I use Microsoft Dynamics CRM because of its flexible design.
CISO/FG at a educational organization with 5,001-10,000 employees
Flexible design enhances usability but data restoration needs improvement
Pros and Cons
- "The flexible design is highly usable, and I have seen time-saving benefits from using this solution."
- "During a period of time, restoring data and maintaining it could be better in Microsoft Dynamics CRM."
What is our primary use case?
How has it helped my organization?
Microsoft Dynamics CRM provides significant time-saving benefits.
What is most valuable?
The flexible design is highly usable, and I have seen time-saving benefits from using this solution.
What needs improvement?
During a period of time, restoring data and maintaining it could be better in Microsoft Dynamics CRM.
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Microsoft Dynamics CRM
January 2025
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For how long have I used the solution?
I have been using Microsoft Dynamics CRM for approximately three years.
What do I think about the stability of the solution?
I would rate the stability of Microsoft Dynamics CRM as an eight out of ten.
What do I think about the scalability of the solution?
I would rate the scalability of Microsoft Dynamics CRM as an eight out of ten.
How are customer service and support?
I rate the technical support from Microsoft Dynamics CRM as a seven out of ten.
How would you rate customer service and support?
Neutral
Which solution did I use previously and why did I switch?
Before Microsoft Dynamics CRM, we used our own old solution. We switched to Microsoft Dynamics CRM due to its greater flexibility.
How was the initial setup?
The initial setup of Microsoft Dynamics CRM was in between straightforward and complex.
What about the implementation team?
The deployment was carried out by a consultant.
What's my experience with pricing, setup cost, and licensing?
The pricing and licensing model we use is Enterprise licensing.
What other advice do I have?
I would recommend Microsoft Dynamics CRM as it is very usable.
I'd rate the solution seven out of ten.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Last updated: Nov 28, 2024
Flag as inappropriateIT manager at Koleksiyon
A simple and user-friendly tool that is scalable and provides many customized features
Pros and Cons
- "The product is user-friendly."
- "The product is very old."
What is our primary use case?
The salespeople in our organization use the product. It is connected to SAP. Our consultants use many of the customized features.
What is most valuable?
The product is quite good. The product is user-friendly.
What needs improvement?
The product is very old. We just pray that it works somehow. The product must be integrated with the cloud.
For how long have I used the solution?
I have been using the solution for ten years.
What do I think about the stability of the solution?
The tool’s stability is good, but it is old. So, we might have to replace it.
What do I think about the scalability of the solution?
We have 50 users in our organization. The tool is scalable.
Which solution did I use previously and why did I switch?
We used SAP CRM. It was very problematic, so we switched to Microsoft Dynamics CRM.
What other advice do I have?
I would recommend the solution to others. It is a simple tool. Overall, I rate the solution an eight out of ten.
Which deployment model are you using for this solution?
On-premises
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Buyer's Guide
Microsoft Dynamics CRM
January 2025
Learn what your peers think about Microsoft Dynamics CRM. Get advice and tips from experienced pros sharing their opinions. Updated: January 2025.
832,138 professionals have used our research since 2012.
Technology, Tools, & Solutions - Program Manager at a consultancy with 501-1,000 employees
Beneficial third-party application integration, reliable, but customization could improve
Pros and Cons
- "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."
- "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."
What is our primary use case?
We use Microsoft Dynamics CRM for our opportunity tracking system. Anytime we have sales opportunities, we integrate the solution with our quoting software. The quote is generated and all the details flow into our Microsoft Dynamics CRM, which then builds our pipeline. We're able to integrate it with other Microsoft forms and our Dynamics SL Accounting system.
How has it helped my organization?
When a sale is made or an award is given it is entered into the Dynamics SL Accounting system and we filter the sales report which helps us do better forecasting for our financials for the year.
What is most valuable?
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.
What needs improvement?
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.
For how long have I used the solution?
