How to Evaluate CRMs After Zendesk Sell: Features That Matter Most

How to Evaluate CRMs After Zendesk Sell: Features That Matter Most

Posted September 16, 2025 in Technology by

With Zendesk Sell set to retire on August 31, 2027, businesses that rely on it need to start evaluating a new CRM. But the market is crowded, from Pipedrive to HubSpot to Salesforce and beyond.

So how do you know which CRM is the right fit? The answer lies in focusing on the features that matter most for long-term success.

This post walks through a CRM evaluation checklist to guide your decision.

CRM Evaluation Checklist: 5 Features That Matter Most

When comparing Zendesk Sell alternatives, look beyond price tags and marketing claims. Use this checklist to evaluate CRMs against your business needs.

1. Reporting & Analytics

Why it matters:

  • Sales leaders need accurate, real-time visibility into pipeline health, deal velocity, and revenue forecasts.

  • Poor reporting leads to misaligned expectations and missed opportunities.

What to look for:

  • Customizable dashboards.

  • Forecasting tools with drill-down by rep, team, or territory.

  • Easy export and sharing options.

  • AI-driven insights (e.g., win probability, pipeline health scores).

2. Automation

Why it matters:

  • Manual data entry and follow-ups waste valuable selling time.

  • Automations increase consistency and reduce errors.

What to look for:

  • Automated task creation from emails, calls, or meetings.

  • Workflow builders for lead routing, deal stages, and approvals.

  • Email sequences and reminders.

  • Cross-team automations (sales ↔ marketing ↔ service).

3. Integrations

Why it matters:

  • Your CRM should connect with the tools your team already uses (support, marketing automation, ERP, finance).

  • A disconnected CRM = siloed data and frustrated reps.

What to look for:

  • Open API and app marketplace.

  • Native integrations with Zendesk Support (if you’re staying on Zendesk for service).

  • Sync with marketing tools (HubSpot, Marketo, Mailchimp).

  • Connections to billing/finance (QuickBooks, Xero).

4. Mobile Access

Why it matters:

  • Reps often update deals, log calls, or check pipeline on the go.

  • A poor mobile app leads to incomplete data and lower adoption.

What to look for:

  • Full-featured mobile apps (iOS and Android).

  • Offline mode with auto-sync.

  • Call logging and note capture directly from the app.

  • Push notifications for tasks, follow-ups, and deal changes.

5. Artificial Intelligence (AI)

Why it matters:

  • AI is rapidly transforming CRMs from record-keeping systems into proactive sales assistants.

  • Choosing a CRM without AI capabilities risks falling behind.

What to look for:

  • Predictive lead scoring and deal insights.

  • AI-powered email suggestions and automation.

  • Conversation intelligence (call transcriptions, coaching insights).

  • Generative AI for drafting emails, proposals, or reports.

Bonus Considerations

In addition to the core five, you may also want to evaluate:

  • Scalability: Can the CRM grow with your team?

  • Customization: Can you tailor fields, workflows, and dashboards to your process?

  • User Experience: Will reps actually enjoy using it?

  • Support & Training: Does the vendor offer onboarding and adoption resources?

Final Thoughts

Choosing a new CRM after Zendesk Sell isn’t just about replacing what you had, it’s about upgrading to a system that fits your future. By focusing on reporting, automation, integrations, mobile, and AI, you’ll identify the platforms that will deliver real business value.

Start with this checklist, demo your top candidates, and involve your sales team early. The sooner you evaluate, the smoother your migration will be before Zendesk Sell sunsets in 2027.

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