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CRM Platform Pitch Deck Thank you for sh
- 2. Today’s most disruptive companiesare winning on customer experience.
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- 4. Prospect Customer Marketing SalesService Website eBook Downloa d Reads Testimonia l Sees Ads Marketing Email Follows Twitter Becomes SQL Registers for Webinar Retargete d With ABM Enters Nurture Campaign Visits Blog Marketing Email Pricing Page Sales Email Sales Call Upsell Email Submits Ticket Support Rep Call Talks to Friend Becomes Case Study Visits Blog
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- 7. Built by You “Necessaryevil” Content Messagin g Automation Reporting Data
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- 9. 1.Siloed Tools Make itharder to align 2. Clunky UX Makes it harder to adopt 3. An Inflexible Stack Makes it harder to adapt The “Cobble Tax” Content Messaging Automation Reporting Data Content Messaging Automation Reporting Data Built by Acquisition Built by You
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- 12. 1. A SingleSource of Truth Makes it easy to align 2. One Intuitive UX Makes it easy to adopt 3. A Unified Codebase Makes it easy to adapt Crafted for Growth
- 13. Service Hub CMSHub Service Hub CMS Hub
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- 16. What is a CRMPlatform? A CRM platform promises a single source of truth that empowers your front office teams to deepen their relationships with customers and provide a best-in-class experience.
- 17. THEN THEN NOW CRM was asales tool. CRM is a business tool.
- 18. CRM is nowthe heart of scaling businesses.
- 19. HubSpot’s CRM Platformis now: More Customizable More Connected More Customer-First Did someone say “sandbox?” Connect your data, channels, and teams like never before Put the “C” back in “CRM”
- 20. When your CRMis the heart of your organization, your customers benefit... Customer Satisfaction Score (CSAT) Customer Retention Rate Our CRM is not at the heart of our business Our CRM is at the heart of our business 11% 10% 31% 33% x2.8 x3.3 Source: These insights come from a HubSpot-sponsored survey of 1,841 CRM users at companies with 51-5000 employees in the US, Canada, Germany, UK, Australia, France, and Japan.
- 21. ...and so doesyour business Company Growth Company’s Plans to Scale Up Our CRM is not at the heart of our business Our CRM is at the heart of our business x3.3 x2.9 39% 23% 12% 8% Source: These insights come from a HubSpot-sponsored survey of 1,841 CRM users at companies with 51-5000 employees in the US, Canada, Germany, UK, Australia, France, and Japan.
- 22. HubSpot’s CRM Platformnow has: Better Customization Sandboxes Deeper Connections Happier Customers Business Units Association Improvements Permissions and Governance BETA
- 23. Better Customization Deeper Connections HappierCustomers Custom Report Builder Custom Behavioral Events Forecasting BETA Operations Hub Enterprise* *Available for purchase beginning November 1, 2021 HubSpot’s CRM Platform now has:
- 24. Better Customization Deeper Connections HappierCustomers Customer Portal CRM-Powered CMS Custom Surveys BETA Payments* *Available to US customers only. BETA HubSpot’s CRM Platform now has:
- 25. Why customization matters Companies with more customizedCRMs see stronger customer satisfaction and company growth than companies with less customized CRMs. High Company Growth CRM is customizable 30% 32% CRM is not customizable 13% x2.3 26% x1.2 Source: These insights come from a HubSpot-sponsored survey of 1,841 CRM users at companies with 51-5000 employees in the US, Canada, Germany, UK, Australia, France, and Japan. Strong Customer Satisfaction Score (CSAT) Performance
- 26. Why connectivity matters When moreof your company uses your CRM, both customer satisfaction and retention rate performance are stronger. Strong Customer Satisfaction Score (CSAT) Performance Strong Customer Retention Rate x2.1 x1.7 Over 45% Company-wide usage 0-45% Company-wide usage 36% 33% 17% 20% Source: These insights come from a HubSpot-sponsored survey of 1,841 CRM users at companies with 51-5000 employees in the US, Canada, Germany, UK, Australia, France, and Japan.
