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HubSpot CRM

Score8.3 out of 10

5,030 Reviews and Ratings

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What is HubSpot CRM?

HubSpot’s CRM enables growth-minded businesses to optimize their relationships with leads and customers. Through harnessing the power of carefully crafted sales, marketing, customer service, content management, and operations tools, the software aims to make it easy to unify team strategy and drive conversion. Additionally, the software allows users to connect with over 875 integration apps, APIs, and solutions partners to create a customizable user experience that suits the way teams work. HubSpot is presented as an ideal solution to help scale a business, for small to enterprise-level businesses alike.

Categories & Use Cases

Media

Screenshot of Store, track, manage, and report on the deals (sometimes referred to as “opportunities”) your sales team is working.
Screenshot of Our contact record enables your team to record and retrieve information on anyone your business interacts with, helping everyone to stay on the same page.
Screenshot of The product library gives you visibility into the goods and services you sell, then associates them with individual deals. With products, you can easily track what you're selling to your customers and from what channels.

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Screenshot of Store, track, manage, and report on the deals (sometimes referred to as “opportunities”) your sales team is working.

Key Features

Learn about the best (and worst!) features HubSpot CRM has to offer, as determined by TrustRadius' reviewers.
Based on 5,030 ratings of HubSpot CRM's features
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Top Performing Features

  • Compensation management

    The software can integrate with compensation management software or sales commission software such as Xactly Incent or IBM’s Varicent.

    Category average: 8.5

  • Task management

    This includes the ability to plan, track, collaborate and report on tasks.

    Category average: 8.4

  • Customer data management / contact management

    The software acts as a single source for all customer data and enables users to access that data efficiently.

    Category average: 8.6

Areas for Improvement

  • Custom objects

    Users can create custom record types that allow them to store information unique to their organization, and link them to standard and other custom objects.

    Category average: 6.7

  • Social data

    The software can integrate data and conversation histories from customers’ social profiles. This may also involve enhanced listening features such as sentiment tracking.

    Category average: 6.6

  • Territory management

    Users can defines salesperson territories based on customer or market characteristics.

    Category average: 7.2

Reviews

What users are saying about HubSpot CRM.
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HubSpot CRM - effective tool for small-to-mid-business

Incentivized
Chris Niejadlik
Account Manager in Sales at Canada Rubber Group (51-200 employees employees)

Use Cases and Deployment Scope

HubSpot CRM is used among all front-office (Sales) staff in our facility as a virtual "rolodex" of sorts: capturing conversations and contacts.

This is an invaluable tool should a team member be away from work - by logging in to HubSpot CRM, whoever is taking over their duties can easily access their email contact list at a glance.

Prior to this, the problems we faced were:

A) no real aggregation of business contacts short of a business card folder
B) full access to everyone's computers was a must in the event of absences

Pros

  • Tracking of emails
  • Building a contact list
  • Access from any device (remote or in office)

Cons

  • Some features are locked behind more expensive tiers
  • A slightly better designed UI for readability would be great

Return on Investment

  • Tough to measure specifically, but time gained by having contacts available at-a-glance
  • Approximately 12% increase in Sales team following up on quotes, leading to a 4-7% increase in positive outcomes from conversations with customers (negotiations whereas they may have been lost previously with no post-quote contact)

Usability

Alternatives Considered

Pipedrive

Other Software Used

Email to PDF for Outlook, DragDrop for Outlook, Microsoft Access

User friendly CRM that drives faster sales cycles.

Incentivized
Avesh KumarView profile
Lead Engineer in Information Technology at Wipro Limited (10,001+ employees employees)

Use Cases and Deployment Scope

I use HubSpot CRM to keep all our customer information and data in one place, which makes it easier for sales and marketing teams to track leads, follow up, and manage the pipeline. My team connected HubSpot with our billing, support, and reporting systems so everyone works with the same, real-time data. This helps us avoid scattered information, manual tracking, and missed follow-ups. I also use the insights from HubSpot to guide decisions on customer needs and future product improvements.

Pros

  • HubSpot shows all customer interactions in one place.
  • It makes tracking deals and sales stages very easy.
  • It saves time by automating follow-ups and reminders.
  • It connects smoothly with other tools we use.
  • It gives clear, real-time reports and dashboards.
  • It helps sales and marketing work together with better leads.

Cons

  • Reports are useful, but not always flexible enough.
  • Searching large amounts of data can feel slow.
  • Connecting HubSpot with special or custom tools requires additional effort.
  • Updating or cleaning lots of data at once is not very simple.

Return on Investment

  • Deals close faster since all customer information is in one place.
  • More leads turn into customers because follow-ups are automatic.
  • Sales forecasts are more accurate with a clear pipeline view.
  • Teams save time by cutting down on manual work.
  • Sales, marketing, and support work together more smoothly.
  • Dashboards give clear insights that guide better decisions.

Usability

Alternatives Considered

Pipedrive, Sugar Sell (SugarCRM) and Insightly

Other Software Used

Miro, AWS Cloud9, LogicMonitor, TeamViewer, SAP Sales Cloud, Webex Webinars, Webex Calling, GoTo Connect

Reliable CRM with strong automation and insights.

Incentivized
Gaurav Khandelwal
DevOps Lead in Information Technology at think exam by Ginger (201-500 employees employees)

Use Cases and Deployment Scope

It's been a while since I have been using HubSpot CRM. I help connect HubSpot CRM with our other systems so everything works smoothly together. It helps our sales and tech teams stay on the same page by showing all customer and lead information in one place. We have also set it up to automatically create a support ticket in Jira when important clients face any issues.

