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Microsoft Dynamics CRM vs ServiceNow Customer Service Management comparison

 

Comparison Buyer's Guide

Executive Summary

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
Average Rating
7.8
Reviews Sentiment
7.0
Number of Reviews
76
Ranking in other categories
CRM (2nd), Local Government CRM (1st), Marketing Management (2nd), Sales Force Automation (2nd)
ServiceNow Customer Service...
Ranking in CRM Customer Engagement Centers
4th
Average Rating
8.4
Reviews Sentiment
7.8
Number of Reviews
11
Ranking in other categories
Customer Experience Management (2nd)
 

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 ServiceNow Customer Service Management is 10.4%, up from 3.4% 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.
Rupesh Jethwa - PeerSpot reviewer
A stable tool to help manage infrastructures, deployments, and different products from different vendors
The product lacks customization capabilities. In the future, the product should include more options for customization to be able to meet the demands of the customers. Though our company prefers to implement the solution directly out of the box, we need better customization capabilities if there are some complex requirements from the customers.

Quotes from Members

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

Pros

"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."
"Our clients appreciate that the solution can be used to monitor everything their customer interacts with in their business."
"Microsoft Dynamics CRM has good integration with the Microsoft Stack of solutions. However, the Salesforce ecosystem is stronger."
"Right now we're using the financial features, and we haven't tried the inventory. It's useful more on the financial side."
"The history of engagement with our customers, including all conversations, has been most valuable when using this solution."
"The initial setup is very easy."
"The most valuable feature is the reporting tab."
"The flexible design is highly usable, and I have seen time-saving benefits from using this solution."
"Our organization has received excellent tech support for ServiceNow Customer Service Management."
"The setup phase of the solution was straightforward...Regarding the product's user interface, there is an in-built portal developed by ServiceNow, which is good."
"We can integrate different technologies in ServiceNow Customer Service Management. An organization would like to offer a digital transformative experience to its employees and customers, which the tool can offer. It can be integrated with any external system. There are also automation possibilities."
"Overall, I like the workflow capabilities, orchestration, and integration with existing business apps. The product is awesome in terms of capabilities."
"The integration capabilities of ServiceNow are wonderful."
"The product provides flexibility in managing and categorizing the incidents."
"The tool is very useful as it helps us run businesses smoothly."
"The tool's most valuable feature is the service portal."
 

Cons

"When it comes to any necessary changes or updates, we have issues. It is not very agnostic in terms of working with other platforms. A lot of data transformation had to be done internally in order to send it to various systems."
"Microsoft Dynamics CRM would be far superior if it had an analytical dashboard and AI-based systems."
"From my experience, the solution's tech support could improve with a quicker response time."
"Microsoft Dynamics CRM can improve the integration with the other system. If they have more flexibility to connect with another system it will be more effective."
"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."
"Better integration would be an improvement."
"During a period of time, restoring data and maintaining it could be better in Microsoft Dynamics CRM."
"It is difficult to qualify opportunity in Microsoft Dynamics CRM."
"Sometimes ServiceNow Customer Service Management lags, meaning the speed is low or there is a delay in operations."
"ServiceNow Customer Service Management works fine for me, for now, so there isn't any room for improvement I see in it. In the next release of the tool, I'd like users to be able to download all reports because as a user, I can only download a limited number of reports from ServiceNow Customer Service Management, but my management team can do so. I'm unsure if it's a feature that's included in the tool or not."
"The product does not cater to businesses of every scale and budget."
"The pricing must be more flexible."
"The product's AI feature should be improved."
"I do not have any notes for improvements."
"The product lacks customization capabilities. In the future, the product should include more options for customization to be able to meet the demands of the customers."
"The price could be better. ServiceNow should price products more reasonably."
 

Pricing and Cost Advice

"My organization pays for the license, and I do not know how much it costs."
"It's kind of pricey. It's about $50 or $60 per user."
"Microsoft often encourages customers to commit to multi-year enterprise-level agreements, such as three or five-year deals with a minimum commitment of, for example, $200,000 dollars. However, in order to acquire more customers, I believe Microsoft should offer this same rate for one-year commitments for customers who want to experience it."
"Microsoft Dynamics CRM is slightly cheaper than Salesforce today. Pricing for the solution is pretty aggressive in the market."
"The cost depends on a number of factors, so whoever is implementing it will need to take that into consideration before it is done."
"Dynamics CRM's pricing is fair."
"The annual license for Microsoft Dynamics CRM could be reduced, it is expensive."
"Microsoft Dynamics CRM is very affordable if you use the yearly subscription."
"ServiceNow Customer Service Management is expensive. It's one of the most costly CSM options in the marketplace."
"The product has a premium price"
"I rate the product's pricing a five on a scale of one to ten, where one is cheap, and ten is expensive. The solution is neither cheap nor expensive."
"I rate the tool's pricing a six out of ten."
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Top Industries

By visitors reading reviews
Computer Software Company
12%
Government
11%
Financial Services Firm
11%
Manufacturing Company
8%
Educational Organization
25%
Computer Software Company
8%
Financial Services Firm
8%
Manufacturing Company
7%
 

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 ServiceNow Customer Service Management?
We can integrate different technologies in ServiceNow Customer Service Management. An organization would like to offer a digital transformative experience to its employees and customers, which the ...
 

Also Known As

Dynamics CRM, MS Dynamics CRM
ServiceNow CSM
 

Overview

 

Sample Customers

Metro Bank, Nissan, Pandora, Delta, Haynes International, City of London, Trek and many more market leaders.
Siemens Healthineers, SAP SuccessFactors, Asurion
Find out what your peers are saying about Microsoft Dynamics CRM vs. ServiceNow Customer Service Management and other solutions. Updated: March 2025.
845,040 professionals have used our research since 2012.