I have been using Microsoft Dynamics CRM for approximately three years. My company has been using the solution for approximately seven years.
What do I think about the stability of the solution?
The stability of Microsoft Dynamics CRM is fairly good, it doesn't tend to break, it has reliable access. We have a number of users all working remotely, it handles and balances the workloads.
What do I think about the scalability of the solution?
There are some challenges with stability for Microsoft Dynamics CRM. However, we could not be fully utilizing the features to archive. For example, when using list items there is a lot of times we have data that goes in, and it just stays there. It's a manual process to remove some of the items. It would be good to have some kind of a better cleanup and archiving function.
How are customer service and support?
I haven't dealt with the tech support. I know that Microsoft tends to be not the easiest to deal with. You have to keep paying more for higher levels of Premium Support instead of having support from the beginning.
How was the initial setup?
The initial setup is somewhat complex.
What was our ROI?
We have received a high ROI from using Microsoft Dynamics CRM considering it's such a vital part of our organization's entire operations and its ability to consistently be upgraded to have new features and benefits and integrations with emerging software.
I would rate Microsoft Dynamics CRM ROI value a nine out of ten.
What's my experience with pricing, setup cost, and licensing?
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.
What other advice do I have?
My advice to others wanting to implement this solution is to make sure that they have a proper enterprise architecture. If you're starting out small, make sure you fully understand the different use cases, because you may end up overpaying for features that are never put into use.
I would recommend the professional services and training for implementation, to allow the staff to receive the knowledge of how to do some of the customizations. It does require some change management across the organization in terms of how to use fields, and all the different touchpoints. It's a pretty good database, it is not perfect, but it is the mid-range level solution. There are automation features that could improve, but with certain software, you can integrate to have it managed some automation in the background.
I rate Microsoft Dynamics CRM a seven out of ten.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Feature rich, customizable, and integrates well
Pros and Cons
- "Microsoft Dynamics CRM is a comprehensive solution and is well-integrated into other Microsoft solutions, including ERP solutions. Additionally, it is feature-rich."
- "I have contacted support. They are able to help but not in the right amount of time. I have had a horrible experience."
What is our primary use case?
Microsoft Dynamics CRM is used for potential lead opportunities. Generally, salespeople use it.
What is most valuable?
Microsoft Dynamics CRM is a comprehensive solution and is well-integrated into other Microsoft solutions, including ERP solutions. Additionally, it is feature-rich.
For how long have I used the solution?
I have been using Microsoft Dynamics CRM for approximately 14 years.
What do I think about the stability of the solution?
Microsoft Dynamics CRM is an extremely stable solution.
What do I think about the scalability of the solution?
This solution is made from the ground up to be scalable.
We have approximately 50 sales and marketing employees using this solution mostly.
Microsoft Dynamics CRM is not suitable for small businesses. It is suitable for large-sized businesses. If they could make a version for smaller-sized businesses that would be helpful. There are a lot of smaller businesses that do not need the full features of Microsoft Dynamics CRM that could benefit from another version.
How are customer service and support?
I have contacted support. They are able to help but not in the right amount of time. I have had a horrible experience.
I rate the support from Microsoft Dynamics CRM a one out of ten.
How would you rate customer service and support?
Negative
How was the initial setup?
The deployment of Microsoft Dynamics CRM is not difficult because it is a cloud solution. However, the configuration of the solution is complex. You have to go through some processes to map it to the customer's needs. It's not an out-of-the-box functional solution.
The customization may take time, and depending on the customer's needs it may take a few weeks to a few months or longer to complete.
What was our ROI?
We have received an ROI from this solution though the price of this solution can be high.
What's my experience with pricing, setup cost, and licensing?
Microsoft Dynamics CRM is an expensive solution. However, most good CRMs are expensive.
The cost of the solution is a per-user, license-based model. The cost depends on the number of users that are using it. This is beneficial if your company only has five users, you only have to pay for those five and not a higher price, such as other pricing models from other vendors.
