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CRM User Experience Showdown: HubSpot, Zoho, Microsoft Dynamics 365, and Pipedrive Compared



CRM user experience showdown

You must be exhausted😫from switching between apps, searching through notes, or missing important information while doing meaningful work. 

You don’t have to worry anymore; we have a perfect solution called CRM software, such as HubSpot, Zoho, Microsoft Dynamics, and Pipedrive. 

With its advanced features like integration and user-friendly interface, CRM software will help you eliminate the need to switch between apps, enhancing your customers’ experience. It is crucial for improving customer service, retention, and sales growth.

HubSpot and Zoho are CRM platforms focused on inbound sales and offer CRM solutions with diverse business applications. Likewise, Microsoft Dynamics 365 is a CRM suite that integrates with other Microsoft products and services. In contrast, Pipedrive is sales-focused with a user-friendly interface and effective pipeline management. 

This blog will give you in-depth knowledge about CRM software like HubSpot, Zoho, Microsoft Dynamics, and Pipedrive, along with what it does, its importance, the user’s experience with CRM, comparison among them, mobile accessibility, integration capabilities, pricing, and support. 

So, without wasting time, let’s delve into this KrispCall web blog.


  • CRM user experience refers to the user’s interaction with a CRM system, including interface design, usability, functionality, performance, customization, and more.
  • User experiences are important in customer relationship management for many reasons, including ease of use, adoption and engagement, data quality and integrity, customer satisfaction, and more.
  • HubSpot, Zoho, Microsoft Dynamics, and Pipedrive are some CRM software that provides several features with advantages and limitations.
  • Moreover, all these CRM software, HubSpot, Zoho, Microsoft Dynamics, and Pipedrive, offer different pricing plans according to the business requirements.

What Does CRM User Experience Mean?

CRM user experience means the user’s experience in interacting with a Customer Relationship Management (CRM) system, which includes aspects like interface design, ease of use, functionality, performance, Customization, training, support, mobile experience, and integration.

The CRM user experience aims to ensure that users, like managers and sales representatives, can successfully navigate the CRM software to manage customer relationships and increase productivity.

In the same way, a good CRM user experience prioritizes efficiency, simplicity, and awareness. Likewise, it includes a thoughtfully designed user interface that is simple to use, straightforward labeling, and user-friendly workflows that reduce users’ learning curve.

Moreover, it provides features like lead tracking, contact management, and sales pipeline management, which helps users customize the functionality according to their needs, reducing unnecessary complexity.

Importance of User Experience in Customer Relationship Management

Importance of User Experience in Customer Relationship Management

If you are running a business, you must make your users feel good about using your product, that is, user experience. Customer Relationship Management tools enhance user experiences that will help your business grow and get positive reviews. Some of the reasons that user experience is essential in customer relationship management are:

  • Ease of Use: Most users prefer software with a simple design that is easy to use. Similarly, a CRM system with a well-designed user interface and simple-to-use navigation helps your business complete tasks more efficiently. This increases productivity because users spend less time learning how to use the system and focusing more on their primary responsibilities.
  • Adoption and Engagement:  When it comes to user engagement in software, a positive user experience encourages higher employee engagement rates. When a user-friendly CRM system provides value in streamlining processes, employees are more likely to engage with it actively, ensuring that data is consistently updated and accurate.
  • Data Quality and Integrity: When users find a CRM easy to use, they are more likely to enter data correctly and consistently. This results in an organized and more reliable customer database, which generates valuable insights.
  • User Satisfaction: When it comes to user satisfaction, a user-friendly CRM system minimizes the user’s stress and irritation, resulting in improved job satisfaction. In addition, users motivated by their CRM system are likely to stay with the company and become skilled, improving overall team performance.
  • Mobile Accessibility: Nowadays, the popularity of remote work is increasing, and mobile CRM interfaces are critical to accessing information. So, a smooth mobile experience allows users to access essential data and complete tasks anywhere and anytime.
  • Competitive Advantage: Users have the resources to give outstanding customer service, which benefits the brand. Similarly, an enjoyable client experience promotes loyalty and future business. A user-friendly CRM can be a significant differentiation in today’s competitive environment.
🔍 Also Read: Best Customer Experience Platforms

