Dynamics 365 CRM Reviews & Pricing

by Microsoft Corporation | Founded 1975, Albuquerque, NM

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Overview Pricing Benefits Reviews Features

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What is Dynamics 365 CRM?

Industry Specialties: Serves all industries

Dynamics 365 CRM streamlines customer relationship management through a cloud-based platform. Tailored for mid-size to large businesses, it centralizes interactions, automates workflows, and fosters data-driven insights. Key benefits include sales force automation, marketing campaign management, and service case tracking. Popular features like social listening and lead scoring help nurture potential customers. User reviews within the CRM landscape praise its robust customization options and seamless integration with other Microsoft products. However, the subscription-based pricing model, starting at per-user monthly fees, can be a cost consideration for smaller businesses.

Pros

Robust customization
Seamless Microsoft integration
Strong sales automation
Intuitive interface
Mobile app functionality

Cons

Potentially complex setup
Higher learning curve
Subscription-based pricing
Limited reporting options
Occasional performance issues

PRICE

COMPANY SIZE

DEPLOYMENT

PLATFORM

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User Sentiment

Based on 5825 reviews:

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Dynamics 365 CRM Pricing

Based on our most recent analysis, Dynamics 365 CRM pricing starts at $65 (Per User, Monthly).

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Starting From: $65
Pricing Model: Per User, Monthly
Free Trial: Yes, Request for Free

Training Resources

Dynamics 365 CRM is supported with the following types of training:

Documentation
In Person
Live Online
Videos
Webinars

Support

The following support services are available for Dynamics 365 CRM:

Email
Phone
Chat
FAQ
Forum
Help Desk
Knowledge Base
Tickets
Training
24/7 Live Support

Dynamics 365 CRM Benefits and Insights

Why use Dynamics 365 CRM?

Key differentiators & advantages of Dynamics 365 CRM

Gain a 360-Degree View: Sales and marketing benefit from a single source of customer data to provide a consistent experience for buyers. Customer service teams also get a view of every customer’s journey across all touchpoints.
Execute Multichannel Campaigns: Target a number of channels for lead generation, including email marketing, events, SMS, landing pages and more. A connector to lead gen forms for LinkedIn enables audience targeting, lead nurturing and buyer journey creation using LinkedIn information.
Deliver Exceptional Service: Predictive care tools and AI insights provide customer service agents with data to tackle issues proactively and reach the best outcomes. Other tools include intelligent case routing, gamification elements that encourage high performance, self-service options, agent performance metrics and more.
Boost Conversion Rates: Scoring models help determine which contacts are most likely to convert, and smart scheduling capabilities ensure reps reach out at the best time. Sales reps can view lead score, lead trend and lead grade metrics to determine the status of each contact and target the hottest opportunities for better win rates.
Personalize Messaging: Leverage embedded insights to use the most relevant, personalized messaging. Use in combination with segmentation to ensure tailored content reaches the right audience. Customize landing pages using prospects’ data.
Connect With LinkedIn Sales Navigator: Create trust with contacts and conduct relationship selling using relevant data and rich profiles, such as related leads.
Optimize Content: Know which contacts open emails, reply, click links and interact in other ways through metrics. Make informed email strategies, provide relevant content and reply with timeliness. Understand customer needs accurately using customer surveys.
Use Other MS Tools: Microsoft Dynamics 365 has Office 365 apps built in, facilitating work with familiar tools like Excel and Outlook.
Streamine Processes:: AI-driven prompts simplify data entry for records, and playbooks centralize sales techniques, ensuring more focus on selling.
Coordinate Marketing and Sales: Ensure a smooth hand-off from marketing to sales, and automatically send leads to sales reps once lead scores reach the predetermined level.

Industry Expertise

While Dynamics 365 CRM offers adaptable features for various industries, certain pre-configured solutions cater to specific sectors like manufacturing, retail, and healthcare. These industry-specific versions include functionalities tailored to regulations, workflows, and data requirements of those fields. For example, healthcare solutions might emphasize patient relationship management and compliance while manufacturing versions focus on production tracking and inventory control. This pre-built expertise can accelerate implementation and optimize the platform for industry-specific needs.

Dynamics 365 CRM Reviews

Average customer reviews & user sentiment summary for Dynamics 365 CRM:

5825 reviews

82%

of users would recommend this product

Synopsis of User Ratings and Reviews

Based on an aggregate of Dynamics 365 CRM reviews taken from the sources above, the following pros & cons have been curated by a SelectHub Market Analyst.

