Customer Relationship Management – CRM for short – is one of the most important tools your business should have. It has data-driven solutions that help your business thrive, especially in terms of interacting and doing business with your customers. Among the most important CRM tasks are tracking sales leads, maintaining customer relationships, pipeline, marketing, and delivering actionable data. By using CRM solutions, you streamline administrative processes and put your focus on improving the customer relationships that matter. Imagine losing your customer contact information, resulting in losing the customer to your competition. A CRM can take this fear away.
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Let’s focus on comparing two of today’s most popular CRMs—Microsoft Dynamics 365 CRM and Oracle CRM.
Microsoft Dynamics 365 is the new cloud services CRM that came about after Dynamics CRM Online was repackaged and rebranded. Additionally, its Dynamics 365 Enterprise Edition is the combination of Dynamics AX and Dynamics CRM.
Dynamics 365 has apps that include Customer Service, Field Service, Sales, Marketing, Project Service Automation, Operations, and Financials. Two more apps that you can purchase also help you customize your Dynamic 365 solution: Flow and PowerApps.
Oracle CRM helps you optimize your business, specifically its sales processes and productivity. Aside from being user-friendly, it lets you handle customer relationship management easily and make better business decisions. apart from Oracle CRM’s capability to automate most of the tasks, it also forecasts optimization and analytics. Among its features include comprehensive marketing campaign management and ROI measurement tools.
One of the points to look for when comparing these two CRM software options is their features. Fortunately, both software choices have the core functions expected of a CRM solution, including engagement with customers through social media, customer service, sales tracking, relationship building, and capture and management of customer data.
Oracle’s platform is divided into ‘clouds’, with each one offering its own functionality. These include the following:
- Engagement features including unified sales cloud and service cloud module
- Sales features including sales force automation, sales performance management, and partner relationship management
- Service features including customer service, knowledge management, and policy automation
- Social features including social media management, social listening, and customer engagement
- Loyalty features including loyalty program deployment, member management, and customer acquisition and engagement
- Marketing features including marketing automation, cross-channel orchestration, and social marketing
- CPQ (Configure, Price, Quote) features including product configuration and pricing and discounting
You can also purchase standalone apps such as the Sales Performance Management Cloud and the Customer Data Management Cloud.
Dynamics 365 also has its services broken down into apps, which can be used as a standalone or as a part of a larger suite. Dynamics 365, Office, and Outlook were built on a common data model, allowing you to share data and synchronize them across the products.
Dynamics 365 CRM includes features such as:
- Sales for customer data management, task management, partner relationship management, contract management, quote management, and reporting and analytics
- Marketing for multi-channel campaign management, event planning and management, and lead management
- Customer Service for cross-channel customer care management, self-service portals, service intelligence, and incident routing
Pricing is another important point of comparison between these two CRMs. Which is worth your money, and which performs better without hurting your revenue?
Oracle does not publicly share the prices for many of its CRM apps, but they provide prices on a per-request basis. To give you an idea, the prices depend on the size of your business, as well as on the modules that you want to implement. Contact them for customer support.
Dynamics 365 is more transparent and gives you the option to purchase apps as a standalone or together as a bundle for a cheaper price. You can also choose from the different licenses, such as the ‘Team Member’ license. This is when a user needs access to the CRM system, but not to the full edit/write access to the data. Dynamics 365 uses the tiered pricing structure wherein the more licenses you purchase, the higher the tier, the lower the price you need to pay. Take note of the following tiers.
- Tier 1 — 0-99 Full User licenses
- Tier 2 — 100-249 Full User licenses
- Tier 3 — 250-499 Full User licenses
- Tier 4 — 500-999 Full User licenses
- Tier 5 — 1,000+ Full User licenses
Platforms supported and customer support
With being extremely busy and needing to be in different places throughout the day, you need a CRM solution that can be taken anywhere.
Thankfully, Oracle has a web-based app, an iPhone app, and an Android app. Also included is phone, online, and knowledge-base support.
Dynamics 365, on the other hand, only has a web-based and Android app but has the same support as Oracle.
Which best suits your business?
Based on the comparison above, we can say both are great CRM software that are useful to your business. However, Oracle CRM proves to be more beneficial, especially in terms of its mobility. Most of all, it is easy to use, which is important to busy businesses and sales reps who don’t want to use much of their time navigating through a software that is supposed to make tasks easier.
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