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Microsoft Dynamics CRM vs SugarCRM Platform 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
Ranking in Sales Force Automation
2nd
Average Rating
7.8
Reviews Sentiment
7.0
Number of Reviews
76
Ranking in other categories
Local Government CRM (1st), Marketing Management (2nd)
SugarCRM Platform
Ranking in CRM Customer Engagement Centers
9th
Ranking in CRM
26th
Ranking in Sales Force Automation
10th
Average Rating
7.0
Reviews Sentiment
6.5
Number of Reviews
12
Ranking in other categories
Marketing Automation (8th)
 

Mindshare comparison

As of January 2025, in the CRM Customer Engagement Centers category, the mindshare of Microsoft Dynamics CRM is 26.1%, up from 25.3% compared to the previous year. The mindshare of SugarCRM Platform is 2.2%, up from 1.5% compared to the previous year. It is calculated based on PeerSpot user engagement data.
CRM Customer Engagement Centers
 

Featured Reviews

Arun Srivastav - PeerSpot reviewer
Easy to use and integrates well with emails, WhatsApp, and SMS gateways
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.
Styliana Araouzou - PeerSpot reviewer
Customizable, easy to configure, and reliable
My company is considered a customer and an end-user. I'm not sure which version of the solution we're using right now. It's a company that offers lots of user manuals and you can find most of your stuff there before starting development. I'd advise potential new users to go through everything. I would rate the solution an eight out of ten. By default, it comes with a really good model where you can start working with it without having a lot of developers in your team. It's a system that includes everything related to the client and you can see everything under one screen without having a different product or system. It's been great, for the most part.

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 feature of Microsoft Dynamics CRM is its performance."
"We are able to effectively follow up on requests, ensuring all customer issues are resolved in a timely manner. This solution provides a platform where there is visibility of all customer interactions, with efficient follow-up."
"Dynamics is a complete tool that helps the company measure and track sales, orders, current customers, and the sales pipeline."
"The most valuable feature of Microsoft Dynamics CRM has to be its interface...Microsoft Dynamics CRM has a user-friendly platform."
"The most valuable feature of Microsoft Dynamics CRM is the flexibility with Microsoft Office 365."
"The most valuable feature is that because this solution uses the cloud, you only have to install it and allocate it to a user, making it quite easy to use."
"The solution is scalable."
"The solution is versatile and customizable."
"The most valuable features of Sugar Enterprise are the exports of graphics, statuses, complaints, and tasks."
"The most valuable aspect of this solution is its low cost."
"The most valuable feature is relation capability, which allows us to relay customers with invoice orders."
"The most valuable features of the SugarCRM platform include its flexibility in customizing fields, layouts, and dashboards."
"It works well with Jira. You can customize it to fit your needs."
"It has sales email campaigns, plus integration with Active Directory."
 

Cons

"Out of the box, the solution doesn't really have a desirable user experience. We have to set it up and customize it to meet our needs."
"The approvals component of Dynamics is complex. It isn't very easy to generate approvals between different departments."
"It could be less complicated for smaller organizations."
"Microsoft Dynamics CRM's customer support could be improved as tickets usually take a long time to resolve."
"The solution's interface has room for improvement."
"If there was a bit more automation, specifically for marketing tasks, that would be ideal."
"Microsoft Dynamics CRM could improve by being more user-friendly and having a better design. I have used Service Desk and it is not user-friendly but this solution is worse. The graphical interface is not intuitive, you need someone to guide you or you will have difficulties navigating around to find the file you need. The data we are normally dealing with is boring enough and the interface could be more attractive and more exciting. The tabs and arrangement could be done better to be more user-friendly. Microsoft Excel, PowerPoint, and Word are fine and Microsoft should extend their user-friendliness and intuitiveness to Microsoft Dynamics."
"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."
"I would appreciate it if SugarCRM could support us in on-premise implementation."
"You cannot include all your entities under one instance at the moment."
"While it is already user-friendly, a slight enhancement in UI design, especially in terms of color combinations, could make the platform more visually appealing and comfortable to use."
"I would like to see more integration on a mobile platform in the next release."
"In the next release, I would like to see personalization of information about customers or specific businesses or opportunities."
"It lacks customization, and this is the main reason that we are switching to a different solution."
"Sugar Enterprise could improve by removing bugs and glitches. For example, a comment was made but in the comment section, it was never displayed. However, the problems we faced might not be the fault of the solution."
 

Pricing and Cost Advice

"The solution is expensive."
"We have to buy a separate license in order to implement the social listening feature."
"I give the price of the solution an eight out of ten."
"On a scale from one to ten with one being expensive and ten being of great value, I would rate Microsoft Dynamics CRM at six on pricing."
"Microsoft Dynamics CRM is a little expensive solution."
"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."
"We have a three-year ELA with all our Microsoft solutions and often we had to do a true-up which was approximately $1,000,000. Additionally, we pay approximately $2,500 a month for support."
"Microsoft Dynamics CRM's price is too high."
"Licensing fees are paid on a yearly basis."
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Top Industries

By visitors reading reviews
Computer Software Company
13%
Financial Services Firm
11%
Government
10%
Manufacturing Company
8%
Educational Organization
46%
Computer Software Company
12%
Financial Services Firm
7%
Real Estate/Law Firm
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 Sugar Enterprise?
The most valuable features of the SugarCRM platform include its flexibility in customizing fields, layouts, and dashboards.
What is your experience regarding pricing and costs for Sugar Enterprise?
All are almost the same pricing. Maybe the cheapest is Salesforce, I believe.
What needs improvement with Sugar Enterprise?
The only challenge was that we implemented it in our on-premise data center instead of using it in the cloud. That was a little bit of a challenge. But it was overcome with the help of SugarCRM com...
 

Also Known As

Dynamics CRM, MS Dynamics CRM
No data available
 

Overview

 

Sample Customers

Metro Bank, Nissan, Pandora, Delta, Haynes International, City of London, Trek and many more market leaders.
Redglaze Group, TengoInternet, Hilco, Bancvue, Vet Adivsor
Find out what your peers are saying about Microsoft Dynamics CRM vs. SugarCRM Platform and other solutions. Updated: January 2025.
831,881 professionals have used our research since 2012.