Comparison of CRM Based on User Experience

FeaturesHubSpotZohoMicrosoft DynamicsPipedrive
DesignClean, modern, simpleClean, professional, may require some adjustmentModern design that integrates with Microsoft products might feel complex for non-technical usersSimple, visually appealing, and focused on the sales pipeline
NavigationEasy to navigate, drag-and-drop functionalityStraightforward navigation, some features might require additional clicksThe extensive features may result in a longer learning process.Highly intuitive, designed for quick access to pipeline stages
CustomizationExtensive customization options for dashboards, workflows, and reportsModerate customization options for fields, views, and workflowsLimited customization compared to others, focuses on pre-built featuresLimited customization options focused on pipeline view
Mobile appStable mobile app with access to most functionsComprehensive mobile app with on-the-go access to crucial CRM featuresA mobile app offers core CRM features, but customization might be limitedAn excellent mobile app designed for salespeople focuses on deal management
Learning processRelatively easy to learn and useThere is a moderate learning process; some features may require research.The complexity of the features leads to a more challenging learning process.Very user-friendly, ideal for sales teams focused on pipelines


HubSpot is considered one of the best cloud-based CRM software for companies, helping you to attract, interact with, and satisfy customers. It also provides CRM, marketing, sales, and customer service tools that help businesses close deals, nurture leads, and deliver great customer experiences.

Overview of HubSpot’s user interface and design

HubSpot’s user interface and design are clean and straightforward that prioritizes simplicity and usability, making your working experience smooth. Similarly, this design helps users navigate through organized menus and categories and access tools like Marketing Hub, Sales Hub, and Service Hub. 

Other interfaces usually do not allow users to customize their interfaces, but HubSpot enables you to customize the interface according to your business needs. For example, you can use a drag-and-drop option to simplify content creation.

Key features and their impact on user experience

Some of the key features of HubSpot and their impact on user experience are:

  • Clean and Simple Interface: When you provide your customers with something clear and easy to understand, they will automatically find the interface easy to use and improve their experience.
  • Drag-and-Drop functionality: This feature will allow users to easily customize the dashboards, reports, and workflows according to their needs, which will increase productivity and give users a sense of control.
  • Integrated Marketing and Sales Tools: HubSpot is integrated with several third-party applications that eliminate switching between multiple platforms, making users’ workflow more accessible and saving time for a smoother user experience.
  • Visual Reporting and Analytics: User reports and performance analysis are crucial for any business to make data easily understandable and actionable. Similarly, this feature allows users to make data-driven decisions and optimize efforts easily.

Advantages and limitations in the context of user experience

When you are planning to grow your business and improve the user experience using CRM software, it may help you in certain situations and give you advantages, but with advantages also come limitations. 

Below are some advantages and limitations in the context of user experience:


  • Simple Interface: HubSpot provides a user-friendly interface that is easy to use, reduces the learning curve for new users, and improves overall usability.
  • Comprehensive Features: It provides several features that will help your business in marketing, sales, and customer service, allowing users to manage all aspects of customer relationships within a single platform.
  • Customization Options: Every user or customer has their own needs and requirements. So, to accommodate demanding customer changes, HubSpot offers a customizable option to customize your workspace, reports, and dashboards.
  • Integration Capabilities: HubSpot helps you and your business grow seamlessly by integrating with various third-party applications and services. It also enables the users to connect their favorite tools and streamline workflows.


  • Cost: If you are running a small or medium-scale business, your budget is limited to a specific range. Hence, HubSpot only offers access to advanced features and functionality at a high price, which is one limitation.
  • Complexity for New Users: New users often get confused when using a new system. Similarly, mastering all its features and functionalities may require time and training for new users in HubSpot.
  • More options: HubSpot offers many features and customization options to help your business grow. But, sometimes, having more options can be very confusing, and some cannot decide what to do and what not to do.
  • Dependency on Internet Connectivity: As you know, HubSpot is a cloud-based platform. Therefore, users must have internet access to access and utilize the platform. This might be a restriction in places with insufficient internet connectivity or network failures.


