Now we are in the digital age and customers are literally a finger-tip away, gaining a competitive business advantage has become more important than ever.
Some businesses are losing opportunities to their rivals. Some are struggling to attract new clients. While others are struggling to satisfy their existing customer base.
Many companies will look for a CRM – like HubSpot – in a time of crisis, but many do so without investing the time and resources into truly understanding the system making it work for their business.
We at Digitag have managed HubSpot implementations for many businesses of all shapes and sizes and different use cases – from those with marketing and sales teams with lead generation needs all the way through to businesses with either no CRM or outdated and poorly structured systems.
Read on to learn about 5 ways we have seen HubSpot help businesses claim that competitive edge.
1. Sales and Marketing Alignment
Anyone who has ever worked in Marketing or Sales has almost certainly experienced friction between the two teams at one point or another. Either, Marketing has not notified Sales about a lead quickly enough, or Sales has taken too long to follow up on a lead that Marketing has qualified.
Well, HubSpot can cure these headaches.
By utilizing lifecycle stages and lead scoring within HubSpot, you can create a successful marketing-to-sales handoff where a lead has been qualified based on their demographic, behavior and engagement levels.
Once a prospect has entered the CRM and become “Marketing Qualified'', they could then complete a series of actions to become “Sales Qualified”. From there you can set up an alert in HubSpot to notify the Sales team of their interest. This not only reduces the friction between the two teams, but it also increases the efficiency of the process by reducing the amount of manual work required.
The result:
By creating alignment between your teams on HubSpot, this will allow you to act quicker and more efficiently than your competitors leading to smoother customer service.
2. Centralized Information
There is nothing worse than having to login to different systems to access information about your customers, contracts or service history – let alone remembering different passwords.
Fortunately, HubSpot allows you to access all Marketing, Sales and Service information within one central location.
This will prevent awkward situations such as a Sales agent calling a customer to discuss renewing a contract only to discover they have had several recent issues relating to the product they have purchased.
By implementing HubSpot, Sales will be able to view any recent tickets that the customer has opened and check whether these are open, closed or in progress. Plus they can see any recent call logs or emails between the customer and other people within your company to check for any problems before contacting them.
The result:
By creating alignment between your teams on HubSpot, this will allow you to act quicker and more efficiently than your competitors leading to smoother customer service.
3. Automated Reminders
There is nothing more damaging to a business relationship than missing an important date – or even worse a deadline.
HubSpot ensures nothing will slip through the cracks, by allowing you to automate tasks and notifications to go to the right person at the right time.
For example, a key contract is coming up for renewal in 60 days time and you would like the account manager to be notified immediately. Not only can you set this up, but you can trigger further reminders at regular intervals, so they receive a reminder when there’s 30, 14 and 7 days to go.
This will ensure that you are ensuring customer satisfaction at every step of the journey.
4. Tracked communications
We’ve all been there– we need to call a client and can’t remember when we spoke to them, let alone the specific details of the conversation.
HubSpot automatically manages your team’s communications with individual contacts or multiple contacts at a company, logging and transcribing calls, tracking emails and prompting the employee to enter notes at every stage.
From reviewing this historic information, you can quickly determine the next move you should make and how to structure your next conversation.
5. Automated reports
Your team can easily collect and organize data about prospective and current customers using HubSpot’s dashboard and reporting features, which allow employees to automate and manage their pipelines and processes.
They will be able to see how far a prospect is in the sales process, when they were last contacted, the likelihood of closing the deal and if they requested a callback or further information at any stage.
HubSpot can also help you evaluate your team’s performance, track their quotas and goals, and check their progress on each of their projects at a glance
The Customer is KING
A competitive advantage is great, but customer relationships are far more important. Even if you have truly brilliant products and services, you need to make sure that your customers are happy.
Businesses that understand and serve the individual needs of their customers best will succeed. While HubSpot can deliver a huge competitive advantage, the benefits far exceed that. It empowers your team to convert and delight customers in equal measures.
