Top Rated
598 Ratings
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Score 7.9 out of 100
4 Ratings
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Score 9.7 out of 100

Likelihood to Recommend

Microsoft Dynamics 365

All told, if it hadn't been for the fact that we were testing it with both employees who knew CRM lingo and those who were new, we wouldn't have found such an issue. The program itself can be very useful for people who already manage CRMs, who know how to use them, who know how to run and manage employees on them, namely because of the "one-stop-shop" concept in data visibility. When it came down to it though, if you have high-turnover, then this product will devolve into only being used for it's base components. Down the middle, we found that the people who'd been in marketing for 4-5 years fell into the product easily because of the way it was written. Everyone before that, with novice experience, thought it was written like a textbook for a graduate class - little to no leeway if you don't happen to know one specific term
Patrick Stephens | TrustRadius Reviewer

Microsoft Dynamics RMS (Discontinued)

Like I said before, it's great to use when you have to manage multiple warehouses, multiple stores or multiple websites, or all of the above and you need to keep an up to date inventory for all locations. Once learned it will make anyone's job much easier to do each day.
Jeff Moriarty | TrustRadius Reviewer

Feature Rating Comparison

Sales Force Automation

Microsoft Dynamics 365
7.9
Microsoft Dynamics RMS (Discontinued)
Customer data management / contact management
Microsoft Dynamics 365
8.5
Microsoft Dynamics RMS (Discontinued)
Workflow management
Microsoft Dynamics 365
7.8
Microsoft Dynamics RMS (Discontinued)
Territory management
Microsoft Dynamics 365
8.0
Microsoft Dynamics RMS (Discontinued)
Opportunity management
Microsoft Dynamics 365
8.6
Microsoft Dynamics RMS (Discontinued)
Integration with email client (e.g., Outlook or Gmail)
Microsoft Dynamics 365
8.0
Microsoft Dynamics RMS (Discontinued)
Contract management
Microsoft Dynamics 365
7.4
Microsoft Dynamics RMS (Discontinued)
Quote & order management
Microsoft Dynamics 365
7.4
Microsoft Dynamics RMS (Discontinued)
Interaction tracking
Microsoft Dynamics 365
7.9
Microsoft Dynamics RMS (Discontinued)
Channel / partner relationship management
Microsoft Dynamics 365
7.9
Microsoft Dynamics RMS (Discontinued)

Customer Service & Support

Microsoft Dynamics 365
8.3
Microsoft Dynamics RMS (Discontinued)
Case management
Microsoft Dynamics 365
8.6
Microsoft Dynamics RMS (Discontinued)
Call center management
Microsoft Dynamics 365
7.9
Microsoft Dynamics RMS (Discontinued)
Help desk management
Microsoft Dynamics 365
8.4
Microsoft Dynamics RMS (Discontinued)

Marketing Automation

Microsoft Dynamics 365
7.9
Microsoft Dynamics RMS (Discontinued)
Lead management
Microsoft Dynamics 365
8.2
Microsoft Dynamics RMS (Discontinued)
Email marketing
Microsoft Dynamics 365
7.6
Microsoft Dynamics RMS (Discontinued)

CRM Project Management

Microsoft Dynamics 365
8.0
Microsoft Dynamics RMS (Discontinued)
Task management
Microsoft Dynamics 365
8.1
Microsoft Dynamics RMS (Discontinued)
Billing and invoicing management
Microsoft Dynamics 365
8.1
Microsoft Dynamics RMS (Discontinued)
Reporting
Microsoft Dynamics 365
7.7
Microsoft Dynamics RMS (Discontinued)

CRM Reporting & Analytics

Microsoft Dynamics 365
8.1
Microsoft Dynamics RMS (Discontinued)
Forecasting
Microsoft Dynamics 365
7.9
Microsoft Dynamics RMS (Discontinued)
Pipeline visualization
Microsoft Dynamics 365
8.5
Microsoft Dynamics RMS (Discontinued)
Customizable reports
Microsoft Dynamics 365
7.8
Microsoft Dynamics RMS (Discontinued)

Customization

Microsoft Dynamics 365
8.1
Microsoft Dynamics RMS (Discontinued)
Custom fields
Microsoft Dynamics 365
8.3
Microsoft Dynamics RMS (Discontinued)
Custom objects
Microsoft Dynamics 365
8.1
Microsoft Dynamics RMS (Discontinued)
Scripting environment
Microsoft Dynamics 365
8.1
Microsoft Dynamics RMS (Discontinued)
API for custom integration
Microsoft Dynamics 365
8.0
Microsoft Dynamics RMS (Discontinued)