- 27. Why customer-centricity matters Say theyhave a strong customer retention rate 10 % Say they have a strong customer retention rate 33% Source: These insights come from a HubSpot-sponsored survey of 1,841 CRM users at companies with 51-5000 employees in the US, Canada, Germany, UK, Australia, France, and Japan. CRM is the heart CRM is not the heart A seamless customer experience stems from a CRM at the heart of your business. If your CRM is manual, rigid, and difficult to align, it’s harder to delight — and retain — your customers. x3.3
- 28. Businesses that considertheir CRMs the heart of their business create better outcomes for both their customers and their businesses: Better customer satisfaction Better customer retention rates Faster company growth Greater intent to continue scaling Source: These insights come from a HubSpot-sponsored survey of 1,841 CRM users at companies with 51-5000 employees in the US, Canada, Germany, UK, Australia, France, and Japan.
- 30. With the launchof Operations Hub, HubSpot’s native integrations are now powered by Data Sync. For everything else, HubSpot’s App Marketplace has over 700+ integrations to keep your customer experience friction-free.
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- 32. A united platformto help you grow better. Gain access to the foundational tools you need - whichever plan you choose. Unify Your Marketing, Sales & Service Databases ● Contact Management ● Company Records ● Forms Share Context Between Teams ● Contact Activity ● Contact & Company Insights ● Documents & Templates Organize & Track Customer Communications ● Reporting Dashboard ● Live Chat ● Deals ● Conversations Inbox ● Conversational Bots ● Ticketing ● Team Email ● Tasks Crafted, not Cobbled
- 33. Crafted, not Cobbled CRM-powered marketingplatform that has everything you need to get found, engage new people, and nurture them into leads that sales will love. Attract Attention ● Blog ● Video ● Social Media ● SEO ● Ads Convert More Leads ● Email Marketing ● Marketing Automation ● Landing Pages ● Live Chat ● Conversational Bots ● A/B Testing ● Forms ● Smart Content ● Behavioral Targeting Report & Customize ● Campaign Reporting ● Website Traffic Analytics ● Attribution Reporting ● Custom Objects ● Partitioning
- 34. Because Marketing Hubis part of the HubSpot CRM platform, marketers can keep data at the center of everything they do. Use data to segment and target your audiences flawlessly. Leverage automation to nurture contacts and handoff warm leads. Create consistent content without the help of a web developer. Report & optimize on the ROI of your marketing efforts. Keep your messaging consistent across email, live chat, and more.
- 35. Crafted, not Cobbled Grow yourbusiness by incorporating your website into your growth machine. Create Remarkable Website Experiences With Ease ● Drag-and-drop Editor ● Website Themes ● Membership-driven Content ● Interactive Web Apps ● (i.e. Payments, Event Registration) Local Website Development ● Dynamic Content with HubDB Optimize & Personalize Your Website ● SEO Optimizations and Recommendations ● Contact Attribution Report Builder ● Smart Content & Reporting ● Chat, Forms & Bots ● Conversational Bots ● Adaptive Testing ● Web Analytics Manage your growing digital presence ● Standard SSL Certificate ● Site Performance Monitoring ● Brand Domains ● Custom CDC Configuration ● Activity Logs ● 24/7 Security Monitoring & Threat Detection
- 36. Use data tobuild personalized, sophisticated experiences. Leverage automation to help scale your website. Create better content by removing gatekeepers. Report & optimize your web content effortlessly. Keep your messaging consistent is consistent across all touchpoints. Because CMS Hub is part of the HubSpot CRM platform, it means you can turn your website into a CRM-powered website.
- 37. Crafted, not Cobbled Time-saving toolsthat give you deeper insights into your prospects, automate busy work, and help you close more deals faster. Start Conversations ● Email Tracking & Notifications ● Email Sequences ● Gmail & Outlook Integrations ● Calling ● Task Automation Deepen Relationships ● Meeting Scheduling ● Live Chat ● Tasks & Activities ● Account-Based Marketing ● 1:1 Video ● Mobile CRM App Manage Your Pipeline ● Pipeline Management ● Playbooks ● Rep Productivity Performance ● Quotes ● Sales Analytics & Reporting ● Forecasting
- 38. Use data toprioritize your outreach and predict pipeline health. Leverage automation and put prospecting on autopilot. Create sales enablement content that’s accessible and on-brand. Report on rep efficacy with robust forecasting and sales analytics. Keep your messaging consistent across all touchpoints. Because Sales Hub is part of the HubSpot CRM platform, it means teams can eliminate friction and achieve unparalleled cross-functional alignment.
