Salesforce vs Microsoft Dynamics vs SugarCRM: Which CRM is the Winner?


If your customers aren’t happy, nobody’s happy. That’s one reason customer relationship management (CRM) software is a crucial component to your company’s success. Nowadays, there are dozens of high-quality CRM software solutions that make the CRM aspect of your business a breeze. But which one should you choose? The number of options can induce choice paralysis. Here at SelectHub, we want to make the process as easy for you as possible, so we’ve compiled a comprehensive chart for choosing a CRM system. Here’s our comparison of Microsoft Dynamics 365 vs Salesforce Sales Cloud vs SugarCRM.

Compare Salesforce, Microsoft Dynamics and Sugar CRM Against Your Needs

Microsoft Dynamics vs SugarCRM vs Salesforce Comparison Chart

Compare Top CRM Software Leaders

Advantages and Disadvantages

Microsoft Dynamics 365 offers users a robust line of integrated, adaptable business management solutions that enable users to make important business decisions with greater confidence. Microsoft Dynamics works with familiar Microsoft software, easing adoption and reducing the risks inherent with implementing a new solution. These solutions automate and streamline financial, customer relationship and supply chain processes in a way that can help you drive business success.

Salesforce Sales Cloud puts everything you need at your fingertips. When comparing Salesforce vs SugarCRM vs Microsoft Dynamics, the sheer number of features, third-party integrations and add-on options makes Salesforce’s CRM ideal for large businesses with diverse and evolving needs. Once implementation is complete, Salesforce offers users a powerful product that’s speedy, powerful and highly customizable.

In a Sugar CRM vs Salesforce comparison, the former offers extensive customization, but is less complex to operate than the latter. It comes in a (free!) self-hosted, open-source community edition, but management of the application requires specialized expertise. When compared to the relatively straight-forward administration of Dynamics CRM, this can be a significant downside. The hosted service is comparatively inexpensive per user, but requires the highest minimum number of users of any of the three solutions.

Customer Targeting

Microsoft Dynamics CRM’s organized contact management interface helps filter and target customers.

By recording data of customers’ spending patterns and demographic information, this feature enables users to build a detailed picture of customers’ tastes, needs and buying habits.

Dynamics 365 uses segments to target customer journeys. Most customer journeys start with a segment tile, which establishes the collection of contacts who will experience that journey. Users can combine multiple segments and define target groups by setting up customized segments and lists. Each list or segment represents a collection of contacts that you can use to target a customer journey.

Users can also utilize marketing lists in the subscription center to enable contacts to manually opt-in or opt-out of various types of newsletters and other marketing communications. Microsoft Dynamics CRM allows users to record the replies they get from potential customers in response to a specific marketing campaign to make sure your team can act on responses.

When comparing Microsoft Dynamics vs Salesforce, Sales Cloud similarly allows the sales team to create and execute campaigns based on marketing strategies for a targeted customer base. This allows the user to perform sophisticated lead scoring. This marketing automation feature delivers segmented data to inform more active, targeted campaigns — the ads that show up on each customer’s browser, the emails they receive announcing new products, etc.

Rather than sending out one massive, impersonal email to all of your customers, you can send out targeted messages to appeal to each segment. An effective customer segmentation approach is to try to make each communication you send relevant to the customer, and Salesforce excels in this area.

SugarCRM effectively develops, executes and monitors marketing campaigns across multiple channels. Its customer targeting features help users identify the correct targets for individual campaigns through segmenting and data mining of customer information.

Once a campaign is initiated, SugarCRM tracks response rates for individual activities, giving marketers a 360 degree view of their leads. That said, looking at Salesforce vs Microsoft Dynamics vs SugarCRM relative to this functionality, SugarCRM does not include competitor tracking features, which the other two do provide.

Salesforce has the advantage here as it provides the most detailed breakdowns of potential leads. This helps improve churn and develop customer engagement that can become a long-lasting relationship.

Salesforce rates better than Microsoft Dynamics or SugarCRM for #CustomerTargeting in SelectHub's #research & analysis of the two #crm tools.

Campaign Analysis

With campaign analysis, users can analyze the cost of a marketing campaign relative to the profit it generated.

Microsoft Dynamics CRM allows users to define and track campaign budgets, tasks, activities and collateral with holistic campaign management capabilities. Marketers can request summaries of campaign activity by campaign date, parent campaign details and definition status. These reports can run on single campaigns or be used to compare multiple campaigns to determine campaign success, cost effectiveness and other patterns.

Microsoft Dynamics 365 allows you to create campaign records that help organize your efforts for marketing projects over a period of time. Campaigns are also designed to provide insight into your return on investment for each campaign. They allow you to track campaign spend and response so you know exactly how effective your marketing efforts are. The campaign record gives you a place to keep track of any activities involved in a campaign, such as emails, phone calls and other activities that are distributed.

Compare Top CRM Software Leaders

Salesforce Sales Cloud can organize campaigns into hierarchies for easy analysis of related marketing tactics by filling in required fields to track later. Campaign analytics include stats for total responses, total leads, converted leads, total contact, won opportunities and value opportunities.

