Item: Microsoft Dynamics 365
Rating: 9
Author: Sara Rogers

Use Cases and Deployment Scope

Microsoft Dynamics CRM is the software we use to manage our clients and prospect data and where sales keeps track of opportunities and tracks pipeline, etc. It's also now where our support team tracks support tickets. We have found that the CRM has helped us build stronger relationships, improve productivity and performance and give our staff a single view into the complete activity for any given account or contact. We integrate it with our campaign management platform (Marketo) as well as our sales enablement platform (Seismic) so our entire sales organization (account execs, demo, implementation) can easily see how marketing is also interacting or influencing the buyer journey.

Pros and Cons

Integrations
Customer engagement

Not particularly strong in completeness of vision
Higher priced than competition

Return on Investment

Insights

Alternatives Considered

Salesforce.com

We liked the fact that Dynamics CRM had out of box integrations with O365 applications like Outlook, Power BI, etc. They also are a little more flexible when it came to the implementation. They offered sales and service in a fully cloud based edition while other options in the 365 universe like Finance and Operations come with option on-premise versions. The move to the cloud appealed to us.As did their customer engagement plan tools for sales ans service.

Other Software Used

Seismic, Marketo, Microsoft Teams

Likelihood to Recommend

The system does everything we need it to. We (as marketers) use it to find out about clients and prospects given it's tracking engagement and opportunities for all of our product lines across the organization. It's also tracking (in some cases) which campaigns or trade shows a specific client or prospect has attended that we have also exhibited at. Further cementing that our audiences attend xyz events and showing we need to continue to engage in these events to engage and influence like minded individuals with the same pain points.

Dynamics CRM for the win

Software Version

Overall Satisfaction with Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM)