Microsoft Dynamics 365 is your solution in using CRM.
Microsoft Dynamics 365 is a great way to run an organization as an ERP system. It adds a lot of values in connecting all units within the …
Microsoft Dynamics 365Formerly Microsoft Dynamics CRM
Starting at $44 per month
View PricingOverview
What is Microsoft Dynamics 365?
Microsoft Dynamics 365 is a CRM providing sales, marketing, and service functionality. It is offered as SaaS and on-premise. Dynamics 365 is part of the larger Dynamics suite of business intelligence and ERP products.
Recent Reviews
Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
Popular Features
- Customer data management / contact management (68)8.787%
- Custom fields (65)8.383%
- Integration with email client (e.g., Outlook or Gmail) (65)7.575%
- Workflow management (66)7.272%
Pricing
Entry-level set up fee?
- No setup fee
For the latest information on pricing, visithttp://www.microsoft.com/en…
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Starting price (does not include set up fee)
- $44 per month
Features
Return to navigation
Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
What is Microsoft Dynamics 365?
Microsoft Dynamics 365 (formerly called Microsoft Dynamics) CRM is a CRM system providing sales, marketing, and service (help desk) functionality. It is offered in two flavors: Online (competing directly with Salesforce) and on-premise.
The Microsoft Dynamics family of business applications includes other related products for ERP and retail management.
Microsoft Dynamics 365 Features
- Supported: Comprehensive Solution for Sales, Service & Marketing
- Supported: Productivity Through Seamless Integration with Office 365
- Supported: Analytics Through Seamless Integration with PowerBI
Microsoft Dynamics 365 Video
Find more opportunities and boost sales with Microsoft Dynamics 365 - Gamification
Microsoft Dynamics 365 Integrations
- Act-On Software
- HubSpot Marketing Hub
- LeadLife
- Microsoft Dynamics 365 Marketing
- Adobe Campaign
- Aprimo
- eTrigue DemandCenter
- Astera ReportMiner
- Astera Centerprise
- LiveChat
- SAP CPQ
- SAP CLM, discontinued, duplicate
- SnapEngage
- Boingnet
- Devart Excel Add-ins
- GreenRope
- Cincom CPQ
- Axiom Software by Syntellis Performance Solutions
- ClientPoint
- QuoteWerks
- Oracle Marketing
- Syncfrog (unpubllished)
- Ektron Web Content Management System (Discontinued), part of Episerver
- Interactions Digital Roots
- Office 365
- PowerBI
- Yammer
- Microsoft Social Listening
Microsoft Dynamics 365 Competitors
Microsoft Dynamics 365 Technical Details
| Deployment Types | On-premise, Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Windows |
| Mobile Application | Apple iOS, Android, Windows Phone |
| Supported Countries | global |
| Supported Languages | Over 40 languages |
Frequently Asked Questions
Microsoft Dynamics 365 is a CRM providing sales, marketing, and service functionality. It is offered as SaaS and on-premise. Dynamics 365 is part of the larger Dynamics suite of business intelligence and ERP products.
Microsoft Dynamics 365 starts at $44.
NetSuite ERP, Sage CRM, and Salesforce Sales Cloud are common alternatives for Microsoft Dynamics 365.
Reviewers rate Forecasting and Pipeline visualization highest, with a score of 9.1.
The most common users of Microsoft Dynamics 365 are from Mid-sized Companies (51-1,000 employees).
Comparisons
Compare with
Reviews and Ratings
(928)Attribute Ratings
Reviews
(1-4 of 4)Companies can't remove reviews or game the system. Here's why
- The integration with Outlook is a HUGE plus in terms of user adoption, and if user adoption is not there, then any expense on a CRM is a waste of money.
- When implemented correctly, I've seen a minimum productivity improvement of 5%, very often much higher than that. This is primarily because it creates significantly streamlined communications, both internal and external to the company. What this means is fewer FTEs needed to do the same job!
- Ease of creating dashboards - A picture is worth a thousand words, and dashboards tell each user how they are performing on a continuous basis. When this clicks, you get a situation of all horses pulling in the same direction, and the results of this are terrific!
- Mid market manufacturing companies have invested heavily in streamlining operations and supply chain to drive down the unit production cost of the widgets they make. Unfortunately, they have not been able to do the same for Sales and Marketing, and Dynamics CRM is a tremendous tool in enforcing good sales process. When you have the discipline of following a good process, and have consistent Sales activity (both measurable from the CRM), you have a situation where the CRM becomes the best Sales Coach the company could ever have and not pay for!!!
