Microsoft Dynamics CRM vs Zoho Desk comparison

Microsoft and Zoho are both solutions in the CRM Customer Engagement Centers category. Microsoft is ranked #1 with an average rating of 8.1, while Zoho is ranked #6 with an average rating of 8.3. Microsoft holds a 25.8% mindshare in CCEC, compared to Zoho’s 1.5% mindshare. Additionally, 92% of Microsoft users are willing to recommend the solution, compared to 90% of Zoho users who would recommend it.

Microsoft Dynamics CRM

Read 76 Microsoft Dynamics CRM reviews

555 Views
549 Comparison Views

92% willing to recommend

Zoho Desk

Read 20 Zoho Desk reviews

70 Views
41 Comparison Views

90% willing to recommend

Microsoft Dynamics CRM

Zoho Desk

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Executive Summary

We performed a comparison between Microsoft Dynamics CRM and Zoho Desk based on real PeerSpot user reviews.

Find out in this report how the two CRM Customer Engagement Centers solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.

To learn more, read our detailed Microsoft Dynamics CRM vs. Zoho Desk Report (Updated: March 2025).

Buyer's Guide

Microsoft Dynamics CRM vs. Zoho Desk

March 2025

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Helped 842,767 peers since 2012

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

Ranking in other categories

CRM (2nd), Local Government CRM (1st), Marketing Management (2nd), Sales Force Automation (2nd)

Zoho Desk

Ranking in CRM Customer Engagement Centers

6th

Average Rating

8.2

Reviews Sentiment

7.4

Number of Reviews

Ranking in other categories

Help Desk Software (7th)

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 Zoho Desk is 1.5%, down from 2.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Customer Engagement Centers

Featured Reviews

Rishabh Chhajer

Head IT at Dhani

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.

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Babatunde-Olugbode

Technical presales engineer at Avetium Consult Ltd

End-to-end solution to manage customer support tickets and consolidate all communication channels into one platform

For me, the valuable features are related to customer engagement because I want to ensure I don't miss any customer inquiries, no matter the channel. For example, I haven't seen any other platform that consolidates all channels into one console. That's a valuable feature to me. Then there's the pricing, which is better than Zendesk. Zendesk charges in USD per user, per month, whereas Zoho let us pay in Naira (Nigerian currency). Zoho can also identify user locations, letting you leverage existing reviews. These are valuable features that many organizations have adopted Zoho Desk for. We can download the mobile app to see requests and respond from anywhere. It is one of the most improved applications and widely integrated systems I've worked with. You can virtually integrate it with almost anything, like Microsoft Teams and other data applications. The marketplace lets you find native integrations. For example, we have an organization that uses multiple systems and wants to ensure agents don't log in to multiple platforms to see emails. They have a native integration system that takes care of that and works seamlessly.

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Quotes from Members

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

Pros

"Microsoft Dynamics CRM has the same features as Salesforce CRM, but what I like about the solution is that it's customizable. It's also one of the top-rated CRMs in the market. I also like that the coverage system of Microsoft Dynamics CRM is very, very broad, which means you can do a lot with it versus what you can do with Salesforce CRM."

"The history of engagement with our customers, including all conversations, has been most valuable when using this solution."

"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."

"Integration with other Microsoft tools is a good feature of Microsoft Dynamics CRM."

"The most valuable features of Microsoft Dynamics CRM are the accessibility of the service because we can access it either in the office or when we're out in the field."

"Microsoft Dynamics is user-friendly and intuitive. It's easy to understand how it works."

"Technical support is completely good."

"Working with all Microsoft products from one platform is very useful."

More Microsoft Dynamics CRM pros

"The most valuable features are that it's user-friendly, you can customize it the way you want it, and it is very easy to use. You don't need anybody else to configure it."

"The most valuable feature of Zoho Desk is the parent and child task management feature."

"The deployment process is swift, typically taking just one day, and includes customization and automation setup."

"It is a highly scalable solution. You can easily add more users through the portal within seconds."

"The product is quite stable."

"The solution doesn't have any bugs."

"The integration part is a valuable feature in the solution, especially if we're talking about Zoho One solution. Zoho Desk is easy to integrate with Zoho platform."

"The tool's UI is very user-friendly. The solution's workflow is flexible and we can create our workflows. We can assign and create groups with the tool. We are also able to control the privileges with the tool."

More Zoho Desk pros

Cons

"Microsoft Dynamics CRM can improve by having integration with Slack. Additionally, the solution is incomplete, and we must use other solutions to fulfill our needs."

