Microsoft Dynamics CRM Software


 

This customer relationship management (CRM) solution best services mid-market and enterprise organizations. It offers industry-specific solutions that meet the needs of various industries, including government, financial services, manufacturing, health care, retail and education, to name a few. The latest 2013 version is a global solution offered in 41 different languages and is suitable for organizations that are committed to the Microsoft stack.

Microsoft Dynamics CRM online offers strong capabilities in sales force automation, customer data management, marketing automation, customer service and analytics. Notable improvements with the latest release include an improved user interface (UI) and custom dashboards. The new UI requires fewer clicks and has better visualizations. It also provides role-based views to personalize the user experience. Pre-packaged dashboards are available, but users can also create custom ones for monitoring business and personal performance. With the release of the new digital marketplace, users have access to hundreds of applications that can be integrated to increase functionality and enhance their solution.

These systems are delivered directly through Microsoft or a hosting partner. Both utilize the same UI, though pricing, value-add features and restrictions may vary. It's important to ask about these differences during your Microsoft Dynamics CRM demo. Users can also migrate data from spreadsheets or retired programs. Be sure you discuss such data migration and workflow customization needs before setting up your Microsoft Dynamics CRM trial.

This system has a true multi-tenant architecture and is offered in both on-demand and on-premise deployments. It operates on the .NET framework, allowing developers to integrate other applications using web services technologies. The 2011 release offers native integration with Microsoft Dynamics NAV and SharePoint. The Microsoft Dynamics Marketplace provides a single location for developers to create and publish their products developed on the .NET platform, all of which can be integrated to enhance the solution.

Users can access their CRM tools from any device, including Windows Phone 7, iPad, iPhone, Android and Blackberry, and it is compatibile with Internet Explorer, Firefox, Safari or Chrome. The company also in recent years enabled social activity feeds. Similar to Facebook, users can like or unlike activities in a coworker or customer feed. Managers can also filter status updates by record, topic or customer. This feature helps management monitor the most relevant information.

 

Microsoft Dynamics CRM - Manager dashboard
 
  • Microsoft Dynamics CRM - Manager dashboard
    Manager dashboard
  • Microsoft Dynamics CRM - Account entry screen
    Account entry screen
  • Microsoft Dynamics CRM - Campaigns and newsletters
    Campaigns and newsletters
  • Microsoft Dynamics CRM - Account report
    Account report
  • Microsoft Dynamics CRM - Account at a glance
    Account at a glance
  • Microsoft Dynamics CRM - SharePoint integration
    SharePoint integration
Supported Operating System(s):
Windows 7, Windows Vista, Windows XP, Windows 2000

114 Reviews of Microsoft Dynamics CRM

Showing 1-20 of 114

 

from Adapture Technology Group
Specialty: Software / IT
Size of portfolio: 11 to 20 users Portfolio size: 11 to 20 users

Dynamics Review

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Likes Best

I have very little to say right now in this section. It seems to be be working well in the sales cycle for opportunities and our marketing team seems to like the tool and how it integrates with Salesfusion.

Likes Least

I don't like how you have to navigate through the system at the top- first go under Microsoft Dynamics and then Sales to get to opportunities. You have to refresh the pages often. There isn't a good way to have reports- there is only views and you have to keep creating new views that end up piling up. Part of the problem for us could be our PS company were using to help us- Omnivue. We're not getting our system set up the way we need without spending thousands of dollars. The system has no Professional services integration for time billing and project management. It does not have a way to include sales tax on quotes. The leads section is completely separate and does not integrate with the accounts, opportunities, contacts to show a single pane of glass.

Recommendations

It seems to be for the very basic sales cycle. Very hard to implement complex solutions, reporting, dashboards, etc.

 

from Rollins College
Specialty: Education
Size of portfolio: Single user Portfolio size: Single user

Powerful tool, difficult to learn but effective in practice

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Likes Best

I really like the broad range of implementation options provided by this product. There are so many features that allow this product to be used as your sole CRM.

Likes Least

The learning curve with this product is steep. Expect to spend a lot of time learning the different options available and setting the system up to your preference. You should be familiar with Microsoft programming language if you need to delve into the system. Also expect frequent updates, this can be an issue if your organization is not positioned to learn and quickly adapt to changes.

