Home > CRM Software > Zoho CRM > Zoho CRM vs Dynamics 365 CRM

Zoho CRM vs Dynamics 365 CRM

Last Updated: November 18th, 2024

Our analysts compared Zoho CRM vs Dynamics 365 CRM based on data from our 400+ point analysis of CRM Software, user reviews and our own crowdsourced data from our free software selection platform.

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Product Basics

Zoho CRM enables an organization’s sales force to work more effectively and close more deals. It incorporates lead management, marketing automation, contact management, multichannel forecasting, territory management, and a host of other capabilities.

Built with conversational AI, it supports users by predicting lead and deal success, offering a voice assistant, and suggesting activities to automate based on behavior analysis. Users can leverage workflow automation to streamline manual tasks and stay on top of performance with real-time reporting and analytics.

Dynamics 365 CRM streamlines customer relationship management through a cloud-based platform. Tailored for mid-size to large businesses, it centralizes interactions, automates workflows, and fosters data-driven insights. Key benefits include sales force automation, marketing campaign management, and service case tracking. Popular features like social listening and lead scoring help nurture potential customers. User reviews within the CRM landscape praise its robust customization options and seamless integration with other Microsoft products. However, the subscription-based pricing model, starting at per-user monthly fees, can be a cost consideration for smaller businesses.

Pros

Robust customization
Seamless Microsoft integration
Strong sales automation
Intuitive interface
Mobile app functionality

Cons

Potentially complex setup
Higher learning curve
Subscription-based pricing
Limited reporting options
Occasional performance issues

$14/User, Monthly

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Tailored to your specific needs

$65/User, Monthly

Free Trial is available →

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Tailored to your specific needs

Small

Medium

Large

Small

Medium

Large

Windows

Mac

Linux

Android

Chromebook

Windows

Mac

Linux

Android

Chromebook

Cloud

On-Premise

Mobile

Cloud

On-Premise

Mobile

Product Assistance

Documentation

In Person

Live Online

Videos

Webinars

Documentation

In Person

Live Online

Videos

Webinars

Phone

Chat

FAQ

Forum

Knowledge Base

24/7 Live Support

Phone

Chat

FAQ

Forum

Knowledge Base

24/7 Live Support

Product Insights

Real-Time Data Analysis: Track KPIs across the sales cycle with advanced analytics tools providing visibility for everyone from the C-suite to sales reps. We set up dashboard widgets and customized the metrics displayed, so we could surface the most important data. The system includes standard and custom reports, which you can filter to locate specific information and blend to create multidimensional reports.
AI-Powered Performance Optimization: Use Zia is the system’s conversational AI assistant and helps users get more done and work smarter. We searched through our database by sending a request via text. You can use Zia to improve data accuracy, optimize timing for emails and calls, and understand the sentiment behind the emails your leads and customers send.
Automated Lead Creation: Use the email parser tool to automate lead creation by sending email enquiries to the parser email that extracts the information. You can then reduplicate and approve the leads to ensure they’re good. We could add and color code tags, create custom views for leads and view leads in Zoho sheets.
Support Mobility: Mobile CRM apps for both Android and iOS devices provide users with immediate access to important information, no matter where they are. Sales reps can view daily activities and optimize in-person meetings with geo-location. They can also manage records even while offline — all changes automatically sync once their device reconnects. The card scanner app, supported on iOS and Android devices as well, enables users to digitally capture business cards at events and meetings.
Personalized Solutions: Use the developer platform for full control over your software ecosystem. Unify data across business systems, develop apps and boost the capabilities of the CRM interface with a combination of tools including widgets, a REST API and SDKs for web and mobile. We found that it incorporates both code and WYSIWYG elements so users of all technical levels can leverage it successfully.
Easy To Set Up: Speed up the onboarding process via Zwitch, with the help of Zoho support staff or use the built-in tools to transfer from other CRM platforms. We liked how easy it was to navigate the header-style menu. Add new products, contacts and accounts with the same form style. Set up was also a breeze with helpful pop-ups and links to knowledge base articles if we got stuck.
Tailor-Made Customizations: Create your own workflow rules. We tested out adding a “Big Fish” tag when leads recorded an annual revenue of above $100,000 and a follow-up automation. You can also use the Kiosk Studio to build page layouts and automations, its a bit more technical but offers helpful pop-ups and tips. We were also able to create a rule that assigned all leads that started with a 222 area code to a specific user.

