experience management easy and accessible for everyone.


“Sugar and Salesfusion share a common vision that the next wave of innovation in B2B is sharply focused on the customer experience,” said Logan Henderson, CEO of Salesfusion. “The fact is that customer experience leaders significantly outperform their peers, generating higher average order values, better customer retention and satisfaction and significantly improved brand awareness. Salesfusion provides strong capabilities designed to supercharge marketing efficiency and productivity making marketers more effective at delivering engaging, on‐point customer experiences. As part of Sugar, we’re bringing together the best of everything in customer experience ‐ marketing, sales, service and intelligent insights ‐ to empower companies to perform better and create customers for life.”


Going forward, Sugar will continue to sell, support and service both products as standalone offerings indefinitely. To accelerate innovation and scale, the company will increase investment in Salesfusion engineering, services and support resources.


“As a leader in transformational sales and marketing, W‐Systems is excited to see Salesfusion join forces with Sugar,” said Christian Wettre, president of W‐Systems. “Adding Salesfusion’s powerful marketing automation solution to Sugar’s market‐leading CRM enables an unequalled and comprehensive customer experience solution for companies everywhere. We’re proud to be able to offer such a cutting‐edge platform that will not only help our customers drive more revenue, but simplify their operations as well.”


Rebecca Wetteman, Vice President of Nucleus adds: “SugarCRM’s acquisition of Salesfusion complements a market leader in easy‐to‐use CRM with the comprehensive marketing automation capabilities of Salesfusion. A tightly integrated platform will accelerate time to value and increase both sales and marketing productivity by streamlining campaign creation, lead nurturing, and the handoff to sales. Both Sugar and Salesfusion’s focus on delivering value to customers make this a good match, and integration of the two will deliver even greater benefit for customers.”


Webinar for Sugar Customers and Prospects Sugar and Salesfusion executives will comment on the acquisition of Salesfusion during a live webinar, which is scheduled for May 29, 2019 at 8:00 AM PDT. Register here:


About SugarCRM

SugarCRM enables businesses to create extraordinary customer relationships with the most empowering, adaptable and affordable customer relationship management (CRM) solution on the market. Unlike traditional CRM solutions that focus primarily on management and reporting, Sugar empowers the individual, coordinating the actions of customer-facing employees and equipping them with the right information at the right time to transform the customer experience.

Based in Silicon Valley, SugarCRM is backed by Accel-KKR. More than 2 million individuals in over 120 countries rely on SugarCRM.


To learn more visit or follow @SugarCRM.


NOTE: SugarCRM and the SugarCRM logo are registered trademarks of SugarCRM Inc. Third-party trademarks mentioned are the property of their respective owners.


About Salesfusion

Salesfusion is the new standard in marketing automation designed for mid‐size companies. We focus on what matters most to marketers–streamlining campaign creation, understanding engagement, improving conversion and driving more revenue. Our powerful platform is intuitive, scalable and affordable and our experienced team is as hands‐on as our clients need them to be. Learn more at


SugarCRM Inc.®, the company that helps organizations build better business relationships, today announced that it has acquired the Collabspot email integration products from Collabspot Pte Ltd. These tools provide improved integration with email, taking another step towards SugarCRM’s vision to deliver the most intuitive and collaborative user experience whilst eliminating all data entry.


Collabspot, which launched in Singapore in 2012, integrates CRM systems with well-known email providers like Google and Microsoft, synchronizing emails, contacts and calendars to provide a 360-degree view of customers and communication with prospects.


The acquisition represents further progress for SugarCRM in its mission to develop an intuitive, collaborative tool that provides high quality actionable insights and recommendations based purely on the real time analysis of communications and information. It follows SugarCRM’s launch of Hint Insights last month, a tool that pushes proactive relevant signals and alerts to users via multiple channels to enable better decision-making.


The acquisition represents a strong signal in the SugarCRM growth story. Last week the business appointed Craig Charlton as its new CEO to lead its next stage of growth through a strategy of acquisition, an expanded product portfolio and organic growth.


Charlton commented: “This acquisition represents a significant tech step forward as we look to further integrate business productivity suites and CRM, two of the biggest communication data sources for businesses.


“Not only will it improve the quality of insight by ensuring that CRM is at the center of data and conversation, it also makes Sugar even more convenient and user-friendly for our customers. Looking forward, we’re excited about the prospect of integrating Collabspot into our core tools and future AI and predictive offerings.


