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URL: https://www.microsoft.com/en-us/dynamics-365/solutions/crm/make-the-switch

⇱ Switch to Agentic CRM | Microsoft Dynamics 365

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Ready to switch to agentic CRM?

Switching is easier than you think and helps equip sales teams for the agentic era.  Dynamics 365 is a system of action—bringing AI agents, productivity apps, and CRM data together to help sellers focus on closing, not clicks.

Program benefits are subject to eligibility and requirements.
Why switch

Why sales leaders are switching to agentic CRM

  • Increase seller productivity as the CRM updates in real time. Instead of sellers spending time on notes and data entry after every interaction, agentic CRM captures meetings and customer signals as they happen—updating Dynamics 365 so sellers stay in the flow of selling.
    Sellers access the right data wherever they work
  • Agents can help reduce manual work across the sales cycle by supporting lead qualification, opportunity research, and next-best action recommendations. These capabilities drive more consistent deal progression and can contribute to increased revenue per seller.
    Agentic capabilities help drive growth
  • Underpinning Dynamics 365 is Microsoft’s unified platform that brings together security, governance, and AI to help organizations protect data, manage risk, and stay compliant across their AI workflows. Built-in controls and end-to-end visibility help teams monitor, detect, and respond to evolving risks while supporting responsible AI use.
Customer success

The proof is in the pipeline

“We’ve been on the journey with Microsoft after moving from Salesforce to Dynamics 365 Sales. We...look forward to the ability to scale our sales team with agents...”
Kyle Farmer, Vice President, Global Sales and Strategy, Lexmark
“The CRM platform has really improved the way we take care of our clients, our market capabilities, and digital offerings.”
Hillevi Agranius, Group CIO, Securitas
“By integrating Dynamics 365 Sales with Outlook and Teams, we...smoothly incorporate the new system into our daily work, a key point in its favor.”
Kazunari Sakai, CRM Promotion Group Leader, Digital Service Sales Division, Ricoh Japan
“We’re seeing the benefit of having one...global view to all activities...enabling better connections and an increase in sales productivity.”
Wei Bi, Business Strategy Senior Manager, Lenovo
“Dynamics 365...enables us to build stronger connections with our customers to better understand their needs, provide exceptional service, and uncover new business opportunities.”
Alnoor Jiwani, Group Head, IT & Ecommerce, Grand & Toy
Back to Customer success section
Microsoft ecosystem

A connected platform for agentic CRM

Microsoft delivers a trusted, enterprise-ready platform that helps organizations unify data, extend across ecosystems, and operate securely at scale—wherever teams work.

CRM

Enhance customer relationships across sales, marketing, and service with an agentic CRM solution.

Sales

Grow revenue by using AI and real-time insights to understand customers, personalize journeys, and close more deals.

Service

Create more lasting customer connections at every touchpoint while improving team processes and productivity with AI.

Dynamics 365 Sales

Help your sales teams strengthen relationships and close more deals.

Dynamics 365 Customer Insights

Understand your customers and create truly personalized experiences.

Dynamics 365 Contact Center

Engage customers with AI-first self-service that continuously improves.

Dynamics 365 Customer Service

Empower service reps to resolve issues quickly using generative AI and automation.

Dynamics 365 Field Service

Deliver exceptional service and improve customer experiences.

Microsoft Outlook

Efficiently manage emails, calendars, contacts, and tasks from one app.

Microsoft Teams

Chat, meet, call, and collaborate across your sales teams and connect with customers.

Microsoft Power BI

Connect and visualize all your customer and sales data on a unified, scalable platform.

Hear from customers who have made the switch to Dynamics 365

BNY, a 241-year-old financial services company, made the switch. Here’s why.

With Dynamics 365 Sales, learn how BNY focused on improving client experience, increasing visibility into their sales pipeline, and enhancing employee experience.

Lenovo and Eide Bailly made the switch to Dynamics 365 and haven’t looked back

Lenovo replaced their CRM with Dynamics 365, enabling sales to share real-time client data. Eide Bailly moved to Dynamics 365 and Power Platform to unify data and more.
Analyst insights

Recognized by top industry analysts

  • Find out why Microsoft was named a Leader in the 2025 Gartner® Magic Quadrant™ for Sales Force Automation Platforms.1
  • Find out why Microsoft was named a leader in The Forrester Wave™: Customer Service Solutions, Q1 2026.2
Resources

Explore resources to support your CRM migration

Contact us

Learn more about our products, discuss use cases, or get pricing information.

Available M-F 6 AM to 3 PM PT.

    Call (800) 642 7676
  1. [1]
    Gartner, Magic Quadrant for Sales Force Automation Platforms, Adnan Zijadic, Guy Wood, Steve Rietberg, Wendy Butler-Mafuz, 21 July 2025.

    GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and MAGIC QUADRANT is a registered trademark of Gartner, Inc. and/or its affiliates and are used herein with permission. All rights reserved.

    Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
  2. [2]
    The Forrester Wave™: Customer Service Solutions, Q1 2026, Kate Leggett, Linda Ivy-Rosser, Rich Saunders, Angela Lozada, March 11, 2026.

    Forrester does not endorse any company, product, brand, or service included in its research publications and does not advise any person to select the products or services of any company or brand based on the ratings included in such publications. Information is based on the best available resources. Opinions reflect judgment at the time and are subject to change. For more information, read about Forrester’s objectivity here.