- 39. Crafted, not Cobbled Customer servicesoftware that gives you all the tools you need to provide world class service efficiently, enriching customer relationships and delighting customers as you scale. Unite Teams & Channels ● Ticketing ● Calling ● Team Management ● Team Email ● Conversations Inbox ● Conversational Bots Scale Support ● Knowledge Base ● Email Sequences ● Task Automation ● Ticket Automation ● Templates ● Live Chat Power Proactive Service ● Time-to-Close Reports ● 1:1 Video ● Ticket Closed Reports ● Feedback Surveys ● Rep Productivity Performance
- 40. Use data tounderstand the complete history of every customer. Leverage automation to resolve customer issues quickly and efficiently. Create knowledge base content that aligns with your brand. Report on customer insights and the efficiency of your service. Tackle all of your messaging right from the CRM. Because Service Hub is part of the HubSpot CRM platform, it helps teams scale their support, delight their customers efficiently, and drive retention and growth.
- 41. Crafted, not Cobbled Connect andclean customer data, automate process, and curate datasets for reporting to create a friction-free business (and customer) experience. Connect apps & sync data Automate every process ● ~1000 total integrations ● 80+ real-time two-way data syncs ● Historical sync ● Programmable automation ● Data quality automation ● Webhooks Curate data for reporting ● Datasets ● Formula fields in reports ● Custom report builder
- 42. Because Operations Hubis part of the HubSpot CRM platform, it means you can unite all your data in a single source of truth. Align around a single source of truth for data. Leverage flexible automation to streamline process. Create more personalized, data-powered content. Report with clean, consistent, and up-to-date data. Segment your messaging to improve your CX.
- 43. A growing number ofhousehold names are choosing to use HubSpot.
- 44. Shore’s easy-to-use softwarehelps SMEs manage their customers and appointments online. Shore Saves 35% on Customer Acquisition Costs with HubSpot 25-200 Employees EMEA Location
- 45. Shore’s marketing teamwanted to nurture more leads, streamline workflows, and easily access analytics. Sales wanted to connect with every qualified lead, leverage customer insights, and measure activity. Challenge To become an inbound-driven organization, Shore needed to: ● Generate and nurture leads online ● Implement a powerful marketing automation platform Solution Embracing inbound marketing and HubSpot’s Growth Stack allowed Shore to: ● Personalize the buyer’s journey ● Track—and tailor—every interaction with each lead ● Increase internal alignment 35% Reduction in acquisition costs 12X Increase in lead generation 216% Increase in organic traffic Time on HubSpot 6 years Hubs Full Case Study
- 46. Originally a smallbasement studio in NYC’s Greenwich Village, Crunch Fitness has grown to include 300+ beloved, judgment-free locations. Crunch Fitness Drives 28% More Free Trial Signups with HubSpot 200+ Employees NAM Location
- 47. Crunch Fitness wasrapidly franchising when COVID-19 forced the fitness club to close its doors — and pivot to strictly online methods of marketing and community building. Challenge Pre-pandemic, franchisees were frustrated by the company’s legacy sales and marketing tools. With club closures, a website prone to crashing and no access to email performance and contacts, franchise holders faced significant growth limitations. Solution HubSpot’s CRM platform combined sales, marketing, and content management to empower local franchise holders and engage members online. This strategic shift streamlined workflows, increased leads, and transformed company reporting. 28% Increase in free trial signups year- over-year 2X Marketing email open rate 83% Quicker email creation process Time on HubSpot 5 years Hubs Full Case Study
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- 49. Siloed Tools Make itharder to align Context-Switching Makes it harder to adopt An Inflexible Stack Makes it harder to adapt Built by You Marketing Stack
- 50. Siloed Tools Make itharder to align Context-Switching Makes it harder to adopt An Inflexible Stack Makes it harder to adapt Built by You Sales Stack
- 51. Siloed Tools Make itharder to align Context-Switching Makes it harder to adopt An Inflexible Stack Makes it harder to adapt Built by You Service Stack
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- 53. Siloed Tools Make itharder to align Context-Switching Makes it harder to adopt An Inflexible Stack Makes it harder to adapt Built By You Marketing Stack
- 54. Siloed Tools Make itharder to align Context-Switching Makes it harder to adopt An Inflexible Stack Makes it harder to adapt Built By You Sales Stack
- 55. Siloed Tools Make itharder to align Context-Switching Makes it harder to adopt An Inflexible Stack Makes it harder to adapt Built By You Service Stack
Editor's Notes
- #2 And that’s what inspired us to build HubSpot differently.
