HubSpot CRM from a client success perspective
November 06, 2021

HubSpot CRM from a client success perspective

Polly LeCompte | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with HubSpot CRM

HubSpot CRM is being used by our entire organization but is mainly used by our marketing, sales, and client success teams. We use it for client data, reports, automated emails, and more.

Pros

  • Lots of different options for fields.
  • Automation.
  • Integration with other tools.

Cons

  • The tutorials seemed more geared for sales and seemed to talk more about sales tactics than different ideas for using the software.
  • Duplication seems to happen frequently and can be time consuming to fix.
  • Can’t update an individual deal through a report (have to go into the actual deal, whereas other CRMs we were able to update from an aggregated list).
  • Customized reports have helped us stay on top of sending timely reporting to customers.
  • Sales has used scheduled emailing to reach out to more prospects.
  • Automated emails in response to new prospects signing up have significantly reduced the number of employee touchpoints and time it takes to get a new customer up and running.
I’ve mainly used one other CRM and there are things I like better about each. The video tutorials I watched were not as applicable to me as they were more geared to sales professionals and not my role as client success manager.
This has definitely helped especially with getting prospects up and running and navigating where prospects are in the pipeline.
We decided to switch primarily to HubSpot as a one-stop shop. We have maintained our SF account as there are certain integrations (particularly delighted surveys) that we have not been able to switch over.

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

Not sure

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

HubSpot CRM seems to be most useful for sales and marketing teams but seems to have some gaps for client partnership/client success teams.

HubSpot CRM Feature Ratings

9.2
Customer data management / contact management
8
Workflow management
9
Opportunity management
9
Integration with email client (e.g., Outlook or Gmail)
10
Quote & order management
Not Rated
Interaction tracking
10
7.0
Case management
7
Call center management
Not Rated
Help desk management
Not Rated
8.0
Lead management
8
Email marketing
Not Rated
8.0
Task management
8
Billing and invoicing management
Not Rated
Reporting
8
7.7
Forecasting
8
Pipeline visualization
9
Customizable reports
6
8.0
Custom fields
8
Custom objects
Not Rated
API for custom integration
Not Rated
9.0
Role-based user permissions
9
Single sign-on capability
Not Rated
Not Rated
Social data
Not Rated
Social engagement
Not Rated
9.0
Marketing automation
9
Compensation management
Not Rated
9.0
Mobile access
9

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