What users are saying about
Top Rated
624 Ratings
Top Rated
624 Ratings
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Score 7.8 out of 100
215 Ratings
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Score 7.4 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

Sugar Sell (SugarCRM)

If your organization has needs or requirements that it seems cannot be met by the industry leaders in CRM, I would urge you to talk to Sugar Sell (SugarCRM). They bent over backwards to work with different groups of people within our company to prove to them how committed they were to making the product work for us. It seamlessly integrates with our email and other applications we use frequently. And they helped us configure detailed reporting for our very complex sales territories and organizational structure.If you are looking for a very basic CRM tool that doesn't require much configuration, Sugar will still work for you, but you certainly have other options.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Sales Force Automation

Microsoft Dynamics 365
8.0
Sugar Sell (SugarCRM)
9.0
Customer data management / contact management
Microsoft Dynamics 365
8.5
Sugar Sell (SugarCRM)
9.1
Workflow management
Microsoft Dynamics 365
7.9
Sugar Sell (SugarCRM)
9.1
Territory management
Microsoft Dynamics 365
7.8
Sugar Sell (SugarCRM)
9.0
Opportunity management
Microsoft Dynamics 365
8.5
Sugar Sell (SugarCRM)
9.4
Integration with email client (e.g., Outlook or Gmail)
Microsoft Dynamics 365
8.1
Sugar Sell (SugarCRM)
8.9
Contract management
Microsoft Dynamics 365
7.5
Sugar Sell (SugarCRM)
8.5
Quote & order management
Microsoft Dynamics 365
7.7
Sugar Sell (SugarCRM)
9.1
Interaction tracking
Microsoft Dynamics 365
8.0
Sugar Sell (SugarCRM)
9.1
Channel / partner relationship management
Microsoft Dynamics 365
8.0
Sugar Sell (SugarCRM)
9.2

Customer Service & Support

Microsoft Dynamics 365
8.3
Sugar Sell (SugarCRM)
9.1
Case management
Microsoft Dynamics 365
8.6
Sugar Sell (SugarCRM)
8.8
Call center management
Microsoft Dynamics 365
8.0
Sugar Sell (SugarCRM)
9.4
Help desk management
Microsoft Dynamics 365
8.3
Sugar Sell (SugarCRM)
9.2

Marketing Automation

Microsoft Dynamics 365
7.9
Sugar Sell (SugarCRM)
8.3
Lead management
Microsoft Dynamics 365
8.2
Sugar Sell (SugarCRM)
9.2
Email marketing
Microsoft Dynamics 365
7.6
Sugar Sell (SugarCRM)
7.3

CRM Project Management

Microsoft Dynamics 365
8.1
Sugar Sell (SugarCRM)
9.2
Task management
Microsoft Dynamics 365
8.3
Sugar Sell (SugarCRM)
9.3
Billing and invoicing management
Microsoft Dynamics 365
8.2
Sugar Sell (SugarCRM)
9.1
Reporting
Microsoft Dynamics 365
7.8
Sugar Sell (SugarCRM)
9.2

CRM Reporting & Analytics

Microsoft Dynamics 365
8.1
Sugar Sell (SugarCRM)
9.1
Forecasting
Microsoft Dynamics 365
8.0
Sugar Sell (SugarCRM)
9.4
Pipeline visualization
Microsoft Dynamics 365
8.5
Sugar Sell (SugarCRM)
8.8
Customizable reports
Microsoft Dynamics 365
7.8
Sugar Sell (SugarCRM)
9.2

Customization

Microsoft Dynamics 365
7.9
Sugar Sell (SugarCRM)
9.2
Custom fields
Microsoft Dynamics 365
8.3
Sugar Sell (SugarCRM)
9.1
Custom objects
Microsoft Dynamics 365
7.8
Sugar Sell (SugarCRM)
8.9
Scripting environment
Microsoft Dynamics 365
7.7
Sugar Sell (SugarCRM)
9.5
API for custom integration
Microsoft Dynamics 365
7.7
Sugar Sell (SugarCRM)
9.2

Security

Microsoft Dynamics 365
8.9
Sugar Sell (SugarCRM)
9.1
Single sign-on capability
Microsoft Dynamics 365
9.0
Sugar Sell (SugarCRM)
9.4
Role-based user permissions
Microsoft Dynamics 365
8.9
Sugar Sell (SugarCRM)
8.8

Social CRM

Microsoft Dynamics 365
7.6
Sugar Sell (SugarCRM)
9.4
Social data
Microsoft Dynamics 365
7.4
Sugar Sell (SugarCRM)
9.3
Social engagement
Microsoft Dynamics 365
7.8
Sugar Sell (SugarCRM)
9.5

Integrations with 3rd-party Software

Microsoft Dynamics 365
8.0
Sugar Sell (SugarCRM)
9.3
Marketing automation
Microsoft Dynamics 365
8.1
Sugar Sell (SugarCRM)
9.1
Compensation management
Microsoft Dynamics 365
7.9
Sugar Sell (SugarCRM)
9.6

Platform

Microsoft Dynamics 365
6.8
Sugar Sell (SugarCRM)
8.2
Mobile access
Microsoft Dynamics 365
6.8
Sugar Sell (SugarCRM)
8.2

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

Sugar Sell (SugarCRM)

  • Very easy to set up and configure reports among teams. Very customizable and allows me to build reports that illustrate how the team is performing.
  • Exporting granular reports into excel for in depth analysis and actionable measures.
  • Ability to mass upload lots of information and leads. Important for our team to import lots of information on prospecting clients.
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

Sugar Sell (SugarCRM)