Security

Microsoft Dynamics 365
8.9
Microsoft Dynamics RMS (Discontinued)
Single sign-on capability
Microsoft Dynamics 365
9.0
Microsoft Dynamics RMS (Discontinued)
Role-based user permissions
Microsoft Dynamics 365
8.8
Microsoft Dynamics RMS (Discontinued)

Social CRM

Microsoft Dynamics 365
7.6
Microsoft Dynamics RMS (Discontinued)
Social data
Microsoft Dynamics 365
7.5
Microsoft Dynamics RMS (Discontinued)
Social engagement
Microsoft Dynamics 365
7.7
Microsoft Dynamics RMS (Discontinued)

Integrations with 3rd-party Software

Microsoft Dynamics 365
8.1
Microsoft Dynamics RMS (Discontinued)
Marketing automation
Microsoft Dynamics 365
8.1
Microsoft Dynamics RMS (Discontinued)
Compensation management
Microsoft Dynamics 365
8.0
Microsoft Dynamics RMS (Discontinued)

Platform

Microsoft Dynamics 365
7.1
Microsoft Dynamics RMS (Discontinued)
Mobile access
Microsoft Dynamics 365
7.1
Microsoft Dynamics RMS (Discontinued)

Pros

Microsoft Dynamics 365

  • Some useful out-of-the-box features, like mass uploads of Leads from trade shows or when qualifying a Lead, CRM automatically creates the Opportunity, Contact, and Account for you, etc.
  • Really powerful customizations through the user interface to improve user experience. Things like Business Rules, for example, if Field A = 1, then Field B = 2 and Field C = 2, if Field A = 2, then Field B and Field C don't apply, so automatically hide them.
  • Or other functionality that improves user experience, like Business Process Flows. These walk users step by step through our business process, helping them know when certain actions should take place, and at what point other data is now required. We've used this extensively with our Lead to Opportunity to Quote to Order process, helping users understand the business process each step of the way.
  • Customizations built on top of the platform now called model-driven PowerApps. You can have connections to "typical" data, like Accounts, Contacts, or Opportunities, for example, but then connect that data to custom entities, records that only apply to your specific business. This is all done through the user interface and allows you to customize and automate specific line-of-business applications for your specific needs.
  • Behind the scenes, D365 CE is built on SQL. So the data conforms to industry standards and makes it much easier to interact with. Your developers and IT team will thank you.
Anonymous | TrustRadius Reviewer

Microsoft Dynamics RMS (Discontinued)

  • Once you set it up correctly, it just works
  • Can be customized
  • Tons of options
Jeff Moriarty | TrustRadius Reviewer

Cons

Microsoft Dynamics 365

  • Microsoft Dynamics 365 storage & license cost can prohibit some large deployments or even cost-sensitive small projects from using the platform (although I'm certain most deployments would realize a positive ROI if implemented correctly with process automation).
  • The cost and licensing document for Dynamics 365 is 61 pages and will take a rocket scientist to understand it. It's better to just have your Microsoft help estimate the cost if they are willing to help you that.
  • The documentation on how to first fully understand the Out of the Box default solution and settings is lacking or even non-existing. This has the potential to derail Dynamic 365 launches and implementations from the gitgo. Want to use an out of the box entity?.. well it's probably related to 5 other entities that require configuration and full understanding of it to successful implement. And you ask where is the laymen guide or instructions?... User groups and forums. In Summary, Microsoft can up its game in deployment training and supporting documentation.
  • Microsoft needs to incentivize more external platforms to build app connectors for easy integration, such as ZenDesk, Slack, Tableau, etc. Even the current connector apps such as Salesforce, MailChimp, Docusign are useless or don't work at all.
  • Several limitations inhibit successful Dynamics 365 deployments such as: limited number of Rollup field calculations (summarizing fields on child/related records), limited number rows that can exported to Excel via advanced find, Dynamics 365 files, log and database storage size limit is extremely small and will always require purchasing additional storage (for Online deployments).
  • New user buy-in or acceptance or system platform changes can be difficult if a solid change management plan isn't enacted.
  • Don't expect much help from Microsoft on implementation or solutions unless it's a technical flaw with the platform. Microsoft relies on their MVP partner network to consult for implementations at a hefty cost. Hiring a knowledgeable and savvy Dynamics 365 System Administrator can reduce the need for consultant support; of course, this is dependant upon many many variables.
Justin Pink | TrustRadius Reviewer

Microsoft Dynamics RMS (Discontinued)

  • Steep learning curve
  • Not as advanced as new systems on the market
  • Can be buggy with websites
Jeff Moriarty | TrustRadius Reviewer

