User Reviews Overview
About HubSpot CRM
HubSpot is an AI-enabled, cloud-based CRM software designed to support businesses of all sizes in their growth journey. It caters to a broad range of clients, both in the B2B and B2C sectors, and is versatile enough to suit...
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- Industry: Information Technology & Services
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
User-Friendly Interface
Pros
I liked HubSpot CRM for its user-friendly interface, powerful free tier, seamless integration with other HubSpot tools, and strong customization options. It also offers useful automation, reporting, and support, making it easy to manage and scale customer relationships.
Cons
The main downsides of HubSpot CRM are its potentially high cost for advanced features, complexity in pricing, and some limitations in deep customization.
- Industry: Marketing & Advertising
- Company size: Self Employed
- Used Daily for 6-12 months
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Review Source
HubSpot is the go-to CRM for simplicity and for all the bells and whistles
HubSpot CRM is very quick to get set up and an essential toolkit for anyone managing clients, activity, pipelines, sales etc.
Pros
The biggest pro of HubSpot CRM for me is the record keeping of contact history in my contact records.
Cons
Sometimes all the advanced features can be a little complicated, but there is plenty of support to guide you through.
Alternatives Considered
ClickUpReasons for Choosing HubSpot CRM
A client used HubSpot and after being added to their account, I liked the more solid functionality of HubSpotSwitched From
ClickUpReasons for Switching to HubSpot CRM
A client used HubSpot and after being added to their account, I liked the more solid functionality of HubSpot- Industry: Hospitality
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Unreliable Chat Support - Misleading Advertising
Terrible when it comes to support.
I wouldn't count on their live chat as it's extremely unreliable.
Pros
CRM features such as contacts and deals.
Cons
The support is terrible and oversold.
You are told if you upgrade to a paid plan you get access to 24/7 around the clock chat support - unless they are not avilable.
They may not be available due to simple reasons such as not working on weekends, holidays, or just too many enquiries.
Alternatives Considered
Salesforce Sales CloudReasons for Switching to HubSpot CRM
User Interface and the Sales Pipeline being user friendly.Top HubSpot CRM Alternatives
- Industry: Marketing & Advertising
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
King of CTMs for a Reason
Overwhelmingly positive. Every client I have implemented HubSpot for has been very happy with the results and we’re able to see results as early as the first month of usage.
Pros
The data that you are able to get out of the system about a customer. When everything is connected correctly with all of your existing software systems and your website, you are able to provide your sales agents with extremely valuable information that they would only be able to get through a system like HubSpot. It increases the chance of closing a deal and converting a lead into a customer tenfold!
Cons
It would be the price. It’s a tough sale for an agency to recommend to a client who has never used a CRM before and does not understand the value of having a system like this.
- Industry: Automotive
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
Hubspot is the essential all-in-one system.
Professional. The whole experience is very proper with the integration team that teaches you how to use the system. We love Hubspot, it is our main core of our business now. It is where we track everything, get reports, and see how we can further track our leads, customers, and improve sales.
Pros
Hubspot is an all-in-one type of system. It not only connects to basically all programs and apps that you operate on, but it is very customizable for any business structure. It is simple to use & gives structure to our entire company - marketing, sales, and customer support.
Cons
It was a bit trucky to set up at first, to migrate everything across from our previous CRM. You have to do some custom mapping of fields, and we lost some customer notes, but the support team was very patient & helpful.
- Industry: Aviation & Aerospace
- Company size: 11–50 Employees
- Used Weekly for 2+ years
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Review Source
Best CRM for Startups
Hubspot CRM, has probably been the best CRM solution I've used to date. Its easy to set up, and although there are some annoyances with teir pricing/addons, the system itself is great for companies big and small. Ive mainly used in a startup and it was one of the best investments we made.
Pros
The systemnis really easy to set up, with a plethora of customisation that can be done. Creating views purely for your viewing, and seeing last interactions is key.
