This article is written for beginners and mainly for those who have just decided to get familiar with 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 three main components:

  • Sales Force Automation (customer tracking from lead to client through the 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, and call resolution)

  • Marketing Automation (marketing campaigns, marketing emails automation, social media posting)

MS Dynamics CRM also had these three 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.

The new product consists of 7 components and has extended functionality compared to any other/previous CRM systems.


Green highlighted three 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 three blocks (Sales, Marketing, and Service) and hold them even if you don’t use them. Now, you’re able to buy all blocks separately.

And a lot more…

If you have questions or need advice on MS Dynamics 365, contact us!

Note: UDS Systems provides high-quality Microsoft Dynamics CRM & Dynamics 365 solutions, starting from CRM Online Customization and up to long-term On-Premise Projects with Agile methodology, industry modifications, and multiple system integrations for EU, AU, and US-based companies.