How do you use SugarCRM and which functionality is missing from it? If you are going to build your own CRM based on your experience using it in real world use case (not just with eyes of developer who tests different features) which features are you going to remove from SugarCRM and add your own?

That would take a while to write up. I'd have to really sit down and spend some time thinking about it to remember all the things I've thought about doing. Unfortunately I haven't really kept notes on this.

That said, probably the biggest things I remember wanting were:

1. support for representing entities using RDF/OWL, for integration with other systems. We're big on Semantic Web tech here (it's a core part of what we do) and my vision for enterprise IT involves having, for lack of a better term, an "internal semantic web".

2. Workflow integration / rules / triggers. I want to be able to easily define actions that happen in response to specific events, or on a schedule, or whatever, and create workflows based off of that. For example: a new customer record being created - I should be able to define a batch of actions that happen in response to this. To be fair, this kind of stuff can be done through some combination of using the API, and/or twiddling the db records directly, and bolting on an external BPM system or something. But I'd like it to be more "native".

I'm sure there's some other stuff as well, but like I said, I haven't really kept notes per-se. If you're interested in continuing this conversation though, feel free to shoot me an email and we can talk. I probably have at least some doodles and sketches in one of my notepads somewhere, where I've played around with some ideas I wanted to incorporate. I might be able to dig some stuff up.