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, 93% of Microsoft users are willing to recommend the solution, compared to 90% of Zoho users who would recommend it.

Microsoft Dynamics CRM

Read 78 Microsoft Dynamics CRM reviews

555 Views
549 Comparison Views

93% 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: April 2025).

Buyer's Guide

Microsoft Dynamics CRM vs. Zoho Desk

April 2025

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Helped 848,716 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

"The most valuable feature of Microsoft Dynamics CRM is its integration with Outlook and other Microsoft products like Microsoft 365, which includes emails, Teams, and SharePoint."

"The control that we have of a process and the ability to have everything recorded from the beginning to the end of the process have been the most valuable features."

"The most valuable feature of Microsoft Dynamics CRM is that it is a low-code platform and we can perform business process management."

"The integration of all data within Microsoft Dynamics CRM, including customer and lead management, is very beneficial."

"The support is brilliant. All OEMs are pretty helpful."

"The solution is versatile and customizable."

"The most valuable feature is that it's easy to use and can work with any Microsoft solution without problems."

"The most valuable feature of Microsoft Dynamics CRM is its ease of use."

More Microsoft Dynamics CRM pros

"The product has a lot of features."

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

"The initial setup is easy."

"It is a scalable platform."

"Zoho Desk is very flexible, just like the other applications of Zoho."

"The solution doesn't have any bugs."

"Zoho Desk offers a wide range of features that allow integration with different systems, enhancing ease of use."

"Good at capturing online inquiries has portal functionality, and is very good at managing inbound customer inquiries."

More Zoho Desk pros

Cons

"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."

"My company's biggest challenge with Microsoft Dynamics CRM is wanting to market solely to leads without having to create a contact and link the contact to the lead. From a marketing standpoint, there's room for improvement in the lead process of Microsoft Dynamics CRM."

"In terms of the performance, when it comes to loading a large volume of data, it's slow at times, so the system could be optimized."

"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."

"The integration capability with other systems could be improved, particularly the Lead Generation system."

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

"The solution should improve the user experience in the process of creating and activating offers."

"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."

More Microsoft Dynamics CRM cons

"The solution urgently needs improvement in the display's night mode. When we use the system for a long time, it's very stressful for our eyes. I also need to see improvements that can help to find the assets under a previous owner."

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

"I would like to have integrated support, and integration between the ticketing tool and the project management tool."

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

"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."

"Zoho Desk lacks lookup fields for the layouts."

More Zoho Desk cons

Pricing and Cost Advice

"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's price is too high."

"Microsoft Dynamics CRM is slightly cheaper than Salesforce today. Pricing for the solution is pretty aggressive in the market."

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

"Microsoft Dynamics CRM is an expensive solution. However, most good CRMs are expensive."

"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."

"The annual license for Microsoft Dynamics CRM could be reduced, it is expensive."

"We have deployed the cloud-based version and it is a subscription and the price is based on the number of users using it."

More Microsoft Dynamics CRM pricing and cost advice

"The solution costs INR 8400 per user."

"The solution is relatively cheap. However, there are additional licensing fees involved."

"Zoho Desk is a cost-effective solution."

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

"Zoho Desk's pricing is more flexible."

"Regarding pricing, it's 35 USD per user a year and 45 USD per user a month. Under the price, I have access to all Zoho products since it all falls under Zoho One's package."

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

"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

13%

Government

11%

Financial Services Firm

10%

Manufacturing Company

Educational Organization

54%

Computer Software Company

11%

Manufacturing Company

Government

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?

Microsoft Dynamics CRM needs improvement in simplifying the setup and configuration process, which can be relatively complex when we want all features to work properly. It is one area where the com...

See all answers

What is your primary use case for Microsoft Dynamics CRM?

We use Microsoft Dynamics CRM ( /products/microsoft-dynamics-crm-reviews ) for opportunity management and a traditional CRM approach for managing customer and client relationships. Although we have...

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 21% of the time

ServiceNow vs Microsoft Dynamics CRM

Compared 20% of the time

Salesforce Sales Cloud vs Microsoft Dynamics CRM

Compared 16% of the time

Siebel CRM vs Microsoft Dynamics CRM

Compared 10% of the time

ServiceNow Customer Service Management vs Microsoft Dynamics CRM

Compared 4% of the time

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Compared 48% 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 8% of the time

ConnectWise PSA vs Zoho Desk

Compared 7% of the time

More Zoho Desk Competitors

Product Reports

Buyer's Guide

Microsoft Dynamics CRM

April 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

April 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: April 2025.

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