Gain a 360-Degree View: Sales and marketing benefit from a single source of customer data to provide a consistent experience for buyers. Customer service teams also get a view of every customer’s journey across all touchpoints.
Execute Multichannel Campaigns: Target a number of channels for lead generation, including email marketing, events, SMS, landing pages and more. A connector to lead gen forms for LinkedIn enables audience targeting, lead nurturing and buyer journey creation using LinkedIn information.
Deliver Exceptional Service: Predictive care tools and AI insights provide customer service agents with data to tackle issues proactively and reach the best outcomes. Other tools include intelligent case routing, gamification elements that encourage high performance, self-service options, agent performance metrics and more.
Boost Conversion Rates: Scoring models help determine which contacts are most likely to convert, and smart scheduling capabilities ensure reps reach out at the best time. Sales reps can view lead score, lead trend and lead grade metrics to determine the status of each contact and target the hottest opportunities for better win rates.
Personalize Messaging: Leverage embedded insights to use the most relevant, personalized messaging. Use in combination with segmentation to ensure tailored content reaches the right audience. Customize landing pages using prospects’ data.
Connect With LinkedIn Sales Navigator: Create trust with contacts and conduct relationship selling using relevant data and rich profiles, such as related leads.
Optimize Content: Know which contacts open emails, reply, click links and interact in other ways through metrics. Make informed email strategies, provide relevant content and reply with timeliness. Understand customer needs accurately using customer surveys.
Use Other MS Tools: Microsoft Dynamics 365 has Office 365 apps built in, facilitating work with familiar tools like Excel and Outlook.
Streamine Processes:: AI-driven prompts simplify data entry for records, and playbooks centralize sales techniques, ensuring more focus on selling.
Coordinate Marketing and Sales: Ensure a smooth hand-off from marketing to sales, and automatically send leads to sales reps once lead scores reach the predetermined level.

