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HubSpot CRM

Score8.4 out of 10

5,522 Reviews and Ratings

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What is HubSpot CRM?

HubSpot’s CRM enables growth-minded businesses to optimize their relationships with leads and customers. Through harnessing the power of carefully crafted sales, marketing, customer service, content management, and operations tools, the software aims to make it easy to unify team strategy and drive conversion. Additionally, the software allows users to connect with over 875 integration apps, APIs, and solutions partners to create a customizable user experience that suits the way teams work. HubSpot is presented as an ideal solution to help scale a business, for small to enterprise-level businesses alike.

Categories & Use Cases

Media

Screenshot of Store, track, manage, and report on the deals (sometimes referred to as “opportunities”) your sales team is working.
Screenshot of Our contact record enables your team to record and retrieve information on anyone your business interacts with, helping everyone to stay on the same page.
Screenshot of The product library gives you visibility into the goods and services you sell, then associates them with individual deals. With products, you can easily track what you're selling to your customers and from what channels.

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Screenshot of Store, track, manage, and report on the deals (sometimes referred to as “opportunities”) your sales team is working.

HubSpot CRM Key Features

Learn about the best (and worst!) features HubSpot CRM has to offer, as determined by TrustRadius' reviewers.
Based on 5,522 ratings of HubSpot CRM's features
View all HubSpot CRM features

Top Performing Features

  • Single sign-on capability

    The software system supports a centralized authentication mechanism allowing the user to access multiple systems with a single, centrally managed password.

    Category average: 8.7

  • Role-based user permissions

    Permissions to perform actions or access or modify data are assigned to roles, which are then assigned to users, reducing complexity of administration.

    Category average: 8.7

  • Customer data management / contact management

    The software acts as a single source for all customer data and enables users to access that data efficiently.

    Category average: 8.6

Areas for Improvement

  • Call center management

    This includes features such as call routing, recording and monitoring; call list management; autodialing; and scripting.

    Category average: 7.9

  • Scripting environment

    Technical users can write, run, and test scripts that automate common tasks or business rules via a standard or vendor custom programming language.

    Category average: 7.7

  • Territory management

    Users can defines salesperson territories based on customer or market characteristics.

    Category average: 7.4

Who Buys & Uses HubSpot CRM

Most Frequent Users

Top 3 industries using HubSpot CRM.

Based on HG Insights installation data
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#1 most frequent

Professional, Scientific, and Technical Services

25.4%

10,549 installations of 41,520

“It's widely used, to be honest, because it's not only a system for tracking your leads, contacts, and clients (communication-wise), but also for creating reports, worklists, and tasks (and tracking how these tasks move forward).”

— Senior Success Manager, MGID Inc. (Mid-sized Companies)
Verified Review
#2 most frequent

Information

14.7%

6,085 installations of 41,520

“I use HubSpot CRM to record all my leads and prospects and to maintain sales data for each lead & account. The product makes tracking and maintaining leads super easy for my organization. It helps in managing customer relationships, follow ups and deals.”

— Galen, GalenAI (Small Businesses)
Verified Review
#3 most frequent

Manufacturing

9.7%

4,041 installations of 41,520

HubSpot CRM Reviews

What users are saying about HubSpot CRM.
View all HubSpot CRM reviews

Pros

  • Automates sales and marketing workflows effectively
  • Centralizes contact and customer data into a single source
  • Provides seamless integrations with essential business tools

Cons

  • Limited flexibility and depth in reporting features, especially advanced ones
  • Higher-cost tiers often required for essential advanced functionalities
  • Overall pricing structure can become expensive with increased users/features

HubSpot CRM Connects People with Processes to Drive Performance Results

Incentivized
Nicholas WiselView profile
Vice President of HR in Human Resources at Circle Logistics, Inc (501-1000 employees)

Use Cases and Deployment Scope

We use HubSpot CRM as a centralized platform to strengthen how we manage customer relationships, sales activity, pipeline visibility, and business development across the organization. We also utilize the program for our Recruiting department's email drip campaigns and direct outreach to high profile and experienced candidates. From a business perspective, HubSpot CRM addresses several key challenges: fragmented customer information, inconsistent sales processes, limited visibility into pipeline activity, and the need for greater accountability around customer and prospect engagement.

Pros

  • Keeping our sales leads organized and tracking engagement of those leads.
  • Allowing you to build sales CRM pipeline rules to ensure fair competition for sales contacts.
  • Creating detailed and well-structured email drip campaigns that can be concise in their targeting.

Cons

  • The functions we utilize for recruiting could be more robustly built out so that you could do very detailed categorization of candidates that would function close to a full ATS system.
  • HubSpot CRM fully add and market a Recruiting ATS portion of their program. HubSpot CRM has such great framework they could have an amazing ATS system that is built for companies that take a sales minded approach to Recruiting.
  • The Sales side of the CRM is really a "Chef's Kiss" as it is, but continuing to grow AI capabilities to serve as assistants to the sales rep's is where I see their greatest opportunity to improve for the future.

Return on Investment

  • We have grown our sales revenue by 600 million over 6 years.
  • We have grown our staff count from 200-850.
  • We have gained countless hours in efficiency back for our operation across the company for all of our sales roles.
  • Our employees are better at staying on task and focused based on how well HubSpot CRM organizes their workflow, which ultimately results in sales & staff growth.

