HubSpot CRM is Great
March 08, 2021

HubSpot CRM is Great

Ed Romaine | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with HubSpot CRM

HubSpot CRM is a great tool for my organization. We use it for sales, service and administration. Likewise we use HubSpot for marketing, sales and recently utilized their service hub. I love it because I want a cradle to grave customer visibility for each group within my organization. I've used Seybold, Salesforce, Zoho and programmed my own on two occasions.... HubSpot is definitely the best all around program. And you can ask any question you might have and there will be dozens of articles and videos explaining your problem and solution. It isn't cheap and management does a great job of getting you to constantly upgrade and use new (and more costly) features, but it's in the same realm as Salesforce and I think a much better platform to work on.
  • Identify and track users.
  • Able to prioritize contacts/companies (though this can be done better it's very good).
  • Assign contacts/companies to staff for pursuit.
  • Its internal search for a contact really sucks. If you want to be sure a contact isn't already in your database you have to search using their email address. Anything else including company name doesn't always bring up what you would expect.
  • The ability to utilize HubSpot data and generate a report that you can share with partners or vendors.
  • SIC and NAICS functionality.
  • Vertical market focus is not easily done without lots of customization.
  • Certainly creates an ROI just not sure how I would document it if I had to.
  • Keeps opportunities from slipping through the cracks.
  • Creating a 360 view of a prospect, customer, service life cycle.
I prefer HubSpot over the other competitive products. HubSpot is a mature product that clearly defines and accomplishes what it sets out to do. I would like being able to have "standard" sales models in HubSpot that can be easily implemented to meet different sales processes and models, but you can get there by using workflows, reports, custom tags, etc. Overall a really good product that I'm happy with.

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

No

Are you happy with HubSpot CRM's feature set?

Yes

Did HubSpot CRM live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of HubSpot CRM go as expected?

I wasn't involved with the implementation phase

Would you buy HubSpot CRM again?

Yes

It's big, bulky and has many moving pieces. You have to strategize its deployment and what customization you will need to execute. Everything can be done, but you need a plan and time to research and deploy. It's not plug and play, but it's powerful and needs a bit of training and development time.
I haven't had any problems.
Like any CRM, you and your organization from the Chairman on down has to be committed to the process, implementation and participation for all employees. Marketing can not successfully drive CRM adoption alone. Once you have the support it takes well thought out planning to start. Do this either by yourself or with a HubSpot consultant who can guide you away from the many things you will not think of and will take far more work to deploy later. Also I believe the HubSpot champion should create tools/cheat sheets which take basic uses and makes it idiot proof. I go as far as creating numbered steps and a video showing how to do "something" and post it in an internal library. Make the process as simple as you can and don't try to utilize 100% of the program on day one. Prioritize and detail steps, which can be deployed over time, to help assure adoption.

HubSpot CRM Feature Ratings

Customer data management / contact management
9
Workflow management
8
Opportunity management
8
Integration with email client (e.g., Outlook or Gmail)
3
Interaction tracking
7
Case management
Not Rated
Call center management
Not Rated
Help desk management
Not Rated
Lead management
9
Email marketing
7
Task management
8
Billing and invoicing management
Not Rated
Reporting
7
Forecasting
Not Rated
Pipeline visualization
9
Customizable reports
7
Custom fields
9
Custom objects
Not Rated
Scripting environment
Not Rated
API for custom integration
Not Rated
Role-based user permissions
7
Single sign-on capability
6
Social data
7
Social engagement
7
Marketing automation
7
Compensation management
Not Rated
Mobile access
7