"It would be a little bit easier if there were better ways to configure and modify native add-ins or plugins."

"The approvals component of Dynamics is complex. It isn't very easy to generate approvals between different departments."

"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."

"It could be less complicated for smaller organizations."

"Microsoft Dynamics could have better note-taking capabilities. It should have more preset options where you enter notes by clicking a box instead of writing them out."

"The price of Microsoft Dynamics CRM could improve."

"The solution could improve by having better integration documentation."

More Microsoft Dynamics CRM cons

"The solution should provide an option to autofill some values while creating tickets."

"I would want Zoho Desk to integrate Zoho CRM, Zoho SalesIQ , and Zoho Campaigns."

"Sometimes, the solution has some email issues in a new data center."

"The customization of modules and some blueprint in the solution are areas with shortcomings that need improvement."

"Zoho Desk should provide more integrations and improve the Zoho project integration."

"The main concern is the pricing of Zoho Desk, as I consider it to be on the expensive side."

"It could be easier to link Zoho Desk and Outlook."

"There is room for improvement with the pricing."

More Zoho Desk cons

Pricing and Cost Advice

"The solution is not expensive."

"Microsoft Dynamics CRM is very affordable if you use the yearly subscription."

"It is a very comprehensive package. We get everything from Access to D 365. We get Microsoft's suite of tools. I'm not too sure about the pricing, but I can't imagine it being cheap."

"We have to buy a separate license in order to implement the social listening feature."

"The cost depends on a number of factors, so whoever is implementing it will need to take that into consideration before it is done."

"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."

"Dynamics CRM's pricing is fair."

"I'm not aware of any licensing costs for Microsoft Dynamics CRM."

More Microsoft Dynamics CRM pricing and cost advice

"The gap is limited, but it should limit the price back bracket so that most start-ups can use it most effectively."

"The solution costs INR 8400 per user."

"The product costs $10 to $25 per user per month."

"Price-wise, Zoho Desk is about 35 USD a month per user."

"Zoho Desk is a cost-effective solution."

"Zoho Desk's pricing is more flexible."

"Zoho Desk's cost is pretty much okay."

"For what it does, it's quite cheap."

More Zoho Desk pricing and cost advice

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Top Industries

By visitors reading reviews

Computer Software Company

12%

Government

11%

Financial Services Firm

11%

Manufacturing Company

Educational Organization

59%

Computer Software Company

10%

Manufacturing Company

Media Company

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.

See all answers

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.

See all answers

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.

See all answers

What do you like most about Zoho Desk?

The most valuable features of Zoho Desk are archiving queries and analytics.

See all answers

What is your experience regarding pricing and costs for Zoho Desk?

The price point is a concern. The licensing model is quite easy, however, the pricing issue remains the main concern.

See all answers

What needs improvement with Zoho Desk?

The main concern is the pricing of Zoho Desk, as I consider it to be on the expensive side.

See all answers

Comparisons

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Compared 16% of the time

Siebel CRM vs Microsoft Dynamics CRM

Compared 10% of the time

Oracle CX Sales vs Microsoft Dynamics CRM

Compared 4% of the time

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Compared 56% of the time

ManageEngine ServiceDesk Plus vs Zoho Desk

Compared 11% of the time

JIRA Service Management vs Zoho Desk

Compared 9% of the time

Freshdesk vs Zoho Desk

Compared 9% of the time

ManageEngine SupportCenter Plus vs Zoho Desk

Compared 8% of the time

More Zoho Desk Competitors

Product Reports

Buyer's Guide

Microsoft Dynamics CRM

March 2025

Download Microsoft Dynamics CRM product report

Buyer's Guide

Zoho Desk

March 2025

Download Zoho Desk product report

Also Known As

Dynamics CRM, MS Dynamics CRM

No data available

Overview

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.

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

With Zoho Desk, agents become more productive, managers become more impactful, and customers become more empowered. It's customizable, convenient to use, and it doesn't cost you a fortune. Part of Zoho's 30-strong suite of business software, Zoho Desk brings you the power to put customer service at the heart of your company.

Zoho

Sample Customers

Metro Bank, Nissan, Pandora, Delta, Haynes International, City of London, Trek and many more market leaders.

Intel, Sears, Daimler, Essilor, Aon Hewitt, Shop Your Way, CoffeeRocket

Buyer's Guide

Microsoft Dynamics CRM vs. Zoho Desk

March 2025

Free Report: Microsoft Dynamics CRM vs. Zoho Desk

Find out what your peers are saying about Microsoft Dynamics CRM vs. Zoho Desk and other solutions. Updated: March 2025.

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