Microsoft Dynamics CRM vs Salesforce Sales Cloud comparison

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Comparison Buyer's Guide
Executive Summary
Updated on Aug 7, 2023

We compared Microsoft Dynamics CRM and Salesforce Sales Cloud across several parameters based on our users' reviews. After reading the collected data, you can find our conclusion below:

  • Features: Microsoft Dynamics CRM is considered robust and reliable. Users praised its ability to measure and track sales and seamless integration with Microsoft Office 365 and Azure. Salesforce Sales Cloud users have lauded the solution’s open API and ability to track sales opportunities.

  • Room for Improvement: Microsoft Dynamics CRM requires improvement in terms of mobile experience, interface design, and performance. Salesforce Sales Cloud could improve its integration with third-party systems and reporting.

  • Service and Support: Reviews of Microsoft support were mixed, with some users expressing frustration at long response times and challenges contacting the support team. Salesforce’s customer service is considered excellent, and users praised its prompt and knowledgeable team.

  • Ease of Deployment: Some Microsoft Dynamics users found the setup uncomplicated, while others struggled with it. Salesforce Sales Cloud's initial setup can be complex and time-consuming, potentially lasting for months or even years. However, users can speed up the process with external tools.

  • Pricing: The cost of Microsoft Dynamics depends on factors like licenses and customization. While Dynamics is generally considered expensive, some users find the pricing fair or slightly cheaper compared to competitors. Salesforce Sales Cloud is considered pricey. Salesforce Sales Cloud has additional costs for implementation and add-ons.

  • ROI: Microsoft Dynamics CRM provides a significant ROI due to its upgraded features and integrations. Salesforce Sales Cloud has shown a positive return on investment by enabling automation, improving productivity, and saving time.

Comparison Results: Users like Microsoft Dynamics CRM for its native integration with popular Microsoft products, but some users have said that setting up Microsoft Dynamics can be complex and time-consuming. Others have suggested lowering the price and improving the interface. Salesforce Sales Cloud is a user-friendly platform praised for its extensive feature set and customization options. At the same time, customers have complained that Salesforce’s licensing costs are too high and reporting capabilities are limited.

To learn more, read our detailed Microsoft Dynamics CRM vs. Salesforce Sales Cloud Report (Updated: March 2024).
763,955 professionals have used our research since 2012.
Q&A Highlights
Question: What are the pros and cons of MS dynamics vs. Salesforce CRM?
Answer: Lots of good information already presented! We work mainly with Dynamics CRM and BPM'Online, but have done a little bit with Salesforce, and it also pays to know your competition. Features - comparable, but it depends upon what you want to do. For example, SFDC has better reporting overall in my opinion, as there are some limitations to the built-in reporting for MSCRM. And sending a quote to a customer is way more difficult that it should be in MSCRM. Usability - comparable, but SFDC forms seem to load much faster than MSCRM forms. Performance & Availability - depends if you go MS cloud or on-premise. Cloud would be similar availability, but probably slower loading for MSCRM. Cost Model - MS wins. you can get the full CRM suite for $110 per user per month that includes Sales, Project Automation, Field Service, Customer Service. And their native mobile app. Compatibility with different mobile devices - MSCRM has a native mobile app for Android and iOS that works mostly well, especially for looking up data. Can take a while to load after changes have been made. There are some very good 3rd parties that enhance this option. Integration with other back end ERP - probably comparable to SFDC, but it can also depend on the ERP backend and if you are using MS Cloud or On-Premise. Usually a 3rd party integration tool is used to assist in this, unless you can just program to hit the CRM APIs as needed. Hope this helps! Good luck!
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"Integration is the best feature of Microsoft Dynamics CRM. It integrates quickly across multiple apps and has a lot of APIs available that you can link to. It's very customizable, so we're able to tailor it to a client's needs.""The feature I like best in Microsoft Dynamics CRM is being able to market to segments instead of choosing individual people to market to.""The most valuable feature of Microsoft Dynamics CRM is its performance.""Microsoft Dynamics CRM is a stable solution.""One of the most useful features is we can configure Microsoft Dynamics CRM in the way that we need. This is configurable.""The most valuable features of Microsoft Dynamics CRM are its easy operations and functionality.""The most valuable feature of Microsoft Dynamics CRM is the campaign feature.""The most valuable feature of Microsoft Dynamics CRM is the integration with Microsoft Office 365."

