Microsoft Dynamics CRM vs Zoho Desk comparison

Microsoft and Zoho are both solutions in the CRM Customer Engagement Centers category. Microsoft is ranked #1 with an average rating of 8.1, while Zoho is ranked #6 with an average rating of 8.3. Microsoft holds a 25.8% mindshare in CCEC, compared to Zoho’s 1.5% mindshare. Additionally, 92% of Microsoft users are willing to recommend the solution, compared to 90% of Zoho users who would recommend it.

Microsoft Dynamics CRM

Read 76 Microsoft Dynamics CRM reviews

555 Views
549 Comparison Views

92% willing to recommend

Zoho Desk

Read 20 Zoho Desk reviews

70 Views
41 Comparison Views

90% willing to recommend

Microsoft Dynamics CRM

Zoho Desk

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between Microsoft Dynamics CRM and Zoho Desk based on real PeerSpot user reviews.

Find out in this report how the two CRM Customer Engagement Centers solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.

To learn more, read our detailed Microsoft Dynamics CRM vs. Zoho Desk Report (Updated: March 2025).

Buyer's Guide

Microsoft Dynamics CRM vs. Zoho Desk

March 2025

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Helped 845,040 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Microsoft Dynamics CRM

Ranking in CRM Customer Engagement Centers

1st

Average Rating

7.8

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

CRM (2nd), Local Government CRM (1st), Marketing Management (2nd), Sales Force Automation (2nd)

Zoho Desk

Ranking in CRM Customer Engagement Centers

6th

Average Rating

8.2

Reviews Sentiment

7.4

Number of Reviews

Ranking in other categories

Help Desk Software (7th)

Mindshare comparison

As of April 2025, in the CRM Customer Engagement Centers category, the mindshare of Microsoft Dynamics CRM is 25.8%, down from 26.3% compared to the previous year. The mindshare of Zoho Desk is 1.5%, down from 2.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Customer Engagement Centers

Featured Reviews

Rishabh Chhajer

Head IT at Dhani

Intuitive APIs, customizable design, but dashboards could improve

The most advantageous aspect of Microsoft Dynamics CRM is its periodic updates. Every quarter, Microsoft releases upgrades that address bugs and vulnerabilities. As a company governed by the Reserve Bank of India and SAP security regulations for our stock operations, we conduct periodic reviews of our applications, including Microsoft Dynamics CRM. Whenever we submit an audit report and identify bugs, we reach out to the Microsoft team for assistance. They assure us that the issues will be fixed in the next quarterly release. As a result, we have not experienced any outstanding bugs that have not been recorded or addressed.

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Babatunde-Olugbode

Technical presales engineer at Avetium Consult Ltd

End-to-end solution to manage customer support tickets and consolidate all communication channels into one platform

For me, the valuable features are related to customer engagement because I want to ensure I don't miss any customer inquiries, no matter the channel. For example, I haven't seen any other platform that consolidates all channels into one console. That's a valuable feature to me. Then there's the pricing, which is better than Zendesk. Zendesk charges in USD per user, per month, whereas Zoho let us pay in Naira (Nigerian currency). Zoho can also identify user locations, letting you leverage existing reviews. These are valuable features that many organizations have adopted Zoho Desk for. We can download the mobile app to see requests and respond from anywhere. It is one of the most improved applications and widely integrated systems I've worked with. You can virtually integrate it with almost anything, like Microsoft Teams and other data applications. The marketplace lets you find native integrations. For example, we have an organization that uses multiple systems and wants to ensure agents don't log in to multiple platforms to see emails. They have a native integration system that takes care of that and works seamlessly.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"The solution is versatile and customizable."

"Microsoft Dynamics is user-friendly and intuitive. It's easy to understand how it works."

"The most valuable feature of Microsoft Dynamics CRM is its performance."

"I like that Microsoft Dynamics CRM works, and it's been okay. I like that it is a stable solution. My main reason for using it is that it is stable and meets our requirements from a functionality point of view."

"The most valuable feature is the reporting tab."

"The most valuable features of Microsoft Dynamics CRM are its easy operations and functionality."

"I like the fact that I can keep track of everything I do in relation to my own job."

"The most valuable features of Microsoft Dynamics CRM are all the filters and possible reports."

More Microsoft Dynamics CRM pros

"The most valuable feature of generating the ticket through the web form and for the e-mailers. So, if you are facing any issues, by the ticket, you can generate the issue in Google Test."

