Microsoft Dynamics CRM Reviews

Microsoft Dynamics CRM is mainly used for our customer account management. We use it as a source of our customer reporting. We use it to work with customers' voices so that we can send out our surveys, and ask the customers about their satisfaction levels.

We are very strong in our customer centricity and orientation. Microsoft Dynamics CRM is a big part of that.

The most valuable features of Microsoft Dynamics CRM are its easy operations and functionality. 

Microsoft Dynamics CRM can improve by adding more artificial intelligence. Additionally, they should add more modules, such as account-based management, that are available on other platforms such as salesforce.com.

It's a very good middle-of-the-road solution, but there are some functions that we would prefer.

In a feature release, it would be beneficial to have more inbound marketing and digital marketing. Additionally, features that allow us to manage campaigns better. A lot more artificial intelligence around understanding customer propensity to churn and purchase.

I have been using Microsoft Dynamics CRM for approximately three years.

Microsoft Dynamics CRM is highly stable.

The scalability of Microsoft Dynamics CRM is very good.

We have eight people using this solution in my company, three from sales, two accounts, and three marketing and technical personnel. 

We have not had any problem with the support.

I rate the support from Microsoft Dynamics CRM a five out of five.

We previously used SugarCRM, but then we decided to upgrade to Microsoft Dynamics CRM.

The implementation of Microsoft Dynamics CRM was not complex. The full deployment of the solution took less than a week.

I rate the initial setup of Microsoft Dynamics CRM a four out of five.

We used an implementation team from one of the Microsoft Dynamics CRM partners, and it went very smoothly.

The maintenance of Microsoft Dynamics CRM is very easy. We have a team that supports the solution. It's in the cloud and it updates itself with all the upgrades and updates.

For the price of Microsoft Dynamics CRM, you receive a lot of comprehensive functionality. Additionally, it integrates very well. We pay approximately $100 a month to use the solution and we do not have any additional costs.

We were evaluating salesforce.com and a couple of others but we chose Microsoft Dynamics CRM in the end. We wanted to standardize our Microsoft solutions. We are a business intelligence data company and we were already using Power BI and MySQL.

The best advice I can give is whoever wants to implement the solution must understand its functionality and what scope they want from the solution. If they want a standard line of functionality then Microsoft Dynamics CRM will do it. If they want a particular marketing capability and various other features that go with it, such as algorithms and AI, et cetera, then they might want to look at another solution.

I rate Microsoft Dynamics CRM a seven out of ten.

My rating reflects the missing functionality, compared to some of the more heavyweight solutions. For example, saleforce.com and Optimove have a lot more functionality.

We are using this solution for the financial module. We have 25 users in sales who are using this solution in my organization.

The solution is deployed on-premises.

Right now we're using the financial features, and we haven't tried the inventory. It's useful more on the financial side.

The manufacturing module could be improved. I would like to see customization in the next release.

I have been using this solution for 10 years.

It's stable.

It's scalable.

Technical support is helpful and responsive. I would rate them 4 out of 5.

It was easy to set up. I would rate the setup 4 out of 5.

We used a third-party company for implementation.

The cost could be cheaper. I would rate them 3 out of 5.

I would rate this solution 8 out of 10.

We use this solution for customer relationship management. It enables us to have a 360-degree view of all our customer interactions. We have various touch points and a call center that our customers call into. After every call, we log the interactions with the customer.

We also have customers that walk into our premises, and we attend to various requests like inquiries, requests, or complaints. After the interactions with the customer, we log the interactions. We also have email interactions with customers that are logged on the platform.

When you go to a customer's profile, you're able to see all communications with that customer based on the various touch points. Whether it's a phone call, whether they're coming into the office physically, or whether it's via emails, you're able to see all the interactions and keep a track of all events regarding that customer.

Anybody who looks at the customer profile is able to know what has transpired up until that point and proffer whatever solutions the customer requires based on their inquiries. It's been very helpful.

It's currently deployed on-prem, but we're planning to update to the cloud version.

There are about 125 people using this solution.

It's been very helpful in ensuring that we're able to provide the best of services and provide responses to whatever queries we get from all our customers. 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.

We're also able to customize it for some of our core solutions. For example, we do benefit payments, so we're able to utilize the workflow part of that. We found out that when you initiate a benefits payment request, we're able to flow through the different approval stages. We're able to see and keep track of that on the system.

