Microsoft Dynamics CRM Reviews

Name: Microsoft Dynamics CRM
Brand: Microsoft
Rating: 3.9 (73 reviews)

Vendor: Microsoft

3.9 out of 5

73 reviews
92% willing to recommend

1,846 followers

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What is Microsoft Dynamics CRM?

Microsoft Dynamics CRM is a comprehensive customer relationship management solution that helps businesses streamline their sales, marketing, and customer service processes. With its user-friendly interface and powerful features, it enables organizations to effectively manage their customer interactions and drive business growth.

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Microsoft Dynamics CRM is the #1 ranked solution in top CRM Customer Engagement Centers, #1 ranked solution in top Local Government CRM solutions, #2 ranked solution in top CRM solutions, #2 ranked solution in top Marketing Management solutions, and #2 ranked solution in top Sales Force Automation solutions. PeerSpot users give Microsoft Dynamics CRM an average rating of 7.8 out of 10. Microsoft Dynamics CRM is most commonly compared to ServiceNow: Microsoft Dynamics CRM vs ServiceNow. Microsoft Dynamics CRM is popular among the large enterprise segment, accounting for 57% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a computer software company, accounting for 14% of all views.

Buyer's Guide

Microsoft Dynamics CRM

November 2024

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Featured reviews

Arun Srivastav

CEO at Planfirma Technologies Private Limited

The most valuable feature of Microsoft Dynamics CRM is the campaign feature. The solution's campaign feature allows you to collate a group of customers and the frequency of email notifications sent to them. You can put an advertising budget for a series of customers, whereby high net-worth individuals will be marketed for high-end products. Low-end customers will be in a different campaign. So, we run campaigns on different sectors of customers. One of the solution's good features is integration because it directly integrates with Microsoft tools. Microsoft Office 365 and Microsoft Teams are built into it. The solution gives a varied network of text and email gateways, which are already integrated and come with the package.

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Rishabh Chhajer

Head IT at Dhani

The most advantageous aspect of Microsoft Dynamics CRM is its periodic updates. Every quarter, Microsoft releases upgrades that address bugs and vulnerabilities. As a company governed by the Reserve Bank of India and SAP security regulations for our stock operations, we conduct periodic reviews of our applications, including Microsoft Dynamics CRM. Whenever we submit an audit report and identify bugs, we reach out to the Microsoft team for assistance. They assure us that the issues will be fixed in the next quarterly release. As a result, we have not experienced any outstanding bugs that have not been recorded or addressed.

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Kush Gupta

VP Sales Head at Hexaware Technologies

The majority of our experience with CRMs is with Salesforce Sales Cloud and Microsoft Dynamics CRM. We are completely aligned with those two CRMs. Other CRMs we don't have much experience with, because Salesforce Sales Cloud and Microsoft Dynamics CRM are the two leading CRMs, and we only focus on them. There's a third CRM we use: Pega CRM. Salesforce deals with all kinds of clouds, not just the marketing cloud, but Salesforce Sales Cloud is the most popular one. Salesforce Marketing Cloud is an acquisition and is a more difficult solution, and it fails a lot. Microsoft Dynamics CRM used to be four versions behind Salesforce, but now it has really caught up. They have made major investments in the solution, and we are seeing a clear momentum in their favor. They are being very aggressive in terms of taking some of the market shares for Microsoft Dynamics CRM in the CRM market. Microsoft Dynamics CRM was a laggard, but now it's competing well with Salesforce. On a scale of one to ten, I'm rating Microsoft Dynamics CRM seven out of ten.

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Microsoft Dynamics CRM mindshare

Product category:

As of November 2024, the mindshare of Microsoft Dynamics CRM in the CRM Customer Engagement Centers category stands at 25.1%, up from 24.7% compared to the previous year, according to calculations based on PeerSpot user engagement data.

CRM Customer Engagement Centers

Key learnings from peers

Valuable Features

The most valuable features of Microsoft Dynamics CRM include its interface, integration with other Microsoft tools, ability to store all information in one application, communication platform with customers, flexibility, ease of use, intuitive APIs, scalability, low-code platform for business process management, ability to market to segments, comprehensive solution with ERP integration, customization options, performance, user-friendliness, flexibility with Microsoft Office 365, and ability to track interactions and events.

Users appreciate the effective integration with other Microsoft tools, ease of implementation, cloud-based installation, ability to create dashboards, stability, customer registration and management features, accessibility, history of engagement with customers, integration capabilities with third-party software, easy user interface, and security.

"The deployment of Microsoft Dynamics CRM is easy because it's a software as a service, which eliminates the need to deploy anything in our data center."
"For me, the most helpful functionalities in Microsoft Dynamics CRM are customer engagement, contact management, opportunity management, and order management. The service management features, including ticket management and handling complaints from the call center, are also very useful. One of the key benefits is the faster time to market, as it allows for quicker product delivery and better customer management. The tool also improves customer interaction through the service center, leading to better adherence to KPIs."
"The solution is easy to use and stable. It offers a 360-degree view of your customers. It allows you to track interactions, giving you full visibility into customer habits and behavior"

Room for Improvement

Some areas for improvement in Microsoft Dynamics CRM include customer support response time, providing a more detailed customer profile, including business addresses, improving scalability and pre-built models for small companies, simplifying the user experience and making it less technical, enhancing reporting capabilities, improving integration with ERP systems like Oracle or SAP, and making the interface more intuitive and attractive.

