Great for SMBs!
March 08, 2023
Great for SMBs!
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with HubSpot CRM
Our company utilizes both HubSpot CRM and HubSpot Marketing Hub. The CRM behaves as a key part of our backend data management infrastructure. As both a Service and Sales Company, we input all customer data and deal information into HubSpot, from lead to close status. Further, the Customer Service and Operations Teams utilize the information input in order to process their functions within sales operations. In summary, it operates as the key communication channel between Sales and Operations.
Pros
- Organization of Parent and Child Companies - a good chunk of our business is done via distribution channels, involving a third party, in the CRM you can tag a company as a subsidiary allowing us to know it's a distribution channel deal not direct. KEY in our industry.
- Tracking of email - with the option of email integration, any and all communications can be *selectively* tracked. (by user or organization preference, depending on your IT infrastructure)
- Dashboard Views - the CRM offers customizable dashboard views to create reports in any number of visual ways. You can also export the data in order to manipulate it in other programs such as excel. Very user-friendly and easy to read!
Cons
- The Phrase Match function in search could be improved. For example, a contact is entered as "Christopher Jones" and a user searches for "Chris Jones" HubSpot will not populate Christopher Jones contact card, it will just say "No Contacts Found".
- The Deals *Board* View - I'd like to see the functionality to search across all Pipelines in the Board View of the Deals Dashboard, not just the List View. It's a minor inconvenience, and likely due to the fact that you can have differing deal stage values per pipeline.
- This is very much a "reach" request, but the ability for the system to recognize titles linked to companies. For example, if I had a deal with McDonald's, did not tag the company but entered the name "McDonald's" into the Deal Title input, it would be really cool if the system would suggest "Hey do you want to tag this to McDonald's (Company Card)?"
- Shortened deal cycles, by managing and communicating faster and better. This helped us automate the sales operations cycles.
- Consolidation of information as it relates to interactions with customers and vendors.
- Consolidation of software - prior to HubSpot we had a manual CRM system, plus a third-party for Marketing Emails. HubSpot allowed us to integrate or CRM data into the cloud and also consolidate paying for an additional service by using the integrated Marketing tool, which allowed us to avoid having customer/partner lists in two locations and managing both!
It has created greater transparency and visibility into relationships. As shown in other parts of my review, we have a multi-channel approach, selling directly to end user and also through distribution. It has also helped us clarify deal information in instances when issues have arisen, due to the communication tracker. It has actually saved us liability in some scenarios for things that went wrong (ie freight damage, term discrepancies...) that we could've been liable for without proper documentation.
We attempted a Salesforce integration, prior to implementing HubSpot, which failed miserably. The data transfer, attempt to organize, and expense line of the software in comparison were just too much to overcome for our small organization. As a result, it just wasn't a sustainable solution primarily due to size. I have often seen companies hiring for a CRM administrator solely to handle Salesforce Administration. With HubSpot, as a small company who is a current user, it is seamless and doesn't require an additional team member to ensure it operates well!
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
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