Dynamics 365 CRM Reviews & Pricing

Key Features

• 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.

Approach to Common Challenges

• Data Silos: Dynamics 365 CRM centralizes customer data from various sources, including emails, social media interactions, and website behavior, into a unified customer profile. This consolidated view ensures all teams access consistent information, fostering collaboration and data-driven decisions.
• Manual Tasks: The platform automates repetitive tasks such as lead qualification, opportunity prioritization, and service case routing. This automation streamlines workflows, freeing up time for high-value activities and reducing human errors.
• Inconsistent Customer Experience: It provides a 360-degree view of customer interactions across departments, enabling personalized interactions and consistent messaging. Customer service agents can access purchase history, marketing preferences, and service issues to offer tailored support.
• Limited Insights: Advanced analytics tools within Dynamics 365 CRM uncover patterns, trends, and actionable insights from customer data. These insights enable targeted marketing campaigns, predictive lead scoring, and proactive service interventions to enhance customer satisfaction and retention.
• Disconnected Systems: Seamless integration with other Microsoft products like Office 365, SharePoint, and Power BI streamlines workflows and eliminates data silos. Users can access CRM data directly within familiar applications, fostering productivity and collaboration.

Cost Of Ownership

• Q: What is the starting price per user per month for Dynamics 365 CRM?
  A: While pricing can vary based on specific needs and license types, the current starting price per user per month for Dynamics 365 Sales Professional is $65. For Dynamics 365 Sales Enterprise, it's $95. These prices are subject to change, so always check with Microsoft or a certified partner for the most up-to-date information.
• Q: What factors influence the overall cost of Dynamics 365 CRM?
  A: Several factors can impact the total cost of ownership:
  • Number of users: The pricing model is per-user, so the more users you have, the higher the cost.
  • License types: Different license types offer varying features and functionalities, impacting the price.
  • Add-ons: Additional features like marketing automation or customer service modules often incur extra costs.
  • Customization: Any tailored development or configuration needs can increase the overall investment.
  • Implementation and training: These services can add to the initial setup costs.
• Q: Are there discounts available for Dynamics 365 CRM?
  A: Microsoft might offer discounts for certain nonprofit organizations or educational institutions. Additionally, signing annual contracts or purchasing multiple licenses can sometimes lead to price reductions. Check with Microsoft or a certified partner for applicable discounts.

Limitations

•  Implementation can be time-consuming and cumbersome. 
•  A lot of training support needed to understand the complex system. 
•  Navigating through different reporting elements is challenging. 
•  Doesn’t support exhaustive reporting capabilities, including the ability to create intuitive custom reports. 
•  Doesn’t import a CSV file of contacts. 
•  Requires installation by a MS Gold Support Partner and a signed support agreement. 

Suite Support

FAQ

• Q: How can I customize Dynamics 365 CRM to fit my specific business needs?
  A: Dynamics 365 offers extensive customization options, including adding custom fields, entities, workflows, and views. Users can tailor the system to match their unique processes and data requirements.
• Q: How does Dynamics 365 CRM integrate with other Microsoft products, such as Outlook and Teams?
  A: Seamless integrations with Microsoft's suite of products enhance productivity and collaboration. Users can access CRM data directly within Outlook emails and create Teams meetings from contact records.
• Q: What security measures are in place to protect my data in Dynamics 365 CRM?
  A: Dynamics 365 employs robust security features, including multi-factor authentication, encryption, and role-based access control, to safeguard sensitive information.
• Q: How can I ensure successful user adoption of Dynamics 365 CRM within my organization?
  A: Clear communication, comprehensive training, and ongoing support are crucial for user adoption. Address any concerns and provide resources to help users navigate the system effectively.
• Q: What reporting and analytics capabilities does Dynamics 365 CRM offer?
  A: Robust built-in reporting and dashboards provide insights into sales performance, customer interactions, and overall business health. Users can create custom reports and visualizations to track key metrics.
• Q: How can I leverage Dynamics 365 CRM to improve customer service?
  A: The system offers tools for managing customer cases, tracking interactions, and providing personalized support. Automation and proactive outreach can enhance customer satisfaction.