Peculiarities of the Commercial Open Source business model: Case study of SugarCRM

Abstract

This thesis investigates the so-called “single-vendor” commercial open source business model, as exemplified by SugarCRM. Within the conceptual framework of Actor-Network Theory, the case study is informed by three interrelated research questions. The first relates to the different stakeholders and their incentives for participation. The second concerns the strategies applied by the owning entity to meet these stakeholders’ expectations and needs, whilst at the same time safeguarding its own shareholders’ interests. Following, the last takes on friction points that could undermine the viability of SugarCRM’s business model, and corresponding strategies by the firm to avoid them.