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Top Rated
803 Ratings
154 Ratings

Microsoft Dynamics 365

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Top Rated
803 Ratings
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Score 7.8 out of 100
154 Ratings
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Score 8.8 out of 100

Feature Set Ratings

  • Microsoft Dynamics 365 ranks higher in 5 feature sets: Sales Force Automation, CRM Project Management, CRM Reporting & Analytics, Customization, Integrations with 3rd-party Software
  • SAP CRM ranks higher in 5 feature sets: Customer Service & Support, Marketing Automation, Security, Social CRM, Platform

Sales Force Automation

8.6

Microsoft Dynamics 365

86%
7.8

SAP CRM

78%
Microsoft Dynamics 365 ranks higher in 8/9 features

Customer data management / contact management

8.1
81%
71 Ratings
9.2
92%
27 Ratings

Workflow management

8.0
80%
70 Ratings
7.6
76%
28 Ratings

Territory management

8.2
82%
54 Ratings
7.4
74%
23 Ratings

Opportunity management

9.0
90%
66 Ratings
7.9
79%
26 Ratings

Integration with email client (e.g., Outlook or Gmail)

9.5
95%
69 Ratings
7.6
76%
22 Ratings

Contract management

8.6
86%
55 Ratings
7.0
70%
25 Ratings

Quote & order management

9.1
91%
51 Ratings
7.2
72%
24 Ratings

Interaction tracking

8.7
87%
63 Ratings
8.5
85%
26 Ratings

Channel / partner relationship management

8.6
86%
54 Ratings
7.4
74%
27 Ratings

Customer Service & Support

7.7

Microsoft Dynamics 365

77%
8.6

SAP CRM

86%
SAP CRM ranks higher in 3/3 features

Case management

7.7
77%
54 Ratings
8.7
87%
21 Ratings

Call center management

8.1
81%
47 Ratings
8.4
84%
22 Ratings

Help desk management

7.3
73%
52 Ratings
8.7
87%
20 Ratings

Marketing Automation

8.3

Microsoft Dynamics 365

83%
8.5

SAP CRM

85%
Microsoft Dynamics 365 ranks higher in 1/2 features

Lead management

8.9
89%
64 Ratings
8.0
80%
22 Ratings

Email marketing

7.7
77%
65 Ratings
9.0
90%
18 Ratings

CRM Project Management

8.5

Microsoft Dynamics 365

85%
8.2

SAP CRM

82%
Microsoft Dynamics 365 ranks higher in 2/3 features

Task management

8.5
85%
62 Ratings
8.5
85%
20 Ratings

Billing and invoicing management

8.5
85%
46 Ratings
7.4
74%
20 Ratings

Reporting

8.4
84%
56 Ratings
8.7
87%
18 Ratings

CRM Reporting & Analytics

8.7

Microsoft Dynamics 365

87%
8.1

SAP CRM

81%
Microsoft Dynamics 365 ranks higher in 2/3 features

Forecasting

8.9
89%
58 Ratings
8.2
82%
24 Ratings

Pipeline visualization

8.2
82%
64 Ratings
8.4
84%
22 Ratings

Customizable reports

8.8
88%
66 Ratings
7.8
78%
25 Ratings

Customization

8.1

Microsoft Dynamics 365

81%
7.8

SAP CRM

78%
Microsoft Dynamics 365 ranks higher in 4/4 features

Custom fields

8.3
83%
69 Ratings
7.8
78%
26 Ratings

Custom objects

8.0
80%
64 Ratings
8.0
80%
26 Ratings

Scripting environment

8.0
80%
51 Ratings
7.8
78%
22 Ratings

API for custom integration

8.0
80%
55 Ratings
7.8
78%
21 Ratings

Security

8.6

Microsoft Dynamics 365

86%
8.7

SAP CRM

87%
Microsoft Dynamics 365 ranks higher in 1/2 features

Single sign-on capability

8.8
88%
59 Ratings
9.2
92%
26 Ratings

Role-based user permissions

8.4
84%
60 Ratings
8.3
83%
22 Ratings

Social CRM

8.3

Microsoft Dynamics 365

83%
9.0

SAP CRM

90%
SAP CRM ranks higher in 2/2 features

Social data

8.4
84%
39 Ratings
9.0
90%
13 Ratings

Social engagement

8.2
82%
40 Ratings
9.0
90%
12 Ratings

