Item: HubSpot CRM
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

HubSpot has been a reliable tool for tracking both new businesses and upselling for my team. Our support, marketing, and client funding teams use it as well, but I have greater visibility into how our sales team uses it. For us, we're using HubSpot to field inbound leads, track all sales and support phone calls, log notes on clients/prospects, and differentiate clients by product type, platform activity, lifecycle status, etc. This helps our team segment clients without the need for a database manager, and it allows us to act quickly on outreach ideas to existing clients. For new prospects brought into the pipeline as an inbound lead, we're able to launch sequences as soon as those come in, which are automated yet personalized email cadences that can be halted as soon as that lead replies or calls in. One of my favorite use cases is the integration with our VOIP system, which allows me to see the context of an inbound caller's account before I pick up the phone.

Pros and Cons

Sequences
List Views
VOIP Integration
Reliability/Uptime
Snippets

Needs keyboard shortcuts
Needs bulk deal creation without the use of workflows

Return on Investment

Sequences have drastically improved our time to first contact for new inbound leads
The ability to build lists that include/exclude our custom fields on each client with boolean logic has really been the basis of my outreach strategy. Being able to segment our entire list of leads and/or clients with relative ease has definitely led to more new and recurring revenue.
Sometimes current clients in the midst of a support issue end up on the sales line. It's helpful to be able to quickly see these clients' names pop up when they call, visit their contact page for more context, then route to the appropriate person. I'd say it has definitely increased our ability to solve support issues as well.

Usability

HubSpot requires less customization out of the box than other CRMs, but a customization is an option if it's needed. I am not a CRM admin, but my understanding is that Salesforce almost requires a dedicated hire for admin duties. While we still have a person doing this at my current company, I've worked at companies where there was no dedicated HubSpot admin and things still worked fine. I've also worked at companies where we used Salesforce but did not have an admin, and the CRM got in the way more than it helped.

Key Insights

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

Other Software Used

Aircall, Slack, Zoom

Likelihood to Recommend

HubSpot is a reliable, easy-to-use CRM. It works for 99% of my use cases, and it's got features I'm still learning about. I'm giving it 9 stars because I would like more tools to do these tasks faster. Namely, I want keyboard shortcuts for menu navigation, creating a new note, new emails, new tasks, new deals, etc. If this feature were added I would give a perfect 10.

Easy and reliable CRM with high impact to both marketing and sales

Overall Satisfaction with HubSpot CRM