“The acquisition makes great sense for the business and for our users, who told us that they wanted a product like this to be part of our core offering. By maintaining our focus on innovation and listening to our customers’ needs we’ll continue to provide a market-leading CRM experience and grow by adding real value to the many businesses we support around the world.”


About SugarCRM

SugarCRM enables businesses to create extraordinary customer relationships with the most empowering, adaptable and affordable customer relationship management (CRM) solution on the market. Unlike traditional CRM solutions that focus primarily on management and reporting, Sugar empowers the individual, coordinating the actions of customer-facing employees and equipping them with the right information at the right time to transform the customer experience.


Based in Silicon Valley, SugarCRM is backed by Accel-KKR. More than 2 million individuals in over 120 countries rely on SugarCRM.


To learn more visit or follow @SugarCRM.


NOTE: SugarCRM and the SugarCRM logo are registered trademarks of SugarCRM Inc. Third-party trademarks mentioned are the property of their respective owners.


The #1 CRM provider announced its 2019 global Elite Partners and recognized seven partners at its recent Sales Kick-off event.


SugarCRM Inc., the company that helps global organizations build better business relationships, has recognized seven of its key partners at a prestigious awards ceremony in Monterey, California. The SugarCRM Partner Awards recognize partner excellence across global, regional and customer experience categories, rewarding partners who provide significant value to SugarCRM customers.


This year’s Partner Excellence winners are:


SugarCRM also announced its 2019 Elite reselling partners.


From a global pool of nearly 200 partners, who each sell, deploy and support marketing automation, customer relationship management and customer care solutions, 24 resellers have attained Elite status with SugarCRM. These resellers represent 19 countries and operate across a broad range of verticals. Elite status represents SugarCRM’s top reseller tier and is only achieved by meeting exacting criteria that includes extensive product competency, deep technical certification, joint sales execution, customer retention and a proven track record of driving new business.


SugarCRM executive vice president of world-wide sales, Juan Herrera said: “The hallmark of this impressive group of Elite partners is how closely they engage with customers and prospects to discover business needs and then deliver the best ongoing service and support to those customers.


Collectively, they provide expertise in marketing automation, customer relationship management and customer care; a passionate commitment to discovering customers’ needs, and the skills to build innovative solutions to help customers reap the full benefits of choosing SugarCRM.


Our Elite Partners have delivered another consecutive year of 20 per cent plus growth, while six of them have seen revenues double during the last 12 months. We congratulate them on their success.”


SugarCRM’s 2019 Elite Partners:


SugarCRM acknowledged another important milestone for our most loyal resellers. This year we recognized eight reselling partners who have reached their 10-year anniversary:


SugarCRM chief executive officer Craig Charlton said: “I’d like to start by congratulating this year’s Partner Awards winners, the 24 companies that have attained Elite status for 2019 and our loyal resellers who have passed the 10-year mark.


“Our unique channel program brings together an impressive group of CRM experts to promote partnership, growth and an overall collaborative effort that ensures the best possible experience for partners, customers and users at every level.”


About SugarCRM

SugarCRM enables businesses to create extraordinary customer relationships with the most empowering, adaptable and affordable customer relationship management (CRM) solution on the market.


Unlike traditional CRM solutions that focus primarily on management and reporting, Sugar empowers the individual, coordinating the actions of customer-facing employees and equipping them with the right information at the right time to transform the customer experience.


More than two million individuals in over 120 countries rely on SugarCRM.


Originally posted on March 6, 2019: SugarCRM celebrates top partners of the year  | SugarCRM

SugarCRM Inc.®, the company that helps organizations build better business relationships, today announced that it has appointed Craig Charlton as chief executive officer effective immediately. Charlton succeeds Larry Augustin, SugarCRM’s former CEO, who has been named chairman of the board of directors.


“Craig is going to take SugarCRM to the next level,” said Augustin. “His experience in accelerating growth organically and through acquisitions, his passion for acquiring and servicing customers at global scale and his expertise in building, selling, implementing and supporting Customer Relationship Management (CRM) systems make him an extraordinary fit for SugarCRM.” Augustin continued, “He is the right person to lead SugarCRM to the next stage of growth.”


Charlton has spent over 25 years building and running high-growth businesses. Most recently, he was CEO of Oildex, a provider of financial automation software and services for the oil and gas industry, where he helped the company achieve 150% bookings growth, leading to the company’s acquisition by Drillinginfo. Before joining Oildex, Craig was CEO of Abila, a provider of financial and CRM software and services to associations, nonprofit organizations and governmental entities. 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.