Cons
The level of addons is a littlw annoying. You get to grips with thensystem, realise you can do a little more and control thibs better, then you realise you need to buy an addon. Its a teir business model, but can be annoying when youre first getting to grips with the system
Reasons for Switching to HubSpot CRM
The pricing structure, free levels and ease of set up and use were thjngs that clearly set this apart. As a startup, there wasnt much knowlege/experience with CRM solutions so finding something that could cope with swift and easy onboarding was key.- Industry: Writing & Editing
- Company size: 2–10 Employees
- Used Daily for 6-12 months
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Review Source
HubSpot for customer connections
Pros
Great user interface, perfect to track customer relationships and keep in touch with leads.
Cons
It is a little more expensive than some options but still less that Salesforce.
Alternatives Considered
Zoho CRMReasons for Choosing HubSpot CRM
HubSpot did the job of two other platforms saving staff energy.Switched From
Salesforce Sales CloudReasons for Switching to HubSpot CRM
HubSpot has more positive reviews and training products that met our needs.- Industry: Machinery
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
The difference between Salesforce and HubSpot is Night and Day
Pros
Coming from Salesforce, HubSpot is like night and day.
Cons
There are so many beta features I can't keep up. You basically have to have an agency on retainer to use HubSpot.
- Industry: Education Management
- Company size: 51–200 Employees
- Used Daily for 1+ year
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Review Source
CRM Review
I liked it a lot when we used it and I am considering using it when for when I start my own businesses.
Pros
I really like how easy it is to use especially in training. It was easy to integrate with other products.
Cons
I don't like that it doesn't have the ability to manage larger companies so we had to switch to sales force when our company grew for better tools.
- Industry: Mining & Metals
- Company size: 51–200 Employees
- Used Daily for 6-12 months
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Review Source
Good CRM for any industry
Overall, it's a good experience and I would recommend it for any industry.
Pros
It's very user friendly and easy to set up with no instruction. It has everything you need for a CRM.
Cons
I'd say that having to continually purchase upgrades for more features.
Alternatives Considered
Salesforce Sales CloudReasons for Switching to HubSpot CRM
It's a better bang for your buck especially if you don't need anything fancy.- Industry: Computer Software
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
Best marketing software that include awesome features which any use easily
Overall my experience with hubspot crm is very well, here first I used free version then I satisfy first time because at that time many software industries to provide their features to their customers then at that time I trusted hubspot crm .
Pros
Hubspot CRM is a awesome and easy option that contain all the necessary or aquier basic features for your business. Its most beautiful features is its free versions available for all, it is all basic features which solve your difficulties which are confusing or non perfect to someone.
Hubspot crm is a very famous and best software in industries which are leading in software industries at this time. There are many other software version available in market which provides all necessary features but hubspot crm completed our sequence.
Here email to other Clint and chat with clints are actually crazy need on time.
Cons
Paid version could out of experience for large area but I likely to review its because this platform provides all necessary features to all your acquirement or need your company.
There are many software available in market but we get in quality in hubspot crm other than best. We can send industrial email for future time.
- Industry: Computer Software
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Basic plan is best value
Overall, HubSpot is our go-to, all day every day. The most important aspect to us is that it allows us to keep all of our information and updates in one place easily organized and accessible across our organization.
Pros
We've had both the premium and basic plans of HubSpot and for what we need/use, the basic level is more than sufficient. It's a fantastic value and gives lots of options with a very clean interface and usability.
Cons
The single only premium feature we would utilize for our structure would be having multiple pipelines, however, for something this relatively small I couldn't justify the huge cost difference of upgrading just for that essentially.
Alternatives Considered
Salesforce Sales CloudReasons for Choosing HubSpot CRM
Better features on HubSpot, better value for what you getSwitched From
PipedriveReasons for Switching to HubSpot CRM
Hands down we chose HubSpot over Salesforce because of the cost/value, really no other reason as I'm a huge Salesforce fan...just not a fan of the price tag for a small organization.- Industry: Management Consulting
- Company size: 2–10 Employees
- Used Daily for 1-5 months
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Review Source
Better than others I tried
It has provided a central place to enter my contacts.
