Customer Success Leadership Community

Using HubSpot as Customer Success Software

  • 1.  Using HubSpot as Customer Success Software

    Posted 01-15-2021 10:50
    Is anyone using Hubspot as their customer success software tool? If so, how did you set it up?

    I am looking to set it up using Hubspot's deal functionality. We have deals for sales and once they become a customer, we move to a new deal for Onboarding and then afterwards another deal flow for Customer Success. 

    Has anyone done something like this and how did you do it? 

    How did you add things to track customer health, products they use, or their VIP/Non-VIP status?
    #Technology

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    Jude Chiy
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  • 2.  RE: Using HubSpot as Customer Success Software

    Posted 01-15-2021 12:28
    Hello Jude,

    Our CS team didn't have a separate tool to manage accounts, except for my hand-made excel spreadsheets. And while there are a lot of great features in Hubspot that we did end up using, (NPS/CSAT surveys, onboarding forms, emails comms), it was not our main go-to for customer management.

    There are dozens of posts on the Hubspot community board about the Customer Success Team use-case and its a great place to start if you are looking to research a particular feature or see what others have done: Using Hubspot for Customer Success .  I looked into adding an onboarding and/or renewals pipeline, but it would have been a very manual process and it didn't speed-up or streamline any workflows (We used Ansana to project manage complex onboardings).

    For the items that you mention:
    Track customer health: We used a separate Excel Spreadsheet, but we were getting close to importing the relevant data from our web app needed to calculate this.
    Products they use: We used a custom pick-list field
    Their VIP/Non-VIP status: This was also a custom field, but you could also base it on another field, for example, anything over $100k in deals closed, etc.

    Best,

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    Ben Wanless
    Customer Success Manager / Operations
    SoftBank Robotics
    San Francisco CA
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