By Joy Atuzie . 30 Jun 2022 , In Salesforce

In this competitive market where customers are at the centre of business, Salesforce and Microsoft Dynamics are two of the most popular CRM options that we have in mind. The CRM (customer relationship management) software you select for your company can influence how effectively your team of users works, your customer’s service level, and ultimate end-user satisfaction.

Other mega-vendors undoubtedly contribute to significant sections of the CRM industry. Still, we finally agreed to draw comparisons between these two because they are reasonably comparable in pricing, target business type, user interface, and experience in providing seamless deployment options!

However, given the variety of options available, this decision can be difficult. So, to ease your decision – we have curated this blog to help you make an informed decision. Let’s start now.

Microsoft Dynamics Vs. Salesforce: Which Is Better for CRM?

Difference between Microsoft Dynamics vs Salesforce

Let’s find out the significant differences between these two excellent CRM platforms –

1. Market Share

Salesforce is the world’s most popular CRM software in terms of market size. Salesforce now commands a commanding 19% + proportion of the CRM industry. Microsoft Dynamics 365 has a lower market share, but it is not negligible, between 3-4 per cent, placing the company in the fifth position among CRM vendors.

Microsoft Dynamics is now establishing itself as a straightforward opponent to Salesforce in the continuing CRM war, and it poses a genuine threat to Salesforce’s position.

2. Prime Focus

Salesforce is primarily a sales CRM, whereas Microsoft Dynamics provides CRM services targeted at enhancing operational activities. Salesforce focuses primarily on the sales, advertising, and service cloud, whereas Microsoft includes those components associated with financial, processes, commerce, and human resources tools.

3. Cloud & on-premises CTM system

Microsoft provides cloud and on-premises CRM systems, whereas Salesforce focuses solely on the cloud. Microsoft doesn’t have as much collaboration as Salesforce, but it has more in-depth interconnection with the Microsoft environment.

4. Cost

From an AI standpoint, Dynamics 365 intelligence features are built into the CRM at no extra cost, whereas Salesforce CRM requires a significant investment.

Microsoft Dynamics Vs. Salesforce: Which Is Better for CRM?

What is Microsoft Dynamics 365?

Microsoft Dynamics 365 is a comprehensive business tool suite that accommodates nearly every workflow. The platforms offer 11 core concepts, five of which are CRM-related and include sales, customer support, maintenance, project service automation, and advertising.

These modules incorporate practically every other product in the Microsoft ecosphere, expanding collaborative opportunities and scaling business efforts towards improved customer service. This incredible platform from Microsoft combines GDPR compliance with top-tier security and information management to ensure complete customer data protection.

Dynamics CRM’s automated functionalities and artificial intelligence (AI) enable sales representatives to understand their customers better and target them effectively to reap benefits.

Features of Microsoft Dynamics 365

1. Interactive learning

There are numerous ways of learning the platform through Microsoft Learning. Videos, in-person classes, and certifications are the vendor’s teaching materials. On the Dynamics Learning Portal, you can install past Microsoft Dynamics 365 teaching materials for self-study.

2. Responsive compatibility

Microsoft Dynamics 365 developers have worked hard to create a mobile version distinguished by a positive user experience and ease of use. Personal favourites are a timesaving feature that allows you to quickly access recently used data, dashboards, and project summaries.

3. Relevant search

Relevance Search integrates your information with the search service of the Azure cloud. It then added the outcomes of your search query to the Azure Search index, which speeds up the delivery of relevant searches.

4. Comprehensive reporting

The reporting feature of Microsoft Dynamics CRM affects the versatility and sturdy SQL Server portfolio of products to generate, evaluate, and process reports. It is a beneficial reporting model that supports Business Intelligence monitoring systems and customer insights for precise analysis.

5. Robust security & data protection

Data confidentiality is part of the security prototype in Microsoft Dynamics’ CRM execution to guarantee the best-in-class security of a system and customer information. A user or a team can use role-based safety to ensure end-to-end protection and data security.

