Overall, great product. Though there's still a few missing features here and there.
November 04, 2021

Overall, great product. Though there's still a few missing features here and there.

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with HubSpot CRM

HubSpot CRM is being used across multiple departments. Our main use is within sales. Keeping track of deals progress, activities, reports, etc. But it is also used in a similar way with our Account management team and their potential upsells. On top of this, our marketing team is integrated pretty well in the software and uses it to automate their lead generation and mass marketing email type of campaigns. And finally, we have a whole separate credit card processing team that uses their own pipeline in the same way that our sales team does, but just specifically for cc processing.

Pros

  • Helps our Account Executives manage their deals.
  • Helps me gather accurate data points.
  • Helps everyone in our company to be able to look at any customer that was put in there initially, to gather information on them without having to go to the original salesman.

Cons

  • They don't allow automatic time zoning to let SDRs quickly know what time zone they're calling into.
  • The phone app it glitchy and almost not worth downloading.
  • A lot of what I believe should be base functionality is not in the free version but is paywalled. And sometimes behind very high paywalls.
  • It has become a source in which the whole company can go in and learn about the different clients. It's like a connection hub in that way.
  • It has allowed us to make very detailed reports, which in turn allow us to make high-level important decisions.
  • Without HubSpot CRM, our methods for calling on potential customers would be clunky, slow, and very unoptimized.
I am head of sales operations at the company I work for. In my experience, it was a little tough to implement HubSpot CRM in a way that matched exactly what we wanted to accomplish...in the beginning at least. But as we became more familiar with its functionality, we found that it's actually super customizable and that most of what we perceived as its shortcomings in the beginning, were actually just weaknesses we had within our organization about not understanding exactly what we wanted our own processes to be.
It's essentially made the process automated. With its round-robin capabilities, we've found that having leads come in and already have a bunch of their deal properties filled out and an SDR assigned to them has been super easy and helpful. Essentially, when someone goes on our site and fills out their info, a new deal is created and sent to the proper people, which is super easy for us.
I haven't used SalesForce nearly to the depth as I have with HubSpot CRM. Most of my interaction with SalesForce has been trying to understand how our integration transferred from SalesForce over to HubSpot CRM. On top of that, I do see that HubSpot CRM seems a little simpler to me, and has lower depth to start out with, but as you upgrade your HubSpot CRM, it becomes just as robust as SalesForce.

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?

Yes

Did implementation of HubSpot CRM go as expected?

Yes

Would you buy HubSpot CRM again?

Yes

HubSpot CRM is very smart in how they set up their payment scheme. They are free to use, but as your company grows, the free features are not quite enough to get the job done. So then you need to upgrade to a different paid plan. And it's not a (good) option to switch to another CRM because at that point you're so integrated into HubSpot CRM, that switching to something new is very daunting. However, this is not to say that their service is bad. As far as I'm concerned, it's very easy to master and their reporting tools are very user-friendly.

HubSpot CRM Feature Ratings

8.0
Customer data management / contact management
8
Workflow management
9
Opportunity management
7
Integration with email client (e.g., Outlook or Gmail)
7
Quote & order management
8
Interaction tracking
9
8.3
Case management
9
Call center management
8
Help desk management
8
8.0
Lead management
8
Email marketing
8
8.7
Task management
9
Billing and invoicing management
7
Reporting
10
6.7
Forecasting
6
Pipeline visualization
5
Customizable reports
9
9.7
Custom fields
10
Custom objects
10
API for custom integration
9
8.5
Role-based user permissions
9
Single sign-on capability
8
6.0
Social data
6
Social engagement
6
9.0
Marketing automation
9
Compensation management
9
3.0
Mobile access
3

Using HubSpot CRM

20 - Sales, Marketing, Operations, Customer Success, and Credit Card Processing Team all use HubSpot CRM in one capacity or another. Though each of these teams uses it a little differently. For example, sales mostly work within the deals. The Credit Card Processing team has its own pipeline and deals. Customer Success is mainly looking at companies.
1 - I am the person who is in-house and does most of the HubSpot CRM support. I was hired on after the last guy was fired (for not doing his job). My main role is to set up processes, create reports, create workflows, and help onboard people who don't know anything about CRM. In doing this, I am making sure they also understand the processes. I also answer any questions or concerns people have.
  • Tracking deals.
  • Having accurate reports.
  • Organizing deal ownership.
  • All organizations in our company have at least free access to look at deals and attached contracts if they want.
  • Created multiple pipelines based on the different teams in our company that sell distinctly different products/services.
  • I don't really think we use it in any other unexpected way.
  • To better understand our pipeline progression.
  • To better utilize marketing features and automations.
  • To better create methods of lead gen.
I give it such a high rating solely for the reason that we have made it this far in the CRM, and to change at this point would be a massive undertaking (both logistically to transfer all the data to a new CRM but also to relearn the processes required to make a new CRM work for us).

Evaluating HubSpot CRM and Competitors

Yes - HubSpot CRM replaced SalesForce for us. I'm not exactly sure what went into this decision since I was not yet working for my current company when the change was made. But as far as I can tell, the driving factor was the cheaper price point for HubSpot CRM. However, that's not to say HubSpot CRM is cheap, especially as we've started growing and needing more robust paywalled features.
  • Price
  • Product Features
  • Product Usability
  • Product Reputation
  • Prior Experience with the Product
All of the above is very important. Obviously, it can't be so expensive that what it offers is not good enough. We need it to have at least base functionality, which it does. In my opinion, it's very user-friendly and it's one of the big CRM's on the market, so it can be trusted.
It's hard for me to say if I'd do it again. Looking back, it was a tough process figuring out exactly how we could match HubSpot CRM with our current sales processes in a way that made a lot of sense. But now, I see that being a big flaw in our processes, and not in HubSpot CRM itself.

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