Microsoft Dynamics CRM Reviews

Name: Microsoft Dynamics CRM
Brand: Microsoft
Rating: 3.9 (80 reviews)

Vendor: Microsoft

3.9 out of 5

80 reviews
93% willing to recommend

Leave a review

What is Microsoft Dynamics CRM?

Microsoft Dynamics CRM is a comprehensive customer relationship management solution that helps businesses streamline their sales, marketing, and customer service processes. With its user-friendly interface and powerful features, it enables organizations to effectively manage their customer interactions and drive business growth.

Get the Microsoft Dynamics CRM Buyer's Guide and find out what your peers are saying about Microsoft Dynamics CRM, Teradata, Zendesk and more!

Microsoft Dynamics CRM is the #1 ranked solution in top CRM solutions, #1 ranked solution in top Local Government CRM solutions, #2 ranked solution in top CRM Customer Engagement Centers, #2 ranked solution in top Marketing Management solutions, and #2 ranked solution in top Sales Force Automation solutions. PeerSpot users give Microsoft Dynamics CRM an average rating of 7.8 out of 10. Microsoft Dynamics CRM is most commonly compared to Teradata: Microsoft Dynamics CRM vs Teradata. Microsoft Dynamics CRM is popular among the large enterprise segment, accounting for 53% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a financial services firm, accounting for 10% of all views.

Buyer's Guide

Microsoft Dynamics CRM

March 2026

Get the report

Helped 884,873 peers since 2012

Featured Microsoft Dynamics CRM reviews

NavinJacob

Chief Digital Officer at Cipher7

We will use either CRM Salesforce or Microsoft Dynamics CRM, leveraging Microsoft communication server to integrate digital communications, sentiment analytics, voice analytics, and intelligent chatbots, focusing on creating a customer experience solution that encompasses conversational AI as well as back-office solutions. If you have a heterogeneous mix of technologies or if your contact center is on analog and you try to digitize it, Microsoft Dynamics CRM doesn't provide solutions that allow you to transform easily. A lot of custom work is needed if you have to integrate heterogeneous technologies with the Microsoft suite, but if you are using the Microsoft suite, then it's quite seamless. On a scale from one to ten, I rate Microsoft Dynamics CRM an eight.

Read full review

Muhammad Sohaib Abbasi

Principal Consultant at Systems Limited

The most valuable thing about Microsoft Dynamics CRM is the integration and the applicability. It is much easier to adopt, and configuration is also much easier. It does not need a lot of technicality. Being a person with a software engineer background, if I am going to give a normal walkthrough of the product and how they can do the configuration, the configuration in Microsoft Dynamics CRM, customer engagement or any other module that we are implementing on the client side, is easier. We can guide them easily and they can adopt it and they can create small business rules or specific rules for use case scenarios or business rules that need to run hourly or fortnightly or something like that. They can do that as well without needing to create a specific change request for that if they are attentive during the training when we are providing it. The sales process tools in Microsoft Dynamics CRM are good as well because when we are implementing the customer engagement or any other module there, sales have also been implemented because when the order journey is created, it always starts with the customer engagement or something like that and ends up in the sales module. It is a good module, and prior to this, we had to go with Finance and Operations. But now Microsoft Dynamics CRM is also capable enough that it can create all those calculations on the Microsoft Dynamics CRM side. Before that, it was handled in Finance and Operations. The options and capability that we have on the front end side of Microsoft Dynamics CRM allow us to create a proper invoicing channel, a proper invoice, and a proper receipt with proper taxation. It is a very good initiative that it has done. Before that, around five to six years back when it was not handled in Microsoft Dynamics CRM side, it was handled in Finance and Operations, the ERP module. Regarding scalability, Microsoft Dynamics CRM has good high potential. I can rate it around 7.5 or 8 out of 10 because it is all about the technical knowledge and being a functional consultant and techno-functional consultant of a product. But from a layman's perspective, it might be different because for a layman, it might seem to be limited software unless any professional consultant is with them and explaining how the modules are working and who has the professional capabilities to tell them what the capability of that specific module is and how scalable it is and how we can implement it. There was a client I had to handle and I had to tell him to opt for multiple modules, for which he was very hesitant and he was very upset. I had to tell him that the marketing module is going to affect him in a different way, the sales module is going to affect him in a different way, and other modules are going to affect him in a different way, so they will be more profitable for him in the longer term. But it is very difficult to explain these things to Middle Eastern people. They are too furious. That is a very hectic situation. At the end, what my team and I are doing is we have them opt for customer engagement, for example, if the main business relies on the customer engagement module, then we just focus on customer engagement. We build the things for the client for the customer engagement. We have to write multiple custom codes and different things on JavaScript and all to do those specific tasks that can be done easily on the other modules because the client is not willing to go for multiple licenses sometimes. These are the things we have to cater, but having a good team with heavy skill set, it is easy to achieve the deadlines. Sometimes there are times that it is a really hectic situation to achieve those deadlines, especially when there are many public holidays going on or some religious holidays going on because my team consists of multiple people with different religious backgrounds and multiple nationalities. Especially during this time of the year from November till June, I have multiple challenges.