Microsoft Dynamics Vs. Salesforce: Which Is Better for CRM?

Pros & Cons of Microsoft Dynamics 365

Pros

1. Seamless integration

Microsoft Dynamics have the outstanding advantage of syncing with other Microsoft applications. Not only can platform syncing boost efficiency, but the recognition of the Microsoft interaction can also provide a more positive customer experience.

2. Flexible payment structure

Microsoft Dynamics 365 has a flexible payment structure that promotes initial adoption as well as the increased rate of your utilization. You pay a one-time fee for your first module/app and then receive a discount on successive applications.

3. Easy management and accessibility

You can manage data availability all over your company by using role-based, record-based, and field-level security features. You can set permissions for group efforts so that information is only accessible to those that need it.

Cons

1. Lack of personalization options

There are some personalization features in Microsoft’s CRM, but you are not allowed to make server code changes. Additionally, if you require more portals, you will pay more, reducing the pricing’s ability to compete with other cloud-based or on-premise CRM systems.

2. Difficulty in migrating

If your business primarily uses Microsoft products, Dynamics CRM will complement what you’re doing now. However, it becomes difficult for companies that do not use Windows software. You may discover yourself accessing more information from local storage into the CRM, which can be time-consuming and exhausting.

3. More on the expensive side

The basic pricing for starting with Microsoft Dynamics 365 is higher than Salesforce. You’ll need to spend at least $50 per month per user to get started. It might be pretty ex for some startups or small businesses just scaling and looking for a CRM system.

Microsoft Dynamics Vs. Salesforce: Which Is Better for CRM?

What is Salesforce?

Salesforce is the most popular CRM, accounting for almost 19% of the market share in the CRM market. It is also a pioneer in CRM and offers solutions for data analysis, customer support, marketing automation, and application development.

Salesforce CRM comprises many “components” that specialize in different areas. Companies can select the suitable modules that are most essential to their operations, combine multiple skills, and even connect and integrate various applications and third-party tools.

Salesforce CRM streamlines many time-consuming activities and decision-making processes, thereby speeding up overall business operations.

It provides your sales team real-time customer information and insights via reports and dashboards. It aids in revenue growth, operational automation, and strategic business decisions.

Features of Salesforce

1. Quote management

Salesforce provides simple quote tracking management. As a result, you can use quotations to follow up on leads. You can see which quotes have been assigned to which representative and the client acceptance rate. This allows you to make the right decisions, leading to a more efficient sales funnel.

2. Monitor the CRM anytime, anywhere!

Salesforce’s mobile CRM abilities are spectacular. You can monitor the status of opportunities and engage with customers no matter where you are. With any device, you can get immediate access to all the information and continue further where you left off!

3. Einstein Analytics

With Business Analysis, Einstein Analytics enables you to unlock Service Insights and Complex Sales. Embedded monitoring systems connect users to the Community, customer support, and Sales Clouds. Einstein Analytics is well-known for providing partners and employees with accurate data and real-time insights.

4. Lead management

Salesforce CRM’s lead management includes an extensive activity timeline. This CRM app functions as a quick lead converter machine. Every day, your inbox is swamped with thousands of emails, and keeping track of them has become tedious in the absence of a CRM tool.

Salesforce CRM instantaneously scores your leads and allocates the hottest lead to the appropriate executive. As a result, you can never get off track while increasing your revenue.

5. Contact Management

Salesforce CRM makes Contact Management easier by giving you access to critical customer information and interaction history. It also provides a comprehensive customer picture, including engagement-boosting methods and insights. Customers’ social information can be used to understand their specific behaviour better when it comes to any service or product.

Microsoft Dynamics Vs. Salesforce: Which Is Better for CRM?

Pros & cons of Salesforce

Pros

1. Accessibility at its best

You only need an internet browser to use Salesforce CRM’s system. You can access it from your smartphone, tablet, or desktop computer. Its cloud-based system enables easy access without needing a large IT dept., making the platform highly cost-effective for organizations.

