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 five modules for sales, marketing, customer service, field service, and project operations, 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 one of the more popular Microsoft CRM modules. It ranks well among customers in search of robust account management capabilities and customization opportunities. In reviews, customers cite the following as the top benefits of Dynamics 365 CRM:

Pros

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

Cost Efficiency. Mid-market CRMs like Dynamics 365 CRM may seem expensive, but the cost accounts for implementation, licensing, and ongoing support and software development. For many organizations, the value of the software’s improvements to efficiency, productivity, and growth are well worth the sticker price. Keep in mind that you don’t need to purchase every module to benefit from the CRM; many companies start with just one module and add more as their needs evolve.  

Integrations. “Microsoft shop” is the unofficial term for organizations 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, SharePoint for file management, or Business Central for operations, Dynamics 365 CRM is a cinch to integrate. Additionally, integrating with Microsoft’s Power Apps gives plenty of opportunities to customize the software and generate unique workflows.  

Features. The five-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. Each module has its own features to address specific business functions. 

• The Sales module helps sales professionals manage their processes more effectively, with tools to track leads, manage opportunities, and nurture customer relationships. 
• The Marketing 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. 
• The Field Service module helps businesses schedule, dispatch, and track field technicians, with additional features to manage work orders, inventory, and assets. This module ensures efficient and timely service to improve customer satisfaction.  
• The Project Operations module helps businesses see projects through every stage, from inception to completion. This module’s tools include project planning, resource management, time tracking, and expense management to keep teams on track.  

Security. Security is one of Microsoft’s principal software focuses. Built-in security for solutions like Dynamics 365 CRM ensures that whether you deploy the software on-premises or in the cloud, you can rest assured that your information is in good hands.  

Cons

Steep Learning Curve. If you’re new to CRM platforms or Microsoft solutions, Dynamics 365 CRM’s modules can be tricky to learn. How big of an issue is this? Not too big—any new software requires a learning curve. 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. The more customizations and modules you need, the higher the 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. The costs to consider when choosing Dynamics 365 CRM include: 

• Licensing fees based on your desired number of software users 

• Implementation services through a trusted Microsoft partner 
• Customization and development required for your workflows 
• Integration costs when pairing Dynamics 365 CRM modules with other solutions 
• Training and adoption costs, which vary between software partners 
• Additional modules and add-ons, such as industry accelerators 

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 mix and match with tools from other providers. For example, you can integrate the Sales module with small-scale 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. 

Rigid Configuration. Once you’ve set up Dynamics 365 CRM, it can be difficult to change your chosen defaults. Some organizations need more flexibility with their software, while others are happy to tap a trusted Microsoft software partner to update systems as the business evolves.

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 five modules and the CRM platform are overwhelmingly positive.  

Dynamics 365 CRM Sales is the most-reviewed module, with over 1,000 four- and five-star reviews on G2 alone. On 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—particularly following the two- to three-week implementation—as well as clunky integrations with some third-party tools and the complexity of the 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, marketing, and customer service processes that need to be automated

The Best Dynamics 365 CRM Review