Microsoft Dynamics CRM 2011 vs AX 2012 CRM

AX 2012 is particularly strong on Products, Pricing, Project Management, Service Management and is underpinned by the financial information available in the ERP.

CRM 2011 is stronger for mobile and offline working, Microsoft Office integration, user-definable reporting and classic Sales and Marketing process support.

Both are enterprise class business applications, and can be integrated together to offer the best of both worlds.

	AX 2012	CRM 2011
User Interface
Outlook Client	No	Native Outlook client
Web Client	Some functions supported	All functions supported
Mobile Functionality	None	iPad client Windows 8 client (2013) Support for Android and all mobile O/S
Personalisation	Yes Each user can hide columns / fields	Partial support
Architecture
Deployment Options	On Premise Private Cloud	On Premise Private Cloud Public Cloud
Offline working supported	No	Yes
Offline reporting	No	Yes
Workflow	Yes	Yes Supports automatic creation of any record via Workflow
Approvals	Yes	No
Platform Development	Yes	Yes xRM – extensible platform driven by intuitive customization tools
Integration
Office Integration	Partial support Drag and drop emails	Fully integrated for automated tracking of emails, appointments, tasks, contacts and phone calls
SharePoint Integration	Role Centres, Reports and Dashboards Document Management	Document Management
Other Microsoft applications	N/A	Yammer Bing Maps Lync Skype
Sales Force Automation
Account/Contact Management	Yes	Yes
Opportunity Management	Yes	Yes December 2012 update introduced configurable, UI driven sales process
Marketing
Email Marketing Integration	No	Yes
Advanced Searching	Yes Stronger support for finding records based on more complex queries	Yes
Marketing Lists	No	Yes
Campaign Management	Yes	Yes Stronger support for multi-stage campaigns and activity distribution
Duplicate Detection	Yes	Yes Configurable rules via simple wizard Email Notification and bulk job scheduling
Customer Service & Operation
Case Management	Yes	Yes
Service Management	Yes	Yes
Project Management	Yes	No
Products and Pricelists
Complex Product pricing	Yes	No
Configurable Products	Yes	No