Recommendations

Pick the version best for you, learn it, and expect frequent change. It would be useful to have an individual or small team responsible for Microsoft CRM implementation if you have a mid to large organization. Staying up to date and assisting others with new upgrades can be a full time job.

 

from Western Career Training
Specialty: Education
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

Good CRM with great ability to pull reports- not as easy to integrate

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Likes Best

I really liked that Dynamics CRM offers the user the flexibility to, with some basic training, easily pull the data offered in any field found in the lead/customer profile and export it to excel to be manipulated, put into reports and even have those reports saved to be refreshed with current and updated data in the future.

Likes Least

The biggest problem with Dynamics is that it isn't already integrated with every widget that is offered by other technology companies you may be looking to do business with. As the leader of a call center that was utilizing Dynamics, I was constantly looking for different products that would help us to improve our efficiency. It seemed all the vendors I spoke with were already set up for Sales Force, but it would be a huge project to integrate with Dynamics.

Recommendations

One of the other benefits of Dynamics vs Salesforce is the price difference. Dynamics, at the time, was a lower cost per user, however, depending on your needs to integrate with other platforms, it may be more costly in the end.

 

from acetec
Specialty: Engineering
Size of portfolio: 6 to 10 users Portfolio size: 6 to 10 users

CRM software

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Likes Best

it is from a big name provider in microsoft, so you know it probably has a lot of power and capabilities. And in my evaluation of the software, it did have a lot of capabilities. There are some pretty good tutorials as well

Likes Least

it is quite hard and complicated to use and it takes a while to learn. I played around with it for a couple weeks. While it did have lots of functionality, it was way too hard for a typical salesperson to use in my opionion. I am pretty software savvy, and it was hard for me to figure out intuitively how to use all the functions in an efficient manner.

Recommendations

you need to talk with a very qualified tech support person in order to figure it out. The tutorials are good, but you really need to have someone from Microsoft give you a good learning session for you and your team. Which i think was expensive as well

 

from ServiceMax
Specialty: Software / IT
Size of portfolio: 101 or more users Portfolio size: 101 or more users

Tech Support Rep Review of Microsoft Dynamics CRM

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Likes Best

I like the fact that cases can be created automatically from email as well as posts on social networks like Twitter and Facebook. Microsoft can be very innovative.

Likes Least

While Microsoft can be innovative, they also have a tendency to release products before they are ready for public consumption, then find they have to either back track or work harder to fix the issues created. The product seems very functional and fairly user friendly. The only thing I would like to see is more attention paid to styling. It looks to be very plain vanilla standard Microsoft Outlook.

Recommendations

I would recommend getting demo orgs, or doing the test drives and signing up for any free sample orgs to work and play with before making a final decision. If your business process is not define prior to making your purchase, take the time to define it and solidify it before implementing a CRM. You will be happy you did!

 

from TAG
Specialty: Media
Size of portfolio: 6 to 10 users Portfolio size: 6 to 10 users

Is Dynamics Dynamite?

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Likes Best

You can tell MS is heavily invested in MSD. It is clean and easy for beginners to use.

Likes Least

It was easy to do basic things I needed. It was a little challenging to do more specific and high level tasks.

Recommendations

It is a good solution to start with and integrates well with other MS products but you can have challenges integrating with solutions outside of MS.

 

from CentricsIT
Specialty: Consulting
Size of portfolio: 11 to 20 users Portfolio size: 11 to 20 users

Good CRM system, but sometimes hard to customize

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Likes Best

The ability to integrate it with other Microsoft products and with most Marketing Automation platforms.
Easy to navigate between Leads, Contacts, Accounts and Opportunities.
The dashboard takes some practice to customize, but it allows visibility into many areas.
The ability to qualify a lead by completing a set of steps.

Likes Least

Workflows and forms are not as intuitive as I would've preferred.
Even though the CRM syncs natively with our Marketing Automation platform (Salesfusion), we found that a lot of customizations were still necessary, one of which being that the country field from our landing page forms did not communicate correctly with the country field inside Dynamics CRM because it was a drop down. The country field inside the CRM is a text field. As a result we had to create custom fields and map each country from the drop down to a unique ID from within the CRM...it ended up being a very time consuming task.
Filters are not very intuitive, and the advanced find seems hard for our sales reps to get a good grasp of and feel comfortable using.
Some settings only work in Internet Explorer, and it's not very efficient considering that Chrome is the mostly used browser.