More Microsoft Dynamics CRM Pros →

"The most valuable features are the reporting and the custom codes.""The most beneficial aspect of Salesforce Sales Cloud is my development life cycle will have been shortened.""The dashboards and dashboard customization are great.""This product is lightweight.""Salesforce is such a widespread software in terms of what it can do and its scope. Theoretically, you can run a whole company off of it. There are many valuable features, such as reporting and analytics. You can customize almost the whole environment is what appeals to so many companies the most.""It has custom fields and custom reports which can align to our business objectives and marketing focus.""There are many extremely useful features.""The most valuable features of Salesforce Sales Cloud are opportunity management and metric integration."

More Salesforce Sales Cloud Pros →

Cons
"Microsoft Dynamics CRM would be far superior if it had an analytical dashboard and AI-based systems.""The performance could be improved.""Overall, the solution could be made to be more user friendly.""A built-in automation engine to automate parts of workflows would be beneficial. That's the feature I'd be most happy to see expanded. It's currently tagged as simple automation, but I'd love some predictive capability.""The solution's interface has room for improvement.""Microsoft Dynamics CRM could improve the built-in reports. The ones that are included are pretty generic unless you subscribe to Microsoft BI, which is an extra fee. They should offer the reports without having to purchase a separate subscription for Microsoft BI. However, the reports in Microsoft BI are fantastic.""We would like to see the tech support for this product improved, at present we are frequently waiting for a couple of days before we receive any response.""The integration capability with other systems could be improved, particularly the Lead Generation system."

More Microsoft Dynamics CRM Cons →

"Salesforce Sales Cloud needs a more user-friendly interface.""If they could have convenient APIs into the other parts of the corporation that I wish to share data with, that would be helpful.""The cost of this solution could be improved.""There are also certain restrictions on the reports in terms of the number of records. Ideally, that should be removed.""The user interface could be more intuitive. I had some challenges with how to convert from a lead to an opportunity.""I would like to see licensing fees reduced in the next release.""The solution's configuration could be improved because getting a purchase order and administrating the right fields can be a real headache for us, especially when the Sales Cloud system enters an error stage.""Amount of storage provided is limited."

More Salesforce Sales Cloud Cons →

Pricing and Cost Advice
  • "We have to buy a separate license in order to implement the social listening feature."
  • "It's kind of pricey. It's about $50 or $60 per user."
  • "I am not the person who pays for Microsoft Dynamics CRM but it is expensive. I have been using Microsoft Azure, which Microsoft Dynamics CRM is built on, and I know we prepaid for the services. For me as a consumer, I do not think I can afford it, mainly because I am only learning how to use the AI and the rate which they charge is high. In general, Microsoft solutions are expensive and this is most likely due to the brand, this is something you expect. However, the price might be high but you receive a highly secure solution."
  • "There is a license required to use Microsoft Dynamics CRM."
  • "The price of the solution is good but could be cheaper."
  • "We have a three-year ELA with all our Microsoft solutions and often we had to do a true-up which was approximately $1,000,000. Additionally, we pay approximately $2,500 a month for support."
  • "Pricing for this software could be cheaper."
  • "The solution is open source and is free. However, it does require a Dynamics 365 subscription."
  • More Microsoft Dynamics CRM Pricing and Cost Advice →

  • "The subscription is on a monthly basis."
  • "The main issue is the price. Because it's SaaS, you will have to pay on a monthly or yearly basis."
  • "It is a premium product, so it is not the cheapest solution. I think if it's implemented well, and you're getting the soft cost benefits, the efficiencies, it's justified. But not if you're looking at just apples for apples as a subscription, without the complexity that you can achieve. It can deal with complex business requirements. Some other CRMs can't. But you certainly pay, so it's a premium-charged solution. It's one of the more expensive ones."
  • "I have found Salesforce Sales Cloud to be expensive. However, it is the number one CRM solution in the world. It is worth the money."
  • "The main thing is it is costly. Salesforce it is not cheap, it's costly. Some of our customers say it is a costly solution. So, we have lost some sale opportunities regarding the high price. This is the main thing that we are facing. It is sales per user and the user price is about $150 per month, per user for the Enterprise Edition. The other edition is less than this, but it is costly. A company that has 70 or 80 users would pay more than $8,000 USD yearly because it is cloud based."
  • "My understanding is that Salesforce is a little bit expensive, but in terms of the efficiencies, automation, and visibility, I think it's definitely value for money."
  • "Implementation and add-ons may be additional costs."
  • "Being license based, the license varies by type. The pricing is considered average."
  • More Salesforce Sales Cloud Pricing and Cost Advice →

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    Answers from the Community
    Anonymous User
    it_user267600 - PeerSpot reviewerit_user267600 (Works at a tech company with 51-200 employees)
    Vendor

    Well, the best CRM is really the one that matches the requirements of your business, because what works for one organization does not necessarily works for another. However, there are some common features that makes one system more attractive over the other. From my point of view, both of them are worth trying, but if you’d like to try some outstanding alternative, I suggest you to take a look at bpm’online sales https://www.bpmonline.com/sales/ - it’s a cloud CRM that includes out-of-the-box processes that serve as best practices for lead management, opportunity management, quote management, order and invoice management and so forth. Your sales team will definitely appreciate the pre-build processes that enable companies to jump start using the system from day one.

    it_user81342 - PeerSpot reviewerit_user81342 (Partner at a tech consulting company)
    Consultant

    We work with both platforms, we can do almost all applications with either platform.