Zoho is cloud-based software that helps companies of all sizes. It offers a suite of productivity, collaboration, and business management applications. Its primary focus is providing Customer relationship management tools for businesses to manage various aspects and carry out operations efficiently.

Overview of Zoho’s User Interface and Design

Zoho’s User interface and Design is easy to use. Customers new to this platform can easily understand and use the website, as each detail is simple and clean. Moreover, modern aesthetics frequently characterize the design, emphasizing usability and accessibility.

Key Features and Impact on User Experience

Running a small business is easy and integrating it with CRM software and utilizing its features will automatically impact it and result in the growth and expansion of your business. 

Some of the features, along with their impact on user experience, are:

  • Integrated Suite: Zoho is a comprehensive suite of applications, including CRM, project management, email marketing, and accounting, that will help users quickly establish their businesses in a competitive market.
  • Customization: Different customers have different choices, and they offer extensive customization options, enabling users to customize the software according to their business needs.
  • Automation: Zoho software includes automation capabilities, allowing users business to streamline repetitive tasks and workflows.
  • Collaboration: Zoho’s integration with third-party applications will let users and their businesses focus on teamwork and user communication using different software. 

Advantages and limitations in the context of user experience

CRM software may be helpful in some circumstances and provide advantages over traditional approaches when you plan to grow your company and enhance user experience; however, there are also some limitations. The following are a few advantages and limitations related to user experience:


  • Wide range of features: Zoho CRM software offers you a comprehensive suite of features designed to meet a variety of business needs for your company.
  • Simple Interface: A simple and understandable UI design encourages users to use the software more often and helps users understand the process quickly so that users can take advantage of the Zoho CRM platform to increase sales.
  • Customization: Extensive customization options allow you to customize the software according to your business’s specific customer requirements.
  • Strong integrations: Zoho’s automation features and integration with third-party tools let you simplify workflows and increase efficiency in your business.


  • Complexity: New users will encounter a learning process, particularly if unfamiliar with similar software suites.
  • Limited offline functionality: Some users may find customization options overwhelming, but full functionality won’t work without the internet.
  • Limitations on integration: Integration with third-party tools may sometimes be limited, requiring alternatives for specific functionalities.

Customer testimonials in case of user experience

Many customers have given Zoho positive feedback regarding its user experience. Testimonials frequently highlight the user-friendly interface, seamless application integration, and time-saving automation features. 

Nevertheless, particular statements might change based on user experiences and business requirements.

Microsoft Dynamics 365

Microsoft Dynamics 365 is a comprehensive suite of business applications that integrates and streamlines various aspects of a company’s operations, such as sales, marketing, customer service, finance, operations, and more. 

Overview of Microsoft Dynamics 365’s user interface and design

Microsoft Dynamics 365’s user interface and design are clean and straightforward that prioritizes simplicity and usability, making your working experience smooth. Similarly, its layout is modern and flexible, enabling users to customize the interface to meet their requirements and preferences. 

Key features and their impact on user experience

Some of the key features of Microsoft Dynamics 365 include:

  • Unified Data Management: This feature allows users to get a unified view of their business processes and allows seamless integration across departments by integrating data from multiple sources.
  • AI-Driven Insights: Users can make more informed decisions and improve business outcomes with the artificial intelligence (AI) platform.
  • Scalability and Flexibility: Dynamics 365 is highly scalable that allow your businesses to adapt and expand as their requirements change quickly. It provides various flexible deployment options, including cloud and on-premises solutions.