Prior to that, Charlton was senior vice president and general manager Asia Pacific at Epicor Software Corporation, an industry-leading ERP solution provider, where he developed and executed the company’s regional strategy, achieving consistent revenue and profit growth.


“I’m incredibly excited to join the SugarCRM team,” said Charlton. “SugarCRM has that rare combination of a passionate customer base, high-performing channel partners and market-leading solutions that help customers increase the productivity of their sales, service and marketing teams. The company has a relentless focus on delivering an intuitive user experience, dedication to technology innovation and significant market momentum. I’m honored to join all of the great people that have fueled SugarCRM’s success and look forward to helping the company accelerate growth.”


Larry Augustin will remain actively involved in the company as chairman of the board of directors. He will continue to assist the company with long-term strategy and customer evangelism. During Augustin’s tenure as CEO, the company grew revenue by 10x and established itself as a leading CRM disruptor with more than 5,000 customers and 2 million users in over 120 countries. SugarCRM is the number one vendor in the prestigious PCMag Readers’ Choice Awards with the highest Net Promoter Score in the survey.


“We’re starting a new phase of growth for SugarCRM,” added Charlton. “I’m grateful to Larry for building a company that has such a strong foundation and bright future ahead. The employees at SugarCRM are world class and the value that we are providing to companies worldwide has and will only continue to grow.”


Notes to editors:


About SugarCRM

SugarCRM enables businesses to create extraordinary customer relationships with the most empowering, adaptable and affordable customer relationship management (CRM) solution on the market. Unlike traditional CRM solutions that focus primarily on management and reporting, Sugar empowers the individual, coordinating the actions of customer-facing employees and equipping them with the right information at the right time to transform the customer experience. More than 2 million individuals in over 120 countries rely on SugarCRM. To learn more visit or follow @SugarCRM.


NOTE: SugarCRM and the SugarCRM logo are registered trademarks of SugarCRM Inc. Third-party trademarks mentioned are the property of their respective owners.


Originally posted on February 14, 2019: SugarCRM Appoints Craig Charlton as New CEO | SugarCRM 

On December 15th, 2018, SugarCRM will be implementing changes to our public-facing portal to improve security and better protect our users. As a result of these improvements, the option to log in to SugarCRM portals will be removed and all users will be required to use their registered email address to authenticate. 

This change should be transparent for most users, but if you encounter any issues logging in to the community or other portals as a result of this change, please email for assistance. 

It was four years ago that I announced in my SugarCRM in the Next 10 Years post how SugarCRM would not be releasing new versions of the Sugar Community Edition CRM product, making Sugar 6.5 the last version of Sugar CE.  In mid 2017, we announced that Sugar 6.5 had reached it's end-of-life and would no longer be supported.  It is now time for the SugarCRM open source project to come to conclusion.


We are announcing today that the SugarCRM open source project and the corresponding Sugar Community Edition product are ending.  To be clear, SugarCRM has ended development and maintenance of the Community Edition. SugarCRM no longer issues new bug fixes, security updates and patches for the Community Edition, and will be soon removing all Community Edition downloads from


We want to thank all of the developers and users who made Community Edition such a special project for fourteen years.  For those curious about using Sugar, or users of Community Edition in production - we recommend starting a Free Trial of Sugar - get started here:


Thank you for your support over the years and we look forward to continuing the relationship with you as users of the Sugar Professional or Sugar Enterprise editions.


Clint Oram, CMO & Co-Founder

SugarCRM Inc.

Birds of a Feather SugarCon Sessions = User Groups


The SugarCon team has organized a series of Birds of a Feather sessions, providing SugarCon attendees a unique way to connect and share best practices and success stories with other Sugar users and experts from similar industries. These informal, open sessions allow SugarCon attendees to learn practical, helpful solutions in a relaxed and fun setting, as well as exchange ideas and network with peers.


In order to keep the SugarCon Birds of a Feather sessions conversations going, we are launching Online User Groups and Special Interest Groups in the SugarCRM Community!