SugarCRM offers real-time reports that assess the effectiveness of marketing campaigns. Users can specify KPIs such as budget, channel, win rate and expected revenue, just to name a few. SugarCRM links opportunities to specific campaigns in order to track campaign ROI.

When considering SugarCRM vs. Salesforce vs. Msft Dynamics relative to campaign analysis, the features Salesforce and SugarCRM offer are less comprehensive than Microsoft’s and require more training to implement. SugarCRM offers no feature to compare multiple campaigns directly. The Salesforce interface is consistently described as hard to navigate, so Dynamics CRM takes this category.

Microsoft Dynamics rates better than Salesforce or SugarCRM for #CampaignAnalysis in SelectHub's research & #analysis of the two #crm tools.

Lead Generation

Salesforce offers a user-friendly contact management module for generating and managing lead information.

Marketers can explore potential leads by building customer relationships through a guided pathway with lead generation functionality.

Microsoft Dynamics CRM allows users to seamlessly track lead details across the organization, zero in on high probability leads and instantly route them to the most appropriate resource. This CRM helps companies harness sales with configurable process guidance, and provides the means to keep mobile sales reps connected on the road. Microsoft Dynamics can assist in planning, creating, executing and managing marketing campaigns so marketing execs can focus on innovation instead of routine tasks.

With Salesforce, users can track clicks, create campaigns and automate the whole process to generate quality leads as well as cut the sales cycle. The lead management, marketing automation, sales data and partner management apps allow you to create a systematic pipeline from lead to conversion. Salesforce allows users to track the right information about leads. Users can see what marketing campaign a lead came from, the most up-to-date contact information and all relevant activities to help convert more leads.

Users of the SugarCRM system can qualify and track leads from multiple campaigns across channels. Once a lead has been qualified, they can be automatically assigned to a sales rep in order to nurture them immediately. It has an intuitive user interface that makes identifying high quality leads a breeze.

In face-offs between Microsoft CRM vs Salesforce and also Microsoft Dynamics CRM vs SugarCRM, Microsoft wins over them both as it offers more automation and integration of the lead generation process.

Microsoft Dynamics rates better than SugarCRM or Salesforce for #LeadGeneration in SelectHub's #research & analysis of the two #crm tools.

Online Case Management

With online case management, users can view existing cases, manage confidential information, add comments, close cases and reopen cases online.

With Microsoft Dynamics CRM, users can keep track of customer requests and issues by creating support cases. These tickets provide incident-based tracking for issues that may arise from your customers, whether they are external or internal. It is designed to track the process from the initial intake of an incident, tracking the details throughout the remediation process and through final resolution.

Then, Microsoft Dynamics users can assign cases to CRM users or teams. For more powerful automation and collaboration, cases can also be added to queues. Utilizing queues can result in more efficient case distribution and resolution. When a customer contacts support with a question or problem, users can quickly check if there is an existing case or open a new one and start tracking the issue.

Compare CRM Pricing & Costs with our Pricing Guide

Salesforce’s case management feature allows users to view and edit service cases from anywhere. Users can easily escalate cases to subject matter experts so they can deliver accurate answers to the customer.
In the contacts tab, you begin with an overview of recent contacts, standard reports, and various back-end tools. From here, users can enter specific contacts and view a comprehensive profile that includes social media information, activity and campaign history, along with connections to specific accounts or companies. The account associated with each contact has its own page that lists basic information about the company, contacts within the company, open activities and opportunities. You can navigate to any of these sections with one click.

SugarCRM offers real-time dashboards to display case information across your enterprise. Users can customize charts and reports based on industry-specific KPIs to drill down into customer data and business performance. This helps you understand account progress, sales rates and individual performance.

SugarCRM even has some business analytics capabilities, going beyond offering simple summaries. Users can generate predictive reports to forecast future trends and performance in order to make data-driven decisions for the future of their business.

Comparing Sugar vs Salesforce vs Dynamics CRM, Microsoft wins for this category with the most streamlined and centralized customer service and management solution.

Microsoft Dynamics rates better than Salesforce or SugarCRM for #Marketing #Campaigns in SelectHub's #research & analysis of the two #crm tools.

Email Utilities

This feature includes options for advanced spellchecking, corporate email templates and attachment management.

Microsoft Dynamics CRM includes a utility called Dynamics CRM Custom Email, which provides various email features. With this extension, users can create custom email templates, reuse attachments on bulk emails, format dynamic fields and customize lookup fields.

Salesforce allows users to easily track customer emails from any email app with a simple BCC. Users can automatically capture every customer interaction within Salesforce and associate it with the appropriate contact, opportunity or account. Users have access to email templates as well as batch email marketing features.

With SugarCRM, users can create dynamic emails with appealing features. The solution offers table-builders and other image formatting options to create visual email marketing content. However, SugarCRM does not have the ability to create email marketing campaigns.