- Business owners and managers must understand that it typically takes 6-12 months for the results to flow in. And it is often the case that when the bottlenecks in the Sales and Marketing processes are removed, other issues within the company get highlighted. Companies must be prepared for this, and the corresponding discomfort it creates. But it is all good, since we all want to work as efficiently as possible, and anything that brings inefficiencies to the surface is a good thing.
- Out of the box functionality from smart phones leaves a lot to be desired. Fortunately there are affordable third party products that are really great at this.
- Complex marketing campaigns and implementing a digital marketing strategy unfortunately require third party offerings. I'm sure this will be addressed in the future, but for now, this is limited.
- While Microsoft has addressed the issue of access from multiple browsers, the desktop "experience" is really only replicated on the Surface tablet, which is why some people have purchased this tablet (in addition to their iPads) because it just makes sense for them to do so. Others object to having another asset in inventory, but that is what the tablet wars are about anyway.
- Dynamics CRM 2013 has the "Process" interface which has its pros and cons. Right now, the ability for developers to tweak the look and feel is limited, but it is expected that improvements in this aspect (giving developers more control) is imminent.
94.44444444444444%
9.4
100%
10.0
100%
10.0
75%
7.5
100%
10.0
100%
10.0
100%
10.0
100%
10.0
100%
10.0
100%
10.0
- The productivity improvements are huge, and this cuts across Sales, Marketing, and Customer Service. We are a small shop, and one of the support persons was out sick when the customer he was servicing called in with an urgent need. The CRM was the reason why others could access the Case in a few seconds and respond right away, which is huge in terms of Customer loyalty.
- The big advantage is eliminating the total dependency organizations have in terms of the knowledge in people's minds or filing cabinets. The processes become person independent!
- I've seen very good sales reps become fantastic sales reps after we implemented Dynamics CRM. These guys are always looking for ways to create more sell time, and CRM gives them that ability, resulting in much better performance.
January 30, 2015
I've used salesforce as well... still prefer MSCRM.
Score 10 out of 10
Vetted Review
Verified User
MSCRM is being used by all departments. Sales and Marketing most heavily, but even merchandising uses it to do research for product development endeavors. The 2 main problems it tackled for us is 1) allowed us to store and use demographic elements about our clients to create a strategic marketing and communcation approach that was relevant to them and 2) allowed us to pull back in the transactional metrics in a unique way. We used the transactional data to create new KPIs which became loyalty measures and identified gaps and opportunities in client spend. These metrics became a huge tool for us to market specifically, to win business we didn't have, to understand why we didn't have it and to move the needle in key product categories.
- Super easy to customize without being "IT". As a tech savvy marketer- I was able to guide my team through the implementation tons of changes as needed to improve our processes.
- Workflows! While there is a learning curve- the workflow functionality within CRM is incredible- a very efficient way to auto populate data, create notifications, etc. Endless possibilities with no IT involvement required.
- Easy data migration from your other systems using scribe, and reasonably simple to import from other sources as well.
- Integration to MS OUtlook. Client communcations can become part of the permanent relationship record with no added keystrokes or hassle.
- My experience is limited to CRM 4- I believe most of the "gaps" I would identify are addressed in the newer versions.
- Native integration of a "proper" email tool would be great. I recently was involved in implementing an Exact Target plug-in within it, and it worked "ok" however if a true subscription based email platform was just part of the package for proactive marketing and client nurture/communications that would be incredible.
- Calculated metrics such as Key Performance Indicators, ratios, etc.. are not as simple as I'd like within the tool Can be done, but requires IT skills (Script, codes, etc). I'd love a method to do that as just a marketing guru. For example- If your transactional system can push in a total transaction count for the last 12 months for a customer, and a total revenue or margin for that customer- and possibly you just want to generate an "average Monthly" metric or an "average Transactional" metric to place into a KPI report. That can be done- by an IT sort of professional- but not by me. That's a simple example- but if you develop any sophisticated KPI metrics that you want CRM to calculate- the "power user" will not likely be able to execute those calculations without significant support from programmers. I've used such KPIs for campaign targeting and marketing cadence planning.
77.77777777777777%
7.8
23.333333333333336%
2.3
70%
7.0
40%
4.0
20%
2.0
87.5%
8.8
N/A
N/A
N/A
N/A
35%
3.5
N/A
N/A
- Improved customer service by providing better information within reach.
