TrustRadius: an HG Insights company

HubSpot CRM

Score8.3 out of 10

5,030 Reviews and Ratings

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.

1 / 3

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

HubSpot CRM 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
View all HubSpot CRM features

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: 8.6

  • 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

  • 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

  • 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: 6.5

  • Territory management

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

    Category average: 7.2

Who Buys & Uses HubSpot CRM

HubSpot CRM Reviews

What users are saying about HubSpot CRM.
View all HubSpot CRM reviews

Pros

  • Efficient email automation and sequences for communication
  • Comprehensive contact and lead management capabilities
  • Extensive integration capabilities with other business tools

Cons

  • Complex UI/UX and frequent navigation changes
  • High pricing and cost structure, especially for integrations
  • Limited robust reporting and custom dashboard creation

HubSpot CRM - effective tool for small-to-mid-business

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

The BEAUTY of HubSpot

Anita GuerraView profile
Sales Representative in Professional Services at Trashco (11-50 employees)

Use Cases and Deployment Scope

I use HubSpot on a daily basis... It is essential in my work field and I absolutely Love the ease of doing my work here, all of the options provided, all in one place...
HubSpot allows me to create my Quotes in a timely manner, very important to the Client, it saves all of my contacts, the ease of editing a profile is quick and the ability of being able to see opened Quotes sent, is soooo very helpful in determining if the potential Client is serious about moving forward. HubSpot is essential to my every day... Thank You HubSpot!!!


Pros

  • Creates Quotes easily
  • Saves all of my contact information/profile of the Client
  • Allows me to modify anything, with ease

Cons

  • I actually do not have any comments for the need of improvement

Return on Investment

  • Very positive impact on my daily work flow

Usability

HubSpot CRM - Saves you time and keeps you organized

Incentivized
Richard LalondeView profile
Business Development Rep in Sales at Opply (11-50 employees)

Use Cases and Deployment Scope

I use HubSpot CRM to keep track of prospective companies and contacts at those companies. It really helps me with organization and keeping track of my outreach activities. The business problem this solves for me is saving time and keeping organized.

Pros

  • synced email outreach with my inbox, including email tracking
  • company and contact organization
  • integrated phone apps and logging call activity and recordings
  • notes

Cons

  • pricing
  • some aspects of navigating the platform can be confusing but you can easily research how to do nearly anything you'd like in HubSpot CRM

Return on Investment

  • Helps me save time which is huge
  • Ease of workflow which is very little to no stress for me.
  • Clearly labeled and set activities and objectives to help me quickly get on with my day.

Usability

Alternatives Considered

Outreach, Outplay and OpenPhone

Other Software Used

OpenPhone, Hunter, Apollo.io

Easy to use CRM with great starter options.

Incentivized
Verified User
Executive in Marketing (1-10 employees)

Use Cases and Deployment Scope

We're using HubSpot for the lead management, contact/company management, and ticket system at our small business with 5 people. In HubSpot, we have everything in one software, which is crucial for a small company. Team members from the field are not good at working with a ton of software, and HubSpot makes this easy for us. From pipeline to CRM, we're using a good range.

Pros

  • Ticket system.
  • Pipeline management.
  • Company/contact management.

Cons

  • The deal pipeline appears somewhat outdated; this can be improved.
  • The pricing jump from a basic tier package to the next one is pretty high.

Return on Investment

  • Free starter package with 0 cost to set-up and use is the biggest help we're thankful for.
  • Fast ticket management with notifications for team members regarding customer problems brings significant speed, feeling like 3 times faster compared to emails or other products.

Usability

Alternatives Considered

Pipedrive and Zoho CRM

Other Software Used

Pipedrive, Apollo.io, Clay, Trello, Metricool

Hubspot a powerful tool

Incentivized
Verified User
Employee in Sales (201-500 employees)

Use Cases and Deployment Scope

We use HubSpot to manage and store new leads generated through our ads, such as Google Ads. It is connected to our Salesforce account, and that makes them a very powerful duo for our sales and marketing operation.

Pros

  • Good connectivity with other tools, such as Salesforce.
  • User-friendly, integrative dashboard with a clean layout and easy to learn.
  • Contains all the necessary information about a new client or lead.
  • It can be used in a variety of different ways, not only for data storage but also for direct contact.

Cons

  • As it offers many features, it can be a bit confusing at first use.
  • It is often used in conjunction with other CRMs, but the platform could consider a different positioning.

Return on Investment

  • We do not use only HotSpot, but I believe we could, so that’s a big point for me.
  • It’s quite robust as a tool, so with proper training can be a great asset.
  • A marketing tool is great for new businesses and markets.

Usability

Alternatives Considered

Sales Force Optimization and Google Cloud AI

Other Software Used

Sales Force Assistant, Google Ads

HubSpot CRM Alternatives

Products similar to HubSpot CRM that may also meet your needs.
View all HubSpot CRM alternatives
Sugar Sell (SugarCRM)
CompareLearn more