Analytics features of Microsoft Dynamics CRM are good. When we are implementing chatbot and Co-pilot with Microsoft Dynamics CRM on their Omni-channels where we have to analyze all the incoming data coming from different multiple social media platforms, WhatsApp, Facebook, or anything else, and then create proper reporting on the dashboard with proper analytical reports using analytics. It is good, but sometimes it is laggy or crashy or just hangs. Sometimes it does lag and is a little bit buggy. But it works most of the time very fine, but sometimes it gets laggy. I think that might be an issue of the API link being down or something like that, but sometimes it takes time to get the graphs ready. However, it is a very good option where I personally design dashboards using mostly pie charts and bar charts for the client side. I can give a proper generic report to the clients and for pre-sales in multiple projects that I have done. It is a very good selling point for the clients. We can know how many clients we are having and how much data flow we are having. We can explain to them from which channel and where they are getting the higher footsteps into their business, whether it is their social media accounts, their website, or their walk-in customers. The analytics part is a very good helpful part as well because this is the main thing that interests mostly the top tier management of any company. The management can see the complete sales, what the profit is, what the quarterly profit is, what the investment is, what the stock left is, and all those things that we can manage here. Specifically we were working on a Telco project for Malaysia for a Telco company. We created them a complete product catalog on Microsoft Dynamics CRM. The product catalog was handling it very well as we were creating multiple small configurations of the business rules such as this promotion going on for the airtime and this promotion going on for products. The management was able to see that a certain age group of people were interested and what age group wanted what type of cellular products. It is a very helpful tool as well.
Microsoft Dynamics CRM doesn't provide solutions that allow you to transform easily if you have a heterogeneous mix of technologies or if your contact center is on analog and you try to digitize it. A lot of custom work is needed if you have to integrate heterogeneous technologies with the Microsoft suite, but if you are using the Microsoft suite, then it's quite seamless. Microsoft Dynamics CRM should add commercial models that allow smaller companies to use it because it can get pretty expensive. Better commercial options for smaller implementations may be helpful. There should be commercial options for smaller companies, as the overheads and costs of Dynamics can be quite high.
Microsoft Dynamics CRM needs to be improved in the visibility of add-on costs for end users, which can sometimes be tricky. On the reporting side, while there are various tools for reporting, they require some work to set up powerful reports.
Head of Digital Transformation at Simplified Consulting
Real User
Top 10
Apr 4, 2025
Microsoft Dynamics CRM needs improvement in simplifying the setup and configuration process, which can be relatively complex when we want all features to work properly. It is one area where the company could make improvements.
One area that could be improved is the training side. More use-case-oriented material should be provided to help users and implementers learn how to do more, faster. The existing material on the Learn portal is often generic, which may not be as effective. Also, simplifying backend scripting could enhance usability, although this is not a significant complaint.
There is room for improvement in handling nonlinear sales processes and complex quoting. Also, improvements could be made in the customization needed for the order acceptance process and the sales afterward.
Senior Enterprise Architect at a tech consulting company with 10,001+ employees
Real User
Top 5
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. Additionally, incorporating AI capabilities would be beneficial, particularly for predicting customer churn and enhancing customer analytics. AI could provide deeper insights into customer behavior and improve decision-making processes. I suggest implementing customer satisfaction management with sentiment analysis to capture customer satisfaction and ratings. This would help predict whether a customer will stay or leave and if they are happy or unhappy. Adding AI-driven customer segmentation and marketing would enable more effective targeting of specific customer segments. Incorporating predictive analytics could forecast customer behavior and market trends. Additionally, making the product catalog AI-driven would assist in suggesting and building better products based on market activity and customer analysis.
The solution should improve the user experience in the process of creating and activating offers. Sometimes, the process is a little bit slow because it has too many details. It also depends on how the software is built for each company because each company has its own process.
All CRM solutions have room for improvement. So far for me, I haven't seen any need for improvement in Microsoft Dynamics CRM yet. If I am correct, the tool makes it possible for its user to have the profile of customers, along with their pictures, which is good. It lacks to provide a more detailed profile of the customer, which would have been better and more useful. Though the product provides phone numbers and email addresses, I feel that in some cases, it would have been better if the business addresses were provided as well.
We had to do some customizations on top and it got a bit cumbersome. Since there are so many ways to customize it, it can get pretty complex. If you do programming on top that doesn't fit right things can get lost pretty easily. We're using an older version. I'm not sure which features may be missing in general. While the reporting wasn't great, it is my understanding that they have since improved on that. It doesn't scale so well.