Advantages and limitations in the context of user experience

Some of the advantages and limitations of Microsoft Dynamics 365 in the context of user experience are:


  • Simple User Interface: A simple and understandable UI design encourages users to use the software more frequently. It helps them understand the process quickly, allowing them to utilize the Microsoft Dynamics 365 CRM platform to boost sales. 
  • Customization: Users can customize the platform to meet their business needs and workflows, increasing efficiency and productivity as their needs change.
  • Unified platform: Users can take advantage and improve collaboration and decision-making with their team members by implementing centralized data management and departmental integration rather than constantly switching screens.


  • Complexity: For those with limited technical knowledge of Dynamics 365, its complexity can be challenging for some users as Dynamics 365 has many features.
  • Cost:  If you are running a small or medium-scale business, your budget is limited to a specific range. Hence, Microsoft Dynamics 365 only offers access to advanced features and functionality at a high price, which is one limitation.


Pipedrive is popular customer relationship management (CRM) software that helps you and your sales teams to manage leads and deals more efficiently. It also provides a simplified platform for organizing, tracking, and communicating with prospects and customers throughout the sales period.

Overview of Pipedrive’s user interface and design

You must be familiar with CRM software’s UI designs as they all have simple and straightforward designs. The same applies to Pipedrive’s user interface as it prioritizes simplicity and usability, making it easy for users to navigate. Its design is specific to sales professionals, providing quick access to key features and information while minimizing mess.

Key features and their impact on user experience

Some of the key features of Pipedrive and their impact on user experience include:

  • Visual Pipeline Management: Every business wants to eliminate the small possible errors. However, Pipedrive’s visual pipeline management feature allows users to drag and drop an interface representing their sales pipeline. This eliminates confusion, minimizes manual data entry, and makes the interface easy to understand.
  • Activity Tracking: When you run a company, you must track the activities of every staff and their tasks. Similarly, Pipedrive allows users to set deadlines, schedule calls, and track email interactions, ensuring important follow-ups are tracked. Similarly, these features help users stay organized and prioritize their tasks effectively.
  • Sales Reporting and Analytics: In business, reports and analytics play an important role in making decisions. Pipedrive offers robust reporting and analytics tools that help users gain insights into their sales performance and identify areas for improvement. In addition, this data-driven approach enables you and your business to make more informed decisions and improve their sales strategies.
  • Integration Capabilities: Every business has its own set of rules and regulations while collaborating with other companies. Correspondingly, Pipedrive allows users to create a personalized environment that integrates with various third-party tools and services, such as email marketing platforms, calendar apps, and accounting software, increasing its functionality and versatility.

Advantages and limitations in the context of user experience

Some of the advantages and limitations of Pipedrive in the context of user experience are mentioned below:


  • Simple and Intuitive Interface: Pipedrive offers users a simple and clean UI design so that users can easily understand the system with minimal learning process and time. Also, drag-and-drop functionality allows users to manage pipelines, even for non-technical users.
  • Mobile Accessibility: Users can find highly-rated mobile apps for iOS and Android devices that help them manage their pipelines and access key CRM functionalities like updating deals, and making calls, allowing their businesses to manage sales activities from anywhere.
  • Activity Management and Reminders: Pipedrive allows users to manage their activity and also remind them about deadlines, schedule calls, and track email interactions so that they don’t miss an important meeting.


  • Limited Automation: Pipedrive may not be as strong as other CRM platforms, but it includes some automation features, such as email tracking and task reminders, which can help your business in certain things.
  • Advanced Features: With Pipedrive, you also get certain advanced features, such as workflow automation and advanced reporting, that may necessitate additional integrations or upgrades. Likewise, it also potentially increases user costs.

Customer testimonials in case of user experience:

According to Trustpilot, Pipedrive has an average rating of 4.5 from its users. Overall, Pipedrive has received positive feedback from its users, with some highlighting how user-friendly the interface is. However, rising plan prices were among the most frequently expressed customer concerns. 

👍 You May Also Like: Intelligent Customer Experience (ICX)

Beyond User Experience: Additional Comparison Factors

If you use CRM software for your business, usability and user interface design are not the only factors that make the user experience satisfactory. While UX is concerned with how users interact with and understand a product, there are factors beyond UX that affect overall satisfaction, effectiveness, and value.