These groups are available for EVERYONE, even if you are not able to join us at SugarCon this year -- all you have to do is join a group relevant to your interests in the SugarCRM Community. The groups, corresponding to SugarCon track sessions, are:

  • UG: ManufacturingHow to Gain and Retain Customers in the Manufacturing Business
    • Join the conversation at SugarCon - Wednesday, September 27th, 1:00pm
  • UG: Sales Automation: Deep Dive, Innovation & Best Practices
    • Join the conversation at SugarCon - Tuesday, September 26th, 2:00pm
  • UG: Finance and Insurance: How to Know and Win Over Your Customers
    • Join the conversation at SugarCon - Tuesday, September 26th, 1:00pm
  • UG: Professional ServicesHow to Optimize Relationships in a Subscription Economy
    • Join the conversation at SugarCon - Tuesday, September 26th, 3:00pm
  • UG: Marketing and Sales Alignment: How CRM and Marketing Automation Fit Together
    • Join the conversation at SugarCon - Wednesday, September 27th, 11:00am
  • UG: Customer Support / Customer Engagement: From "Customer Support" to Customer Delight
    • Join the conversation at SugarCon - Tuesday, September 26th, 4:00pm
  • SIG: GDPR Roundtable
    • Join the conversation at SugarCon - Tuesday, September 26th, 2:00pm


These groups are being launched ahead of SugarCon so that our community members can start conversations, bring up interesting topics, and get to know one another! Use the group links above to navigate to a group's page and simply click the "Join group" button to join the conversation. 


How to join community group


We hope you will be joining us at SugarCon 2017. For more information, check out the SugarCon website and the SugarCon space in the community!

New Sugar Release Process

Posted by snarang Employee Sep 18, 2017

We have some exciting news to share about SugarCRM moving to an improved release process for Sugar, our core Relationship Management product:


Sugar On-Demand

Our next Sugar On-Demand release, “Fall ‘17” is scheduled to go live on October 20th, 2017. Starting with that release, Sugar On-Demand will increase its release cadence to a quarterly cycle, delivering a more predictable and higher quality product. This means customers can count on faster product innovation with each quarterly Sugar On-Demand release.


Sugar On-Premise

Sugar On-Premise will move to a more predictable annual release model aligning with each year’s Spring On-Demand release. Each On-Premise release will roll up “production hardened” features from the preceding Summer, Fall and Winter Sugar On-Demand releases. This annual feature roll up will give customers more predictability in coordinating their Sugar On-Premise upgrade.


Should you have any questions, please don’t hesitate to contact your SugarCRM account representative or SugarCRM partner. We hope you are able to join us at SugarCon in San Francisco next week.

Best regards,


Shilpi Narang
VP, Customer Success
SugarCRM, Inc.

On June 27th, SugarCRM hosted a group of customers and partners at our headquarters in Cupertino to celebrate the release of our new relationship intelligence tool, SugarCRM Hint! Hint is designed to accelerate call preparation time by providing sales people with all the customer contact and social network information they need with just a name and an email. 


We wanted to share some pictures from this event and invite you to learn more about Hint during our Hint webinar on Thursday, August 10th at 2pm EST / 11am PST.



Read the report from Nucleus Research, a leading technology analyst firm, for their take on it (they found Hint pays for itself!) Or, if you want to get right to it, sign-up now for your free 30 day evaluation.

We are pleased to announce new prescribed Online Role-based Learning and new Live Training courses to make Sugar adoption and advanced training even better on Sugar University. All of the courses found in Sugar University are available to Sugar customers and partners.


Online Role-based Learning Pathways

Enrolling in a learning pathway is a great place to start learning the essentials of Sugar at your own pace. Our learning pathways are built based on select job roles and functions, such as End Users, Marketing Users, Sales Operations, Administrators, Developers, and more.

Check out all of our learning pathways >


New Live Training Courses

Introduction to Sugar

for End Users

(virtual, 4-hour class)

This introductory course is for new Sugar users who are looking for practical, hands-on experience to help them hit the ground running with Sugar. We will cover how to navigate Sugar efficiently, personalize your dashboards, manage and create records, and activities.

Sugar Reporting

(virtual, 2-hour class)

This course is for any Sugar user that is looking to learn how to run reports efficiently in Sugar. We'll provide you the practical hands on experience necessary to use Sugar's Reports module to run, share, and schedule the reports you need.
Working with Sugar Studio (virtual, 3-hour class)This course is for new administrators who are looking for a quick way to get started configuring Sugar to meet their business needs. Learn how to leverage Sugar's powerful interface to create/customize fields, hide unused fields, change page layouts, and create relationships.