It has helped me somewhat track activities, IF I remember to mark them correctly.
Pros
I use the free version. It probably has the most ability of any of the free versions I tried, if you can figure it out.
It's easy to load new contacts, fairly easy to upload contacts from a spreadsheet and great for easily loading business cards to your contacts.
Cons
_It is not intuitive to use. You have to hunt and find "how-tos" for most tasks.
_I tried using the marketing mail feature and due to some triggers they have set up am now permanently locked out from ever using that function again; because their system estimated that legitimate emails I had on my list were not valid or would bounce back. Frustrating to put it mildly.
_I am sure there is more I could use this software for but the costs are too high for me to buy and I won't spend that kind of money only to find out it really doesn't work for the purposes I need it for.
_I have not found a way to categorize that will put the potential clients I need to continue to engage with on top of my list. The options offered don't cut it for my business. There may be a way but like I said, you have to hunt around to find how to do most of the options, which I don't have time to do.
_It does NOT auto-save! I have had to re-do entries, notes, etc. more than I care to think about. Otherwise, you snooze - you lose!
_All the instructions I have found so far are videos. I prefer step-by-step instructions so I don't have to search each time I need to do something I don't do every day. If they have them, they are located somewhere that is not clear or intuitive and I haven't found them yet.
_In some areas it is very forgiving, with options to change what you entered, while in others, not so much.
_You have to remember to check the box for auto-posting a follow-up, rather than auto checking.
Alternatives Considered
Microsoft 365Reasons for Switching to HubSpot CRM
Even though HubSpot was cumbersome I determined less cumbersome than the others I looked at. I can't remember all the ones I looked at but many were not clear how they worked. Although once I downloaded HubSpot I found it was not as intuitive as it had appeared and I had hoped.- Industry: Marketing & Advertising
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Nothing compares to HubSpot
The overall experience with HubSpot is such that I've tried to get it implemented company-wide! I preach HubSpot whenever the opportunity arises! It's all so very smooth, connected and automatic, and it saves me time every day so I can focus on selling and not as much on administrating.
Pros
Aside from the overall ease of use, I love that HubSpot connects with my Outlook and automatically logs and tracks emails. And that I get notifications on my phone when an email is opened. I can then call that person at that time while I'm on their mind, and my HubSpot app automatically logs the call and gives me a chance to jot a few notes too. Or perhaps they open the email and click the link to my HubSpot meeting scheduler...even better! It's all so blessedly interconnected and automatic!
Cons
I wouldn't say the task manager is bad, but sometimes I wish I had the ability to prioritize tasks..
Reasons for Choosing HubSpot CRM
There are more benefits to using HubSpot, not the least of which is that it's cloud based, so I can use it anywhere on any device. I couldn't do that with ACT!Switched From
Act!Reasons for Switching to HubSpot CRM
HubSpot had all the features I was looking for and more! Plus it has a free level that is very generous, and one I tried it, I was hooked!- Industry: Education Management
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Easy and cost efficient way to get started - solid functionality
Overall HubSpot was an easy and free way to get started with a CRM. Salesforce is expensive and may not be necessary at the outset, HubSpot is a way to address all issues a salesperson needs when getting started without having to worry about cost, a key issue at the time of your company formation.
Pros
Cost is great, free to get started with a low number of users. It actually delivers high value overall regardless of cost. The system has a wide variety of functionality, yet is well thought out.
The way the deal pipeline is constructed allows for the flexibility in how you can label and name your deal stages and how many you want to create. The drag and drop interface is intuitive, but a little slow.
Fields for individual users were customizable and overall HubSpot allows for a lot of flexibility.
Cons
Managing the deal pipeline can be cumbersome, difficult to read the titles of the deals when there are many of them, and the responsiveness of the platform could be improved a bit. The drag and drop isn't always responsive and can be very slow.
