The Open Source Pragmatist

OK - normally I don’t write blogs bashing companies when I have a bad experience, mainly because I don’t have that much time available.   But I had an experience last weekend at a local Target store that can serve as a great lesson on customer service.  So I decided to share it.

The Background

My 12 year old son recently received a Target gift card from a friend for his birthday.   He also received a new Xbox 360 from his parents for his birthday.   Last weekend he decided that he wanted to spend his gift card on the game “HALO 3″, so I took him over to Target to pick it up.

While at Target, we noticed two HALO games in the display case.   One was HALO 3, the other was HALO WARS.   Not being able to tell the difference between the games we asked the Target employee who was working at the Electronics counter about the difference between the two.   We were told that HALO WARS was the ‘newest version’ of the popular game.   What he didn’t tell us was that HALO WARS is a totally different STYLE of game and isn’t anything like the HALO 3 game my son originally wanted.

An hour later, after opening and realizing the difference, we returned to Target to exchange the HALO WARS game for the other version.   That’s where the fun begins.

Make Sure Your Sales Team Knows the Product

Back at the Target store when attempting to return the game we purchased, I was told it couldn’t be exchanged because we had opened the box.   The fact that I had purchased it only an hour before - didn’t matter.   The fact that the sales rep had told me it was the same type of game - didn’t matter.   When I challenged the sales rep to be accountable for the fact that he didn’t warn me it was not the same style of game he simply said - “I don’t know the differences in all the games”.

Don’t you work in the department?  Isn’t it your job to answer customer questions about the products?  If you don’t know, shouldn’t you have asked?

A Blown Chance to Remedy the Situation and Save A Customer

My family spends about $2000/year at this local Target.    Frankly, I’ve always been pretty satisfied with the store.   The service isn’t always great, but the stores are clean, the quality is pretty good, and I can usually find what I’m after quickly.    But since I spend a good bit of money at this store, I’m miffed that the staff isn’t taking responsibility for sticking me with a $40 game and wasting my son’s birthday present.

I decide the best strategy is to speak with the GM of the store.  Surely she will care enough about my business to resolve the conflict.   I understand the software piracy issues and implications - but there are always amicable solutions to any customer problem if you are creative.   Or at least I thought there were…..

After explaining the situation to the GM, and validating it with the employee (who was defensive, but honest about the sequence of events) I was told that “Target’s policy is that no games can be returned once opened.   Even though the employee should have been more informed of the products, there was nothing they she could do”.  Flabbergasted,  I pushed back.   Surely they didn’t want to loose a customer who spends $2K/year over a $40 game because of a ‘policy’.   Surely there is a creative solution.   I can understand the dilemma over the copyright issue so I offered other alternatives:

- Give me the other game and eat it as a loss

- Give me a gift certificate for the lost amount and I’ll buy the correct game

- Give me a coupon for $40 off my next purchase of $200 or more

- Give me $40 worth of underwear or t-shirts

- Donate something to my son’s school

Anything to make me whole and to demonstrate that Target takes accountability for the fact that it’s sales reps should know the products they are selling.

Crickets could be heard…..

I took my worthless, but brand new game down to the local ‘Game Stop’ specialty store.   They gave me trade in credit for it against a new game and, geeks that they are, were appalled that the Target sales rep didn’t know the difference between the two games.   They felt bad enough that they actually gave me an additional discount off of the replacement game!

The next day I found the local Walmart and my family hasn’t been back to Target.   We won’t go back for at least a year.

The Lessons

There are a few good lessons for all of us from this situation.

1) As a consumer buy from people who clearly know the products well.  I won’t be buying games from anyone other than a Game Stop store from this point forward

2) Make sure that your sales people know the products they are selling.    When they make mistakes, teach them to be accountable.    Target could have won me for life if either the sales rep or GM had just been accountable for the situation.   Instead, they lost my business.

3) Be creative.   Sometimes you can’t give the customer exactly what they initially want in a conflict situation.  But it’s important to be creative and find a way protect the relationship.  Good companies teach and encourage their leaders to find mutually beneficial solutions to problems.   The inflexible application of Target’s ‘company policy’ by the GM not only lost my business, but compelled me to create negative PR.

Oh, and I almost forgot -Halo 3 is a fun game to play.    Thanks Game Stop,  we’ll be back to buy more from you in the near future.

