The difference between MS Dynamics 365 and MS Dynamics CRM

In this article I’ll try to answer the following questions:

1. What is MS Dynamics CRM?
2. What is MS Dynamics 365?
3. What is the main difference between these two products?

What is MS Dynamics CRM, and where it’s gone?

CRM means Customer Relationship Management, and it has 3 main components::

• Sales force automation (customer tracking from lead to client through classic sales cycle, KPI and sales effectiveness evaluation, display clients on the map)
• Service automation  (focus on customer service, customer support through different channels, call indicators tracking, call resolution)
• Marketing Automation (marketing campaigns, marketing emails automation, social media posting)

MS Dynamics CRM also had this 3 classic components.

What is MS Dynamics 365?

On November 1st, 2016 Microsoft introduced a new product based on MS Dynamics CRM, and named it MS Dynamics 365.

New product consists of 7 components and has extended functionality comparing to any other/previous CRM systems.

Green highlighted 3 classic components – Sales, Service and Marketing.

Orange – Operations, this component was formerly MS Dynamics AX.

Blue – 3 new components with additional functionality: Field Service (managing worker activity, scheduling and dispatching work), Project Service Automation (project management and business process automation) and Customer Insights (business intelligence)

What is the main difference between these products?

First – is extended functionality (you could also extend standard functionality in previous versions, but that required coding and customizations)

Second –  previously you should purchase all 3 blocks (Sales, Marketing, and Service) and hold them even if you don’t use them, now you’re able to buy all blocks separately.


Hope it will help you