Item: HubSpot CRM
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

We rely on HubSpot CRM to contain all our current customer and prospect data which we then use for marketing, connecting into Intercom to organize contacts and companies, populating a client success tool for a full 360 view of the account, creating and tracking deal pipelines, and sending out non-marketing focused email alerts to our broad customer base.

Pros and Cons

Customization
Great API support
Supporting different types of pipelines with ease
Acting as a reliable container and source of truth about customer accounts.
Workflows for automation

HubSpot has a pretty hard segmentation between record types like contacts, accounts, and deals, which makes it challenging to create workflows to tackle multiple objects at once.
The cost of the service has gone up in recent years as new features are added and smaller tier plans see features removed and placed into higher-tier plans.
Support ticketing component still has a long way to go before it's as effective as a customer-facing ticketing system.

Return on Investment

By keeping HubSpot up to date we save hours when creating marketing emails either through Hubspot or systems that integrate with it.
HubSpot helps us automate account status inside our customer management system so we only have to make an update in one place and it affects all connected services. This saves us about 8 hours a week since we can rely on bidirectional updates.
Being able to see the funnel of opportunities visualized in many ways helps reps close deals about 20% faster compared to if we didn't have this capability.

Usability

HubSpot is much easier to use compared to solutions like Salesforce. If you do not need an extremely customizable and complex solution, HubSpot's out-of-the-box capabilities are usually plenty for the SMB market. The help guides and easy access to support teams is super refreshing and great to have on hand. Accessing support through the Help button is a quick and painless process propped up by a team who is responsive and friendly.

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?

Yes

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

Google Workspace (formerly G Suite), Zendesk Support Suite, ChurnZero

Likelihood to Recommend

HubSpot is great at what it was built to be, a CRM. As long as data integrity is maintained and users are performing regular housekeeping it's a great solution. Where things start to break down is when users fail to update records or when they update records incorrectly. It takes a village to ensure churned/deactivated customers are marked properly in Hubspot to ensure automated engagement doesn't impact them. At the end of the day, HubSpot is a tool and it can be used well or poorly depending on who's using it.

Great for SMB and startups looking for an easy solution for their teams

Overall Satisfaction with HubSpot CRM