Doug Guilbeau Add new tag, customer service

You have likely heard the names before, especially if you are an advocate or user of open source software.  Beginning about, 3 or 4 years ago open source software began to get noticed in the world of enterprise applications.  The clear leader and fore-runner in the enterprise was SugarCRM, now several other common or soon to be common names join SugarCRM as credible enterprise applications and ‘Bossie’ award winners.  SugarCRM, Compiere, Magento and Pentaho are all 2009 Bossie Award Winners.  The Bossie’s are awards bestowed upon the Best of Open Source Software.  These applications though different in their capabilities and purpose share three distinct similarities:

1) They are all Bossie award winners - best in class in their respective categories.

2) They all can be integrated and complement each other in a typical enterprise.

3) They all are partners with Levementum, an emerging leader in the open source community as a system integrator and implementer.

Levementum’s customers span small business requiring CRM (SugarCRM) and a web store (Magento) to the multi-billion dollar enterprise requiring ERP (Compiere), CRM (SugarCRM), e-Commerce (Magento) and Business Intelligence (Pentaho) all complementing each other.  Creating synergy between these applications is both the dream and nightmare of most CIO’s.  Levementum has made this their bread-and-butter and understand the importance of applications that are integrated and support a single verison of the truth in an enterprise of any size.

Congratulations to the 2009 Bossie Award Winners.

David Baier compiere, magento, open-source, pentaho, sugarcrm

As we trudge through the weak economy looking for ways to attract new clients and grow our business, the old Marketing 101 adage comes to mind:

“Your best new customers are the customers you already have”

At Levementum, we’re finding that this rings true in an amazing way.

With our SugarCRM, Compiere, and Magento Open Source service offerings, we’re finding that the hit rate (on new Open Source apps) for customers that previously have implemented one of these outstanding products, is well over 50%…an amazing rate of Opportunity conversion.

Why is that?  I think its a reflection of how these clients have crossed their own chasms relative to the key “Objections” raised in the course of a Commercial Open Source sale.

When we talk to a new customer - one that has never implemented an Open Source product at an enterprise level, the four concerns we tend to see are:

1. Concerns about the Project/Company viability.

2. Concerns about support and SLA.

3. Concerns about Intellectual Property rights of derivative works.

4. Concerns about quality and features.

Clearly these objections are colored in the spirit of Open Source as a “new” and “disruptive” force, and customers have to be carefully navigated through these discussions.

The key  is, once the bridge has been crossed with one application project, the propensity to steamroll through these objections on the following application project is very high.

We’re finding that SugarCRM customers love Compiere…Compiere customers love what SugarCRM has to offer, and we’re also seeing an interest in Magento from customers of both SugarCRM and Compiere.  Again I propose its because they’ve already taken the Open Source plunge - and already subscribe to the unparallelled value proposition that they can take advantage of:

1. Control of Your Own Destiny.

2. Cost Benefit and TCO.

3. The Quality factor (as a strength)

We’re hoping to continue to see more and more progress - its a bet Levementum has made in spades - and why we continue on our path to being at the forefront of service firms that help Enterprises make sense of how to deploy broad Open Source solutions as an enabler for their own value propositions.

We’re in exciting times in the world of Open Source…The strength of the community has been, well, the community!  I see the opportunity for the SugarCRMs, Compieres and Magentos of the world to cross pollinate - share customers - share ideas - define boundaries - maximize opportunity value.  Its a win win for everybody, mostly for our customers .

Geoffrey Mobisson compiere, crm, ecommerce, erp, levementum, magento, open-source, pentaho, sugarcrm, talend, varien

Yesterday SugarCRM announced new pricing for it’s flagship products SugarCRM Professional and Enterprise, as well as simplified pricing and a brand new entry level product SugarCRM Express.    By eliminating price differences for on-demand and on-premise versions, while lowering the price to $360/user/year for PRO and $600/user/year for Enterprise, Sugar also signaled it’s strong desire to be the leading “Open Cloud” application provider.   The lower prices gives SugarCRM customers more value at a lower cost - just when they need it most - in the middle of the worst economy in 80 years.

The CRM Guru, Paul Greenberg agrees - check out his ZDNet blog from yesterday.

The changes also make great sense for SugarCRM as well as the general partner community for two reasons.