- #3 We just talked about some areas of focus you have -- ultimately around improving revenue as a whole Specifically around buyer experience (INSERT custom project scope) And I asked a few questions related to the path your buyers take to get from point A to point B -- Point A being completely unaware of what you do >> Point B being not just a purchaser of your product, but a promoter of your brand
- #4 But the reality is that your customer experience is anything-but-linear, right? Based on what we just discussed, your customers are going through more of a winding road -- They might hit the website & fill out a form -- but not engage with marketing Sales might pick them up & move them through a process -- but the timing might not be right for them to buy They might live on social media vs. email -- or just need more education from Services to help them understand the value you provide
- #5 HubSpot’s been around for 15 years now - we just hit 100k customers & we run hundreds of thousands of calls with companies big & small every year -—— And when we untangled some of that complexity & the challenges teams face managing the buyer experience, we pulled out 5 really core elements that help them make their experience-engines run. Just like we all need elements like air, water, etc. to survive, our customers need: Content to reach people who are unaware they exist Messaging to start conversations with them Automation to streamline the process… Reporting/Insights to understand what’s working & what isn’t And of course, an underlying layer of data to capture all of this & be able to optimize accordingly
- #6 Like I mentioned, you have options. There’s over 12,000 vendors that can help you solve for one, or a few of these elements, really well --- but might not solve for the entire experience
- #7 So how do you manage the experience end to end? Well, we see two possible plays out there that the market provides you to bring all of these elements together On option is to use vendors that solve for a specific element you’re hoping to manage -- but require you to tie them together to manage the experience end to end
- #8 OR You choose software that pitches itself as a platform --- but is really the product of an aggressive acquisition strategy... Though these platforms might appear to be seamless, behind the scenes, some feature disparate codebases and UI patterns united under a single brand.
- #9 Both options give you the same outcome When data, process & teams aren’t aligned -- your buyer experience suffers Working out of multiple systems leads to poor team adoption & creates huge inefficiencies And when the market changes quick (like we all experienced last year) -- it becomes very difficult (& expensive) to adapt & pivot All these side effects add up to have a really negative impact on revenue & ultimately, the ability to grow/scale.
- #10 And that’s what inspired us to build HubSpot differently.
- #11 We took all of the critical elements of customer experience management -- Content, Messaging, Automation, Reporting & Data --- & handcrafted them into one unified code base. With a single buyer’s experience at the center of it all.
- #12 Because we crafted a single source of truth from the ground up, our customers get a product that helps them: Improve their buyer experience with one customer record, not many Speed up team efficiency by combining efforts into one intuitive UX And reduce total cost of ownership by taking a strategic approach to consolidation of customer tech
- #13 Every use case is unique, some customers need help with all elements of customer experience, others pick & choose where they need most help And as you can see, our product suite is set up with those core elements in mind —- each constructed with a different mix My job is to help narrow down which you’re a fit for
- #14 So what is HubSpot? HubSpot is built differently. We believe we are the only true CRM Platform -- one single source of truth, handcrafted with your customers experience in mind.
- #15 And the really unique thing about HubSpot is that all of our hubs are built on this same foundation -- so whether you purchase Marketing Hub or Service Hub, you’re still getting access to that same unified codebase. Put another way -- all of our R&D dollars benefit all of our customers. When we work on improving our content tool, for example, it benefits every Hub. It benefits CMS Hub, of course… but you’ll also find a better landing page builder in Marketing Hub, more flexible proposal templates in Sales Hub and improvements to the knowledge base feature in Service Hub.
