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.
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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)7.676%
- 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
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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
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Reviews and Ratings
(928)Attribute Ratings
Reviews
(1-4 of 4)Companies can't remove reviews or game the system. Here's why
March 14, 2023
Microsoft Dynamics 365 is your solution in using CRM.
Score 8 out of 10
Vetted Review
Verified User
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 organization. It keeps record of your transactions and inventories. It provides lots of analysis and it is a very secured system compared to customized applications/platforms.
- Lots of improvement and updates.
- CRM is a great advantage.
- Security is great.
- Customer support requires some support at times as they need some training when dealing with a customer and asking all the questions. The way they handle issues needs attention and they need to be trained.
76.66666666666667%
7.7
70%
7.0
75%
7.5
73.33333333333333%
7.3
86.66666666666666%
8.7
75%
7.5
75%
7.5
75%
7.5
70%
7.0
80%
8.0
- It saved a lot of time and cost which was impacted when we moved to Dynamics 365.
- It adds value as employees has more space to develop their skills with the less workload they have.
Interfaces are better, faster in work and more secured. Cost of product is much better with Microsoft Dynamics 365. Moreover Microsoft Dynamics 365 works hard on its updates and tries its best from what I have seen to make a better available product for usage by companies and individuals every where.
400
Almost most departments uses it from Sales, marketing, procurement, finance, administration.
10
People who work in the support Information and technical department does the support and coordinate any issues.
- CRM
- Inventory
- Finance.
- Analytics which was really great.
- Connect with our global branches and offices.
Yes
It replaced ERP oracle based systems as we were not very much happy with the performance and it is very heavy on our systems and it was not easy to make many changes from time to time or reports while Microsoft Dynamics was a very good choice indeed.
- Price
- Product Features
- Product Usability
- Product Reputation
Price is really great, product features are incredible, everybody knows the platform and works on it and the updates are great indeed.
I would not change. I will stick to Microsoft Dynamics 365 for my business and recommend it to others for sure.
I did not buy we were working on moving forward with this. So far we might decide to proceed with it.
No
Accessing it through my mobile is great and it made the difference. This is indeed an advantage.
March 18, 2015
Do you know what your customers want? Find out with one click through your Microsoft Dynamics CRM system!
My organization uses MS Dynamics CRM company-wide. It allows for all of our employees, regardless of department, to review and share account information about our customers and prospective customers. We heavily use cases as a helpdesk solution. We have also created several custom entities that tie into the account that are also heavily used by various divisions of the organization. Our CRM system allows users to access all information about an account in one place. There is no longer a need to make several phone calls to other divisions nor do users have to search through emails to find history regarding an account. All of the information is accessible within one system.
- End-User Usability. The system is very user-friendly. A novice user can easily find an account and review all the account information on one screen with links to contacts, cases, opportunities, etc that are associated with the account. All of the different entities are shown on the left-hand side of the screen. Searching for different records types within each entity is simple. New records can easily be created by users. Users can also create their own advanced finds (views). Users have the ability to set their own default start area along with the ability to set a default view for each entity. This is particularly helpful for users who rarely use the system and don't always remember which entity they need to access or which view to select. In the case of upper-management, who may only interested in viewing Dashboards, setting these user defaults is extremely helpful. Reports are easy to run and can have a variety of parameters to allow the user to customize the report data.
- Integration with Outlook. MS Dynamics CRM easily integrates with MS Outlook through a plug-in that is installed on the user's machine. Through this plug-in, a user can track emails, appointments, and tasks from Outlook to CRM through the click of a button. From that point forward, any changes made in either system are synced. In addition, if an email is tracked, any further responses or forwards of that email (inter-company) are also tracked in CRM. Users do have the ability to untrack any email at any point, which will stop any further responses or forwards from being tracked in CRM.
- Customization. From a developer's standpoint, most customizations are fairly simple. A new entity can be created for users in less than a day. Web resources can be created and can be very powerful on entity forms, as well as other places. There are several different types of Web Resources that can be created such as javascript, html, and css. Processes (workflows and dialogs) can be created that can be run on-demand or that can be triggered by an event, such as new record creation or field change. New users are easy to setup. Out-of-the-box, there are several security roles already created. These roles can be customized and you can also easily create your own. The system can be used right out-of-the-box and customizations can be done later as needs are realized.
