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Dynamics 365 VS Salesforce: CRM 2020 Comparison Dynamics 365 VS Salesforce: CRM 2020 Comparison

CRM software is ubiquitous across companies of all sizes. The notion of customer relationship management has been around since the 1970s, and some of the biggest names on the CRM software market today have 15 years of experience under their belts. Following is our expert analysis and comparisons of Microsoft Dynamics 365 and Salesforce offerings.

Salesforce has spent the last 20 years building a $13 billion company, largely on the back of a CRM application delivered as a cloud service. In its most recent financial guidance, Salesforce forecasts it expects to achieve $16 billion in revenue next year, and within the next four years will be able to generate annual revenues in the range of $26 to $28 billion.
In the recently published Destination CRM 2018 Market Leaders Report, Microsoft took over the “Winning” spot for Enterprise CRM Suite from the long-reigning champ, Salesforce.com. The ratings are calculated from industry experts and analysts who are looking primarily at the following criteria: functionality, five-year cost for maintenance, customer satisfaction and company direction.


To help you find the perfect software vendor for your organisation, our expert put together a series of guides comparing some of the largest and most popular CRM vendors available today.

Microsoft Dynamics vs Salesforce: Features

Microsoft Dynamics CRM is well known for it development, they employ common, universal web standards such as Java, .Net and HTML. This means that businesses have the advantage of developing their own customisations based on individual needs without having to rely on a single or specific type of programming language.


The biggest complaints with Salesforce in terms of development and flexibility are that it’s limited in terms of customisations. Salesforce’s CRM service is made up of many individual modules, or Clouds. Businesses can pick and choose which of these Clouds to implement in their business


The three key components to Salesforce CRM are:
  1. Sales Cloud
  2. Service Cloud
  3. Marketing Cloud
  • Contact Management
  • Opportunity Management
  • Lead Management
  • Reports and Dashboards
  • Salesforce Mobile
  • Email Integration
  • Sales Forecasting
  • Workflow and Approvals
  • Files Sync and Share
  • Data Management
  • Lightning Service Console
  • Case Management
  • Workflow and Approvals
  • Omni-Channel Routing
  • Telephony Integration
  • Social Customer Service
  • Automation with Macros
  • Account and Contact Management
  • Custom Reports and Dashboards
  • Asset and Order Management
  • B2C Journey Management
  • B2B Marketing Automation
  • Email Marketing
  • Data Management Platform
  • Data Sharing Platform
  • Social Media Marketing
  • Digital Advertising
  • Mobile Messaging

The apps that make up Dynamics 365’s CRM service are:

  • Dynamics 365 for Sales
  • Dynamics 365 for Customer Service
  • Dynamics 365 for Finance
  • Dynamics 365 for Marketing
  • Dynamics 365 for Operations
  • Dynamics 365 for Commerce
  • Dynamics 365 for Human Resource

Here are features that included in some of apps above:

  • Customer data management
  • Opportunity and funnel management
  • Partner relationship management
  • Task management
  • Sales performance management
  • Contract management
  • Quote and order management
  • Marketing automation
  • Customer service
  • Knowledgebase management
  • Reporting and analytics
  • Cross-channel customer case management
  • Self-service portals
  • Knowledgebase management
  • Service intelligence
  • Incident routing
  • Payments
  • Purchase orders
  • Sales tax
  • Call center
  • Channel setup and management
  • Modern Point of Sale (MPOS) and Cloud POS
  • Order fulfillment
  • Monitoring and analysis
  • Discounts and price adjustments
  • Products and merchandising
  • Loyalty scheme management
  • Inventory management
  • Human resources
  • Retail tasks
  • Retail development and administration
  • Connected data across multi departments
  • Chart Financial Performance
  • Order Fullfilment Tracker
  • Inventory Management
  • Customer Interaction Dashboard
  • Resource Management
  • Sales Management
  • Capacity Planning Management

Microsoft Dynamics vs Salesforce: Pricing

Cost is always going to be a concern for the majority of organisations and more importantly, so is value. In terms of features offered for the price, Salesforce is the most expensive SaaS CRM solution out there. While the Microsoft Dynamics CRM Professional suite costs $65 per user per month, the Saleforces Enterprise Edition costs $125 per user per month.



Microsoft charges a higher monthly starting price. But cost comparisons are heavily dependent on the number of modules employed and by what types of users. It is imperative to have a thorough consultation before start implementing software as you can identify the right cost structure and what’s needed for your organisation.



