Microsoft Dynamics 365 CRM Review: The Pros and Cons of Microsoft Dynamics 365

Microsoft Dynamics 365 CRM is a comprehensive solution for customer-focused organizations, but is it a good fit for your business? Our review dives into the pros and cons of Dynamics 365 CRM according to reviews from real users.

What is Microsoft Dynamics 365 CRM?

Dynamics 365 CRM is Microsoft’s customer relationship management platform. Comprising three modules for sales, marketing, and customer service, Dynamics 365 CRM helps all types of businesses improve customer engagement, save time, and enable growth. 

 The Pros and Cons of Microsoft Dynamics 365 CRM

Dynamics 365 CRM is a popular Microsoft product that ranks well among customers in search of advanced account management capabilities and software customization.

Pros

Microsoft is a well-known software developer, and Dynamics 365 CRM is, by extension, a popular solution. No matter which modules you buy, you’ll find plenty of benefits for your organization. Here’s what sets Dynamics 365 CRM apart from competitive software:

Data Centralization. Dynamics 365 CRM keeps all your business data accessible by storing it in the cloud. That means your sales, marketing, and customer service teams can work from the same profiles and see updates in real time, improving interdepartmental collaboration.

Integrations. “Microsoft shop” is the unofficial term for businesses that use Microsoft products across multiple departments. Because these systems come from the same developer, they boast intuitive two-way integrations that unify teams across organizations. For instance, modules from Dynamics 365 CRM and Microsoft 365 can interact to improve collaboration and productivity. If your organization already uses tools like Outlook for email or SharePoint for file management, Dynamics 365 CRM is a cinch to integrate. Additionally, integrating Dynamics 365 CRM with Microsoft’s Power Apps gives plenty of opportunities to customize the software and generate unique workflows.

Features. The three-module suite structure makes Dynamics 365 CRM more flexible and scalable, especially for organizations that want to start small with functionality and build it out over time. Each Dynamics 365 CRM module can work independently or in tandem, making the software an excellent choice for growing organizations. Additionally, the three modules offer unique feature sets:

• The Sales module helps sales professionals manage their processes more effectively, with tools to track leads, manage opportunities, and nurture customer relationships.
• The Customer Insights module helps businesses attract, engage, and nurture leads and customers through targeted campaigns. Its tools let teams leverage the power of email marketing, lead scoring, and customer journey management.
• The Customer Service module helps businesses manage customer inquiries, resolve issues, and track customer interactions to enhance customer satisfaction and loyalty.

Cons

Despite a wealth of positive reviews, Dynamics 365 CRM has been criticized by some users. Here are the software’s weak points, according to reviewers: 

Steep Learning Curve. If you’re new to CRM platforms or Microsoft solutions, Dynamics 365 CRM’s modules can be tricky to learn. One of the best ways to mitigate this challenge is to take advantage of training and knowledge base tools through Microsoft and your software partner.

Cost. For small businesses, Dynamics 365 CRM might not be within budget. However, growing organizations have been satisfied with investing in a single module and adding more during periods of growth. Ultimately, you’ll have to weigh the value of what the software would provide your business against the cost of implementing and integrating it with your current systems.

Segmented Functionality. Dynamics 365 CRM’s modules are built for specific departments, with little crossover available in a single solution. If you want a fully integrated CRM suite, you’ll need to invest in multiple solutions. However, if you don’t want to invest only in Microsoft’s CRM tools, you can experiment with integrated tools from other providers. For example, you can integrate the Sales module with marketing automation software from a provider like HubSpot. Note that third-party integrations with Microsoft CRM software may be limited or clunky due to Microsoft’s rigid security.

What Customers Say About Dynamics 365 CRM

Customers review the specific Dynamics 365 CRM modules they invest in more often than the entire platform. However, reviews for all three modules and the CRM platform are overwhelmingly positive.

Dynamics 365 CRM Sales is the most-reviewed module, with several hundred four- and five-star reviews on G2 alone. On other review sites across the web, Dynamics 365 CRM and its modules are rated positively for their ease of use, comprehensive features, and flexibility.

However, some reviewers have mentioned a steep learning curve when first implementing Dynamics 365 CRM modules, clunky integrations with some third-party tools, and the complexity of Microsoft’s user interface. Still, once users are trained to use the software, they enjoy the overall experience with Microsoft Dynamics 365 CRM.

Why You Should Choose Dynamics CRM

Is Dynamics 365 CRM ultimately worth the cost? In short, it depends on whether your organization wants the software’s integrative capabilities, segmented functionality, and emphasis on security. 

Businesses that meet any of the following criteria could benefit from the functionality that Dynamics 365 CRM offers: 

• You’re already part of the Microsoft ecosystem and make use of Microsoft 365, the Power Platform, or other Microsoft tools
• You’re a growing SMB or large enterprise with complex sales and marketing needs
• You’re a sales-focused organization that wants some of the best tools on the market to manage your pipeline

The Best Dynamics 365 CRM Review