Sales Force Automation: Automate tedious sales tasks such as lead generation and routing, data entry, email notifications, field updates and more. Optimize lead management, deal management, account management, contact management, and manage workflow and assignment rules.
Process Management: Enable your sales team to follow a standardized sales strategy. Use the blueprint feature to log offline processes such as order management or deal closure, ensuring consistent execution. Create automated approvals for common activities such as vacation time requests, capital expense reports and pricing discount requests. Additionally, you can set rules for assigning leads, escalating cases and validating CRM data.
Opportunity Management: Keep everyone’s antennas tuned to the same channel with Zoho’s activity tracking for all customer interactions like emails, calls, tasks and notes. Create deals and associate them with campaigns with drop-down fields and generate multiple pipelines using the standard template or your own personalized fields You can create a custom Kanban view using dropdown options and fields.
Multichannel Support: Connect with your email platform to send emails directly from the CRM. Connect your brand’s social media channel to respond in real-time, follow relevant conversations and automate lead generation. Use the Phonebridge integration to enable sales reps to easily log and track information from calls. You can also embed live chat and lead capture forms on your website to facilitate sales, marketing and customer service efforts.
Sales Enablement: Aid sales reps in their daily jobs using features like quotes and purchase orders (via integration with Zoho’s Finance Suite), a documents library, integration with Zoho’s presentation and document creation applications, and external-facing portals for partners and vendors. It also offers a calendar, a feature called SalesInbox for prioritizing the most lucrative emails, a web meeting platform through the Zoho Meeting integration, real-time notifications, collaboration feeds and more.
Performance Management: Gauge how a product, team or region is performing with forecasting tools. Group customers based on shared attributes (region, product, etc.) with territory management and gamify elements to encourage friendly competition that boosts performance among sales reps. Zia can also help improve performance by helping you target leads that are most likely to generate revenue. Your sales reps can engage with website visitors via chatbots for web and mobile, so every query receives attention even if they’re away from their desks.
Marketing Automation: Streamline marketing efforts by segmenting customers using a range of criteria, automating lead nurturing follow-ups, creating code-free web forms to gather customer information, scanning and uploading business cards, and analyzing campaign spending. Use capabilities like end-to-end event management, email campaign capabilities, surveys, and marketing details like budgets and performance metrics. A hierarchy feature lets you hook sub-campaigns to related main campaigns.
Team Collaboration: Use Feeds as a central location for collaborating, sharing announcements and offering advice. You can integrate chat functionality to facilitate everyday tasks and automatically send real-time sales updates. Users can leave notes on records or activities and tag other team members. Other features include groups for collaborating around specific events or for specific purposes, as well as project management tools via integration with Zoho Projects.
Third-Party Integrations: Connect with more than 50 third-party apps for collaboration, document management, live chat, telephony, messaging, events and meetings, quote management, document signing, lead management, marketing automation, social media, storage and more. Integrations include G Suite, Office 365, Slack, Shopify, Mailchimp, Facebook Ads, QuickBooks, GoToWebinar, DocuSign, Dropbox and Zapier.
Security: Store critical business data in secure vaults, choose where you want your data stored (U.S. and EU data centers) and encrypt data fields. Use audit logs to track activity, enable two-factor authentication and designate which IP addresses users can use to log in. Real-time backups on multiple servers ensure you won’t lose data due to a system-based or natural disaster.

Campaign Builder: Set up and execute campaigns via a visual building tool, and design customer journeys by arranging templates using the drag-and-drop interface. It’s also possible to set triggers based on a range of rules, choose segmented groups, assign emails, include events or surveys, and more.
Dashboards: Access a host of metrics related to leads, revenue and other data sources from dashboards and customize them to show the most important KPIs. Dashboard types include:
- User Dashboards: Visible to and controlled by individual users.
- System Dashboards: Visible to everyone, with the option to reduce visibility to certain roles. Customized and controlled by system admins.
Lead Nurturing: Account-based marketing features provide capabilities such as customer segmentation, personalized email content and performance metrics. Build buyer journeys and set rules that define a lead’s score based on the individual lead record, the related contact or the related account.
Integrations: Apart from the Dynamics 365 toolset and other MS applications, the platform integrates with partner systems. Integration with Zapier offers access to more than 1,500 apps, ensuring greater extendability.
Event Management: Control all aspects of events, from registrations and speakers to sessions and venue logistics from an event portal. It integrates with ON24 and other providers to support running webinars.
Customer Service Insights: Powered by AI, machine learning and BI tools, this feature helps track KPIs visually for at-a-glance insights. Monitor:
- Customer satisfaction levels
- A range of case metrics
- Backlog trends
- Incoming support topics
- Engagement patterns
- Support agent performance
Customer Insights: This add-on feature uses AI to support marketing efforts.
- Use Microsoft Graph to input audience intelligence.
- Build triggered workflows with Microsoft Flow.
- Customize reports and dashboards with the Power BI connection.
- Microsoft PowerApps enables custom app creation.
- Governance tools and security features ensure GDPR compliance and data privacy.

Product Ranking

#9

among all
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#4

among all
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Analyst Rating Summary

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User Sentiment Summary

85%

of users recommend this product

Zoho CRM has a 'great' User Satisfaction Rating of 85% when considering 11200 user reviews from 5 recognized software review sites.

82%

of users recommend this product

Dynamics 365 CRM has a 'great' User Satisfaction Rating of 82% when considering 5825 user reviews from 5 recognized software review sites.

