Microsoft Dynamics CRM
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Microsoft Dynamics CRM

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3.2 out of 5 stars
95 6.4 / 10
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Microsoft Dynamics CRM automates sales, customer service, and marketing. CRM enables extensive customization. Deploy online or install on premises.
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Microsoft Dynamics CRM Reviews (95)

  • We have spent US$20k developing this over the past 2yrs. Subscriptions began @ £27.50 and have suddenly jumped to £42.50 per user far from our original budget though... Read More
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    G2 Crowd User in
  • Powerful integration wtih Outlook enables users to track email, appointments, tasks, and contacts into the system to be shared with other users. The UI looks very... Read More
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    Wyeth J.
    Consultant in Biotechnology
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No good absolutely stay away!

What do you like best?

Despite the negative aspects we do like the ability to be able to custom build totally bespoke inhouse systems though the pains we have felt far outweigh the benefits (financially). If you have 100 000's to burn then an on-premise system might be worth while.

What do you dislike?

We have spent US$20k developing this over the past 2yrs. Subscriptions began @ £27.50 and have suddenly jumped to £42.50 per user far from our original budget though now I guess we are committed as they roped us in nicely. Also we constantly get downtime that costs us a lot of money every month, programmers blame Microsoft & vice versa, it's all very ambiguous and we have no way of knowing who is really at fault.

This was a bad decision and my advice to you would be to find a "CRM" system that doesn't cost much to develop that way you can easily pull out or switch allegiance should your providers get overly cocky.

What business problems are you solving? What benefits have you realized?

Internal communication

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Microsoft Dynamics Review

What do you like best?

Outlook Integration, Export to Excel Function, Bulk Updating Records, Collaboration Application. These are all easy to use and easy to train on. These areas were improvements over our last system. We are still in the Phase 1 of deployment and are looking forward to our more social technology integrations such as Yammer and Dynamic Pivot tables. The system has a really nice UI that is intuitive for our users and have a clean and process driven solution.

What do you dislike?

Would really like to see faster load times in CRM and think editable grids as an out-of-the-box functionality would really decrease clicks. This would really help with adoption and creating a lean process. It would give our users more confidence if they could see a quick system.

Recommendations to others considering the product

Definitely read up on blogs and make sure you keep in contact with your Customer Care Representative (They are not in Sales and are really there to make sure you are happy)

What business problems are you solving? What benefits have you realized?

We are decreasing cycle time and improving the accuracy and ease of forecasting sales by our different lines of business. We are looking to also increase communication between our different departments and achieve a full view into the buying behavior of our customers. We are awaiting deployment of contract management which will be a big part of this.

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Not easy to get started, but once you've figured out the basics, there is a lot of value and power.

What do you like best?

The extremely broad range of implementation options provides your organization with almost limitless possibilities for using the system as your CRM. Be prepared to spend some money and time developing the system to your full liking and its full potential, and be sure to let processes drive the system and not the other way around.

What do you dislike?

The learning curve to get started is a little steep and you should be familiar with Microsoft programming languages and/or general Microsoft administration practices to be ready to get into the deeper aspects of the system. Additionally, Dynamics goes through frequent upgrades/updates that require you to learn a lot to stay up to date. This creates a serious issue for us as we try to record training videos, as they become outdated very quickly when the system changes.

Recommendations to others considering the product

Pick your version, learn it well, then be prepared to change. We've experienced frequent upgrades and changes that require you to re-learn a lot. :)

What business problems are you solving? What benefits have you realized?

We have used Dynamics CRM to implement more formal email marketing (through CoreMotives/Silverpop). We have built a process to work through customer complaints (cases). We manage sales call reports and customer interactions. We interface with sales reporting systems to find out more about our best/worst customers. We are tracking successes and failures on customer quotes. We are using a plugin to help our outside sales team access maps and track sales calls while in the field. We are using a plugin to gain insights into customers/potential customers such as contacts and company data.

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Strong Product Out of the Box - Customizations Can Cause Issues (CRM 2013)

What do you like best?

Friendly user interface, consistent with Microsoft's current Office Ribbon look and feel so it feels familiar to new users. Easy to manipulate basic field traits, form layout, and to adjust business processes for form flow. Unlimited ability to add entities, views and dashboards, and control who can see them. Solid security model. We have multiple integrations currently and plan for more, and have not seen any limitations on that facet so far.

What do you dislike?

As a developer, there were several gaps that provided challengers. The overall architecture of managed and unmanaged solutions is not consistent with any existing code-promotion models. Forget using TFS or other tools to really control what can be moved from one environment to another. There are third party tools and an SDK toolkit with some widgets to get you part of the way there, but in a multi-developer environment, there isn't a way to check out elements to prevent overwrite, or even to move everything you need in a deployment - it requires manually updating elements in the target deployment. Another limitation is that you can restrict fields by name or team, but not by role, which is a frustrating when you have a system largely based on those.

Recommendations to others considering the product

Try and convince your business users to stay with "out of the box" functionality. Avoid bringing in home-spun processes!

What business problems are you solving? What benefits have you realized?

We are looking to give our users a tool to centralize/formalize their lead gathering process. Next steps will be integrating existing backend business processes so users will have a common interface to launch and use these services. For the managers, they hope to getting a complex view of activities, more accurate sales numbers and reports, and a tool for managing multiple remote sales people.

We have only rolled out to a small group as a pilot, so benefits are still to be determined.

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Simple Solution for Small Executions

What do you like best?

Keep in mind this review covers an implementation for a small company (10-20.) I cannot speak to a roll out on a greater scale but would most likely look elsewhere first.

Microsoft's knowledge base covers the majority of topics needed to get this up and running making set-up extremely easy. The ability to add custom fields and map them through the lead to contact/account funnel allowed me to tailor this product to my organizations specific requirements. The outlook integration enabled our users to utilize this product in an environment they were already used to working in, as opposed to being forced to log-in to the web interface.

What do you dislike?

Customizations only get you so far, especially with no coding experience. The Microsoft marketplace has very few offerings and support. Without our Microsoft Business Partnership in place, my company would be hard pressed to afford the licensing fees required. Mobile interface set-up was not easy without third party solutions.

What business problems are you solving? What benefits have you realized?

Leads to conversion tracking - Allow our sales teams to stay organized throughout the process and ultimately giving our marketing team the data required to analyze and plan more effective lead-generating campaigns.

Customer Service Ticket Center - Utilize the outlook plugin to manage and track all product related customer interactions building towards a company wide software specific knowledge base.

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