First is the release of Sugar Express, which allows Sugar, for the first time, to obtain a revenue stream for those who only need the functionality of the open source (Sugar CE) version, are not ready to pursue the higher Professional versions, but still want a reliable support program. They are basically taking on the non-sanctioned companies out there who aren’t in the partner program, who are hosting/selling CE hosting services and generating revenue without contributing to the community. This is a good thing to protect the brand - to many customers who think Sugar is a bad product because they choose a ‘fly by night’, non-sanctioned company who was hosting CE and not doing it very well.

Second, by standardizing on one price for each version (instead of a lower price for on-premise vs. on-demand) Sugar will actually increase it’s total revenue dramatically and get better leverage from their open cloud environment.  It’s no secret that the majority of Sugar implementations are on-premise. By standardizing the pricing, giving all customers an on-demand environment (while still allowing them to go on-premise if they like which is a KEY DIFFERENCE from other SaaS vendors) they will a) generate more net revenue by capturing more hosting service revenue b) ensure a better experience for customers and c) get better cost leverage out of their hosting environment.

Sugar is also working hard to enable the partners to more effectively implement and configure the Pro and Enterprise applications in their cloud environment with the Cloud Console (rebranded version of Data Center Edition).

Some partners with hosting services will complain that Sugar is taking hosting revenue away.   That may be true if all the parter was doing was loading Sugar on a box.   But there is clear room for value added hosting services in Private Clouds, especially where the customer wants to retain complete control at the root and database level or even better, host mutliple open source applications, connected together, in the cloud.   Levementum uses private clouds on Amazon EC2 to allow customers to manage BOTH Compiere and SugarCRM applications that are integrated as one solution.

Sugar is still on the track as the first Open Source business application to go IPO.   It’s fun to be along for the ride.

Doug Guilbeau cloud-computing, compiere, levementum, open-source, sugarcrm

The VAR Guy recently introduced an upcoming webinar entitled, Can You Profit From Google Apps And Amazon’s Cloud?

“Instead of discovering the risks (and rewards) on your own, learn from three VARs who already profit from Google Apps and the Amazon Elastic Compute Cloud (EC2)…

This is a rare opportunity to hear from three VARs describing their own business success and challenges with the Google Apps Reseller program and Amazon Web Services. Forget the industry hype. Get the real story from three solutions providers that are working in the cloud today.”  THE VARGUY

Levementum’s Geoff Mobisson is a part of the panel and will be sharing how Levementum deploys open source CRM and ERP applications in the Amazon Elastic Compute Cloud (EC2) for their customers.

if you are interested in the growing trend of cloud computing and its influence and opportunities for open source software REGISTER NOW for this insightful webinar scheduled for April 15th, 2009

David Baier cloud-computing, open-source

Software conferences are usually marginal at best.   Agendas are usually filled with sessions light on substance and heavy with promotion.   Exhibitors and partners are a ‘means to an end’ - there to help fund the event with access to customers their primary reward.   I’ve always found conference’s mediocre events of marginal value.   Rarely does the software company succeed in creating an experience where all involved get something really valuable.

SugarCON Bucks the Trend

This past week my team and I attended our third straight SugarCON event.  For those who don’t know, SugarCON is the seminal event for customers, partners, and followers of SugarCRM.  This year’s event was the largest to date - with over 600 in attendance.  Considering that this is only the third conference for a very young company (Sugar was founded just over 4 years ago), what struck me most about this year’s event was it’s overall quality.   Three things stood out in particular - the quality of the participants, the session agenda, and the breath of discussion about using SugarCRM as a platform.

The customer’s at this years event were, by and large, more sophisticated in their understanding of Sugar’s value and how SugarCRM could be used as a platform for more than basic CRM.   To their credit the team at Sugar did a great job of facilitating the sharing of ideas with two full agenda tracks dedicated to customer case stories.   The majority of the customers I met with were seeking to use Sugar’s rapid modeling tools (known as Studio and Module Builder) to integrated sales and operational processes and go well beyond a cookie-cutter CRM implementation.

Focus on Partners

However, I was more surprised with the focus SugarCRM placed on their partners this year.   In addition to an entire agenda track of sessions dedicated to the partner community, the conference included two additional days for the first “Partner Boot-camp”.   The dedicated sessions gave the team at Sugar a forum to facilitate collaboration amongst the partners, expose us all to new ways of providing value to our customers, and give feedback to Sugar on product features, strategy, and our takes on all this ‘cloud’ business (my thoughts on the cloud to come next week.)  The quality of the partners has also improved over prior years.   We saw a diversity of high quality and creative offerings from companies like Redpill (SugarCRM Training and Integration in Europe), Lampada (Offshort SugarCRM Development), and OutDare (CTI Integration).   The team at Levementum looks forward to working with these companies in the future.   Kudos to Mitch Lieberman, Jeff Campbell, and Paul Oh of SugarCRM for the extra focus on partners.   John Robert’s emphasized the importance of partners for Sugar’s growth strategy in his keynote for the bootcamp.  He backed it up with a great event.

