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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 enhances lead generation and revenue, offering ROI through efficiency, security, and integration with sales processes.
Sentiment score
7.2
Microsoft Dynamics 365 Customer Service enhances efficiency, reducing staffing costs, boosting satisfaction, and offering significant time savings for users.
 

Customer Service

Sentiment score
7.3
HubSpot CRM's customer service is excellent, though some users desire more live support and improved issue handling.
Sentiment score
4.9
Microsoft Dynamics 365 Customer Service is satisfactory but needs improvement in handling complex issues with faster response times.
There is always an account rep that's available, and there is a technical account rep that is available for every account.
HubSpot's customer service is excellent and fast.
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.
We are using local Microsoft partners, not Microsoft themselves.
 

Scalability Issues

Sentiment score
7.3
HubSpot CRM is praised for its scalability and adaptability, especially benefiting small to midsize businesses with growth management.
Sentiment score
7.5
Microsoft Dynamics 365 Customer Service is scalable for medium-large organizations, though experiences vary due to integration and licensing challenges.
There are a lot of enterprises using it, however, even as a GTM for HubSpot, their target market is predominantly SMB.
Handling around 100 to 150 users is fine.
 

Stability Issues

Sentiment score
8.5
HubSpot CRM is stable and reliable, with high ratings and minor delays not affecting overall user satisfaction.
Sentiment score
8.4
Microsoft Dynamics 365 Customer Service is praised for stability, with rare issues mainly due to broader Microsoft outages.
 

Room For Improvement

HubSpot CRM needs improved email integration, customization, pricing, mobile app, technical support, navigation, and automation capabilities.
Microsoft Dynamics 365 Customer Service needs enhanced customization, improved integration, better support, and clearer pricing for user satisfaction.
A package covering everything in a particular area without requiring the entire purchase would be excellent.
A better CRM can be achieved by providing more customization features.
They are not at the pace or effectiveness of AgentForce by Salesforce.
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 flexible pricing with free and paid plans, modular features, but may be costly for small teams.
Microsoft Dynamics 365 Customer Service offers competitive pricing with user-based licenses, balancing cost and features, despite some complexity.
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 user-friendly, scalable, and integrates seamlessly, offering powerful marketing, reporting, and automation features, even for free.
Microsoft Dynamics 365 Customer Service offers seamless integration, advanced tools, cloud-based convenience, and customizable features for efficient business support.
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 feature that I find valuable is the customer 360-degree view and the marketing automation.
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
6th
Average Rating
8.2
Reviews Sentiment
7.1
Number of Reviews
47
Ranking in other categories
No ranking in other categories
Microsoft Dynamics 365 Cust...
Ranking in CRM
13th
Average Rating
8.2
Reviews Sentiment
6.9
Number of Reviews
20
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of May 2025, in the CRM category, the mindshare of HubSpot CRM is 2.3%, up from 2.1% compared to the previous year. The mindshare of Microsoft Dynamics 365 Customer Service is 0.8%, up from 0.3% 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.
Akshat Prakash - PeerSpot reviewer
A stable solution that can be used for regular office communication, collaboration, and office documentation
We use Microsoft Dynamics 365 Customer Service for regular office communication, collaboration, and office documentation Collaboration, pace of change, new features being rolled out, and support service are the valuable features of Microsoft Dynamics 365 Customer Service. The solution could…
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Top Industries

By visitors reading reviews
Computer Software Company
17%
Comms Service Provider
11%
Government
11%
Financial Services Firm
8%
No data available
 

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 experience regarding pricing and costs for Microsoft Dynamics 365 Customer Service?
The price performance is excellent, rated eight out of ten. We did our integration with sales automation and other tools internally, which incurred no additional costs beyond the standard licensing...
What needs improvement with Microsoft Dynamics 365 Customer Service?
The solution could improve by providing internal scorecards for agents and much better staff ratings. There's room for enhancing the engagement features.
 

Overview

 

Sample Customers

digimind, easyrecrue, software2, subaru, suzuki
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Find out what your peers are saying about HubSpot CRM vs. Microsoft Dynamics 365 Customer Service and other solutions. Updated: April 2025.
850,028 professionals have used our research since 2012.