- #17 CRM used to be seen strictly as a sales tool. We think of those days as “the before times.” Today, CRM is a (crucial) business tool.
- #18 When we say “CRM is no longer just a sales tool, it is the heart of scaling business,” we’re saying that… A CRM platform should be customizable without compromise. It should bend to meet your needs — without breaking. A CRM platform should be deeply connected, extending beyond sales to bring together best-in-class tools for marketing, sales, customer service and operations people. A CRM platform should be customer-centric, fueled by seamless customer interactions instead of manual data entry. ...And a CRM platform that’s been carefully crafted, not cobbled is best equipped to deliver on these essentials.
- #19 To unlock the full potential of the HubSpot CRM platform, we’re celebrating innovations that make HubSpot: More customizable More connected More customer-first
- #20 Source: These insights come from a HubSpot-sponsored survey of 1,841 CRM users at companies with 51-5000 employees in the US, Canada, Germany, UK, Australia, France, and Japan. The data you see is based on respondents’ answers to these four questions: Select the option that best describes how your company/organization perceives your primary CRM. What is your company/organization’s net promoter score? What best describes your company/organization’s performance on its customer satisfaction score? What best describes your company/organization’s performance on its customer retention rate?
- #21 Source: These insights come from a HubSpot-sponsored survey of 1,841 CRM users at companies with 51-5000 employees in the US, Canada, Germany, UK, Australia, France, and Japan. The data you see is based on respondents’ answers to these three questions: Select the option that best describes how your company/organization perceives your primary CRM. How much positive growth has your company gone through since you started using your primary CRM? Is your company/organization planning to scale up within the next 12 months?
- #22 Our latest round of features is designed to make it easier to grow with HubSpot. Let’s run through updates at a glance, starting with our more customizable CRM. What do you have to look forward to? Sandboxes (!) In order to ensure a seamless customer experience, you need a place to test, experiment and iterate. Now you can use a sandbox environment to test things out before going live. Association Improvements It’s easier than ever to make your CRM reflect the way your business runs. Enjoy the flexibility to associate standard objects with multiple objects. If you’re on Professional or Enterprise, you can now also add labels to associations — and filter lists and create workflows based on those association labels. Business Units With business units, you can confidently manage contacts, marketing and sales assets and settings across multiple brands with HubSpot. Want to run cross-sell and upsell campaigns to reach every segment of your audience? Track contact interactions and communication preferences with each brand? Report out on performance across your business? Zoom in on one brand’s results? Now you can. Permissions & Governance We’ve heard admins are our customers’ unsung heroes, and they need powerful tools to set their teams up for success. Permission templates will ensure everyone in your org has the right permissions, while the OKTA integration makes it easy to add, remove and edit users as needed. Admins can now also export user permissions, impersonate users and much more.
- #23 We don’t just keep scaling companies — our customers — in mind when we innovate. We also think about your customers, and what we can do to keep your data clean and connected so you can: Avoid headaches Keep your customer experience friction-free To connect your data, channels and teams like never before, we’re introducing: Operations Hub Enterprise Available for purchase on November 1, 2021, Operations Hub Enterprise will bring your unified system of record to the next level with a new business intelligence feature called datasets. With datasets, data leaders can curate collections of data for downstream users to build reports from, saving ops teams time and enabling fast and consistent reporting by everyday users. Operations Hub Enterprise also offers a fast and easy way to integrate HubSpot data into Snowflake, the industry-leading data warehouse. Custom Behavioral Events Our brand new custom behavioral event API consolidates your data to track and report on any key behavioral data, either in HubSpot or a third-party app. What can you do with the data? For one — craft a hyper-personalized customer experience powered by rich reporting, powerful automation and precise behavioral targeting. A Custom Report Builder As you grow, you need quick answers to the questions that drive business growth. Our new custom report builder gives you access to your contact, company, deal and marketing events data alongside your marketing, sales and service engagement data, giving you one streamlined place to answer key questions. Forecasting It’s now possible to get a holistic view of your entire pipeline. See how your quarter is going, inspect deals to ensure they’re on track and set up a homebase perfect for one-on-one and team meetings. Whether you use it for Sales or Service, HubSpot’s forecasting tool is customizable, powerful and easy to use, enabling your team with the info they need to make better, data-driven decisions.