Recommendations

View demos of other comparable solutions such as Salesforce, Saleslogix, SugarCRM, etc. and pick the one that best fits your business needs. Make sure you have a clear idea of what your needs are, how you want to segment your data (leads. contacts, etc.) and identify some pain points to discuss before picking a solution.

 

from Maxcdn
Specialty: Software / IT
Size of portfolio: 11 to 20 users Portfolio size: 11 to 20 users

Dynamics CRM overview

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Likes Best

Overall complete software with a lots of details than can hold together all company departments.

Likes Least

Out of focus for sales people with a few steps too much. Also could be a bit faster.

Recommendations

Try it and compare with other CRM solutions to see if it fits.

 

from Salesforce Consultant
Specialty: Telecommunications
Size of portfolio: 101 or more users Portfolio size: 101 or more users

Great but not the best

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Likes Best

I really like the feel of the application. It seems like they did a very good job of setting up the UI experience

Likes Least

The code base is a bit tricky, not as easy to manipulate as I would like from an admin perspective.

Recommendations

Pick at least 3 and test them out. I like to go with Sugar, Salesforce, and Microsoft for clients

 

from Frisco ISD
Specialty: Education
Size of portfolio: 51 to 100 users Portfolio size: 51 to 100 users

Functional, but a little too much

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Likes Best

Microsoft is continually tweaking and improving the product, so some annoying issues were fixed while I used it.

Likes Least

I didn't like how much clicking around was required to to what I needed to do. Also, running reports wasn't as intuitive as I would have liked. Compared to other CRM that I have used in the past, this one wasn't as easy to understand.

Recommendations

I would say that it would be helpful to see which changes Microsoft has made to update this CRM for ease of use.

 

from Precept Ministries International
Specialty: Non-Profit
Size of portfolio: 101 or more users Portfolio size: 101 or more users

Old School CRM

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Likes Best

The best thing about Dynamics CRM is that is a Microsoft product. As such, there are multiple prebuilt integration points with other Microsoft software applications.

Likes Least

I don't find Dynamics CRM to be very flexible. Comparing it with SalesForce, changes and customizations require much more effort. I found that I needed to get a developer involved sooner when using Dynamics CRM.

Recommendations

Be sure to check out the other players in this vertical. I recommend testing both free/paid and proprietary/open source applications. The differences should really stand out.

 

from Redkite
Specialty: Other
Size of portfolio: Single user Portfolio size: Single user

Seemed very basic and outdated.

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Likes Best

It didn't seem like it would fit the needs I had at the time.

Likes Least

It was very difficult to navigate through the UI and it was very bland.

Recommendations

At the time of working with this it seemed very difficult to customize and seemed like it was very basic functionality.

 

from Rollins
Specialty: Education
Size of portfolio: Single user Portfolio size: Single user

Intuitive, evolutionary, get's the job done

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Likes Best

New navigation concept in 2013 is a big improvement, at least from my perspective.
I personally like the modularity aspects (I think it is officially called "grids", or something close to that) which allow me to combine information and quickly find what I am looking for, somewhat like with tableau.

Likes Least

I personally feel that the information forms are cluttered with information and hard to read. Microsoft seems to be either over- or undershooting with the design of the forms. Looking forward to the next version.

Recommendations

I strongly recommend to develop a set of business cases before testing this (or really any) software, especially when you compare it to other systems. It makes it easier to quickly see differences and allows you to stay somewhat objective.

 

from GroupOne
Specialty: Accounting
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

Microsoft CRM

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Likes Best

the ability to navigate and get to the right spot so quickly.

Likes Least

there is a lot to know if you want to know everything but the basics will work to know too.

Recommendations

talk with others using the same software and see what all it is capable of.

 

from CentricsIT
Specialty: Software / IT
Size of portfolio: 21 to 50 users Portfolio size: 21 to 50 users

Microsoft CRM review - good

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Likes Best

It's intuitive to use, better manageability, better layout. The functionality seems cleaner to me, which probably helped with ease of use

Likes Least

We only use it for one platform, so we can only integrate it into that one. It's not so much the vendor side, but our limited exposure/use to it.