Read full review

reviewer2305767

CISO at a financial services firm with 501-1,000 employees

One of the valuable features of Microsoft Dynamics CRM is its intuitive interface that allows customizations, enabling me to tailor views and menus according to my day-to-day needs. Additionally, the collaboration features, backend storage integration with OneDrive, and the security features, including Azure integration, 2FA, and reporting audit trails, are also notable. Its ability to offer a customizable experience by allowing me to define what I see and interact with daily is beneficial, particularly in comparison to more rigid systems. The backend storage integrates seamlessly with OneDrive, and the solution offers robust security features, including Azure integration, two-factor authentication (2FA), and comprehensive audit trails.

Read full review

Microsoft Dynamics CRM mindshare

Product category:

As of March 2026, the mindshare of Microsoft Dynamics CRM in the CRM Customer Engagement Centers category stands at 13.0%, down from 27.0% compared to the previous year, according to calculations based on PeerSpot user engagement data.

CRM Customer Engagement Centers Mindshare Distribution
Product	Mindshare (%)
Microsoft Dynamics CRM	13.0%
Salesforce Service Cloud	10.6%
Zendesk	8.2%
Other	68.2%

CRM Customer Engagement Centers

PeerResearch reports based on Microsoft Dynamics CRM reviews

Type	Title	Date
Category	CRM Customer Engagement Centers	Mar 25, 2026	Download
Product	Reviews, tips, and advice from real users	Mar 25, 2026	Download
Comparison	Microsoft Dynamics CRM vs Salesforce Service Cloud	Mar 25, 2026	Download
Comparison	Microsoft Dynamics CRM vs ServiceNow Customer Service Management	Mar 25, 2026	Download
Comparison	Microsoft Dynamics CRM vs Zendesk	Mar 25, 2026	Download

Valuable Features

Microsoft Dynamics CRM's most valuable features include seamless integration with Microsoft tools, ease of use, flexibility, customizable dashboards, user-friendly interface, scalability, and robust reporting capabilities. It efficiently manages sales processes, customer engagement, and communications. Its APIs and mobile access enhance versatility and adaptability. The platform offers a secure environment with Azure integration and supports automation, leading to efficient business process management and a comprehensive view of customer interactions.

"The most valuable thing about Microsoft Dynamics CRM is the integration and the applicability."
"The integration with the Microsoft suite, such as Office 365 and SharePoint, offers significant benefits for Microsoft Dynamics CRM, as ninety percent of organizations are already on the Microsoft suite, leading to quick integration and system setup."
"The integration with the Microsoft suite, such as Office 365 and SharePoint, offers significant benefits for Microsoft Dynamics CRM, as ninety percent of organizations are already on the Microsoft suite, leading to quick integration and system setup."

Room for Improvement

Microsoft Dynamics CRM could enhance its user interface to be more intuitive and visually appealing. Improvements are needed in mobile functionality, integration with other systems, and easier customization. There should be better documentation for integration, a streamlined setup process, and more responsive customer support. Additionally, scalability and performance optimizations are required to handle large datasets efficiently. Introducing advanced AI capabilities for analytics and better reporting features without extra fees could provide greater value to users.

"Once there was an issue where our whole database was corrupted."
"Many customers feel the overheads of cost and ROI are not present, prompting them to consider migrating out of Microsoft Dynamics CRM or minimizing their footprint to manage costs effectively, especially in sectors such as banking and airline."
"Many customers feel the overheads of cost and ROI are not present, prompting them to consider migrating out of Microsoft Dynamics CRM or minimizing their footprint to manage costs effectively, especially in sectors such as banking and airline."

ROI

Microsoft Dynamics CRM delivers significant ROI through enhanced features, integration capabilities, and improved sales processes. Most users report high ROI, highlighting benefits in efficiency and accuracy. Some express concerns about costs, leading to the consideration of scaling down or switching platforms. The CRM significantly aids in customer retention and reduces time to market. Users emphasize the tool's value proposition and capabilities, although pricing and licensing issues may impact perceived returns.

Pricing

Microsoft Dynamics CRM is generally seen as expensive, with prices ranging from $50 to $115 per user monthly. Its pricing model is per-user and license-based, making it affordable for enterprises but potentially costly for small businesses. Discount options and multi-year enterprise agreements may be available, contributing to its competitiveness against solutions like Salesforce. Costs vary based on several factors, including user count and deployment specifics. Microsoft often encourages long-term commitments for better pricing.

"The solution is expensive."
"The solution is not expensive."
"Microsoft Dynamics CRM is a little expensive solution."

Popular Use Cases

Microsoft Dynamics CRM primarily supports customer relationship management, sales, and marketing. Organizations use it to track sales opportunities, manage customer interactions, create dashboards, and ensure data integration. Companies also utilize it for analytics and reporting, customer account management, lead generation, project management, and integration with other Microsoft tools. The platform is leveraged for automating processes, managing pipelines, and facilitating communication across various channels like email, WhatsApp, and SMS.

Service and Support

Microsoft Dynamics CRM customer service and support receive mixed feedback. Responses vary from quick, helpful, and knowledgeable to slow and unresponsive, with some clients mentioning long response times unless premium support is purchased. Partners and internal teams often assist due to Microsoft's complexity. Local partners provide satisfaction. Rated mostly between 7 to 10, there's room for improvement, particularly in responsiveness and geographical relevance. Many emphasize the need for specialized assistance.

Deployment

Microsoft Dynamics CRM's initial setup varies widely in complexity. Some users find it straightforward, especially with Microsoft's cloud services and integration with other applications. Others describe a more complex process, often requiring customization and expertise. The duration of deployment can range from a few days to several months, influenced by project requirements and customization needs. Users appreciate Microsoft's involvement in data handling but express concerns about limitations in demo account access and ID reuse.

Scalability

Microsoft Dynamics CRM is widely recognized for its scaling capabilities across various industries. It can handle numerous users and departments, with flexibility in accommodating customization and integration with other applications. While some experience challenges with stability and maintainability, many users highlight its efficient growth potential. The solution is particularly noted for its suitability for large enterprises, with positive ratings on scalability, though some report licensing costs as a consideration for scalability decisions.

Stability

Microsoft Dynamics CRM is generally stable, receiving ratings between seven and ten for stability. Users report few bugs or crashes and reliable performance, noting Microsoft Dynamics CRM handles workloads effectively. Occasional past issues included database corruption and hacking incidents, but improvements and updates have enhanced robustness. Some users still experience minor instability, especially during peak loads or with system changes. Many find Microsoft Dynamics CRM reliable, although some infrastructure improvements could increase stability further.

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

Download our Microsoft Dynamics CRM Buyer's Guide for additional reliable information.

Review data by company size

By reviewers
Company Size	Count
Small Business	38
Midsize Enterprise	19
Large Enterprise	15

By reviewers

By visitors reading reviews
Company Size	Count
Small Business	247
Midsize Enterprise	120
Large Enterprise	409

By visitors reading reviews

Top industries

By visitors reading reviews

Financial Services Firm

10%

Manufacturing Company

Computer Software Company

Government

Educational Organization

Comms Service Provider

Retailer

Performing Arts

University

Construction Company

Wholesaler/Distributor

Energy/Utilities Company

Healthcare Company

Media Company

Insurance Company

Marketing Services Firm

Real Estate/Law Firm

Hospitality Company

Transportation Company

Outsourcing Company

Non Profit

Legal Firm

Consumer Goods Company

Pharma/Biotech Company

Logistics Company

Aerospace/Defense Firm

Mining And Metals Company

Recreational Facilities/Services Company

Compare Microsoft Dynamics CRM with alternative products

Learn more about Microsoft Dynamics CRM

One of the key features of Microsoft Dynamics CRM is its sales automation capabilities. It allows sales teams to track leads, manage opportunities, and close deals more efficiently. The solution provides a centralized platform for managing customer information, enabling sales representatives to access real-time data and make informed decisions. It also offers tools for forecasting, pipeline management, and sales analytics, helping businesses optimize their sales processes and drive revenue growth.

