| AX CRM | Dynamics CRM |
| Deployment Options: | On-Premise or Partner Hosted | Cloud, On-Premise or Partner Hosted |
| UX / User Adoption: | The UI resembles a desktop or fat client interface. Some simple configuration to the UI is possible, but overall the presentation layer is highly linear and rigid. The UI delivers an immediate message that this product is much more of a work horse than a show pony. | More of an Office-fluent or consumer web application UI. Also takes advantage of hover-over controls to dynamically display the process flow navigation control and other as-needed elements. Much more contextually aware which increases ease of use and delivers a more personalized and relevant experience. |
| Sales: | Handles the basics of account and contact management, opportunity management and pipeline/forecast reporting. However, generally requires that these processes stay within the constructs of the application software. Areas of unique strength include tighter ERP integration (i.e. see inventory availability with inbound receipts and other sales orders for items), the product configurator and support for complex price lists. For example, from Quote or Order, you can do Price Simulation modeling to see how a particular discount will impact margins and contribution ratio. | Also handles all the SFA processes, but permits much more flexibility, such as more user-defined sales cycle management (custom stages with stage-gating, etc.), bespoke activity types with custom controls, Goal Management/Team Management (great for quota management), workflow tools for notifications and process automation, collaboration tools (i.e. embedded enterprise network (aka internal private network) via the Yammer integration) and much more flexible and visual reporting. Also, offline operation and mobile CRM are strong advantages for traveling sales pros. |
| Marketing: | Supports basic marketing software feature sets such as campaign profiles, target lists, simple (single) distributions and elementary reporting. | Takes marketing a step further with improved campaign templates, segmentation, lead assignment with workflow, de-dupe process, conversion and response tracking and richer lead management and ROI/ROMI reporting. Integration to MarketingPilot also delivers advanced Marketing Resource Management (MRM) capabilities. |
| Service: | More oriented to service management. Offers tighter integration with inventory items for service requests and better accommodates field service, technician dispatch, service agreements with customer contracts, time capture and invoice generation. | More oriented to help desks, call centers and contact centers needing flexible customer service with case or incident management, escalations, queue management, knowledge-base, business rules and more comprehensive reporting. |
| Project Management: | Yes | No |
| Mobile: | No (discontinued) | Yes, ubiquitous device support |
| Tablet: | No | Yes, iPad, Android and Surface |
| Offline: | No | Yes |
| Outlook Integration: | Integration is achieved with a plug-in. It’s a batch integration that syncs Contacts, Tasks and Appointments, but not email (only one-way integration, from AX to Outlook). | Native and real-time integration with full email sync. Users can access full CRM from Outlook. Also supports features such as automated email to lead, opportunity or case conversions. |
| Web Client: | Some features supported | All features supported |
| Social Media Integration: | No | Yes, but limited to internal social network (via Yammer integration) |
| Reporting: | Basic dashboards and reports. No frills reporting for sure. | Flexible dashboards, more extensive reporting and business intelligence (BI) via PowerView. |
| SharePoint Integration: | Dashboards, Reports, Role Centers, Document Management | Document Management |
| Other MS Integration: | Bing Maps | Yammer, Bing Maps, Lync, Skype |
| Client: | Fat client or SharePoint | Browser or Outlook |
| Flexibility: | Largely customization | Both configuration and customization, especially flexible with xRM framework |
| Development Platform: | IDE called MorphX, which itself uses a code editor called X++. Mods are typically done in X++, but some work can be done in .Net. | .Net |
| Database Architecture: | Single Tenant | Multi-Tenant |
| Upgrade Frequency: | Annual | Quarterly |
| Eco-System: | Not really | Dynamics Marketplace offers many pre-integrated solutions for quick expandability
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