Unfortunately, the templates from Microsoft Dynamics cannot be used with Microsoft Word mail merges. They are also only available with the CRM Custom Email utility, which is an additional add-on. SugarCRM’s inability to create batch email marketing campaigns is also a mark against it in this category. In a match-up of Sugar CRM vs Microsoft Dynamics CRM vs Salesforce, the more basic functionality of the first two gives Salesforce’s robust capabilities the edge.

Salesforce rates better than SugarCRM or Microsoft Dynamics for #Email #Utilities in SelectHub's #research & analysis of the two #crm tools.

Social Media Integration

By tracking customer and client information via social media, marketers can be aware of how their brand is talked about and interacted with on the web.

Microsoft Dynamics CRM has the ability to support social media communities to track customer/client information. Microsoft Social Engagement helps users harness the power of the web by analyzing what people are saying on social media and in the news. Microsoft supports 19 languages and covers a broad range of sources — Twitter, Facebook, videos, blogs and news syndication.

Salesforce Sales Cloud integrates with social media community tools such as Facebook, Twitter, LinkedIn and YouTube. It also offers a specialized monitoring tool called Social Studio to keep tabs on conversations happening about your brand across the web by crawling keyword lists and collecting data about them. This is an additional software package and comes with its own price tag.

Compare Salesforce, Microsoft Dynamics and Sugar CRM Against Your Needs

SugarCRM supports integration with the big social media platforms like Facebook, LinkedIn, and Twitter. This platform mines customer data in order to draw insights on client behavior, purchase habits, and other valuable information.

So far as social media integration is concerned when comparing Salesforce vs Microsoft CRM vs SugarCRM, Microsoft’s diverse options and comprehensive social media marketing in the base software pulls ahead of Salesforce’s paid add-on and SugarCRM’s basic social media management.

Microsoft Dynamics rates better than SugarCRM or Salesforce for #Customizable #Qualifiers in SelectHub's #research & analysis of the two #crm tools.

Who Won?

In this comparison of Salesforce CRM vs Microsoft Dynamics vs SugarCRM – all powerful solutions, but our analysts found Salesforce and SugarCRM lacking in features where Microsoft excels. Hopefully, now you have a better understanding of what each of these CRM systems does best and can move on to making the perfect choice of CRM for your business.

Do you use one of these CRM systems? Do you love it, hate it, something in between? Leave your questions and comments below and tell us why!

Oracle Siebel
Starting at $88/user license

Pega CRM
Starting at $200/user/month

Starting at $75/user/month

NetSuite CRM+
Starting at $129/user/month

Sage CRM
Starting at $39/user/month

Starting at $40/user/month

Infusionsoft CRM
Starting at $99/month

Nimble CRM
Starting at $22/license/month

Starting at $25/user/month or a one-time license fee of $795/user

Bergen AdairSalesforce vs Microsoft Dynamics vs SugarCRM: Which CRM is the Winner?


Join the conversation
  • kimleonard - November 15, 2016 reply

    After reading your article nonprofits can easily take a decision which one is good CRM to them. My vote goes to salesforce because it enables me easy to manage my volunteers and other things.

  • Emily Smith - August 29, 2018 reply

    My Vote goes to Salesforce.

  • Kathleen Brown - September 7, 2018 reply

    Very nice blog and crm is an essential part of business so nice to see a blog on it.

  • Niki - September 26, 2018 reply

    The best part about Salesforce is that it is designed to make more money and not to save more money.

  • Mark - November 28, 2018 reply

    Good comparison of CRMs. It helps which one to go for. Thank you.

    Bergen Adair - November 28, 2018 reply

    Thanks for your thoughts Mark! I’m glad this article was helpful. Don’t forget we have some great free resources like a requirements template, comparison report and price guide to help you make the perfect CRM choice.

  • Zivoke - April 30, 2019 reply

    I love Salesforce
    Zivoke Salesforce Consultant

  • Savi - May 8, 2019 reply

    It is absolutely true that we are all working to see our customers happy and satisfied with our products and services. Great infographics there showing the advantages of individual CRMs. It is very easy to compare. has good resources on cloud and SaaS, surely it will be helpful for those who are interested.

    Bergen Adair - May 8, 2019 reply

    Thanks for contributing some additional resources Savi! Hopefully the other readers will find that helpful.

  • freya riki - September 17, 2019 reply

    Very nice blog!

    Zachary Totah

    Zachary Totah - September 17, 2019 reply

    Glad you enjoyed it, Freya. Thanks for reading!

  • Deepak - October 31, 2019 reply

    The article is really good. Gives good information about the CRMs

  • digifutura - December 4, 2019 reply

    Thanks for your thoughts, great information, thanks for sharing it.

  • Maria Garcia - January 20, 2020 reply

    Thanks for sharing this, I had few Salesforce doubts, after reading this article my doubts are cleared.

    Zachary Totah

    Zachary Totah - January 30, 2020 reply

    Glad you found the article helpful, Marcia. Thanks for reading!

Leave a Reply

Your email address will not be published. Required fields are marked *