Item: HubSpot CRM
Rating: 10
Author: Sereena Schneider (LION)

Use Cases and Deployment Scope

We use the HubSpot CRM throughout our entire organization. All team members are responsible for updating information and we love that it's in real time. The deal board layout is easy to customize and read, making it great for our team. With the reporting, again it's in real-time so we know our numbers and information are current. Our team knows exactly where they need to focus just by looking at the deal board.

Both the documents and meetings tools get used frequently, they are very convenient and it's so great to have all of that info in the individual contact records as well as tied into the matching deals. Plus, the sequence and template tools save us an incredible amount of time!

Pros and Cons

Sequences: this allows team members to set up email to go out to specific contacts and look like it's coming from them directly, rather than a marketing email.
Deal Pipeline: easy to see where everything is with a quick glance, great overview and planning tool.
Templates: save team members so much time by being able to save common emails instead of having to retype them all the time.
Email tracking: we're able to see when a lead opens an email, clicks on something, or any other activity associated with that email.

Sequences: sometimes there are limits here. It would be nice to be able to have more than 5 emails as an option.
Teams: could use a little more cross-functionality, rather than limits on each person
There isn't extensive customization available. The focus is on usability, so there's a bit of trade off in that department.

Return on Investment

We're able to track where contacts are in the pipeline more clearly, which means more specific follow-up for each contact.
We can see gaps in our pipeline, allowing us to pivot and put focus into areas of our business that needs some support.
We can use the CRM as part of a training tool for our team by looking at follow-up, task completion and more.

Alternatives Considered

We weren't using a CRM before we got HubSpot. Everything was kept track of in a spreadsheet - which was awful. We did have some marketing automation tools but nothing that we would consider a CRM.

Key Insights

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

Yes

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

Usability

HubSpot has done a great job of creating a CRM that is focused on usability. The interface is clean and simple, easy to read and straightforward which makes it very easy to implement and for our team to use. All of our team members can use the CRM and understand what they're looking at, which also makes it easier to keep our team on track.

Support Rating

I love the HubSpot support team - they have always been fantastic to work with and extremely helpful. Whether it's via chat or an email, I never wait long for a response and they don't just "answer the question." They dig deep with you when figuring out a solution, and make sure to give you all the information you need to ensure you're ready to go.

Likelihood to Recommend

HubSpot focuses on usability with a simple interface that is fairly easy to learn. If you want a CRM that is easy to implement and use for yourself and your team, this is a great option.

If you need more customization, you could end up getting frustrated with HubSpot and a more specific (or custom) option could be better suited for you.

HubSpot CRM: A Solid Choice

Overall Satisfaction with HubSpot CRM