Most Important Takeaways

The most valuable things I took away from the conference this week were:

• Sugar’s new Authorized Learning Partner program geared to expand customer access to quality SugarCRM training.
• Paul Greenberg gave a great keynote on the priority companies should place on customer retention during ecomonic downturns.   Paul continues to demonstrate why his unique insights on our industry are worth following.
• The awesome new CTI integration available from the guys at Outdare - while they need to add some additional work flow scenarios into their offering, the initial release is pretty dazzling.
• Cloud computing is on everyone’s mind, but means something different to each person you talk to.   It’s clearly hip to talk about “The cloud” (and SugarCRM is no exception) but we need to all do a better job of educating ourselves and the marketplace on the concept.   Most definitions are too narrow.
• Sugar’s product development team, led by Clint Oram, provided a good picture of the upcoming 5.5 and 6.0 releases.  As usually his team mostly hit the mark.   Although I’d like to see more emphasis on improving the flexibility of the mail plug-ins to match Sugar as a platform.   Stuff I was excited about:
  • A new REST base API layer to complement the current service layer
  • Rules based Studio capabilities for conditional UI interaction, dependent drop downs, conditional actions, etc.
  • Expansion of the portal to provide true Partner management capabilities - a key feature for companies with diverse sales channels.
  • Team Hierachies and ad-hoc team assignment in the security model
  • Improvements in Theme and UI management including better stubbing in the UI layer to help developers influence UI behavior in upgrade safe ways
• The ‘Phrase that Pays’ is now part of the sub-culture of SugarCRM events.  Congrats to Jason Nassi, who runs Sugar’s Support Team on being invited to the official PtP executive committee.
• Data Center Edition - Sugar’s toolset for managing deployments and licensing of Sugar has great potential for those of us providing managed administration of Sugar in the cloud.   There are also great applications for Business Process Outsourcers and call centers (more on that later).
• SugarCRM’s expansion continues with a new office in Munich, a support center in China, and conference plans for Europe in the fall.

Final Thoughts - Valuing the Cloud

At SugarCON, everyone was talking about ‘Cloud Computing’.   It was part of John’s keynote, the exhibitors displays, the customers questions.  But it’s such a vague concept that more often than not confusion trumped clarity.  I’m convinced more and more that the ‘cloud’ is not a place or thing, but a concept of leverage.  It’s about leveraging the best services and technology available.   It’s also about enabling that leverage when we design information related products and services.   I propose that we should value most, the tools that give users the most flexibility in leveraging the services and information ‘in the cloud’, without constraints.  I’ll elaborate further in my next post.

I’d like to personally thank John Roberts and the entire SugarCRM team for conducting such a valuable event.   I’m looking forward to next year’s event.

Doug Guilbeau cloud-computing, cti, levementum, sugarcrm, training

“Yes We Can.” The chants have hardly faded and one of the first things the Obama Administration is interested in doing is exploring how the United States government can use open source software rather than rely on proprietary software. The economic downturn that started in October 2008 led to increasingly growing awareness of open source software solutions and how they might be considered as alternatives to proprietary business applications. This awareness and visibility has been given another boost by the publicity being provided it by Obama and his technology team which includes co-founder of Sun Microsystems, Scott McNeally.

Government agencies using open source software is not unheard of - it is actually much more common in Europe.  I do not advocate government mandating open source software. On the other hand, I believe that open source can stand on its own merit and I cannot fault the government, or any other organization for that matter, for looking to get the best value for their money.

Open Source has much to offer this President, the nation and enterprises in general and I welcome the growing awareness and popularity of open source software.  Open source is increasingly being adopted by enterprise IT—with even more widespread adoption on the horizon.  In less than five years, many open source vendors have moved from marginal positions to being players worthy of consideration and influential in their own right.