"It is a scalable platform."

"The ticketing feature is very easy to use, compared to other systems."

"Zoho Desk offers a wide range of features that allow integration with different systems, enhancing ease of use."

"The deployment process is swift, typically taking just one day, and includes customization and automation setup."

"Zoho Desk is very flexible, just like the other applications of Zoho."

"The product is quite stable."

"It is a highly scalable solution. You can easily add more users through the portal within seconds."

More Zoho Desk pros

Cons

"In terms of the performance, when it comes to loading a large volume of data, it's slow at times, so the system could be optimized."

"There is room for improvement in handling nonlinear sales processes and complex quoting."

"The main issue with Microsoft Dynamics CRM is that its GUI isn't very attractive. Overall, the solution has the same functionalities as other CRMs such as Salesforce, but Salesforce is much simpler to use. Microsoft Dynamics CRM is complicated to use, and this is another area for improvement. It was also more difficult to set up the solution, so its setup could still be improved. What I'd like to see in the next version of Microsoft Dynamics CRM is a cleaner user interface because currently, it looks messy to me. Salesforce CRM has a better, more simplified user interface that makes it easier for you to get what you need, while in Microsoft Dynamics CRM, you have to put in a lot of effort to get things done."

"Overall, the solution could be made to be more user friendly."

"It could be less complicated for smaller organizations."

"One area for improvement in Microsoft Dynamics CRM is its end user feedback. It's still not that great compared to Salesforce. They also need to improve on the look and feel of the solution, because those are still slightly better on Salesforce."

"Dynamic's management could be improved. The tech management should have better technical capabilities."

"Microsoft Dynamics CRM could improve by making the ports and dashboards more intuitive using Microsoft Azure analytical features. Compared to Salesforce and other partners, the dashboards in Microsoft Dynamics CRM are less intuitive."

More Microsoft Dynamics CRM cons

"They could enhance the product’s features to customize the automated email responses."

"It could be easier to link Zoho Desk and Outlook."

"I would want Zoho Desk to integrate Zoho CRM, Zoho SalesIQ , and Zoho Campaigns."

"I would like to have integrated support, and integration between the ticketing tool and the project management tool."

"Could have slightly better integration between additional functionalities in the Zoho desk."

"There is room for improvement in customer service and support. It could be more knowledgeable."

"There is room for improvement in terms of integration."

"As per customer requirements, it may have some limitations."

More Zoho Desk cons

Pricing and Cost Advice

"Microsoft often encourages customers to commit to multi-year enterprise-level agreements, such as three or five-year deals with a minimum commitment of, for example, $200,000 dollars. However, in order to acquire more customers, I believe Microsoft should offer this same rate for one-year commitments for customers who want to experience it."

"For the price of Microsoft Dynamics CRM, you receive a lot of comprehensive functionality. Additionally, it integrates very well. We pay approximately $100 a month to use the solution and we do not have any additional costs."

"The customers that have Microsoft Office 365, the license price is competitive. It is competitive because the next solution above it is Salesforce, which is licensed quite high. The price annually was approximately $55 per user but we did a combination of users with some of them having the higher range of approximately $85."

"I am not the person who pays for Microsoft Dynamics CRM but it is expensive. I have been using Microsoft Azure, which Microsoft Dynamics CRM is built on, and I know we prepaid for the services. For me as a consumer, I do not think I can afford it, mainly because I am only learning how to use the AI and the rate which they charge is high. In general, Microsoft solutions are expensive and this is most likely due to the brand, this is something you expect. However, the price might be high but you receive a highly secure solution."

"Microsoft Dynamics CRM is an expensive solution. However, most good CRMs are expensive."

"On a scale from one to ten with one being expensive and ten being of great value, I would rate Microsoft Dynamics CRM at six on pricing."

"I rate the solution's pricing as a seven out of ten."

"The solution is expensive."

More Microsoft Dynamics CRM pricing and cost advice

"Zoho Desk's pricing is more flexible."

"The solution is relatively cheap. However, there are additional licensing fees involved."

"The pricing is better than Zendesk. Zendesk charges in USD per user per month, whereas Zoho let us pay in Naira (Nigerian currency)."

"Zoho Desk's cost is pretty much okay."

"The gap is limited, but it should limit the price back bracket so that most start-ups can use it most effectively."

"The product costs $10 to $25 per user per month."

"For what it does, it's quite cheap."