In addition to sales automation, Microsoft Dynamics CRM offers robust marketing automation features. It enables marketers to create and execute targeted marketing campaigns, track campaign performance, and generate actionable insights. The solution provides tools for lead management, email marketing, social media integration, and customer segmentation, allowing businesses to engage with their customers effectively and drive marketing ROI.

Furthermore, Microsoft Dynamics CRM helps organizations deliver exceptional customer service. It provides a unified view of customer interactions, enabling customer service representatives to deliver personalized and timely support. The solution offers case management, a knowledge base, and self-service portal capabilities, empowering customers to find answers to their queries and resolve issues on their own. It also provides tools for service analytics and reporting, helping businesses identify areas for improvement and enhance customer satisfaction.

Microsoft Dynamics CRM was previously known as Dynamics CRM, MS Dynamics CRM.

Microsoft Dynamics CRM customers

Metro Bank, Nissan, Pandora, Delta, Haynes International, City of London, Trek and many more market leaders.

Title	Rating	Mindshare	Recommending
Teradata	4.1	N/A	88%	83 interviews Add to research
Zendesk	4.0	8.2%	91%	68 interviews Add to research

Author info	Rating	Review Summary
Chief Digital Officer at Cipher7	4.0	I've used Microsoft Dynamics CRM for years; it's great with Microsoft integrations but costly and less flexible with non-Microsoft tech. It's stable and scalable, but ROI varies, especially for smaller firms or complex, heterogeneous environments.
Principal Consultant at Systems Limited	4.0	I value Microsoft Dynamics CRM's strong integration, ease of adoption, and robust analytics, despite occasional lag and basic UI. Co-pilot's constant pop-ups are irritating, but it's a scalable solution with excellent support.
CISO at a financial services firm with 501-1,000 employees	4.0	I used Microsoft Dynamics CRM in a banking context for customer data management and sales support. Its intuitive interface and seamless integration with OneDrive are valuable. Training materials need improvement, and backend scripting simplification could enhance usability.
Head of Digital Transformation at Simplified Consulting	4.0	We use Microsoft Dynamics CRM primarily for opportunity management and customer relations. Its integration with Microsoft products and automation capabilities are valuable, though setup can be complex. Despite no specific ROI measurement, efficiency in sales processes has improved.
Head Of Development at Aleman Software Group	4.0	No summary available
Enterprise Architect at BEC	4.5	We use Microsoft Dynamics CRM for HR and resource management, which enhances project insight and timesheet management. Its automation feature improves efficiency, though the UI/UX could be more intuitive initially. We chose it over SAP for better integration.
Senior Enterprise Architect at a tech consulting company with 10,001+ employees	5.0	I find Microsoft Dynamics CRM valuable for its customer engagement, contact, opportunity, and order management features. Enhancements such as microservices, AI integration for analytics, and sentiment analysis for customer satisfaction could further improve its functionality and customer insights.
CEO at Planfirma Technologies Private Limited	4.0	Microsoft Dynamics CRM integrates well with Microsoft tools, making it user-friendly, especially for campaigns targeting different customer segments. However, it lacks an analytical dashboard and AI features. Despite considering HubSpot, we chose Microsoft Dynamics for its affordability.

Microsoft Dynamics CRM Reviews

What is Microsoft Dynamics CRM?

Featured Microsoft Dynamics CRM reviews

Microsoft Dynamics CRM mindshare

PeerResearch reports based on Microsoft Dynamics CRM reviews

Valuable Features

Room for Improvement

ROI

Pricing

Popular Use Cases

Service and Support

Deployment

Scalability

Stability

Review data by company size

Top industries

Compare Microsoft Dynamics CRM with alternative products

Learn more about Microsoft Dynamics CRM

Microsoft Dynamics CRM customers

Related questions

Product Categories

Popular Comparisons