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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 integrates seamlessly with other Microsoft products including Outlook and Office 365, enhancing productivity and collaboration. It is scalable and customizable for tailored business needs and offers robust sales, field service, and project service features. Cloud-based deployment ensures reliable setup. Comprehensive management tools improve engagement efficiency, but handling nonlinear sales and complex quoting needs enhancement. Licensing complexity and compatibility with non-Outlook email servers are noted issues. More marketing task automation could benefit users.

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 effectively tracks and follows up on requests, ensuring timely resolution of customer issues.

It offers valuable integration capabilities with third-party software and seamless interoperability with Microsoft Office 365.

The platform is customizable, allowing businesses to tailor it to specific needs and deploy dashboards for effective KPI management.

Microsoft Dynamics CRM provides comprehensive customer engagement and interaction tracking features, offering a 360-degree view of customer activities.

The platform is known for its stability, ease of use, and scalability, particularly in cloud environments, where resources expand as needed.

CONS

Microsoft Dynamics CRM could benefit from enhanced integration with other systems, particularly in lead generation and email servers.

There is a need for an easier setup and configuration process to activate all desired features effectively in Microsoft Dynamics CRM.

Microsoft Dynamics CRM lacks sophisticated customization options, making it challenging to configure according to specific business needs.

Better integration documentation and a move toward microservices architecture could enhance the overall functionality and manageability of Microsoft Dynamics CRM.

Microsoft Dynamics CRM's performance, particularly during large data loads, could be optimized for improved efficiency.

Microsoft Dynamics CRM Pros review quotes

Rishabh Chhajer

Head IT at Dhani

Mar 9, 2023

Compared to other partners, the most valuable aspect of Microsoft Dynamics CRM is its intuitive APIs, which are customizable and allow for the addition of multiple parameters and attributes. This feature enhances the purpose call in our services. Additionally, the learning curve for contact center agents using Microsoft Dynamics CRM is shorter than with other solution providers. Finally, the commercial aspects of Microsoft Dynamics CRM are superior to those of other solution providers.

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Director at T-Systems International GmbH

Feb 15, 2024

The support is brilliant. All OEMs are pretty helpful.

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CRM Analytics Lead-Consumer Insights at a retailer with 1,001-5,000 employees

May 31, 2022

The way it effectively works with the array of other Microsoft tools, such as Azure, is valuable. It works very well with the use of data linking and things like that. Overall, it is a great overall tool to have an effective understanding of the transactional background of each of our customers.

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Microsoft Dynamics CRM

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SB

Project Manager at a financial services firm with 201-500 employees

May 20, 2022

It ensures that there's continuity, and you don't have to start asking the customer about what happened. From CRM, you can easily see all the interactions and events in the record and take it from there.

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CK

Cristina Kluger

Head Of Development at Aleman Software Group

Jul 14, 2025

The most valuable features of Microsoft Dynamics CRM are the out-of-the-box functionalities, particularly those around sales, field service, and project service, which are really good for medium customers, and the flexibility allowing users to change functionalities to fit specific business needs.

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CEO at Planfirma Technologies Private Limited

Feb 19, 2024

The most valuable feature of Microsoft Dynamics CRM is the campaign feature.

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Business Development Manager at Artech2000

Jul 18, 2023

The most valuable feature of Microsoft Dynamics CRM has to be its interface...Microsoft Dynamics CRM has a user-friendly platform.

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Govind Narasimhan

Senior Enterprise Architect at Verizon

Aug 16, 2024

For me, the most helpful functionalities in Microsoft Dynamics CRM are customer engagement, contact management, opportunity management, and order management. The service management features, including ticket management and handling complaints from the call center, are also very useful. One of the key benefits is the faster time to market, as it allows for quicker product delivery and better customer management. The tool also improves customer interaction through the service center, leading to better adherence to KPIs.

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SB

Project Manager at a financial services firm with 201-500 employees

Jul 23, 2018

We are able to effectively follow up on requests, ensuring all customer issues are resolved in a timely manner. This solution provides a platform where there is visibility of all customer interactions, with efficient follow-up.

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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 Cons review quotes

Rishabh Chhajer

Head IT at Dhani

Mar 9, 2023

Microsoft Dynamics CRM could improve by making the ports and dashboards more intuitive using Microsoft Azure analytical features. Compared to Salesforce and other partners, the dashboards in Microsoft Dynamics CRM are less intuitive.

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Director at T-Systems International GmbH

Feb 15, 2024

A built-in automation engine to automate parts of workflows would be beneficial. That's the feature I'd be most happy to see expanded. It's currently tagged as simple automation, but I'd love some predictive capability.

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CRM Analytics Lead-Consumer Insights at a retailer with 1,001-5,000 employees

May 31, 2022

When it comes to any necessary changes or updates, we have issues. It is not very agnostic in terms of working with other platforms. A lot of data transformation had to be done internally in order to send it to various systems.

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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: August 2025.

865,164 professionals have used our research since 2012.

SB

Project Manager at a financial services firm with 201-500 employees

May 20, 2022

In terms of the performance, when it comes to loading a large volume of data, it's slow at times, so the system could be optimized.

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CK

Cristina Kluger

Head Of Development at Aleman Software Group

Jul 14, 2025

Sometimes the technical support for Microsoft Dynamics CRM is not qualified enough, and in some situations, we know the tool better than they do.

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CEO at Planfirma Technologies Private Limited

Feb 19, 2024

Microsoft Dynamics CRM would be far superior if it had an analytical dashboard and AI-based systems.

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Business Development Manager at Artech2000

Jul 18, 2023

It lacks to provide a more detailed profile of the customer, which would have been better and more useful.

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Govind Narasimhan

Senior Enterprise Architect at Verizon

Aug 16, 2024

The tool should be micro-services-based. If it's not already implemented, the architecture could be enhanced by transitioning to a microservices-based model. This would allow each module to be managed independently, reducing downtime and enabling teams to work autonomously on specific services.

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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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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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