    Features - Comparable
    Usability - Comparable
    Performance & Availability - Comparable
    Cost Model - Microsoft is Less Expensive
    Compatibility with different mobile devices - Microsoft needs third party tool for full functionality
    Integration with other back end ERP - Comparable

    it_user70698 - PeerSpot reviewerit_user70698 (Works at a tech consulting company)
    Consultant

    It depends upon what you want to achieve. As well I am certified Siebel Core consultant and have worked wih SFDC and MS Dynamics, still all the three caters various features unique in their own way. Having said that if the client is in favour of MS Dynamics then

    Features - it is stil evolving and requires considerable changes
    Cost - it is defintely comparable with SFDC but not with Siebel as the cost is high in Siebel.
    Usability - it is not complex and lots of drag and drop
    Features available
    Performance - This depends on what the client needs are.
    Integration - requires more change and it has it's own challenges

    I hope this helps for now. Please feel fee to reach me if you need any further questions or clarifications

    it_user81129 - PeerSpot reviewerit_user81129 (VP Marketing at a tech vendor with 51-200 employees)
    Vendor

    I am not familiar with MS Dynamics, and have never used it. However, just from a look at the website, this package seems more the equivalent of a Marketo or Eloqua kind of application. At Liquidware Labs, we use Marketo, Salesforce, extended with RainKing.

    Not sure if my background would be helpful for this issue, but if this individual would like to speak with me directly about the goal for marketing with CRM packages, then I would be happy to discuss.
    Thanks.
    Grace

    it_user81639 - PeerSpot reviewerit_user81639 (Senior Consultant with 51-200 employees)
    Real User

    Please see the following article: http://learnsf.wordpress.com/2011/05/22/comparing-salesforce-with-microsoft-dynamics-xrm/

    A few anecdotes to consider:
    *The few MS Dynamics customers I know report that it has a lot of bugs, quirks and really cumbersome to customize
    *In one quote/evaluation I've seen, MS Dynamics had a final quote that was one third of a similar Salesforce quote (that is, same number of users, type of licenses, etc)

    it_user107976 - PeerSpot reviewerit_user107976 (Lead Consultant at a tech services company with 5,001-10,000 employees)
    MSP

    Microsoft Dynamics CRM -
    *Pricing based on your needs
    *99.9% Service Level Agreement (SLA)
    *Microsoft had a pre-developed reporting engine within SQL Server called SQL Server Reporting Services (SSRS)
    *MS Dynamics CRM Online is a true Microsoft Outlook application, not just a plugin

    Salesforce.com -
    *Enterprise Edition - $125/user/month , Salesforce Mobile Classic - $50/user/month
    *No Service Level Agreement (SLA)
    *Salesforce is repealing Outlook features; for example, users can’t manage opportunities and leads anymore
    *Salesforce doesn’t have a concept of a fluid user interface for Leads –> Contacts –> Opportunities

    Questions from the Community
    Top Answer:The most valuable features of Microsoft Dynamics CRM are all the filters and possible reports.
    Top Answer:The solution should improve the user experience in the process of creating and activating offers. Sometimes, the process is a little bit slow because it has too many details. It also depends on how… more »
    Top Answer:We use Microsoft Dynamics CRM to control sales advancements in our company.
    Top Answer:The most valuable features of Salesforce Sales Cloud are opportunity management and metric integration.
    Top Answer:The solution's configuration could be improved because getting a purchase order and administrating the right fields can be a real headache for us, especially when the Sales Cloud system enters an… more »
    Top Answer:Since Salesforce Sales Cloud is a CRM solution, we use it for keeping contact information, opportunity management, sales planning, and accounts planning. We also use the solution's AI functions.
    Ranking
    2nd
    out of 167 in CRM
    Views
    4,572
    Comparisons
    4,283
    Reviews
    38
    Average Words per Review
    408
    Rating
    7.6
    3rd
    out of 167 in CRM
    Views
    5,573
    Comparisons
    2,636
    Reviews
    17
    Average Words per Review
    345
    Rating
    7.8
    Comparisons
    Also Known As
    Dynamics CRM, MS Dynamics CRM
    Sales Cloud, SFDC, Salesforce
    Learn More
    Salesforce
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    Overview

    Microsoft Dynamics CRM is a comprehensive customer relationship management solution that helps businesses streamline their sales, marketing, and customer service processes. With its user-friendly interface and powerful features, it enables organizations to effectively manage their customer interactions and drive business growth.

    One of the key features of Microsoft Dynamics CRM is its sales automation capabilities. It allows sales teams to track leads, manage opportunities, and close deals more efficiently. The solution provides a centralized platform for managing customer information, enabling sales representatives to access real-time data and make informed decisions. It also offers tools for forecasting, pipeline management, and sales analytics, helping businesses optimize their sales processes and drive revenue growth.

    In addition to sales automation, Microsoft Dynamics CRM offers robust marketing automation features. It enables marketers to create and execute targeted marketing campaigns, track campaign performance, and generate actionable insights. The solution provides tools for lead management, email marketing, social media integration, and customer segmentation, allowing businesses to engage with their customers effectively and drive marketing ROI.

    Furthermore, Microsoft Dynamics CRM helps organizations deliver exceptional customer service. It provides a unified view of customer interactions, enabling customer service representatives to deliver personalized and timely support. The solution offers case management, a knowledge base, and self-service portal capabilities, empowering customers to find answers to their queries and resolve issues on their own. It also provides tools for service analytics and reporting, helping businesses identify areas for improvement and enhance customer satisfaction.

    Salesforce Sales Cloud is the most widely used of sales tools and sales automation software, speeding and streamlining all phases of sales from lead management to analytics and forecasting. Thanks to Salesforce Sales Cloud, more than 100,000+ customers and 2 million subscribers worldwide can manage people and processes more effectively, pursue more business in less time, and close more deals.

    Sample Customers
    Metro Bank, Nissan, Pandora, Delta, Haynes International, City of London, Trek and many more market leaders.
    Coca-Cola Enterprises, Kuoni Global Travel Services, Financial Times, Just Eat, Jobsite, H.R. Owen, PlayerLayer, O2, DMGT, Philips, Xtreme.ie, Business Stream, Remote Asset Management, Dialogue Group
    Top Industries
    REVIEWERS
    Computer Software Company29%
    Financial Services Firm19%
    Manufacturing Company10%
    Comms Service Provider6%
    VISITORS READING REVIEWS
    Computer Software Company15%
    Government11%
    Financial Services Firm10%
    Manufacturing Company7%
    REVIEWERS
    Computer Software Company32%
    Financial Services Firm7%
    Comms Service Provider7%
    Non Tech Company7%
    VISITORS READING REVIEWS
    Educational Organization69%
    Computer Software Company5%
    Financial Services Firm4%
    Manufacturing Company2%
    Company Size
    REVIEWERS
    Small Business52%
    Midsize Enterprise28%
    Large Enterprise20%
    VISITORS READING REVIEWS
    Small Business26%
    Midsize Enterprise17%
    Large Enterprise57%
    REVIEWERS
    Small Business46%
    Midsize Enterprise20%
    Large Enterprise33%
    VISITORS READING REVIEWS
    Small Business8%
    Midsize Enterprise71%
    Large Enterprise22%
    Buyer's Guide
    Microsoft Dynamics CRM vs. Salesforce Sales Cloud
    March 2024
    Find out what your peers are saying about Microsoft Dynamics CRM vs. Salesforce Sales Cloud and other solutions. Updated: March 2024.
    763,955 professionals have used our research since 2012.

    Microsoft Dynamics CRM is ranked 2nd in CRM with 43 reviews while Salesforce Sales Cloud is ranked 3rd in CRM with 17 reviews. Microsoft Dynamics CRM is rated 7.6, while Salesforce Sales Cloud is rated 8.4. The top reviewer of Microsoft Dynamics CRM writes "Intuitive APIs, customizable design, but dashboards could improve". On the other hand, the top reviewer of Salesforce Sales Cloud writes "Creates customized reports and gives everybody easy access to information on the dashboard". Microsoft Dynamics CRM is most compared with ServiceNow, SAP CRM, Siebel CRM, monday.com and Salesforce Service Cloud, whereas Salesforce Sales Cloud is most compared with SAP CRM, Oracle E-Business Suite, SAP ERP, IQVIA Orchestrated Customer Engagement and Vlocity. See our Microsoft Dynamics CRM vs. Salesforce Sales Cloud report.

    See our list of best CRM vendors and best Sales Force Automation vendors.

    We monitor all CRM reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.