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. A lot of those things can be dependent on the kind of resources that you're using, but over time we've been able to scale on the resources and that has actually improved over time.

It's stable. It's better if you use it for the core function that it was meant for. When we used it for other processes, like our core processes, we found out that it was quite unstable. But the moment we took that process out, it became much more stable.

Whenever we need to reach out to Microsoft, they're always there to provide required assistance.

Setup was easy, especially when you have capable partners. The only thing is that when we use it for some of our very processor intensive processes, we found out that it couldn't handle that very effectively. We had to take that process out.

We try to maximize the functionality of the system. We have to do a lot of customizations initially for our core processes. CRM is really for managing customer interactions, so by the time you start using it for things that it's not meant for, then you won't get the best of it.

Deployment took about nine months because we used it for much more than customer relationship management. We used it for our core processes too. By bringing in those processes, they actually extended the project timeline. For the core CRM itself, implementation was done within four months.

Our partners implemented the solution.

The implementation depends on the number of licenses, as well as the partner who is also implementing. It also depends on the core processes you want to bring in. The cost depends on a number of factors, so whoever is implementing it will need to take that into consideration before it is done.

I would rate this solution 8 out of 10. 

I would absolutely recommend this solution to those who want to start using it. My advice is that you need to understand what the scope of the project is. What exactly do you want CRM to do? If it's for customers and to manage customer interactions, then it's going to perform excellently well.

If you're bringing in other processes into the solution outside of core CRM functionalities, then you need to ensure that the system is able to handle such processes. But when it comes to handling a large volume of data processing, there might be a drive on the system, but it handles its core functions adequately well.

We use Microsoft Dynamics CRM primarily for sales, but using it for marketing is also becoming very predominant.

Microsoft Dynamics CRM brings the most value in terms of its ease of implementation. It was a big issue earlier, but now they've made it very simple to implement.

One area for improvement in Microsoft Dynamics CRM is its end user feedback. It's still not that great compared to Salesforce.

They also need to improve on the look and feel of the solution, because those are still slightly better on Salesforce.

Microsoft Dynamics CRM is a stable solution.

There's no issue with Microsoft Dynamics CRM in terms of scalability. It's backed by Microsoft, so scalability is not an issue.

Microsoft Dynamics CRM has excellent technical support.

Microsoft Dynamics CRM is slightly cheaper than Salesforce today. Pricing for the solution is pretty aggressive in the market.

The majority of our experience with CRMs is with Salesforce Sales Cloud and Microsoft Dynamics CRM. We are completely aligned with those two CRMs. Other CRMs we don't have much experience with, because Salesforce Sales Cloud and Microsoft Dynamics CRM are the two leading CRMs, and we only focus on them. There's a third CRM we use: Pega CRM.

Salesforce deals with all kinds of clouds, not just the marketing cloud, but Salesforce Sales Cloud is the most popular one. Salesforce Marketing Cloud is an acquisition and is a more difficult solution, and it fails a lot.

Microsoft Dynamics CRM used to be four versions behind Salesforce, but now it has really caught up. They have made major investments in the solution, and we are seeing a clear momentum in their favor. They are being very aggressive in terms of taking some of the market shares for Microsoft Dynamics CRM in the CRM market. Microsoft Dynamics CRM was a laggard, but now it's competing well with Salesforce.

On a scale of one to ten, I'm rating Microsoft Dynamics CRM seven out of ten.

We use this solution for customer relationship management. We have all our business opportunities listed in the solution as well as all our customers. This CRM allows us to manage our business opportunities in each lifecycle.

The most useful feature that this solution provides is the ability to make dashboards for the business easily as our company is managed using KPIs and metrics. It provides accurate metrics about what we sold and our future pipelines. That's very important for the way we run our business.

Overall, the solution could be made to be more user friendly. 

We have been using this solution for four years. 

This solution is stable. 

This solution is scalable. 

Fortunately, our business has grown a lot but this has caused some user experience problems such as duplication of opportunities. However, the solution automatically picks up any of these instances and prevents multiple identical entries by different users. 

I was not part of the initial setup but I believe it was straightforward. The deployment of the solution was quite easy and took one month. 

