Item: HubSpot CRM
Rating: 9
Author: Greg Linnemanstons

Use Cases and Deployment Scope

HubSpot CRM is used primarily for business development, so I and our director of business development probably are the most active users. Other users include everyone on our client services team, since they use it to manage client relationships.
The problems it addresses are primarily process-focused. It helps keep people current on prospect communications, aids in transparency around all current deals, allows people to see how prospect relationships are developing, and makes it easier for everyone to connect the dots regarding the various players involved at any one prospect.
It also allows easy access to email templates and other resources we regularly use in business development, making sales efforts more frictionless.

Pros and Cons

It populates profiles with data pulled from syndicates sources, so we can see company size and industry without having to jump out of the tool.
The sidekick tool notifies me when a lead visits, or when they open an email I sent.
It allows us to set our own prospect stages, which are changing as we learn more about inbound buyer journeys, and it couldn't be easier to make the changes when we decide it's time.
It integrates seamlessly with HubSpot marketing platform, so my users can move back and forth without interrupting their workflow.

The only thing that I would add is a reporting function that addresses all the reporting a responsible sales manager would want and need.

Return on Investment

HubSpot CRM came on the same time as our director of business development, and our results have been incredible, but I couldn't tell you how much is the technology vs the person. She's able to move fast, convert more leads than we did previously, and we have far fewer dropped balls than we had previously.
Communication and coordination between team members has improved exponentially, and continues to improve as CRM capabilities become default habits due to the ease of use and the quick ROE (return on effort)

Alternatives Considered

Didn't do any side-by-side comparison. HubSpot CRM came with the HubSpot marketing product, and worked perfectly together right out of the box. And we got Sidekick in addition,making it easy to be happy with what we have in place. Most companies our size (14 FTE) don't have half what we have, so we feel like we're in a really great place.

Other Software Used

Basecamp

Likelihood to Recommend

I think HubSpot CRM is well suited for businesses that haven't installed a CRM and know they would benefit from the basic functionalities available in most tools. It's not well suited for large enterprises because of the current lack of reporting functionalities. I would ask for examples of businesses that have some complexity in their sales hierarchy, to see how the product can be modified in setup to facilitate managing multiple sales forces, and to learn what people are doing to compensate for the reporting omissions.

Users and Roles

8 - All business functions within Weidert Group have access to HubSpot CRM, and they are encouraged to use it whenever they need background on a prospect or client, or when they have new interactions. Functions using the CRM include client services, content management/creation, project management, business operations, production, and human resources. Everyone on staff has been trained, and all are free to go into it whenever appropriate.

Support Headcount Required

2 - Our director of business development and marketing manager support HubSpot CRM. They aren't technology people, they're simply active users who understand the functionality in the context of our business model and their individual responsibilities. We're in the process of expanding our inbound sales engagement capabilities offered to clients, and the CRM will be foundational to our services offerings.

Business Processes Supported

Tracking activity from and with active prospects is the most important and most frequent use of the CRM
Increasing staff productivity by using templates
Improving intelligence regarding prospect companies through Sidekick
Managing opportunities, tracking stage progress, feeding opportunities into monthly revenue forecasting

Innovative Uses

Beginning to use it for recruiting, doing inbound campaigns for candidates and tracking them in CRM

Future Planned Uses

Probably use it to manage events, and to track partner relationships, which are growing in importance.

Likelihood to Renew

10

Because it's integrated with HubSpot marketing platform, which is indispensable, and works simply and seamlessly with the marketing platform. The CRM is intuitive, never a time burden, and makes doing business development work a whole lot easier and enjoyable. I think at this point it's safe and fair to say we would be somewhat lost without the CRM.

Products Replaced

Yes - We had started using Campfire, but that's not really a CRM, so when HubSpot gave us the chance to be part of their beta we jumped at it, and we've been using it ever since. We've gotten so much additional functionality relative to managing leads that I can't even imagine doing without it now. It's fun to us to recommend to clients who have either struggled with fully implementing and utilizing either SalesForce or MS Dynamics, or who have never had any CRM in place.

Key Differentiators

Price
Product Usability
Prior Experience with the Product
Vendor Reputation
Existing Relationship with the Vendor

The usability was critical. I love that it's integrated perfectly with HubSpot marketing automation, but even if it wasn't I would still be a fan because it's so bloody easy to use.

Evaluation Lessons Learned

Wouldn't change a thing. We dove in, the water was fine, and we've formulated protocols post-decision. That approach wouldn't work for everyone, but it worked fine for us.

Implementation Rating

9

If you've had any prior experience with cloud based marketing automation or group communication tools, you can do the implementation without paid outside support. Though getting to a SLA (service level agreement) would be best achieved with the help of a third party who can facilitate.

Implementation Details / Implementation Partner

Implemented in-house

Implementation Phases

No

Change Management Lessons

Change management was a minor issue with the implementation - You need to quickly examine the creative of a service level agreement (SLA) between sales and marketing so actions taken with leads are deliberate and thoughtful, and optimized for best results. That only happens through careful deliberation of your buyer journey, which is why the process of getting to the primary protocols is so important.

Implementation Issues

No real problems. Just steady encouragement of the benefits of the entire team being on the same page. Didn't take us long to get there with leadership walking the talk.

Support Rating

10

Because everything gets resolved by smart, well-trained, great attitude people. They're a joy to work with.

HubSpot CRM Customer Support Pros and Cons

Pros	Cons
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success	None

Pros	Cons
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar	None

Easy Tasks

Logging emails from our gmail account couldn't be easier; click a box and all correspondence is automatically there. And Sidekick helps us monitor what's happening with every email, without needing to open CRM or go to it. Couldn't be easier.

Difficult Tasks

Nothing. Everything seems to be intended for ease of use.

Mobile Interface Availability and Impressions

Yes - I'm not well versed in it, though I have installed.

HubSpot Partner who loves HubSpot CRM!

Overall Satisfaction with HubSpot CRM