Head to Head – Dynamics 365, SugarCRM, and Salesforce


With so many choices, it has become challenging for the one to choose the right option. It can be tricky to select the one from a number of excellent CRMs.

The technology has become so vast and adoptive these days, there are CRMs for every business type, niche, and size. If you search for a solution for your specific requirements, you should be able to find the best match according to your needs. But if you are looking for a well-known and established vendors, then you must know the market leaders in detail.

Customer relationship management is now the new business success parameter, but this doesn’t mean that this is something new in the market. The notion of customer relationship management has been around since the 1970s, and some of the biggest names in the CRM industry are excelling with more than 15 years of experience under their belts.

To help you find the perfect software vendor for your organization, we’ve put together some of the most popular CRM vendors available today.

Dynamics 365:

Dynamics 365 is a set of products (CRM – Dynamics CRM, ERP – Dynamics AX, and Dynamics NAV), combined and announced by Microsoft in 2016. Dynamics 365 contains the following apps. 

  • Sales: 
  • Marketing: 
  • Customer Services: 
  • Project Service Automation: 
  • Field Service: 


Sugar CRM, is a software company founded in 2004. Their idea was to develop a simple CRM system without compromising any of the functionality.

SugarCRM contains the following modules. 

  • Sales 
  • Marketing
  • Service 


Salesforce’s CRM contains many individual modules or Clouds. These modules cover all the basics of CRM functionality, including data management, sales, and marketing, and can be completed by adding smaller specialist modules to introduce capabilities such as marketing automation and field services.

The three key components to Salesforce CRM are:

  • Sales Cloud
  • Service Cloud
  • Marketing Cloud

Additional modules include:

  • Einstein — an AI-driven analytics service
  • Commerce Cloud Digital — an e-commerce platform
  • Pardot — marketing automation service
  • CPQ — a pricing management service
  • Community Cloud — a self-service portal builder
  • Field Service Lightning — an app to manage workflows in the field
  • DMP — a data management platform

Let’s get into the detail of the 3 top-notch CRMs’ features.

General Features

Dynamics 365



  • Custom Entities
  • Customizable Dashboards
  • Shared Views
  • Configurable/Customizable
  • Personal Views
  • Records Relationships
  • Advanced Find
  • Asynchronous Workflows
  • Real-time Workflows
  • Plugins
  • JavaScript for Client-Side forms
  • Business Rules
  • Custom Actions
  • Custom Forms
  • Excel and Word Templates
  • Drag and Drop Interface for fields
  • Mail Merge
  • Excel Export/Import
  • Notes
  • Posts
  • Reports
  • Duplicate Detection Rules
  • Email Templates
  • Security Role
  • CRM Reporting and dashboards
  • Configurable/Customizable
  • Forecasting
  • Advanced Workflows
  • Visual Workflow Design Interface
  • Create fields, layouts and relationships code free
  • Centralized Storage
  • Role-based views
  • Global search
  • Teams
  • Roles and Access Privileges

Sales 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

Marketing Cloud

  • B2C Journey Management
  • B2B Marketing Automation
  • Email Marketing
  • Data Management Platform
  • Data Sharing Platform
  • Social Media Marketing
  • Digital Advertising
  • Mobile Messaging

Service Cloud

  • 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


Dynamics 365



  • SharePoint
  • Outlook (for email)
  • OneNote
  • PowerBI
  • OneDrive
  • Excel
  • Yammer
  • Custom-Developed Integrations
  • Campaign Monitor
  • Constant Contact
  • HubSpot
  • MailChimp
  • Zapier
  • Zendesk
  • HappyFox
  • Olark Live Chat
  • LiveOps
  • CloudAgent
  • WhosOn
  • SyncApps
  • CloudHub
  • HootSuite
  • Pardot
  • Google Apps

– Allows custom integrations using web services.

  • Google Cloud
  • Quickbooks
  • Slack
  • LinkedIn
  • MailChimp
  • DocuSign
  • Jira Software
  • HelloSign
  • CodeScience
  • Active Campaign
  • Dropbox


Dynamics 365



Cloud and on-premise Cloud and on-premise Cloud

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Dynamics 365



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