5.0 (20)

4.6 (21)

4.1 (2656)

3.7 (1433)

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4.3 (3779)

4.3 (6776)

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4.5 (797)

4.5 (23)

4.2 (951)

3.9 (569)

Awards

Synopsis of User Ratings and Reviews

Work Offline: Users who mention this feature say the platform functions well even when used in offline mode.

Business Management: The system monitors business performance, populates the website with suitable visitors and keeps a tab on productivity and output, eliminating unmatched customers and removing hassle according to users who mention this aspect.

Affordable: Users said the software is budget-friendly as compared to other CRM systems and has considerably more adaptive features for the price.

Integrations: Reviewers appreciated Zoho’s integration with in-house tools that support unified workflows, flexibility and email functionality.

Easy to Use: 98% of reviewers referencing usability felt the software is user-friendly.

Improved Productivity and Efficiency: The system aids efficiency and productivity, as observed by every user who talks about this aspect.

Customer Relationship Management: 95% of the reviewers who reference this aspect noted that it aids a positive customer experience.

Customization: Adding or removing fields is simple and doesn’t require technical help, as observed by more than 85% of reviews mentioning this feature.

Integration: Important integrations such as Power BI, Cortana, Azure and Office are of great help, as noted by 92% of the reviewers who refer to this element.

Learning Curve: Users mentioned some features and customization requires additional time and learning to implement.

Customer Support: Zoho’s customer support and inquiry resolution isn’t very responsive, according to users who refer to support. However, the chat support is comparatively better.

Lags and Delays: Reviewers noted there is sometimes a lag in notifications for email tracking and updates.

Learning Curve: According to 90% of the reviewers talking about this factor, new customers require a bit of training, which is time consuming.

Pricing: Microsoft Dynamics 365 is expensive, as observed by every user mentioning cost.

Slow Performance: At times, the platform takes time to sync and perform simple tasks, as observed by almost 70% of reviewers referring to this aspect.

Navigation: 90% of the reviews about this feature mentioned the navigation is complicated, especially for new users.

Zoho CRM is a cloud-based CRM solution that serves businesses of all sizes and across various industries. It provides users with real-time data analysis, AI-powered sales performance optimization and extensive automation and customization. You can streamline workflows and improve sales efficiency with lead nurturing, deal management, and third-party integrations.During our test run of their free trial, we loved working with standout features like the customizable dashboard, automated lead creation via the email parser and drop-down linking for account, product, lead and quote creation.However, users report a learning curve associated with full feature utilization and customization. Additionally, some advanced features and functionalities require upgrades to higher tiers making it expensive for smaller teams. Overall, Zoho CRM offers an interoperable solution for businesses looking for a customizable, affordable CRM platform.

A mix of praise and critique defines 2023 user reviews for Dynamics 365 CRM. Fans champion its robust customization, enabling precise tailoring to diverse business needs, like adding fields to track specific equipment rentals or crafting workflows for complex approval processes. This flexibility, some say, surpasses competitors like Salesforce, where out-of-the-box options might constrain unique workflows. Yet, this very strength can be a double-edged sword. Detractors find the customization curve steep, requiring significant IT expertise or costly consultant guidance, unlike the more user-friendly setup of HubSpot. Integration shines as a clear win for Dynamics 365. Seamlessly blending with Microsoft's ecosystem, including Outlook and Teams, streamlines communication and boosts collaboration. Imagine pulling CRM data directly into an email or setting up team meetings from contact records – a breeze for Dynamics users, while competitors often require clunky workarounds. However, pricing structure remains a sore spot. While subscription fees are competitive, the extensive customization often necessitates additional add-ons and consultancy, potentially inflating costs compared to more all-inclusive options like Zoho CRM. Ultimately, reviews suggest Dynamics 365 excels for businesses seeking in-depth customization and Microsoft integration, willing to invest time or resources in setup. For those prioritizing ease of use or budget-friendliness, alternatives might be a better fit. The key takeaway? Choose the CRM that complements your unique needs and technical capabilities.

Screenshots

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FAQ

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