HubSpot CRM - A great solution for Larger more established Companies
June 20, 2025

HubSpot CRM - A great solution for Larger more established Companies

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with HubSpot CRM

We used HubSpot CRM primarily as a CRM to centralize our customer and lead data and the track interactions across the sales and support teams sales team used pipelines and stages to manage leads. And the fact that all phone calls, text messages, and emails were tracked through the system it made it very easy to ensure that our lead in contact records were always up to date. This ensured everyone had transparent access to the history of communication with our clients and leads. There's also super slick feature called a playbook that allows you to kind of layout a road map of all the information you want to gather from a leader a customer for a various purposes rather than fumbling round through various custom fields it made it much easier for each team member to remember exactly what they needed to collect at each key interaction.

Pros

  • Email sequences that could be initiated by a sales representative that presented as if they were custom emails to prompt responses.
  • Email campaigns and SMS campaigns for ongoing nurture.
  • A wide variety of integrations with tools like Gmail, Zoom, Zoom phone, and Google Calendar.
  • Email tracking and notifications and also the tracking of responses so things like a sequence would automatically pause if the leader customer engaged in some of that communication..
  • Tasks and alerts and internal comments combined support inboxes everything you really need to collaborate as a team.

Cons

  • Native SMS and calling capabilities would be a nice improvement limiting some of the other systems you might need for various integrations.
  • More flexibility in the booking links because it's pretty it wouldn't allow us to force people to schedule on the hour as an example.
  • And ease them of automating appointment reminders. We actually ended up having to create an integration with G reminders in order to get the flexibility we need to ensure people were reminded of and participated in the meetings that they scheduled.
  • And while the integrations are amazing a lot of them come with an additional expense that is a lot for a small business to digest in addition to the costs of HubSpot CRM as you get into some of the more robust plans.
  • On the positive side there's powerful features and automation that really can work to improve.
  • On the negative side however they have a very rigid contract structure and are not flexible at all in situations where small businesses have to make hard financial decisions - For example if you have ten users and you have to layoff three employees you're stuck with those unused users for the length of the term.
  • Also when it comes to features if you contract for certain features that you end up not needing you're still locked into paying for those features for the term of your contract.
  • And if you realize there's some features that you didn't get then you have to go back to the drawing board to revisit the contract to add those features or get locked into new contracts separate from the original for the additional feature or features that you need.
  • As a small business I much prefer a pay as you go structure and that goes for the small businesses we work with as well.
Very robust and user friendly solution from an administrative level all the way to individual users. I especially like the tracking of individual fields so if a field is changed or something is deleted you can see the history of what's happened in that field to identify who may have made a mistake or something to that effect that you can address issues with data integrity with the correct personnel as they arise.
HubSpot CRM is just a very attractive well organized platform that is constantly evolving and had it not been for the cost and contract terms it would be a top recommendation.

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

No

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?

No

Would you buy HubSpot CRM again?

No

The only reason I hesitate to give HubSpot CRM a perfect score is because of the cost structure while it offers its powerful and robust features that are pretty incredible you know after everything is put together it's pretty expensive and they require contract terms. And since we work with a lot more small businesses as we're a small business ourself it becomes difficult to be locked into certain features in price structures when they're not being used. In our case specifically we added features that we thought would be beneficial and then turned out not to be what we really needed and we were kind of locked into those features in addition to the number of users and the number of contact records.

HubSpot CRM Feature Ratings

10.0
Customer data management / contact management
10
Workflow management
10
Opportunity management
10
Integration with email client (e.g., Outlook or Gmail)
10
Quote & order management
10
Interaction tracking
10
8.0
Case management
10
Call center management
7
Help desk management
7
10.0
Lead management
10
Email marketing
10
10.0
Task management
10
Billing and invoicing management
10
Reporting
10
10.0
Forecasting
10
Pipeline visualization
10
Customizable reports
10
9.3
Custom fields
10
Custom objects
10
API for custom integration
8
10.0
Role-based user permissions
10
Single sign-on capability
10
10.0
Social data
10
Social engagement
10
10.0
Marketing automation
10
10.0
Mobile access
10

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