- Third Party Managed Solutions. It is very easy to install managed solutions into MS Dynamics CRM. There is even a marketplace available where you can search for these solutions. They are also very easy to uninstall if you decide it does not suit your needs. Some of these solutions are free and some cost money. Regardless of cost, which is defined by the creator of the solution and not by Microsoft, the availability of these solutions are a definite strength because as a developer, you do not have to reinvent the wheel. In addition, if you create a managed solution that you feel will benefit others, you can add it to the marketplace and share with other developers.
- Marketing Module. The marketing module in CRM is lacking. As-is, it is very difficult to use the marketing entities for regular campaigns as it just lacks the power and functionality that other marketing programs have. There are marketing programs that can be purchased that will either run through the CRM system or that will run outside of the CRM system but can sync data. In my experience, I have worked with both of these scenarios. I work with one CRM organization that uses an installed managed solution for marketing and I work with another CRM organization that syncs with an external marketing program. I prefer the installed managed solution as the program is accessed from within CRM.
- Third Party Managed Solutions. While I listed this as a strength, it is also a weakness. When selecting third party managed solutions, it is important to research and ask questions. With the on-premise version that I use, I control my updates (rollups). When using the online version, updates are automatic. Make sure that the vendor who created the managed solution will keep their solution updates inline with Microsoft's updates. If not, your managed solution could stop working after an update. With some third party managed solutions, updates to the solution are not automatic either.
- Data Import. The data import in MS Dynamics CRM 2011 is much better than the data import from the previous 4.0 version however, it is still not robust enough to handle all scenarios. There is also supposed to be an easy way to export data to Excel, make changes, and then re-import the data with the changes however, you must do this quickly because any change to a record within CRM before the re-import will cause failures. It is also somewhat cumbersome at times when setting up the field mappings during the import. I have found that it is easier to use an external ETL program to import data into CRM. Usually with these programs you can write formulas and create mappings for option sets much easier than you can using the native data import within CRM.
- Mobility. In my opinion, the out-of-the-box mobile capability for the MS Dynamics CRM 2011 version is worthless. Without spending extra money for a third party solution, you are not able to run javascript on forms and the actual mobile form setup is very limited.
85.55555555555556%
8.6
53.33333333333333%
5.3
40%
4.0
45%
4.5
63.33333333333333%
6.3
85%
8.5
90%
9.0
N/A
N/A
35%
3.5
30%
3.0
- Time savings is the biggest ROI of MS Dynamics CRM. The accessibility of data in one, central program can save a user hours of research for just one customer. Also, being able to setup workflows to update data or automatically send e-mails also saves time. Imagine an option on an account in CRM to request credit for an account. When a user clicks the button, the system generates an email that includes key account information that is sent to the credit department. The credit department can run the necessary credit checks and approve or deny the request.
- Reporting through SSRS (SQL Server Reporting Services). Powerful reports can be created using SSRS and can be easily imported into CRM. These reports are easily accessible by users at the click of a button. These reports can include tables, charts/graphs, and even links to existing CRM records. These reports can provide users and management with answers to questions that they may not have thought to ever ask. User productivity reports can also be created.
- Higher customer satisfaction ratings. Being able to view an account with all its history at the click of a button can allow any user to provide better customer service which will return higher customer satisfaction. When a customer has to re-explain their situation multiple times to multiple departments they can quickly become frustrated. Through the CRM system, these situations can be documented where any user can review it and be immediately up-to-speed with the customer's situation.
- You can perform better marketing campaigns which can lead to higher sales. Knowing what your customers want and being able to track it in a CRM system will allow marketing visibility to this information. This will allow them to create more specialized campaigns geared towards a specific group.
- I converted a company from JD Edwards CRM to MS Dynamics CRM 4.0. I had very limited experience with the JD Edwards CRM, but my overall impression of the JDE CRM is that JDE is not a CRM system but an ERP system. It seemed that the CRM piece of JDE was added-on as a last minute, "let's stay with the times" module. It was very simplistic and lacked structure. My experience with the JDE CRM system was in 2008-2009.
- I converted a very small division of my current company from SalesForce into CRM. I had limited visibility to the SalesForce system. It seemed that there was a limited ability to customize the system. It was also difficult to export all of the data from SalesForce for import into MS Dynamics CRM. This was done in 2010.
150
Our users represent various business functions. We have over 200 users however, not all of them actively use the system on a regular basis. We have a help desk that uses CRM Cases for tickets. We use our system for inventory items via a custom entity. The sales group uses the system extensively - mostly opportunities, accounts, and contacts. Accounting and Credit/Collection uses the system, mainly for account information. There are also a few other teams that have required custom entities to be created. We also heavily use the reporting in CRM.
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