TrustRadius Top Rated CRM Software for Mid-size Companies 2015

Microsoft Dynamics CRM

CRM Software

Software Profile & Review Summary

Microsoft Dynamics CRM is available via on-premise or cloud deployment. It was first launched in 2003, and is part of the Microsoft Dynamics suite of business applications, which also includes social listening, marketing, and enterprise resource planning.

Microsoft Dynamics CRM customers include Grant Thornton, Pandora, Metro Bank, and Nissan.

Company Status: Public
Customers: N/A
Employees (per LinkedIn): 113,776 (entire company)
Pricing: $65 per user per month
Best Fit For:
  • Companies who want an on-premise solution
  • Companies who use other Microsoft products
  • Mid-size companies

Microsoft Dynamics CRM Customer Distribution

Microsoft Dynamics CRM Customer Distribution Pie Chart

Aggregate User Ratings of Microsoft Dynamics CRM on TrustRadius

Source: (28) User reviews of Microsoft Dynamics CRM on TrustRadius
Rating Attribute Microsoft Dynamics CRM # of Reviewers Contributing to Rating Average CRM Category Average
Likelihood to recommend 7.3 28 7.9
Likelihood to renew 7.8 17 8.3
Product usability 5 3 7.8
Support 10 1 7.8
Implementation satisfaction 8.3 3 7.3

Summary of Microsoft Dynamics CRM Reviews

Source: (28) User reviews of Microsoft Dynamics CRM on TrustRadius
Microsoft Dynamics CRM Pros Microsoft Dynamics CRM Cons
Integration with Outlook and Excel
With a plug-in, users can easily log emails and track appointments and tasks in the CRM directly from Outlook. This helps increase user adoption. Users also like the tight integration with Excel, allowing them to export data for further manipulation.
Software updates often break existing customizations or third-party integrations, forcing companies to spend resources re-doing those customizations.
Microsoft community and UI
Being a part of the Microsoft family of products, this CRM has a familiar, easy-to-use interface, a robust community of support documentation and user groups, and a robust marketplace of third-party solutions to integrate.
The marketing automation functionality could be improved, as could the ability to integrate with third-party marketing automation software such as Marketo.
Online and on-premise versions are available. The software is highly customizable to fit specific industry or company needs, and offers a robust API. Users like the powerful user management / security options and the workflow engine, which allows non-technical users to customize and automate workflows.
Outlook bugs
While users like the tight integration with Microsoft Outlook, they also experience some bugs and glitches when using the Outlook version of this CRM.

Tips from Microsoft Dynamics CRM End-Users

“To me the bigger key or more important criteria is selecting a certified Microsoft partner to work with. Our partners have been great to work with when I get stuck or can’t solve something on my own.”
Todd Jankowski
Marketing Specialist at ThyssenKrupp Rotek Incorporated
Jan. 2015
“Review your current processes and data. Think about how it will map into MS Dynamics CRM. If possible, obtain a trial license to the online version and perform a sample data import. This will allow you to see data within the entities and how the data relates and rolls up to the account. Keep in mind that customizations can be done.”
Christina Bayley
CRM Systems Analyst at AmeriQuest Business Services
Jan. 2015
“Implement in small bite sized chunks. CRM affects the entire organization, and going easy in the initial stages goes a long, long way in preventing the problems that many installs face half way through the implementation. Once your people adjust to the new communication processes, they will start to help tremendously with suggestions that WILL make the overall implementation a success.”
Chris Farias
Member at Delaware County Technical Schools Advisory Committee
Feb. 2015

Microsoft Dynamics CRM Response to Reviewer Feedback

  • Microsoft Dynamics CRM can deliver significant productivity benefits by virtue of our seamless integration with other Microsoft products including Office, Yammer, Lync/Skype, Sharepoint and PowerBI, and many of our customers appreciate this. The product has inherent flexibility arising from the ability to configure most customizations needed, with deeper capability if required and this has enabled our partners and customers to deliver very specific vertical solutions.
  • Microsoft has relatively recently had a major usability overhaul and we are seeing overwhelming positive response to this in market – customers on older versions will be reviewing and reflecting on an older paradigm.
  • Microsoft in an older release had some minor bugs in outlook integration, but these have now been addressed.
  • Microsoft is new to the marketing automation market, with our first release in June 2014 and new feature/functionality continues to be introduced at a rapid pace. Many Microsoft customers have successfully integrated marketing automation products from partners including Marketo globally.
  • Prior to 2011, Microsoft had sometimes released new functionality that would impact integrations. Post 2013, Microsoft is committed to enabling customers to upgrade and maintain customization if customers use standard APIs and configuration tools.