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Microsoft Dynamics CRM pros and cons

Vendor: Microsoft

3.9 out of 5

79 reviews
93% willing to recommend

Pros & Cons summary

Microsoft Dynamics CRM enables efficient customer issue resolution and comprehensive tracking of sales and interactions, making it ideal for enterprises. Its seamless integration with Office 365 and SharePoint streamlines operations despite limited customization and automation for marketing tasks. While offering permission-based user access, it demands lengthy setup and suffers from slow technical support, alongside improvement needs in connectivity with other systems, ultimately providing stable but less flexible performance.

Buyer's Guide

Get pricing advice, tips, use cases and valuable features from real users of this product.

Prominent pros & cons

PROS

Microsoft Dynamics CRM offers robust integration capabilities with third-party software and other Microsoft products like Office 365 and SharePoint.

Users appreciate the stability, scalability, and ease of deployment due to its software as a service nature, requiring minimal data center deployment.

The platform excels in customer interaction management, allowing comprehensive tracking of interactions and behaviors, leading to improved decision-making and service delivery.

Microsoft Dynamics CRM is highly customizable, allowing users to tailor functionalities to meet specific business needs, enhancing its adaptability and usefulness.

The CRM provides a 360-degree view of customers, improving engagement through features like contact management, opportunity management, order management, and service management.

CONS

Microsoft Dynamics CRM lacks extensive customization options, resulting in a highly pre-built system that can include unnecessary details.

There are challenges in integrating Microsoft Dynamics CRM with other systems, such as Slack, as well as a need for improved integration documentation.

Microsoft Dynamics CRM's automation features, especially in marketing tasks, are limited and could benefit from predictive capabilities.

Users encounter difficulties with Microsoft's support, often experiencing slow response times and insufficient technical assistance.

Performance and scalability are areas of concern, with slow data processing and limited scalability for larger data volumes.

Microsoft Dynamics CRM Pros review quotes

reviewer1414530

RPA Practice Head at a tech services company with 501-1,000 employees

Sep 27, 2020

The initial setup is pretty straightforward.

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Solutions Architect at a tech vendor with 501-1,000 employees

Sep 23, 2021

The stability is excellent.

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SO

Operational Risk Analyst at a financial services firm with 5,001-10,000 employees

Oct 5, 2021

I have used many Microsoft solutions and I am comfortable using the solution. Additionally, it is secure.

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Microsoft Dynamics CRM

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reviewer1688787

Knowledge and associate at a consultancy with 1,001-5,000 employees

Oct 8, 2021

Microsoft Dynamics CRM is easy to use, the UI is very good, and it has many capabilities.

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Project Assistant at a manufacturing company with 51-200 employees

Oct 18, 2021

Technical support is completely good.

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reviewer1717416

Account manager at a engineering company with 11-50 employees

Nov 16, 2021

One of the most useful features is we can configure Microsoft Dynamics CRM in the way that we need. This is configurable.

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reviewer1439424

Technology, Tools, & Solutions - Program Manager at a consultancy with 501-1,000 employees

Dec 7, 2021

The most valuable features are the integration capabilities with other third-party software. It has an easy user interface and in terms of security, it has permission-based access for different users.

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ME

Mohamed El Mashrafi

PTM at Computer Network Systems

Dec 15, 2021

Dynamics is a complete tool that helps the company measure and track sales, orders, current customers, and the sales pipeline.

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Janne Patovirta

Sales Manager at Arrow Electronics

Jan 12, 2022

The solution is stable.

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Marketing Manager at Idealsoft

Jan 28, 2022

The most valuable feature is that it's easy to use and can work with any Microsoft solution without problems.

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Show 10 more reviews (out of 69)

Microsoft Dynamics CRM Cons review quotes

reviewer1414530

RPA Practice Head at a tech services company with 501-1,000 employees

Sep 27, 2020

If there was a bit more automation, specifically for marketing tasks, that would be ideal.

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Solutions Architect at a tech vendor with 501-1,000 employees

Sep 23, 2021

The mobile side of the product doesn't look that great right now.

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SO

Operational Risk Analyst at a financial services firm with 5,001-10,000 employees

Oct 5, 2021

Microsoft Dynamics CRM could improve by being more user-friendly and having a better design. I have used Service Desk and it is not user-friendly but this solution is worse. The graphical interface is not intuitive, you need someone to guide you or you will have difficulties navigating around to find the file you need. The data we are normally dealing with is boring enough and the interface could be more attractive and more exciting. The tabs and arrangement could be done better to be more user-friendly. Microsoft Excel, PowerPoint, and Word are fine and Microsoft should extend their user-friendliness and intuitiveness to Microsoft Dynamics.

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Microsoft Dynamics CRM

Free Report: Microsoft Dynamics CRM Reviews and More

Learn what your peers think about Microsoft Dynamics CRM. Get advice and tips from experienced pros sharing their opinions. Updated: December 2025.

879,455 professionals have used our research since 2012.

reviewer1688787

Knowledge and associate at a consultancy with 1,001-5,000 employees

Oct 8, 2021

The solution could improve by having better integration documentation.

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Project Assistant at a manufacturing company with 51-200 employees

Oct 18, 2021

Dynamic's management could be improved. The tech management should have better technical capabilities.

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reviewer1717416

Account manager at a engineering company with 11-50 employees

Nov 16, 2021

The installation was difficult. I'm not the person that implements the solution. However, to have the solution function in the correct way, the process can be difficult.

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reviewer1439424

Technology, Tools, & Solutions - Program Manager at a consultancy with 501-1,000 employees

Dec 7, 2021

Microsoft Dynamics CRM is not that customizable, you can customize it, but a lot of it is still pre-built in a way that you have a lot of details in there that you don't need.

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ME

Mohamed El Mashrafi

PTM at Computer Network Systems

Dec 15, 2021

The approvals component of Dynamics is complex. It isn't very easy to generate approvals between different departments.

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Janne Patovirta

Sales Manager at Arrow Electronics

Jan 12, 2022

The solution could have better dashboards and the Microsoft operating system could be more intuitive.

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Marketing Manager at Idealsoft

Jan 28, 2022

Better integration would be an improvement.

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Show 10 more reviews (out of 69)

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