The would recommend that those looking at using this solution take the time to explore it and configure it in the way it relates best to their business.

I would rate this solution a seven out of ten. 

I found all the usual CRM features valuable in Microsoft Dynamics CRM, e.g. customer registration, customer complaints management, customer contract management, etc.

The system is also very easy to use. Its UI is very nice, e.g. with Microsoft products, the UI is close to being the best, while products from competitors have the worst UI.

My recommendations on Microsoft Dynamics CRM in terms of how it could be improved: It should be more configurable and more scalable. Its performance also needs improvement, particularly because its screens hang while querying data.

I've been dealing with Microsoft Dynamics CRM for close to 10 years now.

Microsoft Dynamics CRM is not highly scalable, particularly because it's running on a SQL server database.

I have no complaints about the technical support provided for Microsoft Dynamics CRM.

We used Siebel CRM prior to using Microsoft Dynamics CRM. We discontinued Siebel CRM in 2012.

Installing Microsoft Dynamics CRM was very easy.

We did the installation and implementation of Microsoft Dynamics CRM ourselves. It only took one day to complete, and we never used a third party to do it.

We're on a yearly contract with Microsoft Dynamics CRM.

We evaluated Siebel CRM.

We only had one guy who was responsible for the deployment of Microsoft Dynamics CRM. We have our own IT department with qualified, experienced people for each domain, or for each type of product. We usually don't need the vendors to implement for us, and in case we need help on one or all products, we directly contact Microsoft.

My rating for Microsoft Dynamics CRM is eight out of ten.

We are using Microsoft Dynamics CRM as a help desk ticketing system.

Microsoft Dynamics CRM was more reliable than Spiceworks, which is what caused us to switch. The reliability has benefited our organization.

The most valuable features of Microsoft Dynamics CRM are the accessibility of the service because we can access it either in the office or when we're out in the field.

The options for customizing Microsoft Dynamics CRM are very limited or highly complex. You'll need to understand all of the Administration settings, as well as Microsoft Flow.

I have been using Microsoft Dynamics CRM for approximately one year.

Microsoft Dynamics CRM is highly reliable.

We have no scalability concern for Microsoft Dynamics CRM in the foreseeable future.

We have approximately seven people using the solution in my organization. It is used by our whole IT department.

We do not use the solution extensively. However, we hope to be able to use it for slightly different purposes, and there are other departments within the company. We only use it for our IT help desk ticketing system. It's a full-fledged CRM. It could be used in a variety of different ways.

We have plans to increase usage in the future.

I have not used the support from Microsoft.

We previously used Spiceworks and we switched because it was not as stable as Microsoft Dynamics CRM.

The initial setup was complex, it took us months to do.

I would rate the ease of setup of Microsoft Dynamics CRM a one out of five.

We did the implementation of the solution in-house. The solution is lightweight on the Maintainance needed.

The solution is open source and is free. However, it does require a Dynamics 365 subscription.

My advice to others is to be aware that the customization of Microsoft Dynamics CRM is spectacularly complicated. However, it is a rock-solid solution.

I rate Microsoft Dynamics CRM a seven out of ten.

I manage projects that include use cases from finance. I take them from beginning to end and manage the expectations. One of our concerns is having a secure infrastructure. In-depth security is part of our design.

We do a lot of development for our clients that is specific to Microsoft Dynamics CRM.

The dashboard needs to be improved.

The real-time execution could be improved. In particular, there should be better security and performance within the cloud, at the edge level.

We have been using Microsoft Dynamics CRM for several years.

This is a scalable product but it takes time.

The technical support from Microsoft is good, although they are not reactive. It takes a long time to answer. This is unlike SAP, which works reactively. When you deal with SAP, the answers are very fast. With Microsoft, however, we have the same SLA but it takes more time to answer.

We also use SAP CRM.

I recommend using SAP CRM in all regions except for Africa. We use Microsoft Dynamics CRM in Africa because we did not have an SAP partner in the region. However, there is now a partner in North Africa, so we will be migrating all of the Microsoft Dynamics to SAP. That said, it will take time.

SAP is more scalable than Microsoft Dynamics CRM. SAP, however, is more expensive, although it provides more benefit to us.

The deployment is not complex. Microsoft is very good in this regard.

We may use a consultant for deployment because it takes time.

I would rate this solution a seven out of ten.