Mobile Accessibility

  • HubSpot offers a comprehensive mobile application and access to most CRM functionalities.
  • Zoho also has a mobile application that provides active access to leads, contacts, deals, and more.
  • Microsoft Dynamics 365 provides a mobile app with core CRM features, but customization options might be limited.
  • Pipedrive is a highly-rated mobile app specially designed for salespeople, focusing on deal pipeline management.

Integration Capabilities

  • HubSpot: It integrates seamlessly with other HubSpot products, such as a marketing hub, sales hub, service hub, content hub, operations hub, commerce hub, and several third-party apps.
  • Zoho: With an extensive collection of applications for integrated business solutions, it connects to various external tools like Yahoo, Echosign, and Flickr.
  • Microsoft Dynamics 365: Microsoft Dynamics 365 integrates smoothly with other Microsoft products and services, including Office 365 and Power BI
  • Pipedrive: Slack, Trello, and QuickBooks are some of the essential integrations that Pipedrive delivers, but additional tools may be required for more advanced functionality.


Pricing PlansHubSpotZohoMicrosoft Dynamics 365Pipedrive
FreeLimited features for unlimited usersLimited features for up to 3 usersN/ABasic pipeline management
Basic/ Starter$15 per month (Billed Annually) $12 per Organization per Month (Billed Annually)$65 per user/month$15/user
Professional $90 per month (Billed Annually)$30 per Organization per Month (Billed Annually)$95 per user/month$29/user
Enterprise$50 per Organization per Month (Billed Annually)$135per user/month$119/user

Customer Support

  1. HubSpot: HubSpot is known for providing excellent customer service through various channels, including live chat, email, and phone. 
  1. Zoho: Zoho offers comprehensive support options, including phone, email, and online resources.
  1. Microsoft Dynamics 365: Microsoft Dynamics 365 support options differ based on the Dynamics 365 product and license agreement.
  1. Pipedrive: Pipedrive provides email and live chat support, informational resources, and self-service tools.

Overall, the best CRM depends on your specific requirements and priorities. You must also consider your budget, team size, desired functionalities, and the value of mobile accessibility and integrations.

Final Thoughts

Combining your business with CRM systems significantly improves the effectiveness of customer relationship management. Moreover, integrating CRM systems with other business applications allows you to merge all customer data in one place. By bringing information together, teams can work more efficiently without having to work harder.

Furthermore, to find the best CRM software, you must consider your business’s specifics, needs, and CRM features such as contact management, integrations and automation, and customer support.

To help you with such CRM features and take your business to new heights, KrispCall can be the best cloud telephony solution for every modern business. It integrates with CRMs like HubSpot, Zoho, Microsoft Dynamics 365, and Pipedrive, allowing you to call and manage customer data from a single interface.


Is Pipedrive a good CRM?

Yes, Pipedrive is considered a good CRM tool, especially for small and medium-scale businesses.

What is the difference between HubSpot and Zoho?

The differences between HubSpot and Zoho are:

HubSpot is mainly used by small to medium-sized businesses and startups.Zoho is used by companies of all sizes, from startups to enterprises.
HubSpot has a premium model with paid plans for additional features.Zoho offers free plans and paid plans that provide different levels of functionality.
It offers a feature set for robust marketing automation tools and comprehensive sales and customer service functionality.It offers many features beyond basic CRM, including project and inventory management.
HubSpot has an easy and user-friendly interface.Zoho allows you to customize the interface with extensive customization options.

Which is better, HubSpot or Pipedrive?

HubSpot and Pipedrive are both popular CRM tools that differ from each other. So, saying one is better would be unrealistic as both depend on your business preferences, specific needs, and priorities. 

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Dinesh Silwal

Dinesh Silwal is the Co-Founder and Co-CEO of KrispCall. For the past few years, he has been advancing and innovating in the cloud telephony industry, using AI to enhance and improve telephony solutions, and driving KrispCall to the forefront of the field.

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