Alternatives Considered
Salesforce Sales CloudReasons for Choosing HubSpot CRM
GoldMine is terrible, antiquated, and unbelievable that my previous company even used it. Something Cloud based is obviously required for so many reasons, and the fields and everything about Goldmine were not flexible.Reasons for Switching to HubSpot CRM
Salesforce is expensive, and HubSpot not only is free but also it has a lot of enterprise level features.- Industry: Leisure, Travel & Tourism
- Company size: 2–10 Employees
- Used Daily for 6-12 months
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Review Source
Perfect for our startup
Brilliant, the fact that we can start on a free plan and do so much makes us think that hubspot could be a really good long term partner for us.
Pros
We love the fact that hubspot enables us to keep a track of all our clients in one place. Not only that but it is free. The ability to import data from excel files allowed us to upgrade our database from google sheets and combined with hubspots internal database elevated the amount of info we had to hand on our clients, taking it to the next level. We also love the fact you can create custom fields to the CRM and different views for different users.
Cons
To be honest there is very little not to like with hubspot, in terms of the various software we use, this one takes a little more time to implement and adopt, however once customized to your requirements it becomes way easier to use.
Alternatives Considered
AirtableReasons for Choosing HubSpot CRM
Google sheets is limited and to get it to the level of customization we have with hubspot would be a nightmare. Hubspot is also really user friendly compared to google sheets.Reasons for Switching to HubSpot CRM
We really like the interface for hubspot and the fact they have a lot of basic data on clients, like number of employees etc..- Industry: Financial Services
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
HubSpot: A Swiss army knife that costs less than an arm and a leg, initially
My experience has been great with HubSpot. The Free and Starter plans offers excellent values and functionalities. Instead of piecing numerous SaaS bits together, HubSpot is a one-stop shop that is backed up by a reputable company and a lively ecosystem. Its knowledge base is vast and I can usually find solutions on its FAQs or HubSpot Certified Group on Facebook. You cannot reliably claim that about other niche platforms.
Pros
I got introduced to HubSpot via its Academy, which truly has excellent educational content. HubSpot brilliantly uses its extensive knowledge base to attract prospects. As part of the InBound Sales certification course, I started using its CRM and gradually expanded to other service offerings, such as the self-service scheduling and chatbot services. What HubSpot does better than its competitors is the seamless integration between the mega modules (Marketing, Sales, Customer Service, CMS and Operations). You can start with as few/many modules as your organization needs.
Cons
The Starter Plans are cost-effective ($0 to $45/month) but shoot up astronomically as you scale up to Professional and Enterprise tiers ($360+/month). A more economical tier between Starter and Professional would better serve the SMBs.
- Industry: Media Production
- Company size: 2–10 Employees
- Used Daily for 1+ year
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Review Source
Free Version is great, but when you pay you really pay
Pros
I got the starter pack for all, CSM, Marketing, Sales, etc. for a low price but you pay out the nose for marketing contacts and the value added isn't actually a whole lot. You could use an emailing service like ConstantContact or even a cold email service and get better value for monthly cost for marketing contacts.
Cons
I originally set it up to be an all-in-one location for all my contact management but that hasn't been the case, though it HAS replaced A LOT of my platforms, it still hasn't yet replaced Monday.com.
Also, there isn't an easy way yo separate out the CRM, like compartmentalize people who are receiving marketing compared to clients that are specifically sales. This means having two HubSpot accounts, one for marketing and one for sales and it's just a hastle. If they only made a user-level experience where you could effectively hide all the marketing contacts from sales until they become sales contacts, it would fix the issue.