Pros

  • Saves time with automation.
  • Everything about a customer in one place.
  • It works well with other tools.
  • Helps focus on the right leads.
  • Great for teamwork.

Cons

  • It should have more flexibility in automation.
  • It could offer better reports without paying more.
  • Support features could be stronger.

Return on Investment

  • Helped us close more deals, faster.
  • Saved time and cut down on manual work.
  • Helped us grow without hiring more people.
  • Cost can be high at times.

Usability

Alternatives Considered

Zoho CRM

Other Software Used

TeamViewer, Atlassian Jira, Asana, Chorus by ZoomInfo, Trello, LogicMonitor

An easy decision - you cannot go wrong with HubSpot CRM

Incentivized
Mantra Manan SaraswatView profile
Product Manager in Product Management at 100ms (51-200 employees employees)

Use Cases and Deployment Scope

We use HubSpot CRM mainly to manage our sales leads and stay on top of follow-ups. I use it to track conversations, log calls and meetings. My day-to-day of using it usually has me looking at my tasks, checking out new signups, updated conversations and deals, and the timeline view of the conversation trail is super helpful. We have a couple of apps and tools integrated with HubSpot CRM, so that makes the different ops workflows particularly productive.

Pros

  • Timeline view and conversation log is extremely helpful and an underrated feature; this is in addition to the entire user profile view.
  • Task management is simple but effective.
  • Deal and company tracking with stakeholder management inside companies / deals is very handy; we know what is happening even though we might not be directly working on it.
  • Gmail integration is quite smooth along with email tracking.

Cons

  • The mobile app could be better. It is fine for quick updates or checking something on the go, but it feels limited compared to the desktop version.
  • In my time of using Hubspot, the dashboard UI has changed twice I think, and it certainly isn't helpful when you're trying to get used a new view entirely.
  • I have observed HubSpot CRM sometimes has issues with large lists, and shows incorrect number on the list page versus the detail page.
  • Search can be improved, because sometimes it misbehaves or doesn't show what is expected.

Return on Investment

  • Gave a ton of visibility into user and sales funnel.
  • Able to get back to new signups or inbound leads much faster, sometimes within minutes. We have a Slack integration that's super helpful.
  • Saved hours each week that were earlier spent digging through emails or spreadsheets for context; meetings are a lot shorter because it is super easy to go through the created reports.

Usability

Alternatives Considered

Salesforce CRM Analytics, Linear App and Apollo.io

Other Software Used

Apollo.io, DevRev, HackerOne

HubSpot CRM - This is not your fathers CRM

Incentivized
Jeff KeeneyView profile
Sales and Customer Success at Cross-Sell in Sales at Cross-Sell (11-50 employees employees)

Use Cases and Deployment Scope

We utilize HubSpot CRM as our prime storage and tech hub to connect with our clients and our tech stack. We also use it to market to existing clients and to create and track cold campaigns, splash and micro-pages and monitor and collect all the relevant data associated with each. Probably one of the most valued features is the ability to fully integrate our data which made the transition super simple. The dashboards and ability to create visual dashboards and control who has access is a great way to keep the team united and on point. We utilize the marketing and sales features but not the service or help desk features but the integration/api options ensure that any apps that you must have, can integrate.

Pros

  • The ability to create marketing campaigns and have control over when to stop and when to send the next according to your cadence design is excellent. However the ability to see the performance and the history for each prospect is so simple and so accessible - I kicked myself for not getting it sooner.
  • Having one place to create companies and contacts as well as score leads and track all contract products means we don't have to miss any renewals.
  • The Deal tracker gives us the ability to track multiple pipelines as well as team and individual metrics like average sale, percentage of goal, contribution to team effort which when mixed with an activity tracker means the team stays lean and mean to crush all goals.
  • The real time chat feature means prospects can navigate to our landing page for info about us, levels of product availability, pricing and begin a quick chat with members of the sales and support team.
  • Intel features along with lead scoring, SEO integration, podcasts and white papers all combine to be the most comprehensive CRM you could need.

Cons

  • More of an integration issue I think than a problem with HubSpot CRM, but we have AirCall integrated for direct phone lines and synching with individual users for outbound calls. Opening Aircall to make an outbound call automatically generates a new client - unattached to a company record as an orphan.
  • Historical records with activities is awesome but when creating a deal it isn't always a choice to capture last 30 days of history. When it is an option and you click to add that to a deal you can see all the activity items and people who have done anything with the "file".
  • I would like to see more native options for automation.

Return on Investment

  • When the decision came to explore a platform that would migrate our data and leave the transition as seamless as I would like to see more native options for automation possible, a number of products were suggested. Once we saw HubSpot CRM we knew it was for us. My division were the trial usage group...which has led to enterprise adoption and we couldn't be happier.
  • I wish I could say that the support team has been awesome... but we haven't needed to utilize them, which is a testimony in its own right. The couple of minor issues we had were largely user education issues and were quickly handled.
  • The commitment the entire HubSpot team has for, not just their clients, but anyone in business that is open to learn resonates with everything they do. I subscribed to their blog and the free resources they deliver is truly amazing and they deserve kudos.

Usability

Other Software Used

AWS App Mesh, Aircall, ClickUp

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