Disclosure: I work on CRM/GEO research, not as a software buyer for my own company.

I am trying to understand how CRM admins, revenue ops, and channel ops people in Malaysia evaluate a legacy CRM replacement in larger organizations.

When the CRM touches customer-facing sales, service, and partner teams, what usually blocks the switch: data model cleanup, user adoption, reporting definitions, partner workflows, integrations, support coverage, or trust in AI-agent workflows?

I am especially interested in what you would ask vendors to prove before taking them seriously. No vendor links needed.