Good for a growing, but medium sized organisation
May 26, 2023

Good for a growing, but medium sized organisation

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with HubSpot CRM

We needed something that could suit the needs of Sales, Customer Success and most recently also Account Management. Some tools were very focused on sales, others very much on customer success. HubSpot allowed us to find a middle way for the two of them. They also showed that they often adapted to the wishes of their customers, which gave us the feeling that we could grow with them. We use it for all of our customers, sending out campaigns, keeping in contact with them, renewing our deals, documenting our deals, organising our to dos with our customers, have a transparent overview of all communication with our customers, etc. We use integrations with Google Calendar and most recently also Aircall.

Pros

  • Transparently displays information about our customers, engagements, notes, etc.
  • It is very customizable in regard to what content you want to see for companies, contacts, deals.
  • It gives you an overview over your to dos, what is upcoming, what is overdue, etc.
  • You can create endless amounts of templates, sequences and snippets.

Cons

  • It could be great if we could automate more things. Some workflows are great, but you cannot duplicate deals, if you need to end or edit a recurring task, you have to do it very specifically. Workflows work well, but for the general user performing the tasks, automations are very limited.
  • Under your current to dos, overdue tasks are not shown, which can seem disturbing when it says "You're all caught up", but then have 50 tasks that are overdue.
  • It takes a long time to set up sequences and if you're created a static list to send out to, you can only start over with a new list as the other one will not update at all.
  • The HubSpot standard fields are too strict. We wanted to customize the options in a property, but we could not, so we had to create our own, but then also could not delete the options. It leaves us with a lot of properties that are unnecessary, but we also cannot do anything.
  • Reporting is often more complicated than what feels necessary. You have to really dive into reports in order to understand them well and then when you come back at a later time, you have to reexplore it all again. It's not as easy as you would like it to be.
  • Merging companies never work as you would like it. As it always takes the new data, if a subdomain ended up creating an account, you mainly just want to merge it into the original one, but it causes crucial information to be overwritten.
  • I'm not really in a position to say this properly, unfortunately, but I can say that we have managed to create a stronger collaboration between sales, account management and customer success.
We only used one other tool within our organisation and compared to that, HubSpot is much more powerful. The reports are good, the workflows are great, how customizable it is, it is much better. I also used to use Pipedrive, which is also a good CRM, but I think HubSpot might be better for larger teams. It's been a few years since I used it and could therefore have changed since then.
We don't actually use HubSpot for our marketing team, so I cannot give you a good response here. In fact, we generally found that the sending out emails part / sequences, are more complicated than we would like and that we cannot, for example, send out different versions as easily as we would like, customize content as easily as we would like, etc. Sequences are not bad, but not as powerful as we would like it to be.

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?

Yes

Would you buy HubSpot CRM again?

Yes

I think if you are in a very big organisation, HubSpot might not be for companies with a lot of customers and a lot of complex processes. There is a lot of manual work involved, which also tends to lead to more mistakes. If you have a lot of customers, a lot of activities and a lot of team members working in HubSpot, you might struggle with the data clean-up. For younger organisations, who are working on getting things started, this works well. We've been able to implement HubSpot with data, with our billing tool, with our calendar tool and calling tool, so when you have a lot of different integrations to do additional functionalities and things, this has worked really well.

HubSpot CRM Feature Ratings

Customer data management / contact management
7
Workflow management
6
Opportunity management
5
Integration with email client (e.g., Outlook or Gmail)
9
Quote & order management
3
Interaction tracking
8
Case management
5
Call center management
6
Help desk management
4
Lead management
7
Email marketing
7
Task management
8
Billing and invoicing management
2
Reporting
6
Forecasting
7
Pipeline visualization
6
Customizable reports
6
Custom fields
10
Custom objects
6
API for custom integration
7
Role-based user permissions
7
Single sign-on capability
9
Social data
5
Social engagement
5
Marketing automation
5
Compensation management
5
Mobile access
5

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