The main thing we use Monday for is because it's a light platform we can push all our sales cycles through for task management. Where as HubSpot still has a poor sales pipeline management system with updates that should have been done YEARS ago. I've seen people complaining about the "NEW DEAL" tag with all new sales deals since 2018 and it's still there! Crazy to me this pipeline system need aa revamp and it's not getting enough attention
Alternatives Considered
monday.comReasons for Choosing HubSpot CRM
HubSpot seemed to be an all-in-one solution, but didn't pan out that way. Though it definitely replaced Pipedrive, couldn't replace Monday.Reasons for Switching to HubSpot CRM
Ease of use, contact updating is easy and their support is great.- Industry: Real Estate
- Company size: 2–10 Employees
- Used Daily for 1+ year
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Review Source
You will be spot on if you use HubSpot.
I used to hate CRM software. I would make my own CRM from Microsoft One Note. However once I started using this I liked it so much better than salesforce. I love the interface, how it keeps me on top of clients, the notifications. I like to set reminders months in advance and I never lose track of any customers. It helped me personally manage a campaign of hundreds of leads and few hundred more of existing clients.
Pros
The email campaigns, customer management, sales campaigns and customization.
Cons
The price you need to pay to put together an email sequencing campaign. Last I checked it was $400 a month to enable that feature. That's my only issue with the software. Other than that I love it.
Alternatives Considered
Salesforce Sales CloudReasons for Choosing HubSpot CRM
This was a much better platform. The value is also incredible. It staggering how many features you get for free. It's nuts. You can run a company's marketing, sales, and lead generation campaigns effectively for FREE.Switched From
Salesforce Sales CloudReasons for Switching to HubSpot CRM
In my opinion this is THE BEST CRM you can use. Especially considering what you get for free. In this time of financial insecurity you need to use what you can get for free to keep your overhead low.- Industry: Management Consulting
- Company size: 51–200 Employees
- Used Weekly for 6-12 months
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Review Source
A complete marketing and sales solution
Overall experience has been positive for us, we were in the process of setting up our sales and marketing vertical and this tool helped us sort three mail pain points 1) sales pipeline management - we were able to set up our entire sales workflow with this tool 2) Communication and Engagement - Maintain effective and continuous communication with existing customers and leads 3) Increase conversion - few automation processes did help us increase conversions rate by a bit
Pros
1) We initially went ahead with free plan of HubSpot CRM, before going forward with paid one to ensure that the tools fits our use case. The free version includes all core functionalities and can be a good option for startups and small businesses with small budgets 2) UI and UX of the tool is very intuitive, we were able the team was able to onboard onto the tool very easily, with some training3) The tool helps us to create workflows and automate Automation lot of redundant tasks, this saves lot of time. We have also lately integrated a HubSpot based chatbot on our website for direct lead generation
Cons
1) Not all features are available in free plan, for e.g. there is an automation limit on free plan, we tried setting up automation of workflows on free plan initially but were not able to set up automated emails. Also, there is no chat or phone support for free plan2) Marketing hub, sales hub or servicing hub, each one comes with its own cost, that is over and above its subscription cost 3) It takes users some time to get accustomed to advanced features, basic ones are easy to get used to
Reasons for Switching to HubSpot CRM
Free plan and reasonable pricing was the main reason, it helped us test the key features of the tool before going ahead and buying the paid version- Industry: Financial Services
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Great for Big Teams
Overall it is a great CRM with all features available but it is expensive.
Pros
It allows for all possible lead captures and contact management you can think of.
Cons
Visually every page looks the same so it can be confusing when learning the CRM to start with and take longer for team to get to know the navigation on the platform.
Reasons for Choosing HubSpot CRM
The old system was not sustainable for growth and contact management.Switched From
Google DriveReasons for Switching to HubSpot CRM
Customisable to our services and loads of intergration.- Industry: Information Technology & Services
- Company size: 51–200 Employees
- Used Weekly for 2+ years
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Review Source
A Nightmare in SaaS: HubSpot's Sales Trap and Operational Chaos
Choosing HubSpot over Salesforce was one of the biggest, most damning decisions I've ever made for the growth of my company, Desygner, which boasts 40 million users. We initially moved to HubSpot due to a tempting 90% discount, but what seemed like a cost-saving choice turned into a nightmare that has plagued us for the past three years.