2. Powerful customization features

Salesforce CRM’s personalized feature allows you to improve your performance by developing applications, widgets, and custom items. It can also help you manage large amounts of data, build custom features such as email templates, and much more.

3. Flexible pricing structure

Salesforce’s pricing structure is scalable. Your subscription fees are directly proportional to your company’s number of Salesforce customers. If the number of customers grows, you can easily buy more user licenses or update your Salesforce version.

Cons

1. Kind of complex to understand 

Its numerous features can be daunting, particularly if you cannot grasp its gist. Because the complexities can perplex employees, ensuring they are all on the same site is critical. Furthermore, some business owners aren’t large enough to handle such a huge platform, and it might not be worth it.

2. Entirely dependent on the internet

One of the obvious disadvantages of Salesforce is that it is entirely dependent on internet access. The connection must be stable for business processes to be consistent, and a loss of control over software updates and planned unscheduled downtime can become a severe issue.

3. Outdated user interface

Salesforce’s user interface can appear to be dated. Furthermore, it is not simple and user-friendly for the customers out there. It can be improved and simplified based on the feedback received.

Microsoft Dynamics Vs. Salesforce: Which Is Better for CRM?

Microsoft Dynamics Vs. Salesforce – Which one to choose?

1. Salesforce vs Microsoft Dynamics: Pricing & Support

Microsoft Dynamics offers three levels of support. The basic plan includes unlimited access to technology resources, support networks, and the community as soon as you buy a membership. You can purchase an extra monthly membership fee from experienced professionals for $9.

Anything above falls under the ‘Unified Support Plan,’ with pricing obtainable upon invitation. Salesforce also offers access to a network of thriving communities and technological solutions.

You can communicate with other Salesforce clients, receive guided online training, and use self-service access points. 24-hour support is available for an extra 20% of the net subscription fees. The last plan, ‘Premier Plus,’ is available at a 30% discount.

2. Salesforce vs Microsoft Dynamics: Deployment & Integrations. 

Both Microsoft Dynamics and Salesforce CRM solutions are cloud-based. If you want to speed up your digitalization, you could do so with any of the above. Microsoft Dynamics also provides an on-premises alternative for those who have to keep stuff in-house.

One thing that makes Salesforce and Microsoft so appealing is their capability to integrate and attach to other enterprise applications. Salesforce’s App exchange contains over 3,000 third-party tools’ seamless integration. Salesforce already has an extensive partner ecosystem with numerous valuable portals.

Microsoft’s tools, such as Business Analytics, Microsoft Teams, Office 365, and others, are automatically integrated. However, supplemental synchronizations can be added inside the Microsoft AppSource environment.

3. Salesforce vs Microsoft Dynamics: AI & understanding customer behaviour.

Artificial intelligence (AI) and automated intellectual ability are two characteristics which set Microsoft Dynamics Engagement and Salesforce apart from the remainder of the CRMs in the market. Salesforce and Microsoft both seem to have enterprise-level funds to develop or get AI features that make CRM simpler.

Microsoft AI tools are incorporated into both the Sales and Service components of the Dynamics 365 product. AI will be rolled out to more Microsoft products as these tools enhance the speed of business apps for many businesses.

Salesforce artificial intelligence learning algorithms comprehend a company’s specific selling habits and recommend improvements that can guide marketing executives in implementing the most effective strategies.

Conclusion

In terms of usability and capabilities, Microsoft Dynamics 365 and Salesforce have a lot of things in common. As a result, deciding which is preferable can be challenging. It all boils down to what you expect from your system and how well it integrates with your current operations.

However, the critical differences among them are mainly in their buying model types, so determining which one is best for you will rely solely on your situation and what you want most from your CRM.

Microsoft Dynamics – If pricing, flexibility, or user experience are critical considerations, Microsoft Dynamics may be the best option.

Salesforce – Salesforce may be worth a look if you’re more worried about user education and need a sturdy, ready-to-go marketing approach at your fingertips.

So, as per your business needs, budget, team members, target market and other relevant things, you can choose accordingly.

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