Which other solutions did I evaluate?
We choose this solution over others because of the deployment, availability, scalability, and resilience of the solution. Not a lot of other vendors can offer these features. Salesforce can offer these features, but no one else. Its availability in a lot of parts of the world is a key feature. It's available anywhere, where a lot of other solutions are not due to certain restrictions. Additionally, there are a lot of engineers available for the implementation of Microsoft Dynamics CRM. That is not true for the other solutions.
What other advice do I have?
This solution covers all the bases. It's very dynamic, customizable, and very reliable. All the general features you would look for in a CRM are available in this solution.
I rate Microsoft Dynamics CRM an eight out of ten.
Disclosure: My company has a business relationship with this vendor other than being a customer: customer/partner
Principal Engineer at CRITICAL Software
CRM that provides useful dashboards to track KPIs and other performance metrics
Pros and Cons
- "The most useful feature that this solution provides is the ability to make dashboards for the business easily as our company is managed using KPIs and metrics."
- "Overall, the solution could be made to be more user friendly."
What is our primary use case?
We use this solution for customer relationship management. We have all our business opportunities listed in the solution as well as all our customers. This CRM allows us to manage our business opportunities in each lifecycle.
What is most valuable?
The most useful feature that this solution provides is the ability to make dashboards for the business easily as our company is managed using KPIs and metrics. It provides accurate metrics about what we sold and our future pipelines. That's very important for the way we run our business.
What needs improvement?
Overall, the solution could be made to be more user friendly.
For how long have I used the solution?
We have been using this solution for four years.
What do I think about the stability of the solution?
This solution is stable.
What do I think about the scalability of the solution?
This solution is scalable.
Fortunately, our business has grown a lot but this has caused some user experience problems such as duplication of opportunities. However, the solution automatically picks up any of these instances and prevents multiple identical entries by different users.
How was the initial setup?
I was not part of the initial setup but I believe it was straightforward. The deployment of the solution was quite easy and took one month.
What other advice do I have?
The would recommend that those looking at using this solution take the time to explore it and configure it in the way it relates best to their business.
I would rate this solution a seven out of ten.
Which deployment model are you using for this solution?
Private Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Microsoft Azure
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Market Response Coordinator at a financial services firm with 201-500 employees
Allows you to work with segments and is scalable and stable
Pros and Cons
- "The feature I like best in Microsoft Dynamics CRM is being able to market to segments instead of choosing individual people to market to."
- "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."
What is our primary use case?
We use Microsoft Dynamics CRM for marketing and sales, for example, for basic contact and lead management and email marketing.
What is most valuable?
The feature I like best in Microsoft Dynamics CRM is being able to market to segments instead of choosing individual people to market to.
What needs improvement?
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 the next version of Microsoft Dynamics CRM, I'd like to see built-in tutorials because the solution isn't as user-friendly in some aspects, for example, building segments you may not be familiar with. Microsoft Dynamics CRM seems to be designed for engineers, not necessarily for people with marketing or sales backgrounds or who may not have that many technical skillsets or backgrounds.
For how long have I used the solution?
I've been using Microsoft Dynamics CRM since the day I started working in the company, which is about a year and a half. I'm unsure how long the company's been using Microsoft Dynamics CRM.
What do I think about the stability of the solution?
Overall, Microsoft Dynamics CRM is a stable solution.
What do I think about the scalability of the solution?
Microsoft Dynamics CRM is a scalable solution.
How are customer service and support?
I've never contacted the technical support team for Microsoft Dynamics CRM.
How was the initial setup?
I wasn't involved in the initial setup and deployment of Microsoft Dynamics CRM, so I have no information on how complex or straightforward the process was.
What about the implementation team?
The implementation of Microsoft Dynamics CRM was in-house.
What was our ROI?
My company has seen ROI from Microsoft Dynamics CRM.
What's my experience with pricing, setup cost, and licensing?
I'm not aware of any licensing costs for Microsoft Dynamics CRM.
What other advice do I have?
I have firsthand experience with Microsoft Dynamics CRM. It's the solution my company uses.
I'm using the latest version of Microsoft Dynamics CRM. The solution is deployed on the cloud.
In the company, the number of people using Microsoft Dynamics CRM daily is between one hundred fifty to two hundred. Between five to ten people, particularly specialists, take care of general maintenance and submit support tickets for Microsoft Dynamics CRM.
My advice to others looking into implementing Microsoft Dynamics CRM is that it's a valuable tool. Still, it would be best to have either a team onsite or a third-party vendor familiar with setup and deployment.
I'd rate Microsoft Dynamics CRM as eight out of ten.
My company is a gold-level partner and reseller of Microsoft Dynamics CRM and other Microsoft applications.
Which deployment model are you using for this solution?
Public Cloud
Disclosure: My company has a business relationship with this vendor other than being a customer: Partner and reseller
Data Protection & Archiving Solution Architect at a tech services company with 51-200 employees
The solution is easy to deploy, stable, and scalable
Pros and Cons
- "The most valuable feature is the reporting tab."
- "The solution's interface has room for improvement."
What is most valuable?
The most valuable feature is the reporting tab.
What needs improvement?
The solution's interface has room for improvement.
For how long have I used the solution?
I have been using the solution for two years.
What do I think about the stability of the solution?
I give the stability of Microsoft Dynamics CRM a nine out of ten.
What do I think about the scalability of the solution?
I give the scalability of Microsoft Dynamics CRM a nine out of ten.
How was the initial setup?
I give the initial setup an eight out of ten. The solution required two days to deploy.
What's my experience with pricing, setup cost, and licensing?
I give the price of the solution an eight out of ten.
What other advice do I have?
I give the solution a nine out of ten.
We have 25 people using the solution in our organization.
I recommend Microsoft Dynamics CRM to all customers.
Which deployment model are you using for this solution?
On-premises
Disclosure: I am a real user, and this review is based on my own experience and opinions.
The integration of all data within Microsoft Dynamics CRM, including customer and lead management, is very beneficial
Pros and Cons
- "The integration of all data within Microsoft Dynamics CRM, including customer and lead management, is very beneficial."
- "There is room for improvement in handling nonlinear sales processes and complex quoting."
What is our primary use case?
I am involved in sales, service, and project management projects using Microsoft Dynamics CRM. I use it for customer interactions and recommend it to my clients.
What is most valuable?
The integration of all data within Microsoft Dynamics CRM, including customer and lead management, is very beneficial. I find the sales system and operations, field service, and project service for the teams and managers to be significant for managing different customer interactions.
What needs improvement?
There is room for improvement in handling nonlinear sales processes and complex quoting. Also, improvements could be made in the customization needed for the order acceptance process and the sales afterward.
For how long have I used the solution?
Since the year two thousand ten, I have been using the solution primarily from the customer side.
How are customer service and support?
There could be improvements in their technical support, particularly regarding Microsoft Dynamics CRM.
How would you rate customer service and support?
Neutral
How was the initial setup?
Setting up Microsoft Dynamics CRM is not always straightforward. It may require third-party extensions to effectively operate according to one's needs.
What about the implementation team?
Partners often say, 'It's not in the product, but we can build it for you.' However, the success ratio is not very high, so finding the right partner is crucial.
What was our ROI?
Microsoft Dynamics CRM has contributed positively to customer retention.
What's my experience with pricing, setup cost, and licensing?
The licensing model is considered affordable.
What other advice do I have?
It is crucial to find partners offering the right kind of third-party extensions. I occasionally have to remind others that nonlinear sales and complex processes occur between customer order acceptance and sales completion, often requiring numerous customizations.
I'd rate the solution eight out of ten.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Last updated: Nov 26, 2024
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