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Microsoft Dynamics CRM vs Pega CRM 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:
 

Categories and Ranking

Microsoft Dynamics CRM
Ranking in CRM Customer Engagement Centers
1st
Ranking in CRM
2nd
Average Rating
7.8
Reviews Sentiment
7.0
Number of Reviews
76
Ranking in other categories
Local Government CRM (1st), Marketing Management (2nd), Sales Force Automation (2nd)
Pega CRM
Ranking in CRM Customer Engagement Centers
5th
Ranking in CRM
18th
Average Rating
8.0
Reviews Sentiment
7.2
Number of Reviews
10
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of April 2025, in the CRM Customer Engagement Centers category, the mindshare of Microsoft Dynamics CRM is 25.8%, down from 26.3% compared to the previous year. The mindshare of Pega CRM is 8.9%, down from 9.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.
CRM Customer Engagement Centers
 

Featured Reviews

Rishabh Chhajer - PeerSpot reviewer
Intuitive APIs, customizable design, but dashboards could improve
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.
Srinivas Ganisetti - PeerSpot reviewer
Case management feature is valuable but the pricing is expensive
I would like to suggest the solution but it really depends on your specific requirements, your business use cases and future plans. There is a significant investment involved in this solution and therefore it is very crucial to reevaluate your future necessity including automation potential and modernization plans. I would suggest that you select any kind of solution and explore alternatives of similar functionalities at a lower cost. This might help you to achieve more with less. In my experience, I would rate it between seven to eight because it offers robust capabilities. But please be aware that other BPM tools are emerging with similar features at a lower cost. Pega CRM is perceived as bulk care compared to order tools, as many of its capabilities are potentially underutilized. I would rate it 7 out of 10.

Quotes from Members

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

Pros

"The most valuable features of Microsoft Dynamics CRM are its easy operations and functionality."
"I like the fact that I can keep track of everything I do in relation to my own job."
"Microsoft Dynamics CRM has a very nice UI, and is very easy to use. It's easy to install, has a lot of features, and provides good technical support."
"The product is highly scalable, particularly in the cloud environment, where resources can be increased as required."
"The solution's return on investment is worth it."
"It ensures that there's continuity, and you don't have to start asking the customer about what happened. From CRM, you can easily see all the interactions and events in the record and take it from there."
"The most valuable feature of Microsoft Dynamics CRM is the integration with Microsoft Office 365."
"Dynamics is a complete tool that helps the company measure and track sales, orders, current customers, and the sales pipeline."
"It also reduces the duration per call, and it ensures a first time resolution of the issue."
"We can effortlessly manage the data within it, and it offers ease of use and high flexibility to present the data across various vendors."
"Pega offers a clear parent-child case relationship that's easily created and maintained. Dependencies can be configured, where reaching a specific stage in a parent case automatically triggers a child task in a child case, while the parent case remains on hold until a certain condition is met before moving forward. This configuration allows multiple users to work on cases in parallel. Many of these settings are readily available within Pega case settings. Overall, Pega's case management is unparalleled compared to other options."
"The case management feature is really valuable."
"Great flexibility and its locking mechanism enable multiple users to work on the same case seamlessly."
"One of the most valuable features of Pega CRM for our team's productivity is its ease of setup, thanks to its configuration-driven approach."
"The most valuable feature is the ability to pull information about the customer on-the-fly so they feel the interaction is more personal."
"The solution is very easy to use."
 

Cons

"Microsoft Dynamics CRM could improve by making it easier to export data to SharePoint because most of our customers use SharePoint. They have to log into a Microsoft environment platform from their SharePoint for access should be made easier. Additionally, if the customer portal was enhanced for it to be customized it would be a benefit."
"The solution could have better dashboards and the Microsoft operating system could be more intuitive."
"Microsoft Dynamics CRM is not that customizable, you can customize it, but a lot of it is still pre-built in a way that you have a lot of details in there that you don't need."
"The options for customizing Microsoft Dynamics CRM are very limited or highly complex."
"They should work on improving the solution's scalability."
"We would like to see the tech support for this product improved, at present we are frequently waiting for a couple of days before we receive any response."
"There are more people using Salesforce. Therefore, there are more partners, and applications for it, and is easier to use."
"The approvals component of Dynamics is complex. It isn't very easy to generate approvals between different departments."
"Price is always a concern for many organizations. They often think Pega is expensive, and sometimes they don't fully understand the pricing model."
"The UI should be improved."
"They should enable the data-driven streaming feature inside it."
"It would be beneficial to enhance the pricing and support implementation options as they are currently quite expensive."
"There has been a common acknowledgment among customers that this solution is an expensive tool and they often opt for cheaper tools like Comodo"
"For many of the clients, they have a separate system or separate layer of UI and a separate layer of the business rules engine, which Pega has taken care of in the recent releases."
"The solution has room for improvement around decisional and real-time data analysis."
"The disadvantage of the tool stems from the fact that it does not allow users to make database-level modifications."
 

Pricing and Cost Advice

"The solution is not expensive."
"Microsoft Dynamics CRM is very affordable if you use the yearly subscription."
"The solution is expensive."
"For the price of Microsoft Dynamics CRM, you receive a lot of comprehensive functionality. Additionally, it integrates very well. We pay approximately $100 a month to use the solution and we do not have any additional costs."
"Microsoft Dynamics CRM's price is too high."
"The solution is open source and is free. However, it does require a Dynamics 365 subscription."
"The cost depends on a number of factors, so whoever is implementing it will need to take that into consideration before it is done."
"The customers that have Microsoft Office 365, the license price is competitive. It is competitive because the next solution above it is Salesforce, which is licensed quite high. The price annually was approximately $55 per user but we did a combination of users with some of them having the higher range of approximately $85."
"The pricing is on the higher side."
"It is expensive."
"We have numerous uses of the solution in our organisation. Almost 72 applications are integrated with Pega CRM, and some of them are shutting down for various reasons including the high licensing costs. There is a strong focus in the market and offices on cost reduction."
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Top Industries

By visitors reading reviews
Computer Software Company
12%
Government
11%
Financial Services Firm
11%
Manufacturing Company
8%
Financial Services Firm
25%
Computer Software Company
15%
Real Estate/Law Firm
5%
Comms Service Provider
5%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about Microsoft Dynamics CRM?
The most valuable features of Microsoft Dynamics CRM are all the filters and possible reports.
What needs improvement with Microsoft Dynamics CRM?
Costing might be a reason for concern. It could be an issue for the organization, or maybe not. It's uncertain.
What is your primary use case for Microsoft Dynamics CRM?
I use the solution to manage the lead sales pipeline and enable the marketing department to maintain customer data.
What do you like most about Pega CRM?
The product's deployment phase was easy.
What needs improvement with Pega CRM?
The disadvantage of the tool stems from the fact that it does not allow users to make database-level modifications. In Siebel CRM, you have complete control over your database, you can do any datab...
What is your primary use case for Pega CRM?
Pega CRM uses a layer cake architecture. Basically, the tool is a convenient application to use even if you are not a technical person, like a business analyst. I use the solution for the CRM modul...
 

Also Known As

Dynamics CRM, MS Dynamics CRM
Chordiant
 

Overview

 

Sample Customers

Metro Bank, Nissan, Pandora, Delta, Haynes International, City of London, Trek and many more market leaders.
The State of Maine, Aegis, Aegon, AIG Japan, ING
Find out what your peers are saying about Microsoft Dynamics CRM vs. Pega CRM and other solutions. Updated: March 2025.
845,040 professionals have used our research since 2012.