Assistant Director at a tech services company with 501-1,000 employees
Real User
Feb 13, 2023
Microsoft Dynamics CRM can improve the integration with the other system. If they have more flexibility to connect with another system it will be more effective.
Technical Sales Manager at a tech services company with 1-10 employees
Real User
Jan 24, 2023
The UI could definitely be improved. The solution lacks some features and the third-party application ecosystem could be better. I also think that usability could be simplified.
I'd like to improve some points within the workflow automation. I'd like to have better control over security. Technical support could be faster and more responsive. The pricing is quite high.
Microsoft Dynamics CRM can improve by having integration with Slack. Additionally, the solution is incomplete, and we must use other solutions to fulfill our needs.
Software Developer at a tech services company with 11-50 employees
Real User
Top 10
Sep 20, 2022
We would like to see the tech support for this product improved, at present we are frequently waiting for a couple of days before we receive any response.
The main issue with Microsoft Dynamics CRM is that its GUI isn't very attractive. Overall, the solution has the same functionalities as other CRMs such as Salesforce, but Salesforce is much simpler to use. Microsoft Dynamics CRM is complicated to use, and this is another area for improvement. It was also more difficult to set up the solution, so its setup could still be improved. What I'd like to see in the next version of Microsoft Dynamics CRM is a cleaner user interface because currently, it looks messy to me. Salesforce CRM has a better, more simplified user interface that makes it easier for you to get what you need, while in Microsoft Dynamics CRM, you have to put in a lot of effort to get things done.
Microsoft Dynamics CRM could improve by making it easier to export data to SharePoint because most of our customers use SharePoint. They have to log into a Microsoft environment platform from their SharePoint for access should be made easier. Additionally, if the customer portal was enhanced for it to be customized it would be a benefit.
CRM Analytics Lead-Consumer Insights at a retailer with 1,001-5,000 employees
Real User
May 31, 2022
One of the biggest challenges is that there is a huge disconnect between, "The business wants this data available," and making that data available in our systems. It requires a lot of effort. There's a huge disconnect, and that's because of a lot of backend work that needs to get done. From a user standpoint, it is fairly intuitive. Its user interface is nothing phenomenal, but it is intuitive. However, on the backend, a lot of work is required to effectively push the data through. It requires a very heavy lift on the organization's part. It is a complex backend. 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.
VP Sales Head at a computer software company with 10,001+ employees
Real User
Apr 28, 2022
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.
IT Telehealth Specialist at Clinical & Support Options
Real User
Mar 17, 2022
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.
Cyber Security Program Manager at a financial services firm with 10,001+ employees
Real User
Feb 18, 2022
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.
The setup with other email servers, other than Microsoft Outlook, could be improved. Alternatively, we'd like to have some feature that allows us to send emails directly from our inboxes to the CRM and assign it to a certain client.
Business Development at a tech services company with 51-200 employees
Real User
Jan 31, 2022
Microsoft Dynamics CRM is a good tool, but if don't have experience using a CRM solution, you'll need to learn a lot of things which could be difficult to learn. If you've used Excel or something similar, then learning this software could be easier. This tool needs to be more user-friendly.
The approvals component of Dynamics is complex. It isn't very easy to generate approvals between different departments. Microsoft should also add some more features to the dashboard to improve visibility.
Technology, Tools, & Solutions - Program Manager at a consultancy with 501-1,000 employees
Real User
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.
Solutions Architect at a tech vendor with 501-1,000 employees
Real User
Sep 23, 2021
The product can be a bit expensive, especially for a smaller organization. I wouldn't want to change any aspect of the product. The mobile side of the product doesn't look that great right now. It doesn't seem to render. It's the responsiveness across different devices, from light testing, just seemed kind of off. It seems like it really needs to identify when it's on a mobile device and minimize the view. It kind of just does a web page type of thing and it's just really difficult to use. From just the short time I've seen it, I'm not sure how anybody would ever be able to use it.
RPA Practice Head at a tech services company with 501-1,000 employees
MSP
Sep 27, 2020
I've had a relatively good experience using the resolution. I'm not sure if there are any negative aspects of it. If there was a bit more automation, specifically for marketing tasks, that would be ideal.
Project Manager at a financial services firm with 201-500 employees
Real User
Jul 23, 2018
There is a feature called Social Listening. It enables the system to sniff out social interactions between our customers. With it, we are able to make informed decisions about the types of products and services to provide to customers. The social listening feature is not embedded in the current version. We have to buy a separate license in order for it to be implemented. This feature should be embedded in the next release.