  • The back-end programming (logical hooks) for advanced customizations could benefit from a more user-friendly interface
  • General layout could be improved by the addition of modern templates to customize the standard look and feel
  • Support communities could be further improved with the addition of videos on how to do specific configuration, modules.
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

Sugar Sell (SugarCRM)

Sugar Sell (SugarCRM) 8.2
Based on 26 answers
Our organization will continue to use Sugar as long as it remains cost effective and it addresses the majority of our needs. I will, however, recommend looking into other options once our needs increase and there is additional budget for some bigger named and more robust platform options. I feel if the application was friendlier to end users we would get better productivity as well.
Andrew Dunifer, MBA/MS MIS | TrustRadius Reviewer

Usability

Microsoft Dynamics 365

Microsoft Dynamics 365 8.4
Based on 11 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

Sugar Sell (SugarCRM)

Sugar Sell (SugarCRM) 9.6
Based on 7 answers
There's a learning curve associated with Sugar. Right away, it's not as easy as an out-of-the-box CRM. Once you learn how to use Sugar, the system fits what your needs are. With any other CRM, you'd be trying to figure out how your company can best fit the CRM. You don't want to change your business cycle for your CRM, the CRM should fit your business cycle.
Anonymous | TrustRadius Reviewer

Reliability and Availability

Microsoft Dynamics 365

No score
No answers yet
No answers on this topic

Sugar Sell (SugarCRM)

Sugar Sell (SugarCRM) 10.0
Based on 2 answers
SugarCRM has never been down for us.
Peter Fletcher | TrustRadius Reviewer

Performance

Microsoft Dynamics 365

No score
No answers yet
No answers on this topic

Sugar Sell (SugarCRM)

Sugar Sell (SugarCRM) 10.0
Based on 2 answers
No response time issues ever. Very productive due to its ease of use.
Peter Fletcher | TrustRadius Reviewer

Support Rating

Microsoft Dynamics 365

Microsoft Dynamics 365 9.0
Based on 4 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

Sugar Sell (SugarCRM)

Sugar Sell (SugarCRM) 9.6
Based on 15 answers
The support overall at least for us has been phenomenal. Anytime that the system has any Issues at all IT gets in contact from someone from support to get the system back up and running. Have never gone more than 30 minutes with the system not working. So overall I will be definetely recommending this system in any other company that I may work for in the future.
Sebastian Cuadras | TrustRadius Reviewer

In-Person Training

Microsoft Dynamics 365

No score
No answers yet
No answers on this topic

Sugar Sell (SugarCRM)

Sugar Sell (SugarCRM) 9.0
Based on 1 answer
We feel clasroom training is essential to ensure user adoption and buy-in. Video and on-line training courses gave their place but being in a classroom setting enables the Team to make any potential CRM issues visble right up front.
Peter Fletcher | TrustRadius Reviewer

Online Training

Microsoft Dynamics 365

Microsoft Dynamics 365 7.5
Based on 2 answers
No answer on this topic is available.

Sugar Sell (SugarCRM)

Sugar Sell (SugarCRM) 8.0
Based on 1 answer
Only part of an implemementation as noted previously.
Peter Fletcher | 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

Sugar Sell (SugarCRM)

Sugar Sell (SugarCRM) 9.0
Based on 9 answers
Study, study, and study. Be prepared to train everyday until all processes are flowing nicely. The CRM is the elephant and figuring out where to take the first bite can be a challenge. But there is only one way to eat this elephant, one bite at a time. Systematic planning is very important.
Marc Prince | TrustRadius Reviewer

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

Sugar Sell (SugarCRM)

GoldMine was an archaic platform. Adding custom fields was difficult. Reporting was horrible. Sugar CRM blows it out of the water. It's also easier to use and navigate. Having all of the data available from any browser is also a tremendous advantage compared to our private installation of GoldMine which required their software and a VPN connection.
Sid Haas | TrustRadius Reviewer

Scalability

Microsoft Dynamics 365

No score
No answers yet
No answers on this topic

Sugar Sell (SugarCRM)

Sugar Sell (SugarCRM) 9.0
Based on 1 answer
Works from 2-300 Users in our experience.
Peter Fletcher | 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

Sugar Sell (SugarCRM)

  • Just one of our customized modules allowed us to automate multiple processes and saves us on average 500 man hours a year.
  • It allows each user to have a 360-degree view point of our databases at any given point.
  • Incorporating some of our onsite operational pieces within SugarCRM has given us the opportunity to reduce the number of places information is stored to one.
Jennifer Stewart | 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 365 Editions & Modules

Additional Pricing Details

Sugar Sell (SugarCRM)

General

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

Sugar Sell (SugarCRM) Editions & Modules

Edition
Sugar Cell$80.001
  1. Per Month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Microsoft Dynamics 365
8.2
Sugar Sell (SugarCRM)
8.7

Likelihood to Renew

Microsoft Dynamics 365
7.9
Sugar Sell (SugarCRM)
8.2

Usability

Microsoft Dynamics 365
8.4
Sugar Sell (SugarCRM)
9.6

Reliability and Availability

Microsoft Dynamics 365
Sugar Sell (SugarCRM)
10.0

Performance

Microsoft Dynamics 365
Sugar Sell (SugarCRM)
10.0

Support Rating

Microsoft Dynamics 365
9.0
Sugar Sell (SugarCRM)
9.6

In-Person Training

Microsoft Dynamics 365
Sugar Sell (SugarCRM)
9.0

Online Training

Microsoft Dynamics 365
7.5
Sugar Sell (SugarCRM)
8.0

Implementation Rating

Microsoft Dynamics 365
9.2
Sugar Sell (SugarCRM)
9.0

Scalability

Microsoft Dynamics 365
Sugar Sell (SugarCRM)
9.0

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