We use Microsoft Dynamics CRM for our opportunity tracking system. Anytime we have sales opportunities, we integrate the solution with our quoting software. The quote is generated and all the details flow into our Microsoft Dynamics CRM, which then builds our pipeline. We're able to integrate it with other Microsoft forms and our Dynamics SL Accounting system.

When a sale is made or an award is given it is entered into the Dynamics SL Accounting system and we filter the sales report which helps us do better forecasting for our financials for the year.

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.

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.

I have been using Microsoft Dynamics CRM for approximately three years. My company has been using the solution for approximately seven years.

The stability of Microsoft Dynamics CRM is fairly good, it doesn't tend to break, it has reliable access. We have a number of users all working remotely, it handles and balances the workloads.

There are some challenges with stability for Microsoft Dynamics CRM. However, we could not be fully utilizing the features to archive. For example, when using list items there is a lot of times we have data that goes in, and it just stays there. It's a manual process to remove some of the items. It would be good to have some kind of a better cleanup and archiving function.

I haven't dealt with the tech support. I know that Microsoft tends to be not the easiest to deal with. You have to keep paying more for higher levels of Premium Support instead of having support from the beginning.

The initial setup is somewhat complex.

We have received a high ROI from using Microsoft Dynamics CRM considering it's such a vital part of our organization's entire operations and its ability to consistently be upgraded to have new features and benefits and integrations with emerging software. 

I would rate Microsoft Dynamics CRM ROI value a nine out of ten.

We have a three-year ELA with all our Microsoft solutions and often we had to do a true-up which was approximately $1,000,000. Additionally, we pay approximately $2,500 a month for support.

My advice to others wanting to implement this solution is to make sure that they have a proper enterprise architecture. If you're starting out small, make sure you fully understand the different use cases, because you may end up overpaying for features that are never put into use.

I would recommend the professional services and training for implementation, to allow the staff to receive the knowledge of how to do some of the customizations. It does require some change management across the organization in terms of how to use fields, and all the different touchpoints. It's a pretty good database, it is not perfect, but it is the mid-range level solution. There are automation features that could improve, but with certain software, you can integrate to have it managed some automation in the background.

I rate Microsoft Dynamics CRM a seven out of ten.

We use Microsoft Dynamics CRM for our complaints system, data management, and reports for all information that is related to external customer data. I spool the data from Microsoft Dynamics CRM and then I use Microsoft Excel to process, analyze, and get insight into the data. Microsoft Dynamics CRM has an analytics aspect, but we have not been using it because the data that has been fed in is not clean enough. The analytics aspect of Microsoft Dynamics CRM does not give us the results that we want. Most of the time I have to spool the data myself, clean it, by using Microsoft Excel, and then I have to process it before I can generate reports.

For internal workflow processes, we use ProcessMaker.

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

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.

I have been using Dynamics CRM for approximately two years.

Microsoft Dynamics CRM is stable. I have not experienced major downtime. When I did experience downtime, it was not due to the Microsoft application itself. Most of the time it is because of network downtime. A network downtime impacts everything.

Microsoft Dynamics CRM is scalable. For my use case, it is complaints management, but we have other departments in the bank that use it for other purposes. I know that complaints management is not the only use case, there are a couple of other use cases for it.

We scheduled a meeting with our Microsoft IT partner and we received help within four days. I felt the support was good.

I have previously used Service Desk.

The information I have on the implementation is limited. However, the process was fast. It did not take too long to set up Microsoft Dynamics. That is one of the advantages of using Microsoft applications because they have very good after-sales service and support. Setting it up was not difficult. It integrates well with the other application we use, such as Outlook, Microsoft Word, and PowerPoint.

I am not the person who pays for Microsoft Dynamics CRM but it is expensive. I have been using Microsoft Azure, which Microsoft Dynamics CRM is built on, and I know we prepaid for the services. For me as a consumer, I do not think I can afford it, mainly because I am only learning how to use the AI and the rate which they charge is high. In general, Microsoft solutions are expensive and this is most likely due to the brand, this is something you expect. However, the price might be high but you receive a highly secure solution.

I recommend Microsoft Dynamics CRM to everyone. There are some improvements that can be made but overall it is functional.

I rate Microsoft Dynamics CRM a seven out of ten.