Choose the Right CRM Vendor

Sometimes when you pit two software vendors against each other, there isn’t a clear winner. That’s the case with our match up of Salesforce and Microsoft Dynamics 365 CRM. Both vendors have a strong standing in the CRM marketplace and possess many of the same capabilities. Though Salesforce is the most popular CRM solution, Dynamics is also an industry leader with a solid reputation. One doesn’t really outrank the other.  

However, just because Microsoft Dynamics 365 CRM and Salesforce are equally robust doesn’t mean they are equally fit for your enterprise. Subtle variances between these two providers could mean the difference between incredible ROI and a disappointing implementation. To help you determine which CRM vendor is right for your business, we’ve put together this comprehensive comparison.  

Functionality

Salesforce and Microsoft Dynamics 365 are CRM leaders because they go above and beyond standard functionality. Both vendors offer account management, forecasting, sales tracking and other capabilities expected of any CRM system, but they also provide modules and tools for marketing automation, customer service, analytics and eCommerce. Their comprehensive solutions help users fully manage their sales cycles and optimize customer relationships.  

Each provider also offers a wide variety of applications to expand your software functionality. Microsoft AppSource includes a large array of apps, many of which are available as free installations or trial periods. However, AppSource pales in comparison to the Salesforce AppExchange. AppExchange includes over 3,000 applications, giving you a wealth of options for enhancing your sales performance and customer insights.  

But don’t count Microsoft Dynamics 365 out just because of its application marketplace. Dynamics can be used in conjunction with all your Microsoft products, such as Power BI, SharePoint and your Office platforms. For example, the CRM interface can be accessed within Outlook, enabling users to access CRM features without leaving their email platform. Salesforce integrates well with Microsoft products, but not quite as seamlessly as Dynamics.  

User Experience

Salesforce and Microsoft Dynamics 365 are renowned for their user-friendly interfaces. Their reports and dashboards can be instantly accessed to give each user relevant, real-time insights. Dynamics offers a smoother connection with Excel and Power BI reports. If you use other Microsoft products, Dynamics has a familiar format that employees can quickly adopt into their practices.  

Salesforce, however, includes the best mobile functionality in the industry. That means sales reps on the go can draw reports and update leads in a flash rather than wait to return to their offices. We’ve also found that creating custom reports is easier in Salesforce. These CRM vendors provide agile user experiences to drive greater precision and efficiency.  

Innovation

Microsoft Dynamics 365 and Salesforce are committed to raising the bar in CRM performance through cutting-edge advancements. Dynamics recently came out with artificial intelligence (AI) functionality to drive deeper insights in sales, marketing and customer service. As a result of Microsoft’s acquisition of LinkedIn, Dynamics users can gain up-to-date customer insights delivered from LinkedIn. The vendor’s Omni-Channel Engagement Hub also helps users drive consistent, responsive customer experiences across multiple channels. 

Though Dynamics is catching up, Salesforce is the leader in CRM innovation. Salesforce made waves a couple years back with Einstein, its suite of AI tools. Einstein analyzes data and detects patterns to deliver accurate predictions and drive smarter decision making. Since its debut, Einstein has continued to flourish, adding customer service tools and voice recognition functionality to power even greater productivity and insights. Salesforce is also capitalizing on the Information of Things (IoT) with Salesforce IoT in Field Service Lightning, a feature that streamlines customer service and automates parts of the field service process.  

Cost

Microsoft Dynamics 365 CRM has a significantly lower upfront price, but there are more factors to consider when calculating cost. The cost of your CRM will also depend on add-ons, customizations and deployment method. While Salesforce is a cloud-hosted solution, Microsoft Dynamics 365 can be deployed either in the cloud or on-premises.  

Ultimately, you’ll want to prioritize the estimated return on investment (ROI) and your business needs over the cost. Though Salesforce often has a steeper price tag, if it has critical functionality to improve your business, it could be the smarter purchase. On the flip side, your organization might benefit more from Microsoft connectivity than a large selection of applications and AI tools, making Dynamics the most cost-effective choice. Your business goals and requirements should always drive your enterprise software investments.

Wrap Up

CRM selection isn’t about finding the best vendor; it’s about finding the best vendor for your unique business. At Datix, our consultants are certified partners of both Salesforce and Microsoft Dynamics 365 CRM. We model business processes and assess your software requirements to help you choose the right CRM solution to optimize your performance.  

Furthermore, with our Unity integration solution, we can seamlessly connect your CRM with Infor or Epicor® ERP. Integrating CRM and ERP enhances the value of your software investments by providing 360-degree visibility and streamlining operations. Pre-built and fully managed by our software experts, Unity is the easiest way to form a connected enterprise. 

Let our CRM consultants help you find your ideal solution. Contact Datix today to start boosting sales!