The Best Software Doesn't Need Support': Q&A With SugarCRM CTO Clint Oram

"CRM is not a point solution; it's a process solution," according to SugarCRM CTO Clint Oram. "A point solution is easy on, easy off; a process solution is hard to adopt, but once it's adopted, you'll never get rid of it. Migrating customers from spreadsheets to CRM is a change management process within a company."