The solution would benefit from adding more artificial intelligence and modules, improving inbound and digital marketing features, enhancing the dashboard and customization options, better qualifying opportunities and providing more documentation on lost opportunities, improving note-taking capabilities, optimizing performance and data loading speed, improving integration with other platforms like SharePoint, and user-friendliness.

"The UI/UX needs improvement as it is not intuitive from day one."
"The tool should be micro-services-based. If it's not already implemented, the architecture could be enhanced by transitioning to a microservices-based model. This would allow each module to be managed independently, reducing downtime and enabling teams to work autonomously on specific services."
"Microsoft Dynamics CRM needs to improve its integrations."

ROI

Microsoft Dynamics CRM has proven to be a valuable investment for sales monitoring and tracking. It has helped close sales faster and justified the total cost of ownership. Some users have seen a high return on investment despite the potentially high price.

Pricing

The pricing for Microsoft Dynamics CRM is generally considered expensive. The cost varies depending on factors such as customization and the number of users.

Some reviewers mention that the pricing is competitive compared to other solutions like Salesforce.

The licensing is typically based on a per-user, license-based model, and can be paid on a monthly or yearly basis. There are no additional licenses or fees apart from the standard license.

"The solution is expensive."
"The solution is not expensive."
"Microsoft Dynamics CRM is a little expensive solution."

Popular Use Cases

The primary use case of Microsoft Dynamics CRM is customer relationship management, including sales, marketing, and customer service. It is used to store customer information, track customer engagement, and manage sales pipelines.

The solution is also used for team collaboration, project management, and financial reporting. It serves as a central hub for all transactions and integrates with other Microsoft solutions. Additionally, it is used for help desk ticketing, complaint management, and data analysis.

The solution can be deployed on-premises or on the cloud.

Service and Support

Some users have found the technical support team to be fast, helpful, and responsive. However, there are also complaints about post-sales customer support services needing improvement, such as assigning engineers based on geographic location for better collaboration.

Some users have experienced fractured support during migration processes and have suggested implementing a CSM model for better coordination.

Deployment

The duration required to establish a new tech solution, specifically Microsoft Dynamics CRM, is varied. Some users found the initial setup to be straightforward and easy, while others found it to be complex and time-consuming. The deployment of the solution ranged from a few hours to several months, depending on the level of customization and complexity required.

Scalability

Microsoft Dynamics CRM is highly scalable and can accommodate a large number of users. The solution integrates well with other applications, such as ERP, Business Central, Finance and Operations, and SAP programs, making it flexible and scalable.

However, some reviewers mentioned that it may require a connector to link with other applications, which can affect scalability.

Stability

The stability of Microsoft Dynamics CRM is generally rated highly. Users mention that there are no bugs or glitches, and it doesn't crash or freeze. Some users rate the stability as eight or nine out of ten. They also appreciate the periodic updates released by Microsoft to address bugs and vulnerabilities.

However, a few users mention occasional issues or downtime. Tthese are usually attributed to network problems rather than the application itself.

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

Download our Microsoft Dynamics CRM Buyer's Guide for additional reliable information.

Review data by company size

By reviewers

By visitors reading reviews

Top industries

By visitors reading reviews

Computer Software Company

14%

Financial Services Firm

11%

Government

10%

Manufacturing Company

Healthcare Company

University

Educational Organization

Construction Company

Comms Service Provider

Real Estate/Law Firm

Retailer

Energy/Utilities Company

Insurance Company

Non Profit

Media Company

Hospitality Company

Legal Firm

Wholesaler/Distributor

Transportation Company

Performing Arts

Recreational Facilities/Services Company

Consumer Goods Company

Outsourcing Company

Pharma/Biotech Company

Logistics Company

Mining And Metals Company

Compare Microsoft Dynamics CRM with alternative products

Learn more about Microsoft Dynamics CRM

One of the key features of Microsoft Dynamics CRM is its sales automation capabilities. It allows sales teams to track leads, manage opportunities, and close deals more efficiently. The solution provides a centralized platform for managing customer information, enabling sales representatives to access real-time data and make informed decisions. It also offers tools for forecasting, pipeline management, and sales analytics, helping businesses optimize their sales processes and drive revenue growth.

In addition to sales automation, Microsoft Dynamics CRM offers robust marketing automation features. It enables marketers to create and execute targeted marketing campaigns, track campaign performance, and generate actionable insights. The solution provides tools for lead management, email marketing, social media integration, and customer segmentation, allowing businesses to engage with their customers effectively and drive marketing ROI.

Furthermore, Microsoft Dynamics CRM helps organizations deliver exceptional customer service. It provides a unified view of customer interactions, enabling customer service representatives to deliver personalized and timely support. The solution offers case management, a knowledge base, and self-service portal capabilities, empowering customers to find answers to their queries and resolve issues on their own. It also provides tools for service analytics and reporting, helping businesses identify areas for improvement and enhance customer satisfaction.

Microsoft Dynamics CRM was previously known as Dynamics CRM, MS Dynamics CRM.