Microsoft Dynamics 365 Customer Service vs NetSuite CRM+ comparison

Microsoft Dynamics 365 Customer Service vs. NetSuite CRM+

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Review summaries and opinions

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

Categories and Ranking

Microsoft Dynamics 365 Cust...

Ranking in CRM

13th

Average Rating

8.2

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

No ranking in other categories

NetSuite CRM+

Ranking in CRM

33rd

Average Rating

7.0

Reviews Sentiment

7.5

Number of Reviews

Ranking in other categories

Opportunity Management (10th)

Mindshare comparison

As of July 2025, in the CRM category, the mindshare of Microsoft Dynamics 365 Customer Service is 0.9%, up from 0.4% compared to the previous year. The mindshare of NetSuite CRM+ is 0.7%, up from 0.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM

Featured Reviews

Gary Cook

Executive at Empowered Analytics

Enables seamless customer communication and improves satisfaction

Microsoft Dynamics 365 Customer Service ( /products/microsoft-dynamics-365-customer-service-reviews ) stands out for its superb product functionality, price performance, flexibility, and integration with other Microsoft products like Office. I especially value the complaint management feature, which allows for much more unified communication. It has a workflow feature and offers excellent automation capabilities that streamline our customer service.

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Greg Jacob

Executive Consultant at Gemini Solutions Group

Streamlines collaboration across teams and has a straightforward setup process

The platform initiates a series of processes to complete the sale, which may involve ordering equipment, providing services, and tracking necessary activities. The feature that has been most effective in improving sales performance is its alignment with the ordering team. Compared to my experience working with HubSpot, which excelled in presales and marketing but lacked integration with ERP and post-sales processes, NetSuite CRM+ stands out for its ability to streamline collaboration and information sharing across teams. It facilitates post-sales engagement by effectively providing visibility into the bill of materials and assigning responsibilities. The platform is not highly customizable like Salesforce. However, it offers sufficient flexibility for our requirements. I can easily create different views and reports and add widgets to my home screen as needed. I rate it an eight out of ten.

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Quotes from Members

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

Pros

"I find the advanced case management capabilities and the ability to track the SLAs of the product particularly valuable."

"It is easy to integrate with other tools, and the customer service is excellent."

"Dynamics CRM is highly effective for managing customer relationships and improving sales processes."

"I mainly do customer management, setting records, and things like that."

"Microsoft Dynamics 365 Customer Service's most valuable features are the ability to create meetups for customers and support daily business functions."

"We have observed a savings of about ten percent on staffing costs and a twenty percent increase in customer satisfaction, highlighting a significant reduction in customer effort."

"It is a stable product."

"The tool's most valuable feature is its user-friendliness. Being part of the Microsoft 365 suite, it is easy to use and understand, much like Excel."

More Microsoft Dynamics 365 Customer Service pros

"Very scalable solution that provides customer relationship management, sales, and marketing functions. It's very straightforward to set up, and it supports multi-subsidiary organizations."

"NetSuite CRM+ helps us provide customer support and track schedules for field service."

"We use the product for standard CRM functions like email marketing, account management, scheduling customer profiles, and marketing materials, and for integration with the Suite Commerce."

"The feature that has been most effective in improving sales performance is its alignment with the ordering team."

Cons

"The solution could improve by providing internal scorecards for agents and much better staff ratings. There's room for enhancing the engagement features."

"I didn't like the solution very much because its functionality is a bit typical and old-fashioned, and the entire system needs upgrading."

"The product integration with our on-premise systems was challenging due to the specific protocols required. Simplifying this process would be beneficial."

"The technical support should be dramatically improved."

"The product could be serverless."

"They could add a new chart or dashboard for visualization in the product."

"They could improve the components to be more user-friendly. It needs to be more interactive for new users to operate."

"The things that are needed are not available in the documentation."