David Baier

Compiere Inc., an open source ERP and CRM provider, is growing and getting noticed by key decision makers in the market for ERP applications.  Compiere is the pioneer of open source ERP and is the emerging leader in this application category.  Compiere recently received the award “2008 InfoWorld Bossie Award - Best of Open Source Enterprise Applications“.  As an open source business application, Compiere is an alternative to the traditional proprietary ERP applications like SAP, Oracle and Microsoft Dynamics.

I have recently evaluated and reviewed Compiere and wanted to outline some of my findings.  I have limited this evaluation of Compiere to some key areas.  For a more exhaustive outline of capabilities and features I would suggest visiting the Compiere website.

Compiere’s solution capabilities span Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM).  These include the following capabilities:

• Financial Management (Accounting)
• Sales Order Management
• Materials Management (Purchasing)
• Warehouse Management
• Customer Service (Support & Self-Service)

Role-Based User Interfaces

One of the things I liked most about Compiere is its flexibility to adapt to an organization and to the roles within an organization.  Through years of observation, I have found that 80% of ERP users, use about 20% of the features and functionality that are available to them.  Dealing with the confusion this creates has always been a challenge when implementing some of the traditional ERP solutions.  In Compiere, the ability to tailor a user’s online experience in terms of ‘look and feel’ is defined easily using roles.  Roles are easily setup by an administrator, no development is required.  The menus, windows, forms and fields that are available to the user are all determined by the user’s assigned role.  When roles are established, they are specific to a group of user’s tasks and responsibilities ensuring that the users only see what is required to do their job.  Despite a broad array of features and functionality Compiere makes it easy to provide a simple streamlined user interface to your users.  This easily translates into reduced training and support costs.  Amongst complex applications, I have not seen an easier way to do this - Compiere hit this one out of the park.

Adaptability

Compiere employs an innovative model-driven architecture that gives you unprecedented adaptability, speed of deployment and a lower cost of ownership.  I personally think that Compiere is under-selling this particular capability.  The Compiere ‘Application Dictionary’ is a library of business logic meta-data that can be updated or extended to allow an organization to adapt Compiere to fit the unique requirements of their business.  The level and extent of the customization that can be accomplished using the ‘Application Dictionary’ would require significant development time and effort in any other application.  Compiere allows this adaptability while maintaining easy upgradability.  The time and expense this saves during initial implementation as well as during periodic upgrades contributes to the already lower cost of ownership when compared to traditional ERP solutions.

Warehouse Management

Recently released in Compiere 3.2, Compiere offers one of their best modules to date - WMS (Warehouse Management System).  WMS expands an already solid Materials Management module with a broad range of brand new functionality that automates inbound, warehousing and outbound operations.  This is ideal for organizations that are looking to cut costs, improve productivity, reduce warehouse space utilization or increase customer satisfaction.

At the center of the WMS module is a highly flexible and configurable rules engine for setting up intelligent materials movement through all phases of warehouse management operations.  This expansion of the Materials Management module is offered by Compiere for an additional fee per user or per warehouse.  If an organization only requires basic inventory and materials management functionality, I recommend using the functionality included in the Materials Management module at no additional cost - it is solid and mature.  However, for the mid-size to larger organizations in the distribution, retail or manufacturing industries where the warehouse operations are complex, there are numerous warehouses or the number of items and transactions are  high - the advanced functionality provided by WMS is worth the additional cost.  In situations where you may be looking to cut warehousing costs as it relates to warehouse moves and utilization - Compiere’s WMS solution is worth looking at as either an add-on to a larger Compiere implementation or as part of an integrated ERP solution.

Compiere has expanded their network of partners by about 40% in 2008 resulting in a growing ecosystem of knowledgeable and experienced system integrators ready to help with everything from Compiere support and hosting to Compiere implementation and integration.

David Baier compiere, erp, open-source, warehouse-management

Consider the scenario. You’re the CIO of a regional distribution company, supporting a “knowledge worker” environment of 200 users spread though 18 warehouses in 7 states. Your accounting team is demanding a flexible and scalable solution that lets them adapt in the face of changing economics and measures. Your warehouse teams are demanding more feature rich Order Management solutions that provide better information at the Point of Sale. Your Sales team is screaming for wireless access to orders and inventory, so they can respond to customer needs in real time…and of course your boss, the CEO, is demanding that you deliver all of the above, on a shoestring budget, and wants a working proof of concept that covers all these solutions - Accounting, Sales and Inventory/Order Management with Wireless…in 3 weeks…for less than 10k.

So you’re the CIO. What do you do? Laugh? Polish off the resume?