Integrations with 3rd-party Software

8.5

Microsoft Dynamics 365

85%
8.3

SAP CRM

83%
Microsoft Dynamics 365 ranks higher in 1/2 features

Marketing automation

8.7
87%
59 Ratings
9.0
90%
17 Ratings

Compensation management

8.4
84%
32 Ratings
7.7
77%
15 Ratings

Platform

8.2

Microsoft Dynamics 365

82%
8.4

SAP CRM

84%
SAP CRM ranks higher in 1/1 features

Mobile access

8.2
82%
51 Ratings
8.4
84%
19 Ratings

Attribute Ratings

  • Microsoft Dynamics 365 is rated higher in 2 areas: Usability, Online Training
  • SAP CRM is rated higher in 3 areas: Likelihood to Recommend, Likelihood to Renew, Support Rating

Likelihood to Recommend

7.9

Microsoft Dynamics 365

79%
92 Ratings
8.3

SAP CRM

83%
32 Ratings

Likelihood to Renew

7.9

Microsoft Dynamics 365

79%
19 Ratings
9.0

SAP CRM

90%
4 Ratings

Usability

8.1

Microsoft Dynamics 365

81%
22 Ratings
8.0

SAP CRM

80%
4 Ratings

Support Rating

8.2

Microsoft Dynamics 365

82%
16 Ratings
9.3

SAP CRM

93%
5 Ratings

Online Training

7.5

Microsoft Dynamics 365

75%
2 Ratings
7.0

SAP CRM

70%
1 Rating

Implementation Rating

9.5

Microsoft Dynamics 365

95%
8 Ratings

SAP CRM

N/A
0 Ratings

Contract Terms and Pricing Model

5.7

Microsoft Dynamics 365

57%
4 Ratings

SAP CRM

N/A
0 Ratings

Professional Services

7.5

Microsoft Dynamics 365

75%
2 Ratings

SAP CRM

N/A
0 Ratings

Likelihood to Recommend

Microsoft

We work in a Cloud environment with Azure where using Microsoft Dynamics 365 as a CRM and ERP application helps us to a great extent. We mostly deal with data projects at the moment and combining/Integrating Microsoft Dynamics 365 with other Microsoft applications is easier that helps us to meet the project objective and our goal.
Read full review

SAP

SAP CRM is a well-designed platform for small to medium-sized businesses that want to manage their customer-centric operations through a single pane of glass. Changes can be made quickly and easily for different scenarios. Many features allow flexibility and scalability, making it ideal for large industries with significant capital and customer bases. Data automation helps maintain a healthy relationship with customers.
Read full review

Pros

Microsoft

  • 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.
Read full review

SAP

  • Our customers benefit from SAP CRM's 360-degree views and case management capabilities.
  • As a middleware business tool, case reporting is excellent, and it works well with WM systems to communicate with various departments.
  • It is an excellent tool for tracking customer relationships across multiple channels, and it's easy to use.
Read full review

Cons

Microsoft

  • 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.
Read full review

SAP

  • One of the things I don't like about "SAP CRM" is that there are no alerts or notifications which could warn when something happens within the platform.
  • It does not have integration with any type of social network.
  • The robust and unintuitive appearance makes it a bit complicated to use all its functionalities.
Read full review

Pricing Details

Microsoft Dynamics 365

Starting Price

$44 per month

Editions & Modules

Microsoft Dynamics 365 editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    SAP CRM

    Starting Price

    Editions & Modules

    SAP CRM editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Likelihood to Renew