More Microsoft Dynamics 365 Customer Service cons

"The product or service could be improved by incorporating AI functionality to provide intuitive assistance."

"NetSuite's field service automation should be updated. We should be able to fully automate the assignment of service orders to technicians."

"The product needs to improve the warehouse management feature."

"What could be improved in NetSuite CRM+ is its UI, because it's ugly. When you compare it to the Salesforce UI, the UI in Salesforce, particularly its reporting, looks better."

Pricing and Cost Advice

"The tool is a bit on the expensive side if we purchase it individually."

"The product's licensing is straightforward. It's user-based, so you decide how many users you want to license, and that's it. On the value-for-money scale, it's average. You do get what you pay for, so I wouldn't call it expensive."

"The pricing seems fair."

"It is a decent price compared to multiple vendors and products available in the market."

"In terms of cost, the product offers competitive pricing for its feature set."

"While it will apply to all employees, not all will utilize it fully. From a cost perspective, it strikes a balance: It's not overly expensive but also not too cheap."

"It is more expensive than other vendors."

"The solution has a corporate enterprise license, which large corporations sign."

More Microsoft Dynamics 365 Customer Service pricing and cost advice

"Compared to other tools, you have to pay for the NetSuite CRM+ module itself. You will pay a recurring fee regardless of how many users you have, then you will pay a fee per user, per month. Its cost is not a licensing cost per user, but a module cost and a user cost."

"It ultimately depends on the features and functionalities required for your specific use case."

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Top Industries

By visitors reading reviews

Manufacturing Company

14%

Healthcare Company

11%

Government

Financial Services Firm

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

What do you like most about Microsoft Dynamics 365 Customer Service?

Offers integration with hosted solutions.

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.

What do you like most about NetSuite CRM+?

The feature that has been most effective in improving sales performance is its alignment with the ordering team.

What is your experience regarding pricing and costs for NetSuite CRM+?

In terms of competitiveness, both NetSuite and HubSpot may offer different pricing tiers and packages to cater to various budgets and preferences. HubSpot tends to be less expensive than other opti...

What needs improvement with NetSuite CRM+?

The product or service could be improved by incorporating AI functionality to provide intuitive assistance. There may be room for enhancement in tracking historical contacts from a sales perspectiv...

Zendesk vs Microsoft Dynamics 365 Customer Service

Comparisons

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Product Reports

Microsoft Dynamics 365 Customer Service

Download Microsoft Dynamics 365 Customer Service product report

Microsoft Dynamics 365 Customer Service report

CRM

Download NetSuite CRM+ product report

Overview

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?

Advanced Case Management: Streamlines processes to effectively manage customer cases.
Integration with Microsoft Tools: Seamless connectivity with Power BI for insights and reporting.
Customizable Workflows: Tailors processes to meet business requirements.
User-Friendly Interface: Simple navigation supports ease of use.
Cloud-Based Accessibility: Ensures secure access anytime, anywhere.

What benefits should users expect from reviews?

Improved Collaboration: Enhances teamwork across departments.
Enhanced Decision-Making: Data-driven insights for strategic actions.
Automation Enhancements: Streamlines repetitive tasks for efficiency.
Case Resolution Efficiency: Faster handling of customer inquiries and support.
Customization Flexibility: Adapts to unique business needs.

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.

Microsoft

NetSuite CRM+ delivers powerful Customer Relationship Management (CRM) capabilities, including Sales Force Automation (SFA), marketing automation, customer support and service, ecommerce and flexible customization, all in a single cloud CRM solution. And unlike typical CRM solutions, NetSuite CRM+ includes powerful sales performance management, order management and partner management.

NetSuite

Sample Customers

Information Not Available

2Pure, Accuvant, Adtegrity, Advantage Sign Supply, Bonneville Environmental Foundation, CallidusCloud, Capitol Coffee Systems, Cardinal Path

Microsoft Dynamics 365 Customer Service vs. NetSuite CRM+