(Updated 9/18/2023)
When I hear this question, the first answer that comes to mind is, “It depends”!
Over my career, I’ve seen CRM implementations that can be completed in 6-8 weeks or ones that can take 18+ months.
Costs can range from as low as $8,500 for small sales teams to well over $3,000,000 (yes, millions) for larger, complex enterprise sales teams.
So yes, “It depends”.
It depends on the size of your organization, the complexity of your business, quantity and quality of existing data, your existing tech stack, and the options and add-ons that you would like to deploy.
Each Digital Transformation journey is unique.
I realize that this is not a very useful initial answer, so after a quick pause to let “It depends” sink in, I will try to break it down and give answers that are more helpful.
The Importance of Planning
One of the most overlooked aspects of CRM implementation is the planning phase.
This isn't just about timelines and budgets; it's about aligning the CRM system with your business objectives.
The more upfront planning you do, the less likely you'll encounter those "unknown factors" that can inflate costs and extend timelines. A well-laid plan sets the stage for a smoother implementation process and better cost management.
The Role of Stakeholder Engagement
Stakeholder engagement isn't just a buzzword; it's a critical component for the success of your CRM project.
Sales teams, as we've mentioned, are often less accustomed to structured systems. Engaging them early in the process not only helps in customizing the CRM to fit their needs but also ensures better adoption rates.
When your team sees the tangible benefits a CRM system can offer, they're more likely to use it effectively, making your investment more worthwhile.
Future-Proofing Your Investment
While it's tempting to focus solely on immediate needs, a good CRM system should be scalable to adapt to your business as it grows.
Microsoft Dynamics Sales, for example, offers a range of add-ons and options that can be integrated as your needs evolve.
By considering future needs in your initial implementation, you can avoid the costs and hassles of migrating to a new system down the line.
CRM is Dead
As a point of clarification before we get too far, Microsoft killed the term “CRM”.
In their Dynamics 365 product lineup “CRM” used to encompass Sales, Marketing and Customer Service functionality all under a single license.
After years of development, software investment and feature enhancements, Microsoft split each functional area (Sales, Marketing or Customer Service) into its own software license.
For example, Microsoft Dynamics CRM functionality devoted to sales automation is now called Microsoft Dynamics Sales. Typically, when a client asks about costs for “CRM”, their journey starts with Sales Automation.
Therefore, this guide will attempt to break down costs for Microsoft Dynamics Sales for our small and mid-sized business clients.
To provide a comprehensive answer to the question, "What does Dynamics CRM cost?" I've divided this topic into a series of related blogs. Each blog will delve into one of the different cost categories you should consider when trying to answer the question “What does Dynamics CRM cost?”
Licensing Costs: These are the monthly fees that you will pay to Microsoft to use their cloud-based software.
Implementation Costs: These one-time expenses cover configuration, customization, training and deployment of the software.
Support Costs: Check out Our Optrua Care Plans. These plans cover the ongoing monthly costs to do updates, ongoing training, feature enhancements, and general maintenance to keep the system running at peak performance.
I would personally love to hear from you and would be honored to help you along your journey. — Ryan
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