- #24 We’ve shared how we’ve made the HubSpot CRM platform more customizable and more connected. Let’s shift to what we’ve done to put the “C” back in “CRM.” To make our CRM platform more customer-first and help you optimize your buyers’ experience, we’re introducing: HubSpot Payments We now deliver a modern payment process from inside your CRM, so you can digitize payments, accelerate revenue growth and enable a remarkable buying experience for your customers with deeper context for every conversation. Payments tools include native payment links and recurring payments, and embed directly with HubSpot’s quoting tools for easy delivery and collection. A CRM-Powered CMS By leveraging a CRM-powered CMS, you can personalize the visitor experience, ensuring that your engagements are timely and relevant. You’ll also have a system that can be leveraged by both marketers and developers alike, all focused on delivering a best-in-class experience for your customers. A Customer Portal [in beta] Empower your customers to gain insight and ownership over their service experience with a secure Customer Portal. Connected to your shared Inbox, your Customer Portal keeps ticket conversations going between customers and reps, offers access to your Knowledge Base and can be customized to fit your brand — no coding required. Custom Surveys Needless to say, ensuring your customers feel heard and valued throughout the customer journey is vital to retaining them. With HubSpot's CRM-powered custom surveys, you can easily capture feedback unique to your business, efficiently share insights with your teams and deepen your understanding of your customers.
- #25 Source: These insights come from a HubSpot-sponsored survey of 1,841 CRM users at companies with 51-5000 employees in the US, Canada, Germany, UK, Australia, France, and Japan. The data you see is based on respondents’ answers to these three questions: How heavily customized is your CRM? What best describes your company/organization’s performance on its customer satisfaction score? How would you describe the growth of your company/organization since you started using your primary CRM?
- #26 Source: These insights come from a HubSpot-sponsored survey of 1,841 CRM users at companies with 51-5000 employees in the US, Canada, Germany, UK, Australia, France, and Japan. The data you see is based on respondents’ answers to these three questions: What percentage of your company/organization uses your primary CRM at least once a day? What best describes your company/organization’s customer satisfaction score? What best describes your company/organization’s performance on its customer retention rate?
- #27 Source: These insights come from a HubSpot-sponsored survey of 1,841 CRM users at companies with 51-5000 employees in the US, Canada, Germany, UK, Australia, France, and Japan. The data you see is based on respondents’ answers to these two questions: Select the option that best describes how your company/organization perceives your primary CRM. What best describes your company/organization’s performance on its customer retention rate?
- #28 Businesses that consider their CRMs the heart of their business create better outcomes for both their customers and their businesses. Specifically, these companies report: Better customer satisfaction scores (CSAT) Better customer retention rates Faster company growth Greater intent to continue scaling Source: These insights come from a HubSpot-sponsored survey of 1,841 CRM users at companies with 51-5000 employees in the US, Canada, Germany, UK, Australia, France, and Japan. For that that agreed with “Select the option that best describes how your company/organization perceives your primary CRM - Our CRM is the heart of our business,” we asked: (For CSAT improvements) What best describes your company/organization’s performance on its customer satisfaction score? (For retention rates) What best describes your company/organization’s performance on its customer retention rate? (For company growth) What best describes your company/organization’s performance on its customer retention rate? and How would you describe the growth of your company/organization since you started using your primary CRM? (For intent to scale) Is your company/organization planning to scale up within the next 12 months?
- #29 HubSpot’s platform is all part of one consistent database that allows you to control governance & extend HubSpot to include other key business data
- #30 Free - can sync all objects + custom objects (no limit on objects you can sync) Enterprise - Coming Inbound 2021
- #31 Integration Option
- #43 A growing number of household names are choosing to use HubSpot. Our customers come from a variety of industries, including: Software Consumer Products Consumer Services Financial Services Healthcare Professional Services Manufacturing And more
- #49 Example of Marketing + CMS cobble
- #50 Example of Sales cobble
- #51 Example of Service cobble
- #52 One consistent database that allows you to control governance
- #53 Example of Marketing + CMS cobble
- #54 Example of Sales cobble
- #55 Example of Service cobble