NetSuite CRM+ vs Zendesk comparison

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NetSuite CRM+

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Executive SummaryUpdated on Dec 19, 2024

NetSuite CRM+ and Zendesk are competitive products in the CRM and customer service space. Zendesk offers superior user experience and feature set, while NetSuite CRM+ excels in integration capabilities.

Features: NetSuite CRM+ has strong ERP integration capabilities, providing tools for sales forecasting, pipeline management, and comprehensive enterprise system integration. Zendesk offers an intuitive helpdesk, robust ticketing system, powerful live chat and phone support, focusing on customer service excellence.

Ease of Deployment and Customer Service: NetSuite CRM+ may take longer to set up due to its complexity but includes robust customer support channels. Zendesk provides a quicker, seamless deployment process with high-quality customer service, offering smoother onboarding for customer support-focused teams.

Pricing and ROI: NetSuite CRM+ involves a higher setup cost but delivers significant ROI through extensive integration capabilities. Zendesk offers a more budget-friendly setup, achieving faster returns with its efficient platform designed to enhance customer interactions.

To learn more, read our detailed NetSuite CRM+ vs. Zendesk Report (Updated: September 2025).

NetSuite CRM+ vs. Zendesk

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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

NetSuite CRM+

Ranking in CRM

30th

Average Rating

7.0

Reviews Sentiment

7.5

Number of Reviews

Ranking in other categories

Opportunity Management (12th)

Zendesk

Ranking in CRM

18th

Average Rating

8.2

Reviews Sentiment

6.7

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (6th), Help Desk Software (8th), IT Service Management (ITSM) (7th), Sales Force Automation (8th), Reporting (14th), Knowledge Management Software (4th), Community Platforms (2nd)

Mindshare comparison

As of October 2025, in the CRM category, the mindshare of NetSuite CRM+ is 0.7%, up from 0.7% compared to the previous year. The mindshare of Zendesk is 1.2%, down from 1.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Market Share Distribution
Product	Market Share (%)
Zendesk	1.2%
NetSuite CRM+	0.7%
Other	98.1%

CRM

Featured Reviews

Greg Jacob

Executive Consultant at Gemini Solutions Group

Streamlines collaboration across teams and has a straightforward setup process

The platform initiates a series of processes to complete the sale, which may involve ordering equipment, providing services, and tracking necessary activities. The feature that has been most effective in improving sales performance is its alignment with the ordering team. Compared to my experience working with HubSpot, which excelled in presales and marketing but lacked integration with ERP and post-sales processes, NetSuite CRM+ stands out for its ability to streamline collaboration and information sharing across teams. It facilitates post-sales engagement by effectively providing visibility into the bill of materials and assigning responsibilities. The platform is not highly customizable like Salesforce. However, it offers sufficient flexibility for our requirements. I can easily create different views and reports and add widgets to my home screen as needed. I rate it an eight out of ten.

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JohanSkibdahl

CEO at Etcetera Networks

Automating customer support with advanced AI capabilities and seamless communication

Zendesk has been invaluable in automating communications such as email and phone calls. It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities. This intelligent tool can manage complex queries before users even realize they are interacting with a non-human. Additionally, we have integrated Zendesk with Datto and Klaviyo, enhancing our workflows.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"We use the product for standard CRM functions like email marketing, account management, scheduling customer profiles, and marketing materials, and for integration with the Suite Commerce."

"NetSuite CRM+ helps us provide customer support and track schedules for field service."

"Very scalable solution that provides customer relationship management, sales, and marketing functions. It's very straightforward to set up, and it supports multi-subsidiary organizations."

"The feature that has been most effective in improving sales performance is its alignment with the ordering team."

"We rarely had issues with Zendesk."

"Zendesk has been invaluable in automating communications such as email and phone calls."

"It's very convenient to use."

"What is cool about Zendesk Guide is how it works together with others Zendesk products. Especially with support and with the analytics. Put those together for a small or medium-sized company and it's a really powerful tool."

"One of the most valuable features is that Zendesk gives you a lot of configurability, and a lot of leeway in terms of customizing the look and theme. Zendesk offers you the facility to design your own landing page, as well as the look and feel of the entire knowledge base. At the same time, they offer themes that you can simply purchase and implement. Either way, it can really be turned into the right look and feel of the knowledge base required by our company, which is very important—if you have a bland-looking page, most of the time, people will lose interest. Zendesk also allows you to test the customizations before you publish it. It gives you a sandbox location where you can test everything new that you're trying to create and publish, which is very interesting."

"The stability has been very good."

"I love how the tickets would auto-populate very quickly in Zendesk, especially when a call comes in."

