Microsoft Dynamics CRM is a customer relationship management software package set by Microsoft. The product centers mainly on Sales, Marketing, and Assistance (help desk). However, Microsoft has been selling Dynamics CRM as an XRM program and has been supporting partners to use its proprietary (.NET based) framework to modify it to satisfy many various needs.
The Microsoft Dynamics group of business applications covers other relevant products. It includes Microsoft Dynamics AX (ERP application), Microsoft Dynamics GP, (ERP application) Microsoft Dynamics NAV (ERP application), Microsoft Dynamics SL (ERP Application) and also Microsoft Dynamics Retail Management System. The latter recognized as Dynamics RMS. Dynamics CRM is a server-client application, which, like Microsoft SharePoint, is essentially an IIS-based web application which also holds extensive web services interfaces.
Customers access Dynamics CRM either by using Microsoft Internet Explorer 7 or later web browser or by a thick client plug-in to Microsoft Outlook. While other browsers can be used to access Dynamics, results can be combined and are not approved by Microsoft
Pricing options for Microsoft Dynamics CRM is not available yet.
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Cloudswave Score for Microsoft Dynamics CRM
Rating based on 40 Critic Reviews
We've been using Microsoft Dynamics CRM Online at our company for just over a year now, and while I can say that I've enjoyed its powerful tracking and customization features, overall it has been a pain to use because it is not very user friendly at first (steep learning curve for new CRM users) and any deeper customization requires programming know-how. Another notable issue is the fact that Dynamics basically does not integrate with anything, aside from Microsoft Office apps and Microsoft Outlook. As a smaller company that uses many different apps and software to handle our business processes (Google Apps for company email, Campaign Monitor for marketing, etc.), it can be frustrating to not have any integration options available with our CRM tool. Even if we could get a workaround through Zapier or IFTTT, that would be fine, but not even they have integration capabilities. Our only choices are paying for a pre-made software tool or bringing in our own programmer to make any necessary integration. If you are using Microsoft software and apps for the majority of your business activities (authorly Outlook), then Dynamics can provide a lot of value for your Sales team. Otherwise, is you're looking for a more flexible tool, you might be better off looking elsewhere.
Pros : Powerful data tracking, simple user interface, good customization options, great for tracking complex orders, comes with templates (email, reports, sales documents), email integration available, social media integration available
Cons : Difficult for new users to learn, support documentation and resources are scattered and not always relevant to your issue, customer support is hard to reach and not very helpful, tutorials only cover basic features when there is so much more, no integration with non-Microsoft apps without custom development.
Paul Ferrill, on Enterprise Apps Today
Microsoft Dynamics CRM 2013 is a large program and has many moving parts, which do require some configuration and effort to get working properly on premises. The online version should appeal to small and even medium-sized businesses with limited IT resources. Tight integration with Microsoft Office and other Microsoft offerings should make this a very appealing release for any organization looking to streamline their sales and marketing automation.
Benoit from ACE-CRM, on Software Advice
- Microsoft-oriented: if you use Office, you will find similar navigation rules.
- Internet Explorer client: flexibility provided by web pages.
- Process-oriented: guide you through your process steps.
Some improvements could be done regarding the marketing features, but I think it is a decision from Microsoft to rely on external tools for that part.
As explained in the Like Best section, the application is close to perfection.
They release updates frequently. An external provider is needed for deploying the solution and training users.
Microsoft is a big player. They continually improve the product based on users' feedback. The tool is very versatile. Based on your needs, it can be quickly deployed without developer's intervention. If your needs are very specific, the tool is highly customizable. The last version is close to perfection. I would not enumerate the list of features.
The little flaws from previous versions were removed in the last update. More customizations can be done by a business analyst. The only thing is still the mass emailing features. You would need an external tool that could be integrated like Marketo, ClickDimensions, or MarketingPilot (which was recently bought by Microsoft).
You should ask yourself some questions:
- Who will use the CRM tool?
- How will your CRM needs evolve?
- How can your CRM tool be integrated with your other applications?
- What are the analytics features offered?
- How will the users welcome and adopt the tool?
Based on the answers, you will be able to find the best application matching your needs. All tools are different, each with its own strengths and weaknesses. The most important point is the flexibility. For example, if it requires two days for adding a fields, just run away.
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