A CRM or customer relationship management system facilitates developing and upholding meaningful relationships with the customer. Every company whether big or small can benefit from a well developed CRM system. But quite often the prohibitive cost of enterprise grade CRM systems (e.g. Salesforce.com) takes them beyond the reach of majority of the organizations as only a handful of companies with deep pockets can afford such advanced, feature rich systems.

But the scenario started changing with the launch of SugarCRM, the first major open source CRM system.

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