Microsoft (Dynamics CRM Online)
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Microsoft (Dynamics CRM Online) by Microsoft Corporation

Microsoft Dynamics CRM is a customer relationship management (CRM) business solution that drives sales productivity and marketing effectiveness through social insights, business intelligence, and campaign management in the cloud, on-premises, or with a hybrid combination.
Cost of Ownership

Typical cost structure for Microsoft Dynamics CRM:

License/Subscription Cost

- User-based subscription licensing (USL)model offering both On-Premise and Cloud-based/SaaS installation. MS Dynamics CRM Online offers five levels of USLs (refer pricing section for details)

  • USLs are assigned on a “named user” basis – each user requires a separate USL and cannot be shared among multiple individuals
  • USL gives users non-perpetual rights to use MS Dynamics CRM Online service
  • MS Dynamics CRM gives users equivalency in the licensing rights, irrespective of the deployment option opted for
  • Users can mix and match various types of user licenses within deployments based on business requirements
  • Users can obtain licenses based on the functionality they require

- The solution also offers add-on subscription licenses (add-on USLs)

  • Add-on USLs allow users to add additional capabilities to an existing user license
  • Use of add-on USLs require a pre-existing CRM Online subscription for the customer, as well as a baseline CRM Online USL to be assigned to the CRM Online user
  • User subscription add-ons may not be purchased or assigned without a standalone USL

- MS Dynamics CRM Online offers various licensing programs – based on the size of the organization. The vendor provides an option to the organization to increase or decrease subscription count on an annual basis with a non-perpetual license based on a three-year subscription agreement

- MS Dynamics CRM Online does not support device-based licensing

- MS Dynamics CRM does not include licenses for other products that may be essential or required for installation. Users need to purchase product licenses separately

- MS Dynamics CRM provides dual use rights which give users the option to deploy the solution either in Microsoft cloud as CRM Online or in a private On-Premise or partner-hosted cloud with the CRM server. Users can deploy both types of instances simultaneously

Maintenance Cost
  • On-Premise: An additional cost over and above the upfront cost to be paid for ongoing support and maintenance
  • Cloud-based/SaaS: Upgrades and add-ons are managed directly in the cloud at no extra cost
  • For both types of deployments, provides subscription support, enhanced support, premier support and professional direct support. The cost will vary depending on the type of support opted by an Organization
Installation/Implementation Cost For both types of deployments, cost is included in the upfront cost/subscription cost
Customization Cost
  • For both On-Premise and Cloud-based/SaaS solution cost will vary depending on the functionality or module chosen as an add-on
  • Additional USLs need to be purchased for adding a specific module such as Field Service and Project Service Automation
Data Migration Cost/Change Management/Upfront Switching Cost For both On-Premise and Cloud-based/SaaS solution, cost will vary depending on the amount of data to be migrated, extracting data from an old system, availability of migration tools, complexity of data and gaps between the existing system and the new system
Training Cost
  • For both types of deployments, initial training support is provided for streamlining the implementation process
  • Cost will vary depending on type of training opted for - whether it is an end-user training or group/department training or video/self-training or train the trainer
Recurring/Renewal Costs For both types of deployments, cost will be based on the number of user licenses purchased, additional USLs purchased, additional storage, optional add-ons, upgrades, maintenance and premium support services opted for.
Pricing Details
Product Name Description Price/Details
Subscriber-based Professional License Cost
  • Standard MS Dynamics CRM license
  • Administer CRM organization
  • Customize organization
  • Create and manage system dashboards, charts, workflows, and dialogs
  • Social listening
  • Social analysis
  • Sales force automation
  • Customer service automation
  • Create marketing lists and campaigns
  • Create and manage personal dashboards and charts
  • Read and write contacts, opportunities, leads, accounts, and cases
  • Read and write custom application data
  • Manage activities
  • View activity feeds
  • Access through web browser, Outlook, and mobile apps
  • $65/user/month
  • Prices may vary by region
Subscriber-based Basic License Cost
  • Entry level CRM users and Business Analysts
  • Create and manage personal dashboards and charts
  • Read and write contacts, leads, accounts, and cases
  • Read and write custom application data
  • Manage activities
  • View activity feeds
  • Access through web browser, Outlook, and mobile apps
  • $30/user/month
  • Prices may vary by region
Subscriber-based Essential License Cost
  • Access to custom applications
  • Built on xRM framework of Dynamics CRM
  • Read and write custom application data
  • Manage activities
  • View activity feeds
  • Provide access to custom applications built on the Microsoft Dynamics CRM platform
  • $15/user/month
  • Prices may vary by region
Subscriber-based Enterprise License Cost
  • Includes all features of Professional License
  • Microsoft Dynamics Marketing
  • Unified Service Desk
  • Collaborative case management
  • Brand management
  • Marketing Return on Investment (ROI)
  • Enhanced knowledgebase management
  • Social care
  • Integrated Webchat
  • $200/user/month
  • Prices may vary by region
Deployment Options What options are available for product deployment?
  • On-Premise
  • Cloud-based/SaaS
Pricing Model What is the pricing model? Subscription-based licensing
Minimum Commitment Is there a minimum monthly or yearly commitment required for purchase?
  • All new Microsoft CRM online subscriptions must have a minimum of five licenses. This can be met by purchasing a combination of Enterprise and Professional modules
  • Under the Enterprise Subscription Agreement, minimum three year subscription is required
Custom Quote Can you get a custom quote? Yes
Free Trial Does the vendor provide a free trial option? Available (for 30 days for MS Dynamics CRM Online for up to 25 users through Microsoft Online Services)
Product Limitations

Some of the product limitations include:

  • Implementation process can be time-consuming and cumbersome
  • Complex system requiring a lot of training support for understanding the solution
  • Navigation through different reporting elements is challenging
  • Does not support exhaustive reporting capability. Users cannot create intuitive custom reports
  • Does not import a CSV file of contacts
  • Requires installation by MS Gold Support Partner and signing a support agreement is mandatory

Salesforce CRM: Starting at $25/user/month

Oracle Siebel: Starting at $400/named user license

NetSuite CRM+: Starting at $79/user/month


  • For ‘CRM online’ or a cloud-based CRM model, Microsoft Dynamics CRM offers a full-scale Customer Relationship Management platform that helps companies to utilize data assets to their advantage.

  • Drive sales productivity and marketing effectiveness with a CRM solution from a trusted vendor, with helpful SQL Server functionality and a CRM application set to help with all kinds of business intelligence.

  • Microsoft Dynamics CRM helps with things like: 
    • email marketing campaigns 
    • social media best practices 
    • social insights 
    • managing cloud and on-premise IT systems 

  • By serving up business intelligence related to CRM metrics, Microsoft Dynamics helps business leaders to understand and evaluate where sales are going, and how sales operations work. Use precise CRM applications for aspects of sales management, including different points of contact, customer database mining, and much more.

  • Companies can benefit from MS Dynamics CRM online packages and starter pack models that offer an affordable monthly cost, along with things like a client access license and perpetual licensing.