Using Sugar Logic

(virtual, 3-hour class)

This course will give administrators the tools necessary to use Sugar Logic to create calculated and dependent fields in existing or custom Sugar modules.

Record & Module Level Security

(virtual, 4-hour class)

This course provides administrators with an understanding of Sugar's robust security model, and how it can be used to manage user access within the application. Learn how to effectively use Teams and Roles to control how your users interact with your company data.

Introduction to Advanced Workflow

(virtual, 4-hour class)

This course is for administrators who would like to explore Advanced Workflow and all it has to offer. Learn how to work with Sugar's Advanced Workflow to create process definitions, process business rules, process email templates, and how to manage running processes.



Ellen True

Support Site Updates

Posted by Ellen True Employee Apr 17, 2017

I'm very pleased to announce some recent updates to SugarCRM's support site! In addition to updating the look and feel, we've made some exciting functional changes that improve the site's usability:


Search has moved to the top header. It will remain accessible as you move through the site thanks to the headers sticking as you scroll.

Search Filters

Select filters to narrow your search results and find the content you need. If no options are selected within a filter box, results from all options will be shown. If two or more options within a box are selected, pages matching either option will return.

Default Version and Edition

The Version and Edition filters will default to the version and edition you've selected via the User menu. You can also make your selections via the search results page by clicking "Set Default" in the relevant boxes. In addition to improving searches, these settings control where you land when clicking smart links in our content.

User Menu

The User menu at the top right provides the following functionality:

  • Defaults : Select the version and edition of Sugar you use. This will automatically filter your search results as well as control where you land when clicking smart links in our content.
  • Case Portal : For support-authorized contacts, access your SugarCRM Support cases.
  • Profile : View and edit your user profile.
  • Log In / Log Out : Log into your account to leave page ratings as well as to access the case portal, downloads manager, etc.

Case Portal

The Case Portal is still easily accessible in the grey header. The portal can also be accessed via the User menu.

Persistent Headers

When you scroll, the top header will remain visible, making it easy to search or navigate elsewhere on the site. On pages showing a navigation tree and table of contents, the header of the left menu also now persists while the menu below it scrolls.


Many thanks to Jerry Clark and his team. Check out the changes at and let us know what you think!

We recently launched a new customer engagement program called Sugar Insiders. The purpose of this program is to educate new customers and recognize existing customers that go above and beyond when it comes to using Sugar and interacting with our brand. Please read our program overview below to learn more.


Program Overview:

Sugar Insiders is your diving board into all things Sugar. Where we give you the latest news, ask for product feedback and reward you for your engagement along the way. Whether you just want to stay in the loop, participate in exclusive customer beta programs, or want Sugar swag, we want you.


Rebecca and I will post challenges where you will earn points for completion. As you complete challenges, new ones appear and you will start to get recognized for your engagement on our customer leaderboard. If something new or important is happening, we’ll post it here so you’ll be the first to know. And remember all those points you’ve been stacking up? They can be redeemed for gift cards, hoodies, stickers or even tickets to our annual user conference, SugarCon.


If you don’t want to help us “spread the word” with a tweet, that’s okay! But we’d really like your feedback and to reward you for being the passionate vocal customer that you are.


With that we are thrilled to invite you inside.



Keith Nyberg & Rebecca Jukoski


How to Join:

You can request access to join Sugar Insiders here: Join Sugar Insiders | SugarCRM 

Already a member? Login here.

Program Dashboard:


Challenge Examples:

Here's the latest round of Knowledge Base articles available on the Support Site! Kudos to Sugar's Support team for contributing their brains and understanding of our customer needs. We hope it's helpful! Feel free to comment with any administrator or end-user topics you'd like to see written.



Excluding Recipients From a Campaign  New

Removing Invalid Email Addresses From Campaigns  New

Removing Required Fields From Web-to-Lead Forms  New

Troubleshooting Missing Subpanels in the Campaigns Module  New

Connectors and Integrations

Creating Cases Via the Twitter Dashlet  New

Integrating With Google for Admins  New

Integrating With Google for End Users  New

Integrating With GoToMeeting for End Users  New

Integrating With GoToMeeting for Admins  New


Import and Export

Exporting Records With Special Characters  New

Importing Revenue Line Items to Relate to Opportunities New



Identifying User Roles via Advanced Reports New

Reporting on Record Change Logs via Advanced Reports New

Reporting on User Activity  New

Reporting on Users Counting Towards Licensed User Accounts  New

Troubleshooting Missing Results in Reports  New

Understanding Sugar’s Stock Reports  New

Understanding Tracker Reports  New


End Users

Reordering Subpanels for End Users  New


Troubleshooting, etc

Sending a Log File From SugarCRM Mobile  New

Troubleshooting Connecting Sugar to Gmail  Updated

Troubleshooting Outlook Not Displaying the Sugar Toolbar  Updated

Troubleshooting Sticky Account Names on Leads  New

Using Private Browser Sessions to Troubleshoot  New



Adding a Field to Mass Update  Updated

Calculated Field – Determining If a Field is Blank  Updated

Changing a Dropdown Option’s Database Name  New

Converting a Multiselect Field to a Dropdown Field  New

Creating Role-Based Dropdown Lists  New

Creating Role-Based Record Views  New

Editing a Module’s Dashlet in Sugar 7  New

Increasing the Size of the Web Page Dashlet  New


Process Author

Assigning Records to New Users Using Process Author  New

Capturing the Sales Stage When an Opportunity Closes  New

Triggering on “To” and “From” Field Vales in Process Author  New



Capturing Case Time to Resolution Using Sugar Logic and Workflows  New

Troubleshooting Workflow Alert Emails Failing to Send New


PDF Manager

Changing PDF Logos in PDF Manager  New

Introduction to Smarty Modifiers for Sugar PDF Templates  New


Users, Roles, and Teams

Creating Users  Updated

Handling Obsolete User Accounts  New

Understanding Admin and Developer Access in Roles  New


Password Management

Configuring SSO With Active Directory’s ADFS  New


Health Check

Health Check Error: Found usage of array functions on $_SESSION in files  New

Health Check Error: Invalid Process Author Field Use  New

Health Check Error: Invalid Process Author Serialization  New

Health Check Error: PHP Error in File  New



Converting Address’ Country field to a Dropdown  New



Ellen True,
Knowledge Manager

Hi All,


I am excited to announce that we released expanded functionality for our On-Demand-hosted customers to keep them better informed on critical announcements regarding their On-Demand instance. Historically, we have sent all critical On-Demand notifications (e.g. major version upgrade notifications, maintenance window alerts, etc.) to any admin user in the instance with a configured email address. Where this created a potential gap in communication was when there were additional parties beyond that admin user group that needed to be aware of these occurrences in order to plan and take proper precautions.


On-Demand customers running version 7.6 and higher are now able to manage additional email addresses to receive these email communications as described in our On-Demand Policy Guide. Now, groups like your IT team, Sugar partner, or internal distribution lists can receive these notifications and eliminate the bottleneck of the admin users having to inform those critical groups directly. Please note that we will continue sending all notifications to the configured email address of each admin user in the instance, and this new functionality is only intended to complement that initial group of recipients.


If you have any questions or concerns regarding this new functionality, please reply to this post and we will respond as soon as possible.




Chris Raffle

Sr. Director, Technical Support

SugarBuzz Q1 2016

Posted by rjukoski Employee Mar 21, 2016

Welcome to the Q1 2016 SugarBuzz! This quarterly newsletter from SugarCRM is all about getting the most from your Sugar investment.

Read on!

Q1 2016

The Strategic View

A More Informative CRM

Many organizations get started with CRM software by using it to perform a single discrete function, like opportunity management, pipeline reporting, lead routing, or tracking customer service requests. To accomplish a particular function, a limited set of information is stored in the CRM, and kept up to date as the system is used.

But with the right kind of CRM, you can do much more. Some of our largest and most successful customers are integrating a broad range of systems and data with Sugar to offer users a much richer, more informative tool that streamlines and enhances interactions with customers across their entire customer journey.

Using Sugar to combine information from a variety of sources and present it to users in a comprehensive way enables much deeper customer understanding and better service. Imagine integrating CRM with your Marketing Automation system. Presenting your sales teams with a history of the interactions your prospects have had with marketing content can help them better understand the prospect’s interests. At the same time, feeding sales information back to marketing can help drive better campaign targeting.

Or imagine an integration that triggers automated alerts when events occur that are related to prospects and customers -- like downloading a whitepaper, stock price movement, or nearing contract renewal time. Alerts could advise employees on next best actions to take to make sure all your customer facing personnel are taking the right actions at the right time.


