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John Debrincat
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We have customised Salesforce (SFDC) to our business processes and requirements. When we looked at Sugar the general view was that the user interface was not well designed and that customisation was difficult. By customisation I mean creating additional objects and rules in the system. SFDC also is linked to our online ecommerce sites (3) for new leads (via trials) and we can add and update accounts, opportunities etc via web services. We have multiple user roles and responsibilities that are defined in SFDC and that was also difficult in Sugar. We maintain many email lists in SDFC for customer (by products), partner and prospect communication. Finally we use SFDC for maintenance of price lists and partner information and access Sugar could not do that when we looked at least. Sugar is a fine product just not as sophisticated as SFDC.

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