What users are saying about
138 Ratings
652 Ratings
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Score 7.7 out of 100
138 Ratings
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Score 8.5 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

SAP CRM

A perfect scenario to use [SAP] CRM tool would be with the intention of improving efficiency, speed, and creativity when selling products and services through marketing or improving the response time to customer concerns and providing quick solutions to their problems.
Magly Jhonson | TrustRadius Reviewer

Feature Rating Comparison

Sales Force Automation

Microsoft Dynamics 365
8.3
SAP CRM
8.5
Customer data management / contact management
Microsoft Dynamics 365
8.7
SAP CRM
8.9
Workflow management
Microsoft Dynamics 365
8.3
SAP CRM
9.0
Territory management
Microsoft Dynamics 365
8.1
SAP CRM
8.5
Opportunity management
Microsoft Dynamics 365
8.8
SAP CRM
7.6
Integration with email client (e.g., Outlook or Gmail)
Microsoft Dynamics 365
8.6
SAP CRM
8.5
Contract management
Microsoft Dynamics 365
7.6
SAP CRM
8.4
Quote & order management
Microsoft Dynamics 365
8.0
SAP CRM
8.6
Interaction tracking
Microsoft Dynamics 365
8.3
SAP CRM
8.6
Channel / partner relationship management
Microsoft Dynamics 365
8.0
SAP CRM
8.5

Customer Service & Support

Microsoft Dynamics 365
8.4
SAP CRM
8.0
Case management
Microsoft Dynamics 365
8.6
SAP CRM
8.4
Call center management
Microsoft Dynamics 365
8.3
SAP CRM
7.5
Help desk management
Microsoft Dynamics 365
8.3
SAP CRM
8.0

Marketing Automation

Microsoft Dynamics 365
7.8
SAP CRM
8.3
Lead management
Microsoft Dynamics 365
8.2
SAP CRM
8.5
Email marketing
Microsoft Dynamics 365
7.3
SAP CRM
8.1

CRM Project Management

Microsoft Dynamics 365
8.2
SAP CRM
8.5
Task management
Microsoft Dynamics 365
8.5
SAP CRM
8.1
Billing and invoicing management
Microsoft Dynamics 365
8.2
SAP CRM
8.5
Reporting
Microsoft Dynamics 365
7.8
SAP CRM
8.8

CRM Reporting & Analytics

Microsoft Dynamics 365
8.0
SAP CRM
8.6
Forecasting
Microsoft Dynamics 365
8.1
SAP CRM
8.4
Pipeline visualization
Microsoft Dynamics 365
8.1
SAP CRM
8.5
Customizable reports
Microsoft Dynamics 365
7.8
SAP CRM
8.8

Customization

Microsoft Dynamics 365
8.0
SAP CRM
7.9
Custom fields
Microsoft Dynamics 365
8.4
SAP CRM
8.2
Custom objects
Microsoft Dynamics 365
8.0
SAP CRM
8.3
Scripting environment
Microsoft Dynamics 365
7.8
SAP CRM
7.5
API for custom integration
Microsoft Dynamics 365
7.8
SAP CRM
7.6

Security

Microsoft Dynamics 365
8.8
SAP CRM
8.7
Single sign-on capability
Microsoft Dynamics 365
8.9
SAP CRM
8.8
Role-based user permissions
Microsoft Dynamics 365
8.8
SAP CRM
8.6

Social CRM

Microsoft Dynamics 365
7.6
SAP CRM
8.5
Social data
Microsoft Dynamics 365
7.3
SAP CRM
8.2
Social engagement
Microsoft Dynamics 365
7.9
SAP CRM
8.7

Integrations with 3rd-party Software

Microsoft Dynamics 365
7.9
SAP CRM
8.2
Marketing automation
Microsoft Dynamics 365
8.0
SAP CRM
8.6
Compensation management
Microsoft Dynamics 365
7.8
SAP CRM
7.9

Platform

Microsoft Dynamics 365
6.9
SAP CRM
7.6
Mobile access
Microsoft Dynamics 365
6.9
SAP CRM
7.6

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

SAP CRM

  • Amazing integration capabilities with every other application out there. There will be no need to create external bridges to connect anything with SAP CRM since, it natively supports almost every application. We use it for ERP integrations as well.
  • Pull any type of reports with whatever data/format/time date range you want. This capability is also robust in SAP CRM, so it you need not spend hours creating reports manually. Reports can be pulled from the console itself.
  • Inbuilt modules are capable of almost any requirement. There are additional modules available as well, which can be installed on top of SAP CRM.
  • Customisability is also one of the great feature of this platform. Multiple variants can be created and saved for later use.
Anonymous | 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

SAP CRM

  • SAP CRM Mobility is not successful so it is important to improve on this. Things have gotten much better since SAP acquitted Cyclo which works very well. We would like to see Cyclo expanded beyond sales management and inventory management to handle some of the other capabilities that the SAP CRM Mobility offered. However, Cyclo has brought incredible progress in this area.
Anonymous | 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

SAP CRM

SAP CRM 9.0
Based on 4 answers
The main reason is ease of integration with other SAP systems (ECC, BW, etc...), but also SAP CRM provides functionality that hasn't evolved as much in other competing CRM systems (mainly Trade Promotion Management and Market Resource Management). Additionally, I'm excited about the direction that SAP is headed with putting their business suite on HANA (in-memory relational database management system) and creating a better user experience with SAP Fiori.
Tom Leddy | TrustRadius Reviewer

Usability

Microsoft Dynamics 365

Microsoft Dynamics 365 8.6
Based on 13 answers
As told before in the review, Microsoft Dynamics 365 is a one-stop solution for the overall business, it involves all departments in the organization, and makes business functionalities smooth by timely follow-ups, customer retention, customer engagements, and helps in maintaining a good relationship between customers and the businesses.
Vijayalakshmi G K | TrustRadius Reviewer

SAP CRM

SAP CRM 8.8
Based on 6 answers
The usability experience is great and I have nothing to complain about. Given the minimum technical requirements the tool works without delays, crashes and errors. At SAP CRM we have everything at our fingertips in a single tool for our business. As developer software I have a lot of relationships with customers and suppliers and the tool collaborates a lot on my journey.
Pedro Oliveira | TrustRadius Reviewer

Support Rating

Microsoft Dynamics 365

Microsoft Dynamics 365 9.0
Based on 6 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

SAP CRM

SAP CRM 9.5
Based on 7 answers
SAP CRM's support is un-matchable. Whether it be official vendor support or support on online forums, you will find answer to any problem instantly. The vendor has a very customer centric support, and since this tool has a global footprint, you can expect a very good global support.
Anonymous | TrustRadius Reviewer

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

SAP CRM

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

SAP CRM

SAP CRM has an edge over others when it comes to shorten the sales cycle and improve overall sales productivity. Security features of SAP CRM are astonishingly above par. Help support is excellent.
Anonymous | 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

SAP CRM

  • 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.
Anonymous | 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

SAP CRM

General

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

Rating Summary

Likelihood to Recommend

Microsoft Dynamics 365
8.3
SAP CRM
8.4

Likelihood to Renew

Microsoft Dynamics 365
7.9
SAP CRM
9.0

Usability

Microsoft Dynamics 365
8.6
SAP CRM
8.8

Support Rating

Microsoft Dynamics 365
9.0
SAP CRM
9.5

Online Training

Microsoft Dynamics 365
7.5
SAP CRM
7.0

Implementation Rating

Microsoft Dynamics 365
9.2
SAP CRM

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