HubSpot's sales team is stellar at their job, perhaps the only good thing about them. Their ability to upsell and ensnare us into buying more and more was phenomenal. Unfortunately, that’s where the positives end. The product itself is a disaster.
Buggy is an understatement. Confusing is far too kind. I love software, but this product makes me want to rip my hair out every time I use it. It’s so problematic and unreliable that my sales team flat-out refuses to use it. Despite investing over $150,000, the real cost isn’t just financial—it’s the lost opportunities and the mess this bloated, dysfunctional system has brought to our operations.
HubSpot’s constant upsells are infuriating. To get anything reasonable done, you’re pressured into buying more features. The product is bloated, and I wouldn’t recommend it to any business, especially if you have more than a few employees. Even then, why bother?
After enduring this chaos for three years, it’s time to escape. HubSpot was supposed to help us grow, but instead, it’s been a massive hindrance. If you value your sanity and business growth, steer clear of this nightmare.
Pros
HubSpot's sales team is stellar at their job, perhaps the only good thing about them. Their ability to upsell and ensnare us into buying more and more was phenomenal. Unfortunately, that’s where the positives end. The product itself is a disaster.
Cons
Buggy and unreliable
Extremely confusing interface
Ineffective and unusable for sales teams
Constant upsells to access essential features
Bloated and dysfunctional system
Significant financial investment with minimal return
Lost opportunities due to operational inefficiencies
Buggy is an understatement. Confusing is far too kind. I love software, but this product makes me want to rip my hair out every time I use it. It’s so problematic and unreliable that my sales team flat-out refuses to use it. Despite investing over $150,000, the real cost isn’t just financial—it’s the lost opportunities and the mess this bloated, dysfunctional system has brought to our operations.
HubSpot’s constant upsells are infuriating. To get anything reasonable done, you’re pressured into buying more features. The product is bloated, and I wouldn’t recommend it to any business, especially if you have more than a few employees. Even then, why bother?
After enduring this chaos for three years, it’s time to escape. HubSpot was supposed to help us grow, but instead, it’s been a massive hindrance. If you value your sanity and business growth, steer clear of this nightmare.
- Industry: Marketing & Advertising
- Company size: Self Employed
- Used Daily for 1+ year
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Review Source
A must have for any business!
Overall, I would definitely recommend Hubspot to any business who wants to keep records of client data and communication.
Pros
This software has made my life so much easier! With automatic email logging and the ability to make notes, log phone calls and other important documents, Hubspot keeps all of my important information in one place. Hubspot gives me the ability to store all my clients details, their company details and all my communication with them in one bit of software. This makes it easy to look back over whenever I need to and keep up to date with what's going on. Hubspot also has the ability to have multiple team members within one account. Although this isn't something I use currently, it is something I have used in the past. This feature is wonderful for all team members to see emails both incoming and outgoing from customers / clients and is a life saver for looking back over email / telephone communications say if a team member is off ill and their client needs looking after for a few days.
Hubspot has also been updated to comply with GDPR standards.
A key positive for Hubspot for me is the knowledge that my collected data will stay in Hubspot for as long as I keep the software. As I am looking to take on employees within the next year, these new team members will be able to learn about exiting customers / clients through the information stored in Hubspot.
Cons
It can be a little pricy for individuals. Personally, I went back to the free plan after not feeling I got my moneys worth out of the more advanced plan.
Hubspot doesn't always integrate with other software you may have, or sometimes it will integrate but not as well as you would like.
I use Spark email for OS. Although Hubspot does still track my outgoing and incoming email, if I BCC clients into an email, this isn't tracked in Hubspot. This can be a little annoying but it's not a deal breaker for me.
- Industry: Marketing & Advertising
- Company size: Self Employed
- Used Daily for 2+ years
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Review Source
I hate HubSpot so much, it made me loose a lot of money!!!
The worst experience with a piece of software in my life. I have lost thousands because of HubSpot. Avