Microsoft Dynamics CRM Vs. Salesforce

Comparison of Microsoft Dynamics CRM and Salesforce

When talking about customer relationship management or simply CRM system, it should enable its user whether SMBs or enterprises, to have better interaction with their customers by understanding the customer’s preferences and serving them more accurately and efficiently.

There are numerous companies that make use of CRM software and these usually come in a wide range of prices, with different features and functionalities. This makes choosing the right software a difficult task.

These days, the market is jam-packed with CRM solutions that allow companies to have fruitful connections with their customers as well as employees using a more dynamic mechanism.

Nevertheless, not all CRM solutions are developed equally. It may be difficult for companies to select the most suitable system that will fit their needs, but a great starting point is the CRM systems that have a huge share in the market. Examples of such software from huge vendors are Microsoft Dynamics CRM and Salesforce.

Those two CRMs are the two leaders in this category. In terms of pricing, target client/business, and user experience they can be similar, and thus, they are compared most of the time. In order to know more about these two CRM solutions, take a look at five different categories that are necessary for any CRM solution and how these two work.

Business Intelligence

When it comes to Business Intelligence (BI), the Salesforce Analytics Cloud is developed by Wave and it gives users to leverage in using cloud and mobile technology to provide and deliver more potent solutions and to protect the data.

However, this software does not have data integration tools and Salesforce made up for it by making it workable with several third-party solutions that users can acquire from AppExchange. Another thing is that this software does not have the extensibility and requires users to learn their proprietary language and this can lead to users’ additional expenses.

On the other hand, Dynamics CRM by Microsoft is integrated with MS Power BI. It is designed to simplify the fast data analysis using self-service BI analytics that is supervised in the cloud for sharing and/or collaboration. It has a comprehensive analytics solution where users can extract and transform the given functions, and analyze the capabilities and data visualizations.


In terms of marketing, Pardot and ExactTarget were acquired by Salesforce and this acquisition yielded services that are customer-specific, especially in email marketing and automation of marketing functions.

The Salesforce Marketing Cloud lets individuals, especially marketing managers, manage and produce marketing campaigns and solidify relationships with their customers. On the other hand, Microsoft Dynamics CRM used MarketPilot, which Microsoft acquired, leading to Microsoft Dynamics Marketing (MDM).

This solution provides users with great insights into the data of their customers, lets automation in the multi-channel campaigns in driving and acquiring tangible results, delivers all-inclusive customer engagement processes, and provides one-of-a-kind value through their Marketing Resource Management.

Customer Service

For the topic of service, Salesforce provides users with outstanding case management, social service functionalities, and knowledge management, while the Microsoft Dynamics CRM has made customer service differentiated sections with the acquisition of Adxstudio, FieldOne, and Parature and then combined them into a unified platform giving users with field service, assisted service, support for professional Dynamics CRM services and self-service features.                       

User Experience

When it comes to the user experience, Salesforce combines easy to understand and intuitive user interface plus the application utility designed to meet the demands of the customers. Users can also customize the user interface to their liking or necessity.

On the other hand, Microsoft Dynamics CRM has a user interface that has seen major transformation throughout the years. Today, this software can deliver users with contemporary user experience by being adaptive to the expectations and preferences of users when it comes to the modification of tabs, themes, typography, and style sheets just to name a few.

Customer Support

 Finally, another important aspect of any mega-vendor is its customer support. For Salesforce, its vendors come with the usual phone support and are based on different free structures. However, customers will have not that many options when it comes to onsite consultation.

Many of the Salesforce partners cater to large enterprises and not so much to SMBs. On the other hand, Microsoft Dynamics CRM has made improvements with its customer support by having a huge consultant network. In fact, the vendor has numerous certified partners all over the world that can provide assistance and consultative services at reasonable pricing.

On a side note, Salesforce’s pricing is at the high-end spectrum with the MS Dynamics CRM from mid to high end. The first one caters to the number of users while the latter can accommodate an unlimited number of users. Salesforce can be deployed on the cloud while Dynamics CRM can be deployed both on-premise and on the cloud.

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