Well, if you’re Russell Smith, the CIO of Estes Industries, you take a deep breath – and look to Open Source. Estes Industries, based in Wichita Falls, TX, is a distributor of crop protection chemicals, specialty chemicals, seed and fertilizer. Smith turned to Levementum LLC, an open source consulting firm, to help complete this “Mission Impossible”.

Levementum brought three enterprise class solutions to bear, SugarCRM, Compiere ERP and Talend Data Integration to implement a complete ERP, CRM and Data Integration solution, in less than 3 weeks, and at an astoundingly low cost.

Levementum selected all three of these solutions, recognizing them as best of breed Open Source Software solutions. All three software packages have come of age relative to the tried and true(…but expensive) commercial closed source solutions in the marketplace.
Compiere, a robust Enterprise Resource Planning (ERP) solution was deployed to support accounting and operational needs. SugarCRM, the leading open source Customer Relationship Management (CRM) solution, was deployed to support the myriad of Sales Force Automation needs, as well to satisfy the need for Wireless access to Customers, Contacts, Orders and Inventory (using SugarWireless). Talend, a software product touted as the first provider of open source data integration software, was used to tie the systems together in a clean manner. Using add-ins and prebuilt adapters available in the Open Source community, Levementum was able to assemble, connect and deploy the solution quickly and cleanly.

The integrated pilot solution was built by Levementum using free “community editions” of all 3 software packages, but Estes intends to upgrade these to the Professional or Enterprise versions of the software packages, to take advantage of software support for these mission critical systems as they begin to roll the solution out in production.

Certainly there was a lot of excitement among Estes’ users – certainly a highlight of the project was demonstrating Order Tracking and Inventory management on an iPhone…but beneath the fun and excitement of accomplishing the critical functional goals of the program, there were a couple key takeaways, that are lessons for any CIO:

1. The Breadth of Open Source Solution offerings that are available to the public, are empowering companies to cover almost any information challenge they have. Whereas in the past all you had was Linux, today you have SugarCRM, Compiere, Talend and a host of other robust software packages that you have to choose from.
2. Open Source Solutions have “Come of Age” (like Compiere, SugarCRM and Talend). From a feature and architecture perspective, these applications have “grown up” and provide the depth of functionality, and the scalability that Medium and Large companies require.

The fact is, what cost hundreds of thousands or millions in the past, can now, with Open Source, be accomplished at a fraction of the cost. Open source solutions are the “great technology/value equalizer”. Luckily, over the past decade, these solutions have come of age – and as CIOs tackle their most challenging problems, Open Source tools are steadily proving to be far and away the most valuable tools in the arsenal.

Geoffrey Mobisson compiere, crm, levementum, sugarcrm, talend, wireless

A recent article on TheStreet.com, “Salesforce Has Something to Be Thankful For” by Ivy Lessner highlights the risks and rewards available to the traditional CRM vendors given current economic conditions. While I agree with much of what the author points out, I did notice a glaring omission in her analysis. There was no mention of open source CRM, namely SugarCRM - an award-winning open source software platform.

Open source software and especially SugarCRM has the potential to come out of the current economic downturn as big winners. Currently, SugarCRM is the leading commercial open source vendor and in a down economy is in a great position to grow at rates even greater than those predicted by Lessner for salesforce.com. Like salesforce.com’s greatest strengths, SugarCRM is subscription-based and can be hosted, however it provides far greater flexibility and lower implementation costs than salesforce.com. In addition, it has more flexibility in its deployment options than salesforce.com which many medium to large-sized companies value for reasons of security, control and integration.

The down-side dynamics in today’s economic climate drive many companies to figure out how to grow sales, increase demand, and sell more effectively and most sales management teams know that CRM can be a tool to help a sales force to break out as the economy improves. This fact coupled with the cost-effectiveness of SugarCRM subscriptions and implementations make it a a very low risk approach to CRM. We will see many companies that have not previously considered open source in the past, inclined to consider it now. Commercial open source CRM software has evolved over the last several years and is now ready for the enterprise. This coupled with the current economic conditions can be the impetus that propels open source CRM into the forefront. Like Linux before it, commercial open source CRM, namely SugarCRM, is primed for the enterprise and explosive growth. Already, over 3,500 commercial customers use SugarCRM to grow their business.

At the end of this current economic downturn, we may look back and say this was a defining event for open source.

David Baier crm, open-source, sugarcrm