"The most valuable features of Zendesk Support are collaboration, reports, and a self-service portal. The customer and team can see all the information needed from the portal."

More Zendesk pros

Cons

"The product or service could be improved by incorporating AI functionality to provide intuitive assistance."

"The product needs to improve the warehouse management feature."

"What could be improved in NetSuite CRM+ is its UI, because it's ugly. When you compare it to the Salesforce UI, the UI in Salesforce, particularly its reporting, looks better."

"NetSuite's field service automation should be updated. We should be able to fully automate the assignment of service orders to technicians."

"It wasn't easy to set up so we're only using a third of all of the features,"

"I'm going to piggyback on what I said regarding Freshdesk concerning what could be better in Zendesk: incorporate more AI."

"The support team is time-consuming, and they don't find the answer to our problem."

"You couldn't give administrative access to new hires."

"If I write an article, and I have a team of 30 people, and they all have a Zendesk account, when I write an article, I send them an email. "Hey guys, I just wrote this article. It's one of the most popular topics this month on which we are not covered. Please check it and make sure that you include it in your resolutions". The issue is, once I send it to those 30 people, and they open it, the next morning, that article is the most popular article."

"Zendesk Guide's customization could be improved. I would like it to be easier and maybe open-sourced, so that if you have a developer in your company, you can do it yourself. Right now, that isn't allowed, so you need to have it done via the integrator. Another improvement—this is nit-picking—is that it could be less easy to make changes. Some things are so easy that they sometimes look a little amateur-ish. Most of the templates are built-in so they can be used directly, so they are very simple."

"There could be improvements in integration, which can be achieved with APIs or tools like Zapier."

"The price of the solution should be reduced."

More Zendesk cons

Pricing and Cost Advice

"It ultimately depends on the features and functionalities required for your specific use case."

"Compared to other tools, you have to pay for the NetSuite CRM+ module itself. You will pay a recurring fee regardless of how many users you have, then you will pay a fee per user, per month. Its cost is not a licensing cost per user, but a module cost and a user cost."

"Zendesk's licensing is not cheap. For Enterprise, we are paying $200 per agent. It's a per-month cost, so it's pretty steep. There are some services you need to pay extra for. For example, with Zendesk Guide, we had to buy the most expensive offering in order to get Multibrand and everything. We also had to pay a lot of money for themes."

"There are different plans that are offered. We are using the entry-level plan. The overall price of the solution should be reduced. The price is too high."

"From what I hear, Zendesk's pricing is a little expensive."

"You have to pay extra for better support. So it's not only the license that you pay for, but you have to pay extra for the support as well."

"We pay for the solution on a yearly basis and my understanding is that the cost is about $30,000. That's the cost for 24 to 25 agents."

"The price is very competitive."

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Top Industries

By visitors reading reviews

No data available

Computer Software Company

21%

Manufacturing Company

Performing Arts

University

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

By reviewers
Company Size	Count
Small Business	29
Midsize Enterprise	20
Large Enterprise	11

Questions from the Community

What do you like most about NetSuite CRM+?

The feature that has been most effective in improving sales performance is its alignment with the ordering team.

What is your experience regarding pricing and costs for NetSuite CRM+?

In terms of competitiveness, both NetSuite and HubSpot may offer different pricing tiers and packages to cater to various budgets and preferences. HubSpot tends to be less expensive than other opti...

What needs improvement with NetSuite CRM+?

The product or service could be improved by incorporating AI functionality to provide intuitive assistance. There may be room for enhancement in tracking historical contacts from a sales perspectiv...

What do you like most about Zendesk Support?

I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to ...

What is your experience regarding pricing and costs for Zendesk Support?

Zendesk's pricing is reasonable. It is not the cheapest solution nor the most expensive, but it provides value for money.

What needs improvement with Zendesk Support?

I'm going to piggyback on what I said regarding Freshdesk concerning what could be better in Zendesk: incorporate more AI. I know many CRM tools are already on the way to do that.

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Product Reports

CRM

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Also Known As

No data available

Zendesk Support, Zendesk Guide, Zendesk Sell

Overview

NetSuite CRM+ delivers powerful Customer Relationship Management (CRM) capabilities, including Sales Force Automation (SFA), marketing automation, customer support and service, ecommerce and flexible customization, all in a single cloud CRM solution. And unlike typical CRM solutions, NetSuite CRM+ includes powerful sales performance management, order management and partner management.

NetSuite

Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.

Sample Customers

2Pure, Accuvant, Adtegrity, Advantage Sign Supply, Bonneville Environmental Foundation, CallidusCloud, Capitol Coffee Systems, Cardinal Path

Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber

NetSuite CRM+ vs. Zendesk