Item: HubSpot CRM
Rating: 6
Author: Matthew Gardner

Use Cases and Deployment Scope

Hubspot [CRM] is used across every department at our company besides engineering/development. With a lead list in the tens of thousands, a CRM is required. As well, once leads turn into opportunities the sales team uses the sales tools and pipelines through our acquisition funnel, to take notes on companies and individuals, etc. Without Hubspot [CRM] or a similar product there would be no way to keep track and share all of this key information, especially as we work from home due to COVID. Finally, our Customer Success team uses Hubspot [CRM] to track customer metrics such as health, ARR, renewal dates, products purchased, etc. and has their own pipelines set up and automated via Workflows to track customer lifecycles. Hubspot [CRM's] value is in knowledge capture and sharing, time savings, and having "one true source" of information for our business.

Pros and Cons

Contact storage
Pipeline tracking
Company information management
Workflows/automation
Integrations

Workflow capabilities - cannot create many common workflows
Calculated values - Missing some key variables for calculations
Post-sales features - not an ideal set of features for post sale

Return on Investment

Saves time (hours per person per week)
Retains knowledge
Handoff between teams is smoother for higher NPS
Management overview of deals and customers

Alternatives Considered

Salesforce.com

The honest truth was we purchases Hubspot [CRM] when we were smaller and it was substantially less expensive than Salesforce. Now that we are larger we are hoping to switch over for the customization and extra integrations Salesforce offers. Hubspot [CRM] is lacking many features that seem simple and have been requested for years in their support forums, but it seems like the company has no interest in building them.

Key Insights

Do you think HubSpot CRM delivers good value for the price?

Yes

Are you happy with HubSpot CRM's feature set?

Did HubSpot CRM live up to sales and marketing promises?

Yes

Did implementation of HubSpot CRM go as expected?

Yes

Would you buy HubSpot CRM again?

Other Software Used

Vidyard, Articulate 360

Usability

Hubspot [CRM] was great when we were little, but as we hire more people with Salesforce experience we are hearing more and more and seeing what it is lacking. As well there have been companies we wish to work with who only integrate into Salesforce, or we have to pay another 3rd party company to power the API between another company and Hubspot [CRM], and it's just not worth the hassle when Hubspot [CRM] is lacking features I need.

Support Rating

I get a response within 48 hours and reps are nice but they can seldom help me fix my issue or find a workaround. I'd like a <2 hour response time at our contract size.

Likelihood to Recommend

Hubspot [CRM] is lighter to admin than competitors and costs less. It's feature-rich enough that small to mid size tech companies will get value, but as you get large enough to have a dedicated admin you may find yourself wishing you had a broader feature set with more customization. It is great to store contacts and track deals, but if you have any odd use cases it may fall down. Also note that both Hubspot [CRM] and competition try to be everything for everyone (i.e. a 500 person SaaS company is using the same product as a 10 person real estate office) so it's not likely perfect for anybody.

The "lighter" of the big two

Overall Satisfaction with HubSpot CRM