Recommendations

Easier navigation once you figure it out. Once you take the time to learn the platform, it becomes easier and you can start figuring out better ways to customize and integrate into your existing platform.

 

from Venture Engineering & Construction, Inc.
Specialty: Engineering
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

CRM dynamic review

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Likes Best

The organization factor. Keeping all contacts organized and divided by industry, and market segment/sub-segments has been critical in our firm's success. Our sales and marketing staff utilize CRM on a daily basis and are able to easily stay organized and track contacts and all important information (i.e.- date of last contact, notes, best next steps, etc.)

Likes Least

The changes that come with updates cause disruption, and lag due to re-learning the software functionality. Also, the product is not tailored to each organizations exact needs (understanding that doing this would make CRM unrealistically expensive for most). My point here, is simply CRM is not really a great fit for our company. In some cases our own CRM tracking in MS Office has been more efficient. We are a small firm, so this definitely factors in.

Recommendations

Take the software for a "test drive" or trial run for a few weeks and see if it is applicable to your individual business. It may seem great at first, but many smaller firms do not need all the "bells and whistles." Often, simplicity and functionality is more important.

 

from DBZ/Diamond
Specialty: Retail
Size of portfolio: 11 to 20 users Portfolio size: 11 to 20 users

Clark Schreck review of Microsoft Dynamics

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Likes Best

I rely on Microsoft office programs heavily. I especially use Microsoft Excel so the best thing about Microsoft Dynamics is that there is an import directly to excel function. The data does not get lost or formatted differently when I need to carry it over to another microsoft program. I also like the user interface because it has the same "Microsoft" look and feel like any other microsoft program.

Likes Least

It does not have all of the newer features that are found in many CRM software such as social media channels and mobile applications.

Recommendations

Consider what would be most useful to your needs and then maybe do some free trials of all of the available programs before commiting.

 

from DBZ Diamond
Specialty: Retail
Size of portfolio: 11 to 20 users Portfolio size: 11 to 20 users

Easy Solution for sales needs

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Likes Best

It is relatively easy to jump into Microsoft Dynamics. The capability to add custom fields is appreciated as we have very specific information we need to record for clients.

Likes Least

Dynamics goes through a lot of updates. The frequent updates are problematic because it requires the user to learn a lot in order to stay up to date.

Recommendations

While the customized cells have helped align the software to our organizations needs, I would not recommend doing too much tinkering with it. Try to stick with the "Out of the Box" settings provided.

 

from Crestwood Associates
Specialty: Consulting
Size of portfolio: 51 to 100 users Portfolio size: 51 to 100 users

Dynamics CRM Product Review

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Likes Best

Microsoft continues to invest heavily in Dynamics CRM, and its best feature is that it is fully integrated into Outlook.

Likes Least

I need to be able to upload multiple files at one time. Contact record has fields for 'Assistant' and 'Manager' that are text fields, but should actually be other contact records that you look-up. I need to be able to create an address record once and then have that apply to multiple contacts. This will enable you to update one address record and have it roll down to all of the contacts that it applies too.

Recommendations

Dynamics CRM gives you the power of choice in regards to where the system is deployed -- in the cloud or on-premise. Dynamics CRM also provides a very compelling value proposition vs. SFDC since it is approximately half the cost.

 

from Crestwood Associates
Specialty: Software / IT
Size of portfolio: 21 to 50 users Portfolio size: 21 to 50 users

Dynamics CRM Review

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Likes Best

Microsoft Dynamics CRM is pretty user-friendly for most operations. Microsoft has a wide reach, which allows for a large community of users which helps when questions and issues arise to ask the community for assistance.

Likes Least

Microsoft Dynamics CRM requires Internet Explorer, which is my least preferred Internet browser. If you need assistance from Microsoft on licensing or assistance questions with Microsoft Dynamics CRM, it is like pulling teeth to actually receive a good answer or being switched between five different departments to receive an answer.

Recommendations

Try several different types of CRM - on-premise, online, etc. and see if the product fits with your culture and your Dynamics CRM goals. Also, make sure to pick a partner that you can trust for both licensing and support. That makes the biggest difference on your CRM project implementation and company usage.

 
 
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