PUBLISHED: 25. September 2017.

In competitive markets, user satisfaction is a precondition for development.  Therefore, companies keep investing in CRM solutions to build stronger relationships with their clients and create new opportunities. Although it comprises tools used for sales, marketing, operational work, and other business segments, CRM is more than a technology – it is a business philosophy that shifts the focus to the client.

It is crucial for the companies intending to introduce or replace the existing CRM solution with a new one to clearly define their business requirements and establish their implementation goals.

Do you need an on-premise or cloud option? What is your current infrastructure? Do you have adequate in-house expertise to implement a CRM solution? These are some of the parameters you should take into account to get the most out of CRM.

In this post, we will deal with features of the following two solutions currently available on the market: Microsoft Dynamics 365 and Salesforce. The aim is to review the main properties of both tools in a single post and assist the companies that consider implementing CRM.

As already mentioned, CRM is more than just a set of tools. It is a business model. Therefore, it is critical to get a good look at all available options and choose the solution that fits your business best.


Microsoft Dynamics 365 has a striking value and broad usage. This solution comprises different features, including reporting and analysis, marketing and client management as well as remarkable platform and architecture.

Dynamics 365 brings a striking potential for partner channel management and customer service, but it fails to meet the conditions involving electronic sales and field service. The solution offers an event-based workflow for continuous running of processes, warnings, and notifications.

As a flexible and integrated system that allows both you and your associates to arrive at crucial decisions, improve sales, and offer top service more easily, Dynamics 365 helps you build more profitable relationship with your customers.


Vertical solutions

All industry-specific characteristics are available through partner solutions since Microsoft does not offer these features in its CRM suite.


Microsoft Dynamics 365 has a simplified installation, unimpeded upgrade, comprehensive configuration, and potential for customization.

Integration and platform

Microsoft Dynamics 365 offers scalable platform for companies based on open standards. It is particularly designed to integrate into third party solutions and older applications through web services.

Business intelligence

Microsoft Dynamics 365 offers adjustable control tables, powerful reports and support for Power BI for Office 365, with comprehensive business information and user visualizations.


Dynamics CRM is the right solution for full transfer to the hybrid model. Therefore, it brings huge advantage to organizations who want to move from the host to on-premise scenario. The solution can be delivered through both on-premise and cloud.


Microsoft Dynamics 365 has a very powerful support for the mobile CRM.


Salesforce is the first host CRM solution. It provides all characteristics of on-premise system within a cloud model. The system has a powerful platform and architecture as well as powerful features for user services.

With Salesforce you can monitor the sales process in one place, with total visibility of all data on client perspective. You can view current contract status, pipeline managment, and projected revenues. You can also quickly adapt to trends to gain competitive advantage and/or avoid mistakes.


Salesforce is useful for the companies aspiring to become social businesses. Social CRM is used as a social media monitoring system that helps you track relevant mentions of your brand, products, and services on social networking sites (Facebook, LinkedIn, and Twitter) and act accordingly. Salesforce vision is to help you facilitate client interaction in order to enable the concept of social media organization.

Vertical solutions

Salesforce industrial solutions are not well-developed, with the exception of certain departments, such as wealth management.

Business intelligence

You can prepare comprehensive reports and tables for your pipeline analysis. This includes progress towards sales goals, time period required to close the deals, naming the best sellers, gain/loss trends, business obstacles, and many more.


Salesforce has only SaaS model, without on-premise option.


Salesforce has a very powerful support for the mobile CRM.


Undoubtedly, definition of the best product is affected by specific business needs and goals. Nevertheless, there are functional properties used for choosing CRM solutions that can, in that respect, be used to assess Salesforce vs. Dynamics 365 advantages and drawbacks, as provided in the following table.



Salesforce is highly suitable for the companies in search of simple use, quickly dispatched and proven sales management, and solutions for the users dedicated to SaaS transfer and adoption of social business model.

Microsoft Dynamics 365 is highly suitable if you are loyal to Microsoft infrastructure. It reduces the total cost of ownership (TCO) for purchase and management of business solutions, and stands for the most natural introduction of CRM features in case you use Microsoft Outlook and Office. Its additional advantage is a very popular price.


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