- Improved efficiency by integrating sql reporting through for account managers to efficiently and quickly analyze a client's potential
- Improved targeting by endless abilities to customize demographics for our industry by client and deployment of campaigns within those targets.
Refer to my Salesforce Review on my profile for detail.
- Vendor implemented
- Professional services company
We used TriBridge to implement CRM and they were remarkable. The define/design phase, needs analysis was excellent, implementation went smoothly, and when they left I felt fully empowered to own the system on my own. They still provided support, but we really didn't need it much.
No
Change management was a small part of the implementation and was well-handled
We went into this with our eyes wide open and recognized the need for change. Changing sales team behaviour was a plan all along, and we recognized CRM was the tool to support that change, not a roadblock and sold it that way through the org.
January 27, 2015
Raving Fan for Microsoft Dynamics
Our CRM system is currently used by our inside and outside sales teams only. Long term we will rollout to our engineering team and our service team.
Used to streamline sales process---handling of leads and opportunities. Used to manage our interaction with accounts and contacts. We also use the goal function and ClickDimensions for marketing automation.
Used to streamline sales process---handling of leads and opportunities. Used to manage our interaction with accounts and contacts. We also use the goal function and ClickDimensions for marketing automation.
- Incredibly intuitive to use. I was hired without any prior knowledge of Microsoft Dynamics and had a custom system Implemented and trained to our sales team in just over 3 months. That is incredible.
- Readily available training materials----just google your question and you'll find support from all corners of the internet.
- The dashboards are very easy to create and customize.
- Sometimes there are too many ways to skin a cat----this has lead to confusion from our sales team at points. IE...multiple ways to get to the same place within CRM.
- I find the Outlook version to be "glitchy". We get crashes or disconnects fairly often. Easy to fix but nonetheless it's annoying. I tend to use the IE version exclusively.
53.33333333333333%
5.3
N/A
N/A
50%
5.0
50%
5.0
100%
10.0
75%
7.5
100%
10.0
N/A
N/A
50%
5.0
N/A
N/A
- Has given our sales leadership SIGNIFICANT insight into individual rep pipelines, conversion rates, lead generation and order income (won opportunities). We were able to implement a KPI rep ranking system and bonus program because of the insight CRM provides our sales management.
- Drastically improved our account and contact management---captured email address and implemented customer newsletter as a direct result of CRM. Increased customer satisfaction.
I was an end user of Salesforce.com. I am our system administrator with Microsoft Dynamics. To me there is no comparison.
I was not part of the decision making process when purchase decision was made. It was important for us to have on premise deployment.
I was not part of the decision making process when purchase decision was made. It was important for us to have on premise deployment.
15
Sales team only at this point. We will eventually rollout to our engineering team and service team.
1
Basic to moderate computer skills needed. Prior understanding of Microsoft product suite helpful.
#1 is Patience. CRM was new to ouir organization and a big culture change to our sales team. I get questions all day long on items that were previously trained or introduced.
We use third party advanced support when I can't solve something on my own. Javascript and programming as an example.
#1 is Patience. CRM was new to ouir organization and a big culture change to our sales team. I get questions all day long on items that were previously trained or introduced.
We use third party advanced support when I can't solve something on my own. Javascript and programming as an example.
- Managing sales process
- Marketing automation
- Goal and rep performance monitoring
- Managing contacts and accounts
- Marketing automation. ClickDimensions email marketing was recommended to us. When we first made decision to implement a CRM system we had no idea this add-on was available. We have since implemented and use to send customer newsletters.
- Will eventually use to manager communication and workflows across multiple departments. Sales to Engineering for example.
- Implemented in-house
No
Change management was a major issue with the implementation
Implementing and the benefits were a big cultural change to our sales team---CRM immediately brought accountability to our team. There was no system in place for us to have insight into rep performance. We lost a couple of reps along the way due to this. Made us a stronger sales team in the end.
- Training our sales team. This was a big cultural change and change in environment to them.
- The implementation itself was a dream. It's so intuitive. I knew nothing about Microsoft Dynamics when hired. I was able to fully customize our system, import all of our data and implement in just over three months.
Yes
I use third party support when I can't solve an issue on my own. CRM is still relatively new to our organization (20 months). I'm a pretty advanced user and MD CRM is easy to use but I still get stuck from time to time and have to call in support. We've done a lot of advanced customization that has required an extra level of support to implement.