Pros

Easy to Use: 98% of reviewers referencing usability felt the software is user-friendly.
Improved Productivity and Efficiency: The system aids efficiency and productivity, as observed by every user who talks about this aspect.
Customer Relationship Management: 95% of the reviewers who reference this aspect noted that it aids a positive customer experience.
Customization: Adding or removing fields is simple and doesn’t require technical help, as observed by more than 85% of reviews mentioning this feature.
Integration: Important integrations such as Power BI, Cortana, Azure and Office are of great help, as noted by 92% of the reviewers who refer to this element.

Cons

Learning Curve: According to 90% of the reviewers talking about this factor, new customers require a bit of training, which is time consuming.
Pricing: Microsoft Dynamics 365 is expensive, as observed by every user mentioning cost.
Slow Performance: At times, the platform takes time to sync and perform simple tasks, as observed by almost 70% of reviewers referring to this aspect.
Navigation: 90% of the reviews about this feature mentioned the navigation is complicated, especially for new users.

Researcher's Summary:

A mix of praise and critique defines 2023 user reviews for Dynamics 365 CRM. Fans champion its robust customization, enabling precise tailoring to diverse business needs, like adding fields to track specific equipment rentals or crafting workflows for complex approval processes. This flexibility, some say, surpasses competitors like Salesforce, where out-of-the-box options might constrain unique workflows. Yet, this very strength can be a double-edged sword. Detractors find the customization curve steep, requiring significant IT expertise or costly consultant guidance, unlike the more user-friendly setup of HubSpot. Integration shines as a clear win for Dynamics 365. Seamlessly blending with Microsoft's ecosystem, including Outlook and Teams, streamlines communication and boosts collaboration. Imagine pulling CRM data directly into an email or setting up team meetings from contact records – a breeze for Dynamics users, while competitors often require clunky workarounds. However, pricing structure remains a sore spot. While subscription fees are competitive, the extensive customization often necessitates additional add-ons and consultancy, potentially inflating costs compared to more all-inclusive options like Zoho CRM. Ultimately, reviews suggest Dynamics 365 excels for businesses seeking in-depth customization and Microsoft integration, willing to invest time or resources in setup. For those prioritizing ease of use or budget-friendliness, alternatives might be a better fit. The key takeaway? Choose the CRM that complements your unique needs and technical capabilities.

Key Features

Campaign Builder: Set up and execute campaigns via a visual building tool, and design customer journeys by arranging templates using the drag-and-drop interface. It’s also possible to set triggers based on a range of rules, choose segmented groups, assign emails, include events or surveys, and more.
Dashboards: Access a host of metrics related to leads, revenue and other data sources from dashboards and customize them to show the most important KPIs. Dashboard types include:
- User Dashboards: Visible to and controlled by individual users.
- System Dashboards: Visible to everyone, with the option to reduce visibility to certain roles. Customized and controlled by system admins.
Lead Nurturing: Account-based marketing features provide capabilities such as customer segmentation, personalized email content and performance metrics. Build buyer journeys and set rules that define a lead’s score based on the individual lead record, the related contact or the related account.
Integrations: Apart from the Dynamics 365 toolset and other MS applications, the platform integrates with partner systems. Integration with Zapier offers access to more than 1,500 apps, ensuring greater extendability.
Event Management: Control all aspects of events, from registrations and speakers to sessions and venue logistics from an event portal. It integrates with ON24 and other providers to support running webinars.
Customer Service Insights: Powered by AI, machine learning and BI tools, this feature helps track KPIs visually for at-a-glance insights. Monitor:
- Customer satisfaction levels
- A range of case metrics
- Backlog trends
- Incoming support topics
- Engagement patterns
- Support agent performance
Customer Insights: This add-on feature uses AI to support marketing efforts.
- Use Microsoft Graph to input audience intelligence.
- Build triggered workflows with Microsoft Flow.
- Customize reports and dashboards with the Power BI connection.
- Microsoft PowerApps enables custom app creation.
- Governance tools and security features ensure GDPR compliance and data privacy.

Approach to Common Challenges

Data Silos: Dynamics 365 CRM centralizes customer data from various sources, including emails, social media interactions, and website behavior, into a unified customer profile. This consolidated view ensures all teams access consistent information, fostering collaboration and data-driven decisions.
Manual Tasks: The platform automates repetitive tasks such as lead qualification, opportunity prioritization, and service case routing. This automation streamlines workflows, freeing up time for high-value activities and reducing human errors.
Inconsistent Customer Experience: It provides a 360-degree view of customer interactions across departments, enabling personalized interactions and consistent messaging. Customer service agents can access purchase history, marketing preferences, and service issues to offer tailored support.
Limited Insights: Advanced analytics tools within Dynamics 365 CRM uncover patterns, trends, and actionable insights from customer data. These insights enable targeted marketing campaigns, predictive lead scoring, and proactive service interventions to enhance customer satisfaction and retention.
Disconnected Systems: Seamless integration with other Microsoft products like Office 365, SharePoint, and Power BI streamlines workflows and eliminates data silos. Users can access CRM data directly within familiar applications, fostering productivity and collaboration.

Cost Of Ownership

Frequently asked questions regarding Dynamics 365 CRM pricing include:

Q: What is the starting price per user per month for Dynamics 365 CRM?
A: While pricing can vary based on specific needs and license types, the current starting price per user per month for Dynamics 365 Sales Professional is $65. For Dynamics 365 Sales Enterprise, it's $95. These prices are subject to change, so always check with Microsoft or a certified partner for the most up-to-date information.
Q: What factors influence the overall cost of Dynamics 365 CRM?
A: Several factors can impact the total cost of ownership:
- Number of users: The pricing model is per-user, so the more users you have, the higher the cost.
- License types: Different license types offer varying features and functionalities, impacting the price.
- Add-ons: Additional features like marketing automation or customer service modules often incur extra costs.
- Customization: Any tailored development or configuration needs can increase the overall investment.
- Implementation and training: These services can add to the initial setup costs.
Q: Are there discounts available for Dynamics 365 CRM?
A: Microsoft might offer discounts for certain nonprofit organizations or educational institutions. Additionally, signing annual contracts or purchasing multiple licenses can sometimes lead to price reductions. Check with Microsoft or a certified partner for applicable discounts.

Limitations

User review indicates the following drawbacks of the product at the time of this review:

Implementation can be time-consuming and cumbersome.
A lot of training support needed to understand the complex system.
Navigating through different reporting elements is challenging.
Doesn’t support exhaustive reporting capabilities, including the ability to create intuitive custom reports.
Doesn’t import a CSV file of contacts.
Requires installation by a MS Gold Support Partner and a signed support agreement.

Suite Support

Microsoft lists a number of support options on its website, based on the version of the software and whether it’s cloud-based or on-premise. Self-service options include a searchable knowledge base of help articles, a troubleshooting guide, a support blog and a user community. There are also guides for users, admins and developers.

Email: No info available.

Phone: Technical support is available for cloud users. U.S. users can call +1 (800) 865-9408, Monday through Wednesday and Friday from 8 a.m. to 8 p.m., local time, and on Thursday from 10 a.m. to 8 p.m. local time. For other country phone numbers and support hours, visit Microsoft’s website.

Training: Avail free modules in a self-paced format, with learning paths for Dynamics 365 for Sales, Dynamics 365 for Marketing and Dynamics 365 for Customer Service. Paid instructor-led training classes are available, with content delivered via live, virtual classrooms or in-person formats at a training center. There’s also a learning portal that provides workshops, courses, videos and more.

Tickets: Available to cloud customers. Visit the Dynamics 365 Admin center to generate a new support request.

FAQ

Frequently asked questions regarding Dynamics 365 CRM include:

Q: How can I customize Dynamics 365 CRM to fit my specific business needs?
A: Dynamics 365 offers extensive customization options, including adding custom fields, entities, workflows, and views. Users can tailor the system to match their unique processes and data requirements.
Q: How does Dynamics 365 CRM integrate with other Microsoft products, such as Outlook and Teams?
A: Seamless integrations with Microsoft's suite of products enhance productivity and collaboration. Users can access CRM data directly within Outlook emails and create Teams meetings from contact records.
Q: What security measures are in place to protect my data in Dynamics 365 CRM?
A: Dynamics 365 employs robust security features, including multi-factor authentication, encryption, and role-based access control, to safeguard sensitive information.
Q: How can I ensure successful user adoption of Dynamics 365 CRM within my organization?
A: Clear communication, comprehensive training, and ongoing support are crucial for user adoption. Address any concerns and provide resources to help users navigate the system effectively.
Q: What reporting and analytics capabilities does Dynamics 365 CRM offer?
A: Robust built-in reporting and dashboards provide insights into sales performance, customer interactions, and overall business health. Users can create custom reports and visualizations to track key metrics.
Q: How can I leverage Dynamics 365 CRM to improve customer service?
A: The system offers tools for managing customer cases, tracking interactions, and providing personalized support. Automation and proactive outreach can enhance customer satisfaction.