The key is to bring together information that can increase your sales, marketing, and service teams’ understanding and enable them to make better decisions. The good news is that Sugar makes it easy to tap into virtually any information source, so you have deeper insight, seamless interactions, and happier customers. Read on for some practical tips and examples of how you can use your CRM more strategically by making it a window into everything you need to know about your customer.

Larry Augustin, (you all know what Larry does)

Developers’ Corner

Conflict-free Integration

sugarcrm-developers.pngI’m betting that your business uses more than one system to manage customer related information. You’ve got orders, documents, support cases, and more, that all might be owned by systems other than Sugar. Enabling your CRM users to see a more comprehensive set of customer information can deliver great benefits and insights, but data integration can sometimes give rise to synchronization problems where customer data in different systems can become duplicated, inconsistent, or out of date.

Master Data Management (MDM) is a practice that can help you avoid these problems. An MDM strategy can help you to maintain data consistency and integrity by establishing a single source for each piece of critical business information. With Sugar, you can easily provide users with access to information stored in other systems while avoiding the problems of data synchronization.

Using an iFrame integration

The iFrame is the unsung hero of application integration. With an iFrame you can embed content from external web applications into another UI. A unique strength of Sugar is the fact that you can use the current user context (such as the Account or Contact record within view) to control the information that is displayed, making it more relevant to the user. And your users will always view the latest data because they are going straight to the source.

Check out the Sugar Developer blog where we recently shared an example of a contextual iFrame dashlet that can be used as a building block for this type of integration.

Using REST API to copy data

Sometimes it makes sense to copy data into Sugar, especially when you want a native experience or when a suitable UI for the master data does not exist.  Importing data into the Sugar database enables you to take advantage of the benefits of the Sugar platform: access control, reportability, customizable layouts, dashlets.

A good way to get started is to bring in the data as read-only. This will help avoid the headache of resolving data conflicts. Just use the Sugar REST API to copy master data as it changes straight into Sugar. You can then use Role Management to lock down this data—users can get the insights they need but will need to go to the source to change the information. The Sugar REST API can be used to implement bi-directional synchronization which would allow your users to edit the data in Sugar as well but that’s a topic for another day.

Matt Marum, Lead Developer Advocate (and also a developer’s joy)

Did you miss the IBM webinar last week?
Watch it now on demand!

dudes-watching-now.jpgGet an inside look at how IBM transformed its business with a more Informative CRM

IBM is using CRM to provide its sales organization with a comprehensive view of the customer. They’ve accomplished this by integrating Sugar with a broad range of enterprise systems and data sources—contact databases, product catalogs, account information, email, business analytics to name just a few. Find out how they did it and how they are using this more informative CRM to enhance marketing productivity, sales performance, and customer satisfaction.

Experts from IBM and SugarCRM share:

  • How IBM improved sales efficiency by combining 10+ data sources into a single intuitive interface
  • The technical challenges associated with large-scale data integration and roll-out to 85,000 users
  • The business benefits of creating an information-rich CRM system


Jay Fiore, VP Corporate Marketing (LOVES slides)


sugarcrm-billboard.pngDiscover a Different Kind of CRM

You might have seen Sugar in your favorite business or CRM publication, or even on a video billboard in New York’s Times Square.  We have been challenging the status quo, and prompting individuals to discover a different kind of CRM.  Special appearances on prime time television include New Year’s Rockin’ Eve in the United States, and Germany’s Next Top Model.

Andrew Staples, Senior PR Manager (knows everything before anyone else)


Informative CRM drives 225% increase in sales

marathon-logo.png Marathon Sports is the largest sportswear and athletic equipment retailer serving the west coast of Latin America. As a proud sponsor of Ecuador’s national soccer team, the business is dedicated to turning people’s passion for sports into fierce brand loyalty.

Marathon Sports used Sugar to transform their database of more than 1 million customer ID numbers – and nothing more – into a rich resource to drive excitement, sales, and satisfaction. Find out how they implemented Sugar software as a central hub for customer data and automated key business processes to drive customer loyalty programs, cross-sell/up-sell, event marketing with SMS invitations, gamification based on consumer preferences, social media promotions, and more.