"Regarding pricing, it's 35 USD per user a year and 45 USD per user a month. Under the price, I have access to all Zoho products since it all falls under Zoho One's package."

More Zoho Desk pricing and cost advice

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Top Industries

By visitors reading reviews

Computer Software Company

12%

Government

11%

Financial Services Firm

11%

Manufacturing Company

Educational Organization

59%

Computer Software Company

10%

Manufacturing Company

Media Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

What do you like most about Microsoft Dynamics CRM?

The most valuable features of Microsoft Dynamics CRM are all the filters and possible reports.

See all answers

What needs improvement with Microsoft Dynamics CRM?

Costing might be a reason for concern. It could be an issue for the organization, or maybe not. It's uncertain.

See all answers

What is your primary use case for Microsoft Dynamics CRM?

I use the solution to manage the lead sales pipeline and enable the marketing department to maintain customer data.

See all answers

What do you like most about Zoho Desk?

The most valuable features of Zoho Desk are archiving queries and analytics.

See all answers

What is your experience regarding pricing and costs for Zoho Desk?

The price point is a concern. The licensing model is quite easy, however, the pricing issue remains the main concern.

See all answers

What needs improvement with Zoho Desk?

The main concern is the pricing of Zoho Desk, as I consider it to be on the expensive side.

See all answers

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Salesforce Sales Cloud vs Microsoft Dynamics CRM

Compared 16% of the time

Siebel CRM vs Microsoft Dynamics CRM

Compared 10% of the time

Oracle CX Sales vs Microsoft Dynamics CRM

Compared 4% of the time

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Compared 57% of the time

ManageEngine ServiceDesk Plus vs Zoho Desk

Compared 11% of the time

JIRA Service Management vs Zoho Desk

Compared 9% of the time

Freshdesk vs Zoho Desk

Compared 9% of the time

ManageEngine SupportCenter Plus vs Zoho Desk

Compared 8% of the time

More Zoho Desk Competitors

Product Reports

Buyer's Guide

Microsoft Dynamics CRM

March 2025

Download Microsoft Dynamics CRM product report

Buyer's Guide

Zoho Desk

March 2025

Download Zoho Desk product report

Also Known As

Dynamics CRM, MS Dynamics CRM

No data available

Overview

Microsoft Dynamics CRM is a comprehensive customer relationship management solution that helps businesses streamline their sales, marketing, and customer service processes. With its user-friendly interface and powerful features, it enables organizations to effectively manage their customer interactions and drive business growth.

One of the key features of Microsoft Dynamics CRM is its sales automation capabilities. It allows sales teams to track leads, manage opportunities, and close deals more efficiently. The solution provides a centralized platform for managing customer information, enabling sales representatives to access real-time data and make informed decisions. It also offers tools for forecasting, pipeline management, and sales analytics, helping businesses optimize their sales processes and drive revenue growth.

In addition to sales automation, Microsoft Dynamics CRM offers robust marketing automation features. It enables marketers to create and execute targeted marketing campaigns, track campaign performance, and generate actionable insights. The solution provides tools for lead management, email marketing, social media integration, and customer segmentation, allowing businesses to engage with their customers effectively and drive marketing ROI.

Furthermore, Microsoft Dynamics CRM helps organizations deliver exceptional customer service. It provides a unified view of customer interactions, enabling customer service representatives to deliver personalized and timely support. The solution offers case management, a knowledge base, and self-service portal capabilities, empowering customers to find answers to their queries and resolve issues on their own. It also provides tools for service analytics and reporting, helping businesses identify areas for improvement and enhance customer satisfaction.

Microsoft

With Zoho Desk, agents become more productive, managers become more impactful, and customers become more empowered. It's customizable, convenient to use, and it doesn't cost you a fortune. Part of Zoho's 30-strong suite of business software, Zoho Desk brings you the power to put customer service at the heart of your company.

Zoho

Sample Customers

Metro Bank, Nissan, Pandora, Delta, Haynes International, City of London, Trek and many more market leaders.

Intel, Sears, Daimler, Essilor, Aon Hewitt, Shop Your Way, CoffeeRocket

Buyer's Guide

Microsoft Dynamics CRM vs. Zoho Desk

March 2025

Free Report: Microsoft Dynamics CRM vs. Zoho Desk

Find out what your peers are saying about Microsoft Dynamics CRM vs. Zoho Desk and other solutions. Updated: March 2025.

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