Microsoft Dynamics 365 Review: "I've used salesforce as well... still prefer MSCRM."https://www.trustradius.com/crmMicrosoft Dynamics 365 (formerly Microsoft Dynamics CRM)Unspecified7.14281012013-11-29T22:09:48.888Z
Updated January 30, 2015
Microsoft Dynamics 365 Review: "I've used salesforce as well... still prefer MSCRM."
Score 10 out of 101
Overall Satisfaction with Microsoft Dynamics CRM
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.
- 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.
It's important that you have colleagues INVESTED in the needs analysis, customization and deployment. Not just technical employees but stakeholders from sales, service and marketing. Any system is only as powerful as the stakeholders can visualize collectively. You need to gather a team of Subject Matter Experts who have a fair amount of technical aptitude who can devote ample time and attention both up front and early on to make sure that you maximize the ability to use this long term. LEARN from your consultants during needs analysis and implementation.
Microsoft Dynamics 365 Feature Ratings
Customer data management / contact management
Integration with email client (e.g., Outlook or Gmail)
Quote & order management
Channel / partner relationship management
Call center management
Help desk management
Billing and invoicing management
API for custom integration
Single sign-on capability
Using Microsoft Dynamics CRM
Likelihood to Renew
My current position will likely be phasing out CRM due to an acquisition which had *more* of our existing business on a different platform. It's just a matter of sunk costs and efficiency there. On a personal level- having now had specific experience with 3-4 different "comparable" CRM platforms, I would still prefer MSCRM any day. My previous position at another company will most likely continue using it for years to come.
Microsoft Dynamics CRM Implementation
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.
Implementation Details / Implementation Partner
- 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.
Change Management Lessons
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.