HubSpot CRM and Microsoft Dynamics 365 Customer Service compete in the CRM software category. HubSpot seems to have the upper hand due to its strong marketing automation and ease of use, although Microsoft Dynamics offers more robust customization and integration options with Microsoft tools.
Features: HubSpot CRM provides seamless integration with Outlook, valuable sales automation features, and efficient contact management and sales tracking. Its marketing automation capabilities are a highlight, making it popular for comprehensive customer relationship management. Microsoft Dynamics 365 Customer Service offers robust customization, seamless integration with Microsoft tools like Power BI and Teams, and advanced case management capabilities. Its cloud-based nature ensures data availability across locations.
Room for Improvement: HubSpot CRM could enhance its email capabilities, offer more customization, and adjust pricing for premium versions. Users have noted limitations in integration and duplicate management, and the mobile app requires improvements. Microsoft Dynamics 365 Customer Service could improve its user interface options, simplify licensing, and enhance scalability.
Ease of Deployment and Customer Service: HubSpot CRM offers various deployment options, primarily leveraging the public cloud, though on-premises implementation can be challenging. Microsoft Dynamics 365 Customer Service primarily uses on-premises deployment, which may complicate initial setups. HubSpot CRM users report satisfaction with proactive support but suggest increasing live agent availability, whereas Microsoft Dynamics is noted for needing improvements in technical support quality.
Pricing and ROI: HubSpot CRM provides a free version, deemed affordable for small businesses, with various pricing tiers; advanced packages are seen as costly by some. Users report good ROI, especially when used comprehensively with revenue teams. Microsoft Dynamics 365 Customer Service offers a range of licenses suitable for larger enterprises due to higher costs. Its pricing is straightforward but considered more expensive than competitors. ROI is positive when fully utilized, with credit given to its high-value automation and integration features.
There is always an account rep that's available, and there is a technical account rep that is available for every account.
Many users give it only a couple of minutes before moving on, so there should be ways for quick, direct access and follow-up, which is currently somewhat challenging.
HubSpot's customer service is excellent and fast.
When somebody is doing a ticketing system transition at an enterprise level, it is obviously a complex affair involving hundreds of people and tens of teams at various points in the transition or implementation life cycle.
We are using local Microsoft partners, not Microsoft themselves.
I would evaluate Microsoft tech support as an eight out of ten, as they are quite responsive.
Handling around 100 to 150 users is fine.
HubSpot CRM is a scalable solution.
There are a lot of enterprises using it, however, even as a GTM for HubSpot, their target market is predominantly SMB.
Their per-user pricing is on the higher side, and most of their enterprise contracts require a minimum one-year guarantee for any enterprise agreement.
A better CRM can be achieved by providing more customization features.
The response time is slow.
More flexible rule-defining back ends that you can customize to your business context more closely than you can right now would be better.
The solution could improve by providing internal scorecards for agents and much better staff ratings.
The main area for improvement is the pricing model.
We did our integration with sales automation and other tools internally, which incurred no additional costs beyond the standard licensing fees.
The pricing is within the market range, but there is room for improvement.
HubSpot stands out for its ease of use, especially with sequence creation compared to other CRM solutions.
The integration is very good, especially with Adobe and Google.
All the automation features, where I can completely automate a cadence like emailing, lead scoring, and lead qualification, everything can be automated, including all workflows.
It has a workflow feature and offers excellent automation capabilities that streamline our customer service.
It is fully integrated and easily scalable with other Microsoft tools like Power BI, which is a great advantage.
You can integrate it easily with AI, Microsoft Copilot and Power Automate.
| Product | Market Share (%) |
|---|---|
| HubSpot CRM | 1.1% |
| Microsoft Dynamics 365 Customer Service | 0.6% |
| Other | 98.3% |
| Company Size | Count |
|---|---|
| Small Business | 39 |
| Midsize Enterprise | 5 |
| Large Enterprise | 8 |
| Company Size | Count |
|---|---|
| Small Business | 12 |
| Midsize Enterprise | 3 |
| Large Enterprise | 7 |
HubSpot CRM is a comprehensive customer relationship management software that helps businesses manage their sales, marketing, and customer service activities. It offers a wide range of features, including contact management, email tracking, deal tracking, and task management.
With its intuitive interface and easy-to-use tools, HubSpot CRM allows users to streamline their sales processes, track customer interactions, and improve overall productivity. It also integrates seamlessly with other HubSpot products, such as marketing automation and customer service, providing a complete solution for businesses of all sizes.
Whether you're a small startup or a large enterprise, HubSpot CRM can help you organize and grow your customer relationships.
Microsoft Dynamics 365 Customer Service integrates seamlessly with Microsoft tools, offering cloud-based accessibility that enhances business processes and facilitates decision-making. Its customizable workflows and insightful reporting streamline operations for effective customer relationship management.
Microsoft Dynamics 365 Customer Service provides an extensive suite of features, including advanced case management, seamless connectivity, and a user-friendly interface. Cloud-based accessibility supports collaboration and automation, while built-in connectors like Power BI simplify data management. Regular updates enhance functionality and improve business processes. Areas for improvement include greater customization flexibility, smoother integration with enterprise systems, and better scalability. Enhanced dashboards and user-friendly components are also desired, alongside improved technical support and licensing clarity.
What are the key features of Microsoft Dynamics 365 Customer Service?In industries like manufacturing, energy retail, and IT, Microsoft Dynamics 365 Customer Service is employed for communication, collaboration, and sales management, supporting lead management, proposal tracking, and ticketing systems. Departments such as sales, finance, and HR leverage its capabilities for complaint management, inquiries, and operational support through secure cloud connections.
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