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Microsoft Dynamics CRM pros and cons

Vendor: Microsoft

3.9 out of 5

75 reviews
92% willing to recommend

1,848 followers

Pros & Cons summary

Microsoft Dynamics CRM is known for its stability and scalability, integrating well with Microsoft tools and third-party apps. While it offers user-friendly customization and robust security features, its automation and integration capabilities require improvement. Performance issues and complex setup processes are notable drawbacks. Despite comprehensive features like customer engagement and contact management, it faces challenges in support response times and lead management, impacting marketing efficiency without mandatory contact creation.

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Prominent pros & cons

PROS

Microsoft Dynamics CRM effectively helps manage and track sales, orders, customers, and sales pipelines.

It offers extensive integration capabilities, especially with third-party software and other Microsoft solutions.

The platform provides valuable features such as configurability and scalable cloud deployment.

It enhances operational efficiency with features like dashboard creation and KPI management.

Microsoft Dynamics CRM supports robust data integration, enabling comprehensive customer management.

CONS

Microsoft Dynamics CRM needs more automation for marketing tasks and improved customization capabilities.

Mobile compatibility and support for non-Microsoft email servers require enhancements.

Integration with other systems, including Slack and SharePoint, should be more seamless.

Customer support response times could be faster, with more accessible and comprehensive technical support.

Performance improvements are needed, particularly in loading large datasets and scalability.

Microsoft Dynamics CRM Pros review quotes

Rishabh Chhajer

Head IT at Dhani

Mar 9, 2023

Compared to other partners, the most valuable aspect of Microsoft Dynamics CRM is its intuitive APIs, which are customizable and allow for the addition of multiple parameters and attributes. This feature enhances the purpose call in our services. Additionally, the learning curve for contact center agents using Microsoft Dynamics CRM is shorter than with other solution providers. Finally, the commercial aspects of Microsoft Dynamics CRM are superior to those of other solution providers.

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Director at T-Systems International GmbH

Feb 15, 2024

The support is brilliant. All OEMs are pretty helpful.

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CRM Analytics Lead-Consumer Insights at a retailer with 1,001-5,000 employees

May 31, 2022

The way it effectively works with the array of other Microsoft tools, such as Azure, is valuable. It works very well with the use of data linking and things like that. Overall, it is a great overall tool to have an effective understanding of the transactional background of each of our customers.

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Microsoft Dynamics CRM

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SB

Project Manager at a financial services firm with 201-500 employees

May 20, 2022

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.

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CEO at Planfirma Technologies Private Limited

Feb 19, 2024

The most valuable feature of Microsoft Dynamics CRM is the campaign feature.

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Business Development Manager at Artech2000

Jul 18, 2023

The most valuable feature of Microsoft Dynamics CRM has to be its interface...Microsoft Dynamics CRM has a user-friendly platform.

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Govind Narasimhan

Senior Enterprise Architect at Verizon

Aug 16, 2024

For me, the most helpful functionalities in Microsoft Dynamics CRM are customer engagement, contact management, opportunity management, and order management. The service management features, including ticket management and handling complaints from the call center, are also very useful. One of the key benefits is the faster time to market, as it allows for quicker product delivery and better customer management. The tool also improves customer interaction through the service center, leading to better adherence to KPIs.

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SB

Project Manager at a financial services firm with 201-500 employees

Jul 23, 2018

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.

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SO

Operational Risk Analyst at a financial services firm with 5,001-10,000 employees

Oct 5, 2021

I have used many Microsoft solutions and I am comfortable using the solution. Additionally, it is secure.

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reviewer1439424

Technology, Tools, & Solutions - Program Manager at a consultancy with 501-1,000 employees

Dec 7, 2021

The most valuable features are the integration capabilities with other third-party software. It has an easy user interface and in terms of security, it has permission-based access for different users.

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Microsoft Dynamics CRM Cons review quotes

Rishabh Chhajer

Head IT at Dhani

Mar 9, 2023

Microsoft Dynamics CRM could improve by making the ports and dashboards more intuitive using Microsoft Azure analytical features. Compared to Salesforce and other partners, the dashboards in Microsoft Dynamics CRM are less intuitive.

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Director at T-Systems International GmbH

Feb 15, 2024

A built-in automation engine to automate parts of workflows would be beneficial. That's the feature I'd be most happy to see expanded. It's currently tagged as simple automation, but I'd love some predictive capability.

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CRM Analytics Lead-Consumer Insights at a retailer with 1,001-5,000 employees

May 31, 2022

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.

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Microsoft Dynamics CRM

Free Report: Microsoft Dynamics CRM Reviews and More

Learn what your peers think about Microsoft Dynamics CRM. Get advice and tips from experienced pros sharing their opinions. Updated: December 2024.

824,053 professionals have used our research since 2012.

SB

Project Manager at a financial services firm with 201-500 employees

May 20, 2022

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.

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CEO at Planfirma Technologies Private Limited

Feb 19, 2024

Microsoft Dynamics CRM would be far superior if it had an analytical dashboard and AI-based systems.

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Business Development Manager at Artech2000

Jul 18, 2023

It lacks to provide a more detailed profile of the customer, which would have been better and more useful.

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Govind Narasimhan

Senior Enterprise Architect at Verizon

Aug 16, 2024

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.

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SO

Operational Risk Analyst at a financial services firm with 5,001-10,000 employees

Oct 5, 2021

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.

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reviewer1439424

Technology, Tools, & Solutions - Program Manager at a consultancy with 501-1,000 employees

Dec 7, 2021

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.

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SR

Senior Manager at Arcana

Aug 29, 2022

The main issue with Microsoft Dynamics CRM is that its GUI isn't very attractive. Overall, the solution has the same functionalities as other CRMs such as Salesforce, but Salesforce is much simpler to use. Microsoft Dynamics CRM is complicated to use, and this is another area for improvement. It was also more difficult to set up the solution, so its setup could still be improved. What I'd like to see in the next version of Microsoft Dynamics CRM is a cleaner user interface because currently, it looks messy to me. Salesforce CRM has a better, more simplified user interface that makes it easier for you to get what you need, while in Microsoft Dynamics CRM, you have to put in a lot of effort to get things done.

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Product Categories

Product Categories

CRM Customer Engagement Centers

Local Government CRM

Marketing Management

Sales Force Automation

Popular Comparisons

Popular Comparisons

Zendesk vs Microsoft Dynamics CRM

Salesforce Service Cloud vs Microsoft Dynamics CRM

Oracle Fusion Service vs Microsoft Dynamics CRM

Pega CRM vs Microsoft Dynamics CRM

Freshsales vs Microsoft Dynamics CRM

ServiceNow Customer Service Management vs Microsoft Dynamics CRM

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eGain Solve vs Microsoft Dynamics CRM

BSI vs Microsoft Dynamics CRM

See all alternatives

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