      Microsoft

      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.
      Read full review

      SAP

      I know what SAP CRM can do in the future. We are very happy with the product and think it is a great choice for both SAP ERP users and even those who do not use other SAP products. We have both Salesforce and SAP CRM, and we feel that Salesforce is a good product for a few years, but SAP CRM is a more fully-featured product and is a better choice for complex organizations capable of running installed software of this complexity. It is often just a question of budget.
      Read full review

      Usability

      Microsoft

      It's one of the greatest CRM systems on the market, in my opinion, and it combines lighter ERP functions with CRM. I believe it to be the greatest program that is user-friendly and in line with our demands, regardless of what I'm working with my information sets and on the cloud.
      Read full review

      SAP

      When we were not introduced to Salesforce, we were somehow managing with SAP CRM which allowed us to do a few tasks like lead assignment, managing partner access, service portal etc. as we have other modules of SAP but now we think marketing/sales needs more and we need visibility of leads more than what SAP CRM allow us.
      Read full review

      Support Rating

      Microsoft

      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.
      Read full review

      SAP

      SAP's customer service is quick and efficient, with a response time of fewer than some minutes. In either case, you'll get instant help from the vendor or online forums. In addition, the vendor provides excellent global support for this tool. Like Salesforce, SugarCRM, etc., it's probably fine as a standalone CRM option.
      Read full review

      Implementation Rating

      Microsoft

      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.
      Read full review

      SAP

      No answers on this topic

      Alternatives Considered

      Microsoft

      Microsoft Dynamics was part of a system overhaul for a local school, and we looked at many products. If we had used it for a company with low turnover, then it might have been more feasible. They needed something a new person could learn quickly, someone who might also be learning marketing terms at the same time - especially if there is nobody to train the individual now expected to know the system. Similar issues occurred with all of these programs (we called it being too big for their britches), and one of the bigger things we liked was that it is more compatible with MS Office products in both technical and visual appeal. If you have a steady employees who use a CRM consistently, low turnover, and those who are very familiar with Office products, Dynamics would be the smartest option for you. Unfortunately, this was just not true for the school environment
      Read full review

      SAP

      SAP CRM is a diversified, complex tool which can be customized to the company needs on many various levels. The main reason why a company could choose SAP CRM is to ensure all their needs are met in terms of a solution that can be adjusted to the processes within the organisation
      Read full review

      Contract Terms and Pricing Model

      Microsoft

      On our purchase, I'd been interrogated about our usage. Our needs are met by Microsoft Dynamics 365, which is simple to use. With so much data and information available, we must ensure that it is presented correctly to managers. Due to a lack of use, we don't have to spend as much money on Salesforce.
      Read full review

      SAP

      No answers on this topic

      Professional Services

      Microsoft

      My company's preferred program right now is Microsoft Dynamics 365. We use it to keep track of customers and important sales metrics in a streamlined manner. Anyone familiar with CRMs will find the tool extremely useful. Considering that we have a good turnover, this product will be used for its basic segments. As a result, there are few chances of error with Microsoft dynamics because it is so easy to use. Many options for recording data on these leads are available. It meets our needs and pays off.
      Read full review

      SAP

      No answers on this topic

      Return on Investment

      Microsoft

      • For those without a centralized, all in one solution for major HR, Finance and other departments, Microsoft Dynamics 365 has vastly improved employee time utilization and profit.
      • Migrating clients from on-premise to the cloud has reaped benefits including better security, no unscheduled downtime and frequent updates to functionality.
      • Those transferring from cheaper solutions have lost money in the aim to be better integrated with other Microsoft products and AI they don't really utilize.
      Read full review

      SAP

      • Longer implementation time when client needs customization in SAP CRM based on their custom business processes. That leads to longer ROI.
      • Proper training is key step to ROI on SAP CRM.
      • Out of box solution gives quick ROI. When client is implementing process first time & adapts SAP CRM provided solution in their organization.
      Read full review

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