  • Enriched their database of 1 million customers with contact information and preferences
  • Saw a 225% increase in customer purchases during monthly promotions
  • Grew average annual purchases from $67 to $152

Read the full Marathon Sports story

Come to SugarCon to hear more from Marathon Sports Chief Customer Officer, Jaime Morillo, as well as other Sugar customers.  If you are interested in becoming a Sugar reference, contact

Rebecca Jukoski, Director Customer Marketing and Advocacy (and put the newsletter together)

Solution Spotlight

The SugarCon 2016 App Throwdown

sugarcon-2015-icon-app-throwdown.min.pngSugarCon is just around the corner and that means it’s time for another round of the App Throwdown. If you’re not yet familiar, this is our annual friendly competition to showcase the coolest, most useful, and most innovative extensions of the Sugar platform. Nominations for this year's App Throwdown are officially open.

Here’s how to participate: Customers, developers, or partners who have built cool solutions using Sugar can write a quick blog post with a video in the Sugar Community highlighting their app. This year's solution categories are: Customer Engagement, User Productivity, Customer Insight, and Mobile CRM/Internet of Things. When submissions close on May 13, the Sugar leadership team will pick four winners (one from each category). These "Best in Class" winners will compete on SugarCon's main stage for the coveted "Best in Show" award, which is chosen live by our attendees.

This year you’ll have even more influence over who wins the "Best in Show" award. You can see App Throwdown entries on the Sugar Community and "Like" your favorite app. Make sure you’re logged in to pick your favorites. When submissions close, the entry with the most "Likes" will be designated "Community Favorite" and will be invited to show their stuff under the bright lights of SugarCon's main stage!

Head on over to the App Throwdown pages in Sugar Community to learn more about the competition and how you can participate. Make sure to follow the page so you're notified when new entries are posted!

Mark Weitzel, Senior Director, Technology Alliances (loves Sugar apps and ISVs)

Sugar University

New live training courses are open for registration

sugar-u-207x212.pngSugar University has been busy developing four new courses. In addition to our extensive on-line course offerings, these live, instructor-led classes are now available for registration and are open to all customers and partners. They’re a great way to build your competence and efficiency with Sugar technology so you can immediately boost your job performance and drive results for your organization.

  • Configuring Sugar Advanced Workflow
  • Advanced Sugar Administration
  • Advanced Sugar Development
  • Essentials of Effective Sugar Implementation

View the complete calendar of upcoming live classes

Kevin Freitas, Director of Training and Enablement (thinks school is cool)

Your Success Matters Most

The CRM Maturity Model

remy-malan-220x220.pngA lot of people ask me about the factors they should consider as they plan to incorporate Sugar into their business transformation projects. These projects can differ greatly in their target use cases (sales automation, support case management, lead routing, and tracking to name a few) and in the business processes they are using, so you might be tempted to think that it’s hard to generalize best practices. While it’s true that implementation details do vary widely, we’ve developed a powerful approach for evaluating CRM maturity and for planning business transformation initiatives. We call it the CRM Maturity Model.

To build exceptional customer relationships, you need to execute better than your competition in marketing, sales and service.  The CRM Maturity Model can help you identify your organization’s strengths and weaknesses in these areas, and help you to prioritize your investments in the people, processes, and systems that support your operations across these dimensions of your business.

The Systems component of the model has to do with the software applications and other technology that you will be using on the project. Sugar will obviously be part of your system for a CRM project. After systems, most people would recognize Process as an important part of a transformation project. In practice, it is quite common for the desire to improve or change a process to be the catalyst that kicks off a CRM business transformation project. Finally, we get to People. People are often the least understood or recognized part of the maturity model, and yet, the success of a project will be driven to a large degree by how well people embrace the business transformation initiative.

At SugarCRM, we use the CRM Maturity Model to help our customers establish a baseline understanding of where they stand with regard to the people, processes and systems that support extraordinary customer relationships, and as a planning tool to help plot a path forward that will deliver step-wise improvements that enhance customer relationships over time. If you’d like to learn more about our methodology, and the kind of results we’ve helped our customers achieve by applying the CRM Maturity Model, reach out to Mitch Lieberman, Fellow, Office of the CCO.

In future issues of the SugarBuzz, I’ll cover the people, process and systems dimensions in more detail. Please stay tuned!

Remy Malan, SugarCRM Chief Customer Officer (in your corner)

Get That Worm!

bird-01.pngRegister now for SugarCon 2016! – June 13 – 16, San Francisco.

Remember, Early Bird registration ends soon. If you wait too long you’ll miss your chance to save $200 on SugarCon registration. Check out the new SugarCon website for an updated agenda, track descriptions, training and certification options, and much more.

Marco Gallo, Director, Event Marketing (routinely entertains thousands)