Microsoft Dynamics CRM Reviews

Name: Microsoft Dynamics CRM
Brand: Microsoft
Rating: 3.9 (76 reviews)

Vendor: Microsoft

3.9 out of 5

76 reviews
92% willing to recommend

1,850 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 Zendesk: Microsoft Dynamics CRM vs Zendesk. Microsoft Dynamics CRM is popular among the large enterprise segment, accounting for 56% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a computer software company, accounting for 12% of all views.

Buyer's Guide

Microsoft Dynamics CRM

January 2025

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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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Cirvesh-Daga

Director at T-Systems International GmbH

It streamlines customer service and support tasks. A complex challenge was with a large customer who had diverse systems in 17 countries with different local regulations. This product helped accommodate some of those requirements. We still needed an intermediate system for reporting in two countries, but it tackled 19% of the initial complexity. The ease of learning and using the interface is important. Moreover, the customization capabilities are good. I haven't had any issues with customization for any customers I've worked with on this product.

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Microsoft Dynamics CRM mindshare

Product category:

As of February 2025, the mindshare of Microsoft Dynamics CRM in the CRM Customer Engagement Centers category stands at 26.5%, up from 26.0% compared to the previous year, according to calculations based on PeerSpot user engagement data.

CRM Customer Engagement Centers

PeerAnalyst reports

Type	Title	Date
Category	CRM Customer Engagement Centers	Feb 1, 2025	Download
Product	Reviews, tips, and advice from real users	Feb 1, 2025	Download
Comparison	Microsoft Dynamics CRM vs Salesforce Service Cloud	Feb 1, 2025	Download
Comparison	Microsoft Dynamics CRM vs Oracle Fusion Service	Feb 1, 2025	Download
Comparison	Microsoft Dynamics CRM vs ServiceNow Customer Service Management	Feb 1, 2025	Download

Title	Rating	Mindshare	Recommending
Zendesk	4.1	6.0%	93%	59 interviews Add to research
Salesforce Service Cloud	4.2	19.6%	96%	51 interviews Add to research

Valuable Features

Microsoft Dynamics CRM offers high customizability, strong integration with Microsoft tools, and a user-friendly interface. Key features include ease of use, robust reporting, and efficient customer management. Its mobile access, low-code platform, and configurable dashboards enhance business processes. Teams appreciate its intuitive APIs, seamless third-party integration, and stability. Licensing costs are competitive for Microsoft users. Its campaign and sales management capabilities improve customer interactions, supporting faster product delivery and better adherence to KPIs.

"The CRM is very fast, with customization and integration options, and easy migration."
"The flexible design is highly usable, and I have seen time-saving benefits from using this solution."
"The integration of all data within Microsoft Dynamics CRM, including customer and lead management, is very beneficial."

Room for Improvement

Microsoft Dynamics CRM requires a more intuitive design and improved usability, especially for smaller businesses. Integration with other systems, performance, customization options, and mobile functionality need enhancement. The dashboards, reports, and interface could be more user-friendly. Costs and technical support response times are concerns. Adding AI capabilities and more pre-built models for small companies would enhance the system. Its backend complexity poses challenges, impacting data management efficiency.

"Previously, I used Dynamics, but it did not suit me, so I changed the CRM last year."
"During a period of time, restoring data and maintaining it could be better in Microsoft Dynamics CRM."
"There is room for improvement in handling nonlinear sales processes and complex quoting."

ROI

Many organizations experience a notable ROI from Microsoft Dynamics CRM. Its integration capabilities, feature upgrades, and support for data-driven decision-making contribute significantly. Some companies report a 30% to 40% ROI. The system aids in sales tracking and expedites closures, enhancing financial performance and customer retention. While licensing costs can be high, the value proposition, monitoring accuracy, and efficiency in aligning costs justify the investment. Certain companies encountered issues with deployment and costs.

Pricing

Enterprise buyers of Microsoft Dynamics CRM encounter varied pricing opinions, with costs generally viewed as high yet competitive. Pricing typically falls between $50-$85 per user monthly, with numerous offering annual commitments. Some identify it as costly, particularly for smaller companies, though the solution is considered comprehensive and competitive against alternatives like Salesforce. Additional implementation costs may arise based on desired customizations, while enterprise agreements and the number of users impact final pricing.

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

Popular Use Cases

Companies primarily use Microsoft Dynamics CRM for managing customer relationships, handling sales opportunities, and integrating data from various sources. It is frequently deployed in sales and marketing activities, improving workflow processes and supporting help desk functions. The platform helps track client information and interactions across multiple channels, providing a 360-degree customer view. Additionally, many businesses leverage it for project management, data analysis, reporting, and collaboration, while ensuring secure infrastructure and accessibility.

Service and Support

Customers report that Microsoft Dynamics CRM's support is helpful and responsive, though response times vary. Some find it effective and satisfactory, while others seek improvements in speed. Priority service benefits partners, but regular support can be slower. Technical support is knowledgeable, with well-rated premium options available. Some users rely on internal teams or third-party vendors for assistance, noting issues with ticket handling and geographic coordination. Many highlight the usefulness of available documentation and online resources.

Deployment

Microsoft Dynamics CRM's initial setup experience varies widely. Many found it straightforward and fast, noting its ease of integration with other Microsoft applications. Others described it as complex, requiring customization that extended deployment timelines. Setup difficulty often depends on organizational needs and customization levels. Deployment times range from a few days to several months. Some needed IT assistance, and for those implementing complex processes, the setup was not intuitive. Users acknowledged Microsoft's strong support.

Scalability

Microsoft Dynamics CRM is often praised for its scalability, accommodating various sizes and expanding alongside organizational growth. Many find it straightforward to scale, while others mention challenges related to stability and integration. It is suited for larger enterprises, with a strong cloud architecture enhancing its scalability. Some users experience licensing difficulties when scaling down. Despite certain challenges, it is generally well-received for its scalability, fitting diverse business needs effectively.

Stability

Microsoft Dynamics CRM is widely considered stable and reliable by numerous users. Rare glitches are swiftly managed, with high ratings for stability, often scoring eight or nine out of ten. Occasional issues occur under peak loads or due to network downtime, not due to the application. It's consistently dependable, particularly for businesses with around 50 users. Many highlight the positive impact of quarterly updates, ensuring few outstanding problems, and note its effective handling of remote workloads.

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

12%

Financial Services Firm

11%

Government

10%

Manufacturing Company

University

Educational Organization

Healthcare Company

Construction Company

Comms Service Provider

Retailer

Real Estate/Law Firm

Energy/Utilities Company

Insurance Company

Non Profit

Wholesaler/Distributor

Media Company

Hospitality Company

Legal Firm

Performing Arts

Consumer Goods Company

Transportation Company

Recreational Facilities/Services Company

Pharma/Biotech Company

Outsourcing Company

Logistics Company

Mining And Metals Company

Marketing Services Firm

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.