Per User

$25 Month
  • Lead management
  • Web-to-lead capture
  • Email templates
  • Contact management
  • Opportunity management
  • Task management
  • Mobile app access
  • Configurable reports and dashboard
  • Case management
  • Lightning App Builder
  • Unlimited online training


Per User

$150 Month

Essential + Professional, plus: 

  • Calendar
  • Custom forecasting fields
  • Opportunity splits
  • Enterprise territory management
  • Advanced reporting features
  • Workflow and approval automation


Per User

$75 Month

Essential, plus: 

  • Rules-based lead scoring
  • Duplicate blocking
  • Mass email
  • Rules-based lead scoring
  • Duplicate blocking
  • Mass email
  • Campaign management
  • Person accounts
  • Collaborative forecasting
  • Forecasting mobile app
  • Basic CPQ features
  • Lead registration
  • Developer sandbox
  • Lightning for Gmail or Outlook
  • Google Apps integration


Per User

$300 Month

Essential + Professional + Enterprise, plus: 

  • Developer Pro Sandbox
  • Access to Premier Success resources
  • 24/7 toll-free support
  • Developer support
  • Configuration services
  • Access to accelerators
Microsoft Dynamics 365 for Sales tiered pricing plans range from $65 per user, per month to $130 per user, per month. Additional support can be added on to any plan for a monthly subscription fee ranging from $5 to $9 per user, guaranteeing users fast support and direct advice from Dynamics 365 experts.


Single Tenant

$1500 Month
  • Dynamics 365
  • Marketing
  • Customer Insights
  • Forms Pro


Single User

$65 Month
  1. Professional: $65 / User / Month
  2. Enterprise: $95 / User / Month
  3. Customer Insights: $1,500 / Tenant / Month


  • Dynamics 365
  • Customer Insights
  • Sales Insights
  • Microsoft Relationship Sales
  • Forms Pro


Single User

$180 Month
  1. Finance: $180 / User / Month
  2. Business Central: $70 / User / Month
  • Dynamics 365
  • Finance
  • Business Central

Customer Service

Single User

$50 Month
  1. Professional: $50 / User / Month
  2. Enterprise: $95 / User / Month
  3. Customer Service Insights: $75 / User / Month
  • Dynamics 365
  • Customer Service
  • Customer Service Insights
  • Virtual Agent for Customer Service
  • Forms Pro


Single User

$180 Month
  • Dynamics 365
  • ECommerce Management for Dynamics 365
  • Fraud Protection
  • Customer Insights


Single User

$180 Month
  1. Supply Chain Management: $180 / User / Month
  2. PSA: $95 / User / Month
  3. Business Central: $70 / User / Month
  • Dynamics 365
  • Supply Chain Management
  • Project Service Automation
  • Business Central

Microsoft Dynamics vs Salesforce: Integration


Since Microsoft has many common technologies that businesses already employ such as Outlook, Office and Exchange, they’re the clear winner in integrating those technologies with CRM. Even though some organisations choose to use Salesforce, they’re still working with Outlook, Office and Exchange. These organisations will find integration to be more difficult and limiting in terms of functionality.


In contrast, Salesforce has invested heavily in making sure its CRM cloud offering integrates with a wide variety of applications and, following its recent acquisition of Mulesoft, will more tightly integrate its CRM offering with an integrated platform-as-a-service (iPaaS) environment.


Microsoft Dynamics vs Salesforce: Deployment Options


You can choose to deploy Microsoft Dynamics 365 in different ways: 
  • Private Hosting
  • SaaS (multi-tenant hosting)
  • On-Premise Hosting
  • Cloud Platform – You get to choose between Azure, the vendor cloud, public or private
Salesforce only allows one method of deployment, and that’s an on-demand, multi-tenant hosting solution. In being stuck with the SaaS model of deployment, you may be committing your company to higher total cost of ownership in the long term. Salesforce Deployment is nothing but copying / transferring Salesforce metadata from one Salesforce organisation to another business software.


How To Decide Which One Is The Best For You

Dynamics 365 vs Salesforce Comparison
Small and Medium Sized Companies (SMB) 
While Salesforce clearly has some significant advantages in terms of capabilities, organisations will not easily be able to dismiss Microsoft. If your organisation is relying on Outlook for contact management, opt for integration tool is the next logical steps.
If Your Company Relies on Other Microsoft Products 
Since Microsoft has many common technologies that businesses already employ such as Outlook, Office and Exchange, they’re the clear winner in integrating those technologies with CRM. 
In terms of customisation, Salesforce uses its own proprietary programming language – Apex – users of the platform can’t customise it any other way. 
Finally, Microsoft also acquired LinkedIn, which provides a path to integrating its CRM with one of the most widely employed social media networks, relied on by business professionals.
What’s Next
If pricing, flexibility or user experience are vital issues, Dynamics may be the right choice. If you’re more concerned with user education, and having a robust, ready-to-go marketing solution at your disposal, Salesforce could be worth a try.
Thinking about implementing Dynamics 365? Contact our certified expert today who can help you make your implementation a success.

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Metisc is a Perth based Dynamics specialist and an Independent Software Vendor providing software and integration services to customer in consumer, corporate, government, education and small to medium businesses.