Thomas Wieberneit

SugarCRM supercharges its AI by acquiring

The News

On Monday, August 24th, 2020 SugarCRM announced the acquisition of I had the pleasure to get pre-briefed by Craig Charlton, CEO SugarCRM and Rich Green, Chief Product Officer and CTO SugarCRM about this topic.

The Bigger Picture

The capability to infuse data and AI into business applications have become table stakes for CRM and CX vendors. The value of CRM and CX systems is a result of their ability to provide insight, help people focus on the right customers and activities, and to make accurate predictions about the future and suggestions of what to do next.

My Analysis and PoV

In the 2020 Magic Quadrant for Sales Force Automation, Gartner noted artificial intelligence, “advanced AI-based sales technology abilities” as “modest in scope” when compared to the leaders of the quadrant. Gartner exemplifies “AI-based prescriptive next best actions and predictive engagement scenarios” as missing. While Gartner is not that candid on AI in the 2020 CRM Lead Management Quadrant it still refers to lead analytics as being one of the main cautions.

Helping businesses to improve in Digital Transformation, Customer Engagement, Customer Experience, CRM, Innovation