Microsoft Dynamics CRM integrates with Microsoft tools, offering ease of use and customization. Its interface and reporting features streamline sales and customer engagement, effectively managing leads and interactions.Microsoft Dynamics CRM allows for seamless integration with Office 365 and Power Automate, providing scalability and security, and mobile access. It supports data handling and business process automation, optimizing workflows for diverse needs. Users note improvements needed in...
Analytics features of Microsoft Dynamics CRM are good. When we are implementing chatbot and Co-pilot with Microsoft Dynamics CRM on their Omni-channels where we have to analyze all the incoming data coming from different multiple social media platforms, WhatsApp, Facebook, or anything else, and then create proper reporting on the dashboard with proper analytical reports using analytics. It is good, but sometimes it is laggy or crashy or just hangs. Sometimes it does lag and is a little bit buggy. But it works most of the time very fine, but sometimes it gets laggy. I think that might be an issue of the API link being down or something like that, but sometimes it takes time to get the graphs ready. However, it is a very good option where I personally design dashboards using mostly pie charts and bar charts for the client side. I can give a proper generic report to the clients and for pre-sales in multiple projects that I have done. It is a very good selling point for the clients. We can know how many clients we are having and how much data flow we are having. We can explain to them from which channel and where they are getting the higher footsteps into their business, whether it is their social media accounts, their website, or their walk-in customers. The analytics part is a very good helpful part as well because this is the main thing that interests mostly the top tier management of any company. The management can see the complete sales, what the profit is, what the quarterly profit is, what the investment is, what the stock left is, and all those things that we can manage here. Specifically we were working on a Telco project for Malaysia for a Telco company. We created them a complete product catalog on Microsoft Dynamics CRM. The product catalog was handling it very well as we were creating multiple small configurations of the business rules such as this promotion going on for the airtime and this promotion going on for products. The management was able to see that a certain age group of people were interested and what age group wanted what type of cellular products. It is a very helpful tool as well.
Microsoft Dynamics CRM doesn't provide solutions that allow you to transform easily if you have a heterogeneous mix of technologies or if your contact center is on analog and you try to digitize it. A lot of custom work is needed if you have to integrate heterogeneous technologies with the Microsoft suite, but if you are using the Microsoft suite, then it's quite seamless. Microsoft Dynamics CRM should add commercial models that allow smaller companies to use it because it can get pretty expensive. Better commercial options for smaller implementations may be helpful. There should be commercial options for smaller companies, as the overheads and costs of Dynamics can be quite high.
Microsoft Dynamics CRM needs to be improved in the visibility of add-on costs for end users, which can sometimes be tricky. On the reporting side, while there are various tools for reporting, they require some work to set up powerful reports.
Microsoft Dynamics CRM needs improvement in simplifying the setup and configuration process, which can be relatively complex when we want all features to work properly. It is one area where the company could make improvements.
One area that could be improved is the training side. More use-case-oriented material should be provided to help users and implementers learn how to do more, faster. The existing material on the Learn portal is often generic, which may not be as effective. Also, simplifying backend scripting could enhance usability, although this is not a significant complaint.
Costing might be a reason for concern. It could be an issue for the organization, or maybe not. It's uncertain.
During a period of time, restoring data and maintaining it could be better in Microsoft Dynamics CRM.
There is room for improvement in handling nonlinear sales processes and complex quoting. Also, improvements could be made in the customization needed for the order acceptance process and the sales afterward.
The UI/UX needs improvement as it is not intuitive from day one. It becomes intuitive once learned, however, it should be less complex initially.
Microsoft Dynamics CRM needs to improve its integrations.
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. Additionally, incorporating AI capabilities would be beneficial, particularly for predicting customer churn and enhancing customer analytics. AI could provide deeper insights into customer behavior and improve decision-making processes. I suggest implementing customer satisfaction management with sentiment analysis to capture customer satisfaction and ratings. This would help predict whether a customer will stay or leave and if they are happy or unhappy. Adding AI-driven customer segmentation and marketing would enable more effective targeting of specific customer segments. Incorporating predictive analytics could forecast customer behavior and market trends. Additionally, making the product catalog AI-driven would assist in suggesting and building better products based on market activity and customer analysis.
The UI and GUI could be improved.
I would suggest enhancements in customization and better integration for testing codes to improve the functionality of Dynamics CRM.
The solution should improve the user experience in the process of creating and activating offers. Sometimes, the process is a little bit slow because it has too many details. It also depends on how the software is built for each company because each company has its own process.
The product is very old. We just pray that it works somehow. The product must be integrated with the cloud.