Usability

Alternatives Considered

Bluebirds by Salesforce and Bullhorn ATS & CRM

Other Software Used

SmartRecruiters, now part of SAP SuccessFactors, Gong, Insightful

Intuitive Powerful and Built for Seamless Collaboration

Incentivized
Manit Ahuja
Brand & Marketing Strategist in Marketing at Hack2skill (51-200 employees)

Use Cases and Deployment Scope

I work in a Marketing department and I use HubSpot CRM for two things, Marketing automation and Analytics and Reporting. This helps me create the automation within HubSpot CRM itself. I have created a landing page that consists of multiple forms and once the user fills the form, it hits the trigger and automation starts working and people start receiving mails and with that the funnel works and with Analytics and Reporting, I have connected social media platforms to track the metrics and also the funnel, how many users came to the landing page and filled the form.

Pros

  • With a unified workflow, we can effortlessly update contact records, generate sales deals, and dispatch personalized marketing emails.
  • With Breeze AI, I can easily automate tasks by giving it the proper prompt. It doesn’t generate random text. It helps in managing tasks.

Cons

  • Sometimes it becomes difficult to find right options or tools while building something. So there should be an AI suggestion or something that predicts on the basis of your pattern like how you use the product.

Return on Investment

  • Since we are not expecting any revenue from this platform, the one thing that helps us is, you know, tracking all sorts of marketing activities that we are doing for our company, whether in terms of, you know, doing paid marketing or organic marketing. So it helps in, you know, getting all the proper reporting where we can just get the insights, and then if we think that the things are not working, we can just immediately take action and then start rework towards it.
  • Maybe in the future, return on investment definitely comes up when you know the sales team starts utilizing it as the SQL thing. Even though we came up with MQL, this is not necessarily related to getting them converted into businesses. Sometimes it happens in terms of getting registration through any program which we are running, whether it is, you know, some tech related or some initiatives which you are putting up.

Usability

Alternatives Considered

Zoho CRM

Other Software Used

Zapier, Typeform, Klaviyo

Customizable robust CRM but difficult for Shelter management.

Incentivized
Bryan MontyView profile
Director of Systems in Information Technology at City Mission of Schenectady (51-200 employees)

Use Cases and Deployment Scope

We have used HubSpot in a unique manner, as a shelter/case/client management system for the Discipleship Life Skills Program, which operates a shelter. HubSpot allowed us to create workflows, assign tasks, and automate some processes that were previously manually assigned and tracked in our previous databases. Also, the reporting and dashboard features allow us to get data into the hands of decision-makers faster, in a more organized manner.

Pros

  • Automated Workflows.
  • Task Assignments.
  • Reporting Dashboards.
  • AI Summaries.
  • AI Tools for content creation.

Cons

  • Data Integrity from Online Forms.
  • Ease of Use.
  • Make the Platform friendly for non-profits tracking homeless/at risk people.
  • Non-Profit Discounts are good but still out of reach for most small to mid organizations.
  • More Custom objects.

Return on Investment

  • Captured Improved Outcomes for our Clients.
  • Increased Productivity (~20% increase).
  • Increased Executive access to key data points.

Usability

Other Software Used

ChatGPT, Microsoft 365, Intermedia Unite

Implementing HubSpot CRM at a growing organization

Incentivized
Matt BernardView profile
VP Sales & Marketing in Marketing at VaLogic Bio (51-200 employees)

Use Cases and Deployment Scope

I fully implemented HubSpot CRM as a commercial CRM into my organization in the last year. Our team was leveraging a multiple resources to keep track of customer data and didn't have a handle on how our clients engaged with our teams or website. We onboarded the platform and saw immediate impact by having customer centric data, a repository for all things client related, and implemented using the platform for quoting as well. HubSpot CRM became the center point of our customer database!

Pros

  • Customer interactions website, emails, and meetings
  • Predictable engagement using AI - how a customer interacts with your company
  • One stop shop for all things customer facing - meetings, notes, buying intentions, and quotes.

Cons

  • Additional features not initially shared during sales process for implementing
  • Connecting to existing platforms and what they looks like beyond "yes, it can do that." Need to know the how
  • Integration resources. Once you are "in" the integration part is on you

Return on Investment

  • The ROI of having the platform has paid for itself, but this is coming form an organization that didn't have a CRM at all.
  • Customer response times have improved by 60%
  • Quote follow up is automated and has improved 10X verses prior year

Usability

Alternatives Considered

Salesforce Agentforce Sales

Other Software Used

NetSuite ERP

A good fit for a one person business

Incentivized
Celine Louis-Zabeth
Founder in Corporate at Louise Referencement (1-10 employees)

Use Cases and Deployment Scope

I've been using HubSpot CRM as my CRM for several years no. I am a solo entrepreneur and I was looking for a tool that would let me track my open deals and and know my KPI, like my conversion rate. I also wanted to keep all the information about my current prospects in one place: calls, offers made and so on.

Pros

  • the deal pipeline allows me to see all my open deals in one view. I can picture my activity right away. Moving a deal from one stage to the next is very simple too.
  • Contacts tracking : I can easily find my contacts in the database and connect them with my current deals
  • Outlook Integration : I use outlook for emails. I can easily add an email to a current deal. That way, everything is in one place in HubSpot CRM.

Cons

  • Initial setup and customization : I remember at the beginning, I found it difficult to setup HubSpot CRM. To be fair, this was a few years ago so things may have improved since.
  • Pricing for additionnal features
  • Customize dashboard : I wish it was easier to set up the dashboards.

Return on Investment

  • it helped me see what actually works commercially and understand where my best leads come from
  • it helped me stop forgetting deals in progress and avoid missing opportunities
  • It also helped me regain confidence in my sales process by understanding better how it performs.

Usability

Alternatives Considered

Pipedrive

Other Software Used

Pennylane, Microsoft 365, Anthropic Claude

HubSpot CRM Alternatives

Products similar to HubSpot CRM that may also meet your needs.
View all HubSpot CRM alternatives
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