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Microsoft Dynamics CRM pros and cons

Vendor: Microsoft

3.9 out of 5

79 reviews
93% willing to recommend

Pros & Cons summary

Microsoft Dynamics CRM enables efficient customer issue resolution and comprehensive tracking of sales and interactions, making it ideal for enterprises. Its seamless integration with Office 365 and SharePoint streamlines operations despite limited customization and automation for marketing tasks. While offering permission-based user access, it demands lengthy setup and suffers from slow technical support, alongside improvement needs in connectivity with other systems, ultimately providing stable but less flexible performance.

Buyer's Guide

Get pricing advice, tips, use cases and valuable features from real users of this product.

Prominent pros & cons

PROS

Microsoft Dynamics CRM offers robust integration capabilities with third-party software and other Microsoft products like Office 365 and SharePoint.

Users appreciate the stability, scalability, and ease of deployment due to its software as a service nature, requiring minimal data center deployment.

The platform excels in customer interaction management, allowing comprehensive tracking of interactions and behaviors, leading to improved decision-making and service delivery.

Microsoft Dynamics CRM is highly customizable, allowing users to tailor functionalities to meet specific business needs, enhancing its adaptability and usefulness.

The CRM provides a 360-degree view of customers, improving engagement through features like contact management, opportunity management, order management, and service management.

CONS

Microsoft Dynamics CRM lacks extensive customization options, resulting in a highly pre-built system that can include unnecessary details.

There are challenges in integrating Microsoft Dynamics CRM with other systems, such as Slack, as well as a need for improved integration documentation.

Microsoft Dynamics CRM's automation features, especially in marketing tasks, are limited and could benefit from predictive capabilities.

Users encounter difficulties with Microsoft's support, often experiencing slow response times and insufficient technical assistance.

Performance and scalability are areas of concern, with slow data processing and limited scalability for larger data volumes.

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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Chief Digital Officer at Cipher7

Oct 15, 2025

The integration with the Microsoft suite, such as Office 365 and SharePoint, offers significant benefits for Microsoft Dynamics CRM, as ninety percent of organizations are already on the Microsoft suite, leading to quick integration and system setup.

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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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Microsoft Dynamics CRM

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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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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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CK

Cristina Kluger

Head Of Development at Aleman Software Group

Jul 14, 2025

The most valuable features of Microsoft Dynamics CRM are the out-of-the-box functionalities, particularly those around sales, field service, and project service, which are really good for medium customers, and the flexibility allowing users to change functionalities to fit specific business needs.

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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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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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Chief Digital Officer at Cipher7

Oct 15, 2025

Many customers feel the overheads of cost and ROI are not present, prompting them to consider migrating out of Microsoft Dynamics CRM or minimizing their footprint to manage costs effectively, especially in sectors such as banking and airline.

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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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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: October 2025.

872,029 professionals have used our research since 2012.

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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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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CK

Cristina Kluger

Head Of Development at Aleman Software Group

Jul 14, 2025

Sometimes the technical support for Microsoft Dynamics CRM is not qualified enough, and in some situations, we know the tool better than they do.

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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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