All CRM solutions have room for improvement. So far for me, I haven't seen any need for improvement in Microsoft Dynamics CRM yet. If I am correct, the tool makes it possible for its user to have the profile of customers, along with their pictures, which is good. It lacks to provide a more detailed profile of the customer, which would have been better and more useful. Though the product provides phone numbers and email addresses, I feel that in some cases, it would have been better if the business addresses were provided as well.
We had to do some customizations on top and it got a bit cumbersome. Since there are so many ways to customize it, it can get pretty complex. If you do programming on top that doesn't fit right things can get lost pretty easily. We're using an older version. I'm not sure which features may be missing in general. While the reporting wasn't great, it is my understanding that they have since improved on that. It doesn't scale so well.
Microsoft Dynamics CRM can improve the integration with the other system. If they have more flexibility to connect with another system it will be more effective.
The UI could definitely be improved. The solution lacks some features and the third-party application ecosystem could be better. I also think that usability could be simplified.
It would be a little bit easier if there were better ways to configure and modify native add-ins or plugins.
The solution's interface has room for improvement.
Dynamics could perform a little better, and it would be nice to save the filters I use frequently, so I don't need to do the same thing every day.
I'd like to improve some points within the workflow automation. I'd like to have better control over security. Technical support could be faster and more responsive. The pricing is quite high.
Microsoft Dynamics CRM can improve by having integration with Slack. Additionally, the solution is incomplete, and we must use other solutions to fulfill our needs.
We would like to see the tech support for this product improved, at present we are frequently waiting for a couple of days before we receive any response.
The solution can be improved by reducing the customer service response time.
The main issue with Microsoft Dynamics CRM is that its GUI isn't very attractive. Overall, the solution has the same functionalities as other CRMs such as Salesforce, but Salesforce is much simpler to use. Microsoft Dynamics CRM is complicated to use, and this is another area for improvement. It was also more difficult to set up the solution, so its setup could still be improved. What I'd like to see in the next version of Microsoft Dynamics CRM is a cleaner user interface because currently, it looks messy to me. Salesforce CRM has a better, more simplified user interface that makes it easier for you to get what you need, while in Microsoft Dynamics CRM, you have to put in a lot of effort to get things done.
Microsoft Dynamics CRM could improve by making it easier to export data to SharePoint because most of our customers use SharePoint. They have to log into a Microsoft environment platform from their SharePoint for access should be made easier. Additionally, if the customer portal was enhanced for it to be customized it would be a benefit.
The price of Microsoft Dynamics CRM could improve.
One of the biggest challenges is that there is a huge disconnect between, "The business wants this data available," and making that data available in our systems. It requires a lot of effort. There's a huge disconnect, and that's because of a lot of backend work that needs to get done. From a user standpoint, it is fairly intuitive. Its user interface is nothing phenomenal, but it is intuitive. However, on the backend, a lot of work is required to effectively push the data through. It requires a very heavy lift on the organization's part. It is a complex backend. 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.
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.
Overall, the solution could be made to be more user friendly.
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.
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.
I am happy with it. If anything, its interface could be improved.
The setup with other email servers, other than Microsoft Outlook, could be improved. Alternatively, we'd like to have some feature that allows us to send emails directly from our inboxes to the CRM and assign it to a certain client.
Microsoft Dynamics CRM is a good tool, but if don't have experience using a CRM solution, you'll need to learn a lot of things which could be difficult to learn. If you've used Excel or something similar, then learning this software could be easier. This tool needs to be more user-friendly.
The solution could have better dashboards and the Microsoft operating system could be more intuitive.
The approvals component of Dynamics is complex. It isn't very easy to generate approvals between different departments. Microsoft should also add some more features to the dashboard to improve visibility.
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.
Dynamic's management could be improved. The tech management should have better technical capabilities.
The product can be a bit expensive, especially for a smaller organization. I wouldn't want to change any aspect of the product. The mobile side of the product doesn't look that great right now. It doesn't seem to render. It's the responsiveness across different devices, from light testing, just seemed kind of off. It seems like it really needs to identify when it's on a mobile device and minimize the view. It kind of just does a web page type of thing and it's just really difficult to use. From just the short time I've seen it, I'm not sure how anybody would ever be able to use it.
I've had a relatively good experience using the resolution. I'm not sure if there are any negative aspects of it. If there was a bit more automation, specifically for marketing tasks, that would be ideal.
There is a feature called Social Listening. It enables the system to sniff out social interactions between our customers. With it, we are able to make informed decisions about the types of products and services to provide to customers. The social listening feature is not embedded in the current version. We have to buy a separate license in order for it to be implemented. This feature should be embedded in the next release.