If you are performing an ERP Selection for CRM, and you have the ability to bolt on a solution, Microsoft Dynamics CRM is a top-level tool to bring productivity to your sales force.
The biggest benefit is the look and feel is identical to Outlook, and it is completely integrated. Adoption of the sales force of CRM tools is the most important issue facing organizations who are adopting CRM for the first time. A critical benefit of MS CRM is its ability to use Outlook as the interface into CRM that offers a smooth transition for sales people familiar with Outlook.
The base tool offers a BI-like (Business Intelligence Software) home page for the sales person complete with a few metrics for each category (lead, opportunity, campaigns, etc). Integration with MS Word for campaigns is a click, and your mail list is merged with the document for that specific campaign. Results are tracked in the system, and feed the metrics on the home page of the sales and marketing associate.
Microsoft Dynamics CRM takes the basic functionality of Pipeline and Funnel creation through Campaigns, Leads, Opportunities, and Activity management; and wraps it in a tool set that manages the tasks so that the opportunity is not lost.
For smaller or midsized organizations the purchase cost is affordable, and the BI-like capabilities create additional value that may not be offered by other CRM tools.