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Paco, don't worry about the previous question. I didn't realise that Dynamics Marketing is actually a separate instance of CRM that has the ability to connect an the existing instance of CRM via a connector. I thought it is 'embedded' as a solution into an existing instance.

Hi Paco,

If we have an on-premise CRM 2013, could you please confirm the cost to use Dynamics Marketing? Is it $125/user/month similar to the Online offerings? I'm assuming we only need to buy the license for certain users that will use the features, not all users in the system?

Thanks

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@   rmcanally65-

Thank you for your question.  Your approach is correct.  You can order 10 for Enterprise and that will cover your needs for 5 Marketing and 5 for Service Desk.  In Volume Licensing, if you already have 20 Professional users, you can step-up 10 of those from Professional into Enterprise.

Paco:

Just as a clarification:  the Enterprise user level is the same as the other three tiers?  That is, if I have an org of 100 users (let's say, 30 as Essential, 50 at Basic and 20 at Professional) and of the 20 at Professional, I need 5 in Marketing and 5 on the Service Desk.

This would be:

  * 30 @ Essential

  * 50 @ Basic

  * 10 @ Professional

  * 10 @ Enterprise

Is this correct?

@JP909-

Thank you so much for being our customer and for sharing your perspective.  While we did feature these pricing changes in our press release for Convergence, our annual conference, it is true that blogs are sometimes difficult to find and are somewhat limited in addressing specific customer situations. Our goal is to be clear, open and transparent with our approach to pricing and we will certainly consider your feedback in our future communications. Our press release is here:

www.microsoft.com/.../03-04convergence2014pr.aspx

Given the increased value and capabilities we are delivering in our Spring Release ’14, there are changes that require clarification for our existing customers.  It’s probably best that I explain these changes based on the roles that can take advantage of specific capabilities in the release, hoping that this can help you better assess your situation:

1) For marketing professionals, we are including Microsoft Social Listening for customers with ten or more Professional licenses at no additional license charge (a company with ten or more Professional licenses does not need to add $65 + $100, as Social Listening is included in CRM Online Professional).  Customers with less than ten Professional users can buy individual user licenses for Microsoft Social Listening at $100 per user per month.

Advanced marketing users will take advantage of the new capabilities from Dynamics Marketing that we include in CRM Online Enterprise at $200 per user per month.  Please note that this price also includes social listening capabilities, so there is no need to add $100 + $200, as CRM Online Enterprise includes capabilities from Microsoft Social Listening and Dynamics Marketing.  There is no user minimum required to get social listening capabilities in CRM Online Enterprise.

2) Similarly, for customer service professionals, as part of this release we are delivering more value at the Professional level for the same price.  This release includes new capabilities for enterprise case management such as service level agreements, entitlements, and case mobility.  These features are available to our on-premises customers and online customers at no additional license charge.

For customer care professionals that want to take advantage of the new Unified Service Desk and who can benefit from our Parature offer, we recommend the CRM Online Enterprise level at $200 per user per month.

I hope this helps address your questions and again, thank you for your feedback.

Paco Contreras

(*) Microsoft Dynamics CRM Online list prices shown per user per month in USD, actual pricing might vary by geography. Other fees may apply for add-on services such as additional storage, testing and production instances. Prices are exclusive of any fees you may incur to procure Internet connectivity.

I'm responsible for CRM for a business with less than 10 users, using Dynamics Online and I've got to say that your approach to pricing is appalling, and your product launch communications are terrible.

For the last few months you've been talking about the exciting features in the Spring '14 update. We've been getting excited too. It was implied that these features were part of CRM Online and at no point during these comms did you mention additional costs. Today, I received your latest communication (which was riddled with factual errors) and I've finally landed here. I've now discovered that if we'd like to take advantage of these features our per-user charge jumps from $65 to $300 per month ($200 Enterprise + $100 social listening). And by the way, who in their right mind uses a blog post buried away on a community site to announce pricing changes?

From the outside, as an end user and an experienced product manager, it would appear that you have some major internal conflicts and/or lack of focus which are leading to disturbing inconsistencies in your go-to-market operations. As a fee-paying user of Dynamics I feel neglected and isolated. If I still was a product manager working for my previous top-10 tech firm, I would have been asked to leave the organisation for delivering such lacklustre performance.

Microsoft need to understand that if they want to compete in the delivery of cloud CRM they need to look at their pricing and support models: the world has changed since the age of on-premises volume licensing. I do not understand how you will ever take market share from Salesforce with such an un-coordinated and unprofessional approach to product management. I, for one, will now be reconsidering Salesforce's offering.

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