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HubSpot CRM vs Microsoft Dynamics 365 Customer Service comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Dec 19, 2024

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

ROI

Sentiment score
6.7
HubSpot CRM enhances lead generation and revenue, offering ROI through efficiency, security, and integration with sales processes.
Sentiment score
7.2
Microsoft Dynamics 365 boosts ROI and reduces costs, increasing customer satisfaction by streamlining processes and minimizing staffing expenses.
 

Customer Service

Sentiment score
7.3
HubSpot CRM's customer service is excellent, though some users desire more live support and improved issue handling.
Sentiment score
4.9
Microsoft Dynamics 365's support is inconsistent, with strong basic assistance but challenges in response time for complex issues.
There is always an account rep that's available, and there is a technical account rep that is available for every account.
HubSpot's customer service is excellent and fast.
Part of it is different language use, and while that's okay, it wasn't immediately evident where to find help, verify, or submit a question and get responses.
We are using local Microsoft partners, not Microsoft themselves.
 

Scalability Issues

Sentiment score
7.3
HubSpot CRM is praised for its scalability and adaptability, especially benefiting small to midsize businesses with growth management.
Sentiment score
7.4
Microsoft Dynamics 365's scalability ranges from highly adaptable for larger companies to facing integration challenges in mid-sized enterprises.
There are a lot of enterprises using it, however, even as a GTM for HubSpot, their target market is predominantly SMB.
Handling around 100 to 150 users is fine.
 

Stability Issues

Sentiment score
8.5
HubSpot CRM is stable and reliable, with high ratings and minor delays not affecting overall user satisfaction.
Sentiment score
8.4
Microsoft Dynamics 365 Customer Service is highly rated for stability, reliability, and consistent performance, despite occasional broader Microsoft outages.
 

Room For Improvement

HubSpot CRM needs improved email integration, customization, pricing, mobile app, technical support, navigation, and automation capabilities.
Microsoft Dynamics 365 Customer Service needs better usability, integration, licensing clarity, and scalability for enhanced performance and functionality.
A package covering everything in a particular area without requiring the entire purchase would be excellent.
A better CRM can be achieved by providing more customization features.
They are not at the pace or effectiveness of AgentForce by Salesforce.
The solution could improve by providing internal scorecards for agents and much better staff ratings.
 

Setup Cost

HubSpot CRM offers flexible pricing with free and paid plans, modular features, but may be costly for small teams.
Microsoft Dynamics 365 Customer Service provides competitive pricing suitable for larger organizations with straightforward, user-based licensing.
We did our integration with sales automation and other tools internally, which incurred no additional costs beyond the standard licensing fees.
 

Valuable Features

HubSpot CRM is user-friendly, scalable, and integrates seamlessly, offering powerful marketing, reporting, and automation features, even for free.
Microsoft Dynamics 365 Customer Service offers seamless integration, customization, advanced management, collaboration, and automation features for enhanced user experience.
HubSpot stands out for its ease of use, especially with sequence creation compared to other CRM solutions.
All the automation features, where I can completely automate a cadence like emailing, lead scoring, and lead qualification, everything can be automated, including all workflows.
The most valuable feature for me is when I encounter a company or a person, I can drop in their URL, and it pre-populates various details like address information and other contacts they might have.
It has a workflow feature and offers excellent automation capabilities that streamline our customer service.
 

Categories and Ranking

HubSpot CRM
Ranking in CRM
6th
Average Rating
8.2
Reviews Sentiment
7.1
Number of Reviews
47
Ranking in other categories
No ranking in other categories
Microsoft Dynamics 365 Cust...
Ranking in CRM
13th
Average Rating
8.0
Reviews Sentiment
6.9
Number of Reviews
19
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of April 2025, in the CRM category, the mindshare of HubSpot CRM is 2.2%, up from 2.1% compared to the previous year. The mindshare of Microsoft Dynamics 365 Customer Service is 0.7%, up from 0.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.
CRM
 

Featured Reviews

Charles Dickens - PeerSpot reviewer
Effortlessly manage relationships with seamless contact data integration
The primary area to improve is creating deployable packages. When I buy into HubSpot, I have a list of checks, however, I am left to figure out how to use it. I start with a budget, and it's just a persistent sales demand. HubSpot should establish some pre-deployable packages that, when contracted, offer basic functionality. It is important to be clear about what it doesn't provide or what else is needed. I can outfit myself with my own tools or other options as I evaluate the board. They are building businesses for themselves. However, there's always a limiting function encountered. Understanding limitations upon entry would be beneficial so I don't constantly stumble upon unknown constraints. A package covering everything in a particular area without requiring the entire purchase would be excellent.
Akshat Prakash - PeerSpot reviewer
A stable solution that can be used for regular office communication, collaboration, and office documentation
We use Microsoft Dynamics 365 Customer Service for regular office communication, collaboration, and office documentation Collaboration, pace of change, new features being rolled out, and support service are the valuable features of Microsoft Dynamics 365 Customer Service. The solution could…
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Top Industries

By visitors reading reviews
Computer Software Company
18%
Government
11%
Comms Service Provider
11%
Manufacturing Company
7%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about HubSpot CRM?
The best thing about HubSpot is its clear workflow. Anyone can understand the flows of your contacts, your emails, their delivery dates, and the reasons behind their movements.
What is your experience regarding pricing and costs for HubSpot CRM?
The cost is about the same price, currently charged monthly.
What is your experience regarding pricing and costs for Microsoft Dynamics 365 Customer Service?
The price performance is excellent, rated eight out of ten. We did our integration with sales automation and other tools internally, which incurred no additional costs beyond the standard licensing...
What needs improvement with Microsoft Dynamics 365 Customer Service?
The solution could improve by providing internal scorecards for agents and much better staff ratings. There's room for enhancing the engagement features.
 

Overview

 

Sample Customers

digimind, easyrecrue, software2, subaru, suzuki
Information Not Available
Find out what your peers are saying about HubSpot CRM vs. Microsoft Dynamics 365 Customer Service and other solutions. Updated: April 2025.
847,646 professionals have used our research since 2012.