Yes
Always resolved in a timely fashion. We had issues importing the ClickDimensions solution. Took a couple of days but was solved. The Outlook version has had some crash issues and our partner has helped resolve.
December 04, 2014
Dynamics CRM can be extended to support your business
Score 9 out of 10
Vetted Review
Verified User
- It has a familiar Microsoft Interface. Since most of our organization uses Microsoft products, it helps with the learning curve.
- It has good integration with other Microsoft products like Outlook and Excel.
- It has some good reporting features in Views. Users can create them easily and also export them to Excel to do further analysis
- A skilled administrator can do a lot to build and maintain the system without needing a developer.
- It has a good workflow engine. It is easy to configure for someone with business analyst skills. A lot of your business processes can be automated and you would not need a developer.
- It has a powerful security model and framework which really helps us segregate data and processes
- The User Interface is quite clunky. It is not Web 2.0. This is improved in the 2013 release.
- It does not have good out of the box mobile functionality. I think there are some third party products that address this and CRM 2013 will also improve this ability.
- Limited marketing and field service automation functionality. Again, there are some good third party products that address this. We are looking at implementing Marketo for Marketing Automation. We have not begun evaluating field service automation vendors yet, but FieldOne has a product that provides this functionality for Dynamics CRM.
- We have extended Dynamics CRM to track our energy efficiency programs. We manage over 400 energy efficient programs operating in almost 25 States for over 70 clients. We manage and process almost 200,000 payments to over 15,000 energy program participants. Each Program is a unique, delivering a customized professional service to a targeted local customer base. Customer Service Management on such a large and decentralized scale was possible with Dynamics CRM.
- 20% Increase in Call Center Efficiency – CRM use across CLEAResult means that Call Center Staff, Incentive Processing Center Staff, Program Operating Teams, Program Managers, Client Call Center Staff and Client Managers all work off of the same data set. For example, during the program management process, incidents arise when application for rebates are received partially complete. CLEAResult utilizes the Customer Service module to manage these cases, work with participants to earn complete rebates and eliminated major complaints to the utility companies that CLEAResult serves. The result is reduced churn, increased communication, more satisfied Program Participants and more satisfied Clients.
- Scalability For a Complex Business - The business process improvements that CRM enables allow CLEAResult to scale our business. In 2011, before CRM, CLEAResult had 300 employees doing business in fewer than 10 States. We now have over 600 users on CRM and the CLEAResult family of companies has over 1000 employees doing business in almost 25 States. We can now report on the progress of our programs in real-time allowing for quick adjustments to program design in order to meet client goals. We can more easily onboard new employees and new clients, launch new programs and extend into new states. Adoption of the standardized business process that CRM enabled makes this continued growth possible.
We are a Microsoft shop with a lot of Microsoft products. The key stakeholder in the business also had experience in working with Dynamics CRM in a prior job.
600
- Business Development
- Operations (Energy Efficiency Program Management)
- Incentive Processing Center
- Customer Call Center
3
We have two CRM Application Administrators. They are both skilled in Dynamics CRM with some certifications.
We have one CRM Business Analyst. She is knowledgeable about CRM and how the business uses it.
We have one CRM Business Analyst. She is knowledgeable about CRM and how the business uses it.
- We have configured and customized the tool to run our energy efficiency programs
- The Incentive Processing Center uses CRM to enter rebate applications and generate invoice information to pass to our financial system
- The Customer Call Center uses it to manage cases for the participants in our programs
- Business Development uses it to manage their pipeline
- We have extended the system to help us manage our energy efficiency programs. The system is very configurable to do so. It has been very effective for us versus building custom software.
- We plan to implement add-ons for Field Service Automation and Marketing Automation
No
- Prior Experience with the Product
Our key business stakeholder had experience with Dynamics CRM in a prior job.
We would probably have done some more analysis on cloud vs. on-premise products. There are some challenges with having an on premise product I would prefer not to deal with.
- Professional services company
Hitachi Solutions
Yes
We did multiple releases over an 18 month period.
There was a three month discovery and design phase followed by the first release. We then had multiple releases that were 6-8 weeks in length.
There was a three month discovery and design phase followed by the first release. We then had multiple releases that were 6-8 weeks in length.
Change management was a major issue with the implementation
We did not focus enough on change management and commit resources to it.
- Change Management
- Challenges with infrastructure as we scaled the system very rapidly
No