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HubSpot CRM vs Microsoft Dynamics 365 Customer Service comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Dec 19, 2024

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

ROI

Sentiment score
6.7
HubSpot CRM boosts lead generation and revenue, with varying ROI and valued for efficiency, automation, and data security.
Sentiment score
5.9
Organizations see ROI in 3-4 years; Dynamics 365 enhances efficiency, reduces costs, increases satisfaction, and saves time significantly.
 

Customer Service

Sentiment score
7.3
Users commend HubSpot CRM's timely support, though improvements like live agents and self-help access are needed for some.
Sentiment score
4.3
Microsoft Dynamics 365 Customer Service is responsive but can face delays in complex cases, needing improvement in response times.
There is always an account rep that's available, and there is a technical account rep that is available for every account.
Part of it is different language use, and while that's okay, it wasn't immediately evident where to find help, verify, or submit a question and get responses.
HubSpot's customer service is excellent and fast.
I would evaluate Microsoft tech support as an eight out of ten, as they are quite responsive.
We are using local Microsoft partners, not Microsoft themselves.
 

Scalability Issues

Sentiment score
7.3
HubSpot CRM is scalable for all company sizes, but some prefer pairing it with Salesforce for enhanced capabilities.
Sentiment score
7.1
Microsoft Dynamics 365 Customer Service is scalable, adaptable for various business sizes, though experiences with integration and licensing vary.
Handling around 100 to 150 users is fine.
There are a lot of enterprises using it, however, even as a GTM for HubSpot, their target market is predominantly SMB.
 

Stability Issues

Sentiment score
8.5
Users praise HubSpot CRM for its stability, reliability, and strong performance, despite occasional minor delays in operations.
Sentiment score
8.0
Microsoft Dynamics 365 Customer Service is highly rated for stability, with users appreciating its reliable performance despite occasional issues.
 

Room For Improvement

HubSpot CRM needs improvements in customization, pricing, integration, UI, mobile app, support, automation, scalability, and subscription features.
Microsoft Dynamics 365 Customer Service requires enhancements in usability, customization, integration, scalability, support, documentation, and pricing transparency.
A package covering everything in a particular area without requiring the entire purchase would be excellent.
The response time is slow.
A better CRM can be achieved by providing more customization features.
The solution could improve by providing internal scorecards for agents and much better staff ratings.
The main area for improvement is the pricing model.
 

Setup Cost

HubSpot CRM offers mid-range pricing with modular options but is criticized for limited advanced features and perceived high cost.
Microsoft Dynamics 365 Customer Service offers moderate pricing, competitive for its features, with a straightforward user-based licensing 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.
 

Valuable Features

HubSpot CRM is valued for its user-friendly design, seamless integrations, automation, customizable workflows, scalable features, and real-time reporting.
Microsoft Dynamics 365 Customer Service enhances integration, automation, and customization, improving customer support with AI, analytics, and seamless cloud access.
HubSpot stands out for its ease of use, especially with sequence creation compared to other CRM solutions.
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.
The features are superior, as few others can reach that level.
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.
 

Categories and Ranking

HubSpot CRM
Ranking in CRM
5th
Average Rating
8.2
Reviews Sentiment
7.1
Number of Reviews
48
Ranking in other categories
No ranking in other categories
Microsoft Dynamics 365 Cust...
Ranking in CRM
13th
Average Rating
8.2
Reviews Sentiment
6.6
Number of Reviews
21
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of August 2025, in the CRM category, the mindshare of HubSpot CRM is 2.5%, up from 1.8% compared to the previous year. The mindshare of Microsoft Dynamics 365 Customer Service is 0.9%, up from 0.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.
CRM
 

Featured Reviews

Charles Dickens - PeerSpot reviewer
Effortlessly manage relationships with seamless contact data integration
The primary area to improve is creating deployable packages. When I buy into HubSpot, I have a list of checks, however, I am left to figure out how to use it. I start with a budget, and it's just a persistent sales demand. HubSpot should establish some pre-deployable packages that, when contracted, offer basic functionality. It is important to be clear about what it doesn't provide or what else is needed. I can outfit myself with my own tools or other options as I evaluate the board. They are building businesses for themselves. However, there's always a limiting function encountered. Understanding limitations upon entry would be beneficial so I don't constantly stumble upon unknown constraints. A package covering everything in a particular area without requiring the entire purchase would be excellent.
reviewer2748861 - PeerSpot reviewer
There is significant room for improvement in routing and setup challenges
The system is easy to use, especially when logging customer interactions or requests, which flow to the resolution teams. Users can attach documents and easily review past interactions. Microsoft Dynamics 365 Customer Service streamlines operations in my customer support department. The automation feature in Microsoft Dynamics 365 Customer Service impacts workflows positively by making work easier. When logging customer cases, they automatically flow to the resolution team instead of sending an email. Cases can be easily logged, and feedback can be checked in the same application without sending emails or calling the resolution team. The analytics and reporting tools work perfectly for improving service delivery. We can see full interactions, number of interactions, and how often customers reach out before resolutions, among other metrics. Since implementing the AI feature, our CS scores, customer effort scores, and customer satisfaction scores have improved tremendously. AI has several use cases where it responds to issues immediately and offers the best-case scenario for handling such cases, reducing human impact compared to manually processing complaints before resolution. The main benefit from using Microsoft Dynamics 365 Customer Service is the great improvement compared to the past manual method of escalating issues to the resolution team. Now, information is collected and logged, flowing to the resolution team, which has significantly improved turnaround times compared to the days it previously took to resolve customer complaints.
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Top Industries

By visitors reading reviews
Computer Software Company
13%
Comms Service Provider
11%
Performing Arts
11%
Wholesaler/Distributor
7%
Financial Services Firm
15%
Manufacturing Company
15%
Healthcare Company
8%
Government
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about HubSpot CRM?
The best thing about HubSpot is its clear workflow. Anyone can understand the flows of your contacts, your emails, their delivery dates, and the reasons behind their movements.
What is your experience regarding pricing and costs for HubSpot CRM?
The cost is about the same price, currently charged monthly.
What is your primary use case for HubSpot CRM?
I use Segment, mainly Segment. We use CRM, usually HubSpot CRM. Some clients use HubSpot CRM and Zoho CRM. Different clients use different kinds of CRM, but we don't use them. We mostly focus on ma...
What is your experience regarding pricing and costs for Microsoft Dynamics 365 Customer Service?
The pricing is within the market range, but there is room for improvement. I have annual subscriptions.
What needs improvement with Microsoft Dynamics 365 Customer Service?
The main area for improvement is the pricing model. While it is competitive within the market, there is room for improvement, as is the case with most software vendors.
 

Overview

 

Sample Customers

digimind, easyrecrue, software2, subaru, suzuki
Information Not Available
Find out what your peers are saying about HubSpot CRM vs. Microsoft Dynamics 365 Customer Service and other solutions. Updated: July 2025.
865,384 professionals have used our research since 2012.