Likelihood to Renew

Microsoft Dynamics 365

Microsoft Dynamics 365 7.9
Based on 19 answers
CRM has allowed us to keep all of our data in one place that is easy for all users within the company to view. I came into the company after they had been using CRM for about 4 years. They have all said that since we have used this it has helped us control work processes better, it has allowed us to be able to track things so much better, and has been something that has helped unite many processes that used to be all over the place.We are currently using CRM 4.0 and are planning on upgrading in the next 18 months to the 2011 version. Support for 4.0 is almost all but dried up. Understandably so. Some of the customization we have done, and a plugins we use, are now contained within the 2011 version so we are looking forward to that upgrade.We use an email marketing company as well, and they primarily support the 2011 version, but their product connects and is integrated within CRM. This is a great benefit as well so that all of our marketing information can be contained in one location.
Chris Jensen | TrustRadius Reviewer

Microsoft Dynamics RMS (Discontinued)

No score
No answers yet
No answers on this topic

Usability

Microsoft Dynamics 365

Microsoft Dynamics 365 8.1
Based on 10 answers
The application handles well in terms of maintaining your master data about customers and it provides you with the steps to form a lead to an actual order. Navigation is fairly easy and you can easily export data to Excel or call out a small graph if needed. The dashboard functionality provides some well-customized overviews for each business area so this a well-used tool for the business.
Anonymous | TrustRadius Reviewer

Microsoft Dynamics RMS (Discontinued)

No score
No answers yet
No answers on this topic

Support Rating

Microsoft Dynamics 365

Microsoft Dynamics 365 9.0
Based on 3 answers
Our partner, Ledgeview Partners has been FANTASTIC to work with. They are always timely in their response and have taken time to understand our business and our specific needs. We've made a lot of advanced customizations and they have been a great help in making those updates.
Todd Jankowski | TrustRadius Reviewer

Microsoft Dynamics RMS (Discontinued)

No score
No answers yet
No answers on this topic

Implementation Rating

Microsoft Dynamics 365

Microsoft Dynamics 365 9.2
Based on 4 answers
We used a data warehouse to house our data, and our IT team and implementation vendor worked diligently ahead of time to construct idea implementation plans. Out of millions of records- we had less than a dozen errors, which is remarkable. My major insight is simply having a group of completely devoted individuals working towards your goal who fully understand the desired outcome. Focused resources for implementation season are critical to success.
Sara Tsoodle | TrustRadius Reviewer

Microsoft Dynamics RMS (Discontinued)

No score
No answers yet
No answers on this topic

Alternatives Considered

Microsoft Dynamics 365

Salesforce has more desirable functions than Microsoft Dynamics 365, at a competitive price. Its user interface is far more superior, it has more customization, easier customization, and out of the box it is more pleasing to the eye and to the end user. If the client doesn't have a deep-rooted connection with Microsoft I wouldn't leap to Dynamics 365.
Alexander Cooper | TrustRadius Reviewer

Microsoft Dynamics RMS (Discontinued)

It's been so long since we actually chose this program, I am not sure of the competitors out now. I started using it a couple years ago, but our company has used it for maybe 10 years now? We plan on reviewing other systems next year, so I will know more then.
Jeff Moriarty | TrustRadius Reviewer

Return on Investment

Microsoft Dynamics 365

  • It is hard to say, the reason why we are using Microsoft Dynamics CRM is because it is provided to us for free.
  • It could be worthwhile to investigate whether an alternative CRM (even though paid) can be used to boost the ROI
Anonymous | TrustRadius Reviewer

Microsoft Dynamics RMS (Discontinued)

  • It has saved us time by not having to do anything manually
  • It has kept our inventory updated so customers are not upset
  • It's always worked, so not a lot of dev/support money required
Jeff Moriarty | TrustRadius Reviewer

Pricing Details

Microsoft Dynamics 365

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

Microsoft Dynamics RMS (Discontinued)

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

Microsoft Dynamics 365
8.4
Microsoft Dynamics RMS (Discontinued)
8.0

Likelihood to Renew

Microsoft Dynamics 365
7.9
Microsoft Dynamics RMS (Discontinued)

Usability

Microsoft Dynamics 365
8.1
Microsoft Dynamics RMS (Discontinued)

Support Rating

Microsoft Dynamics 365
9.0
Microsoft Dynamics RMS (Discontinued)

Online Training

Microsoft Dynamics 365
7.5
Microsoft Dynamics RMS (Discontinued)

Implementation Rating

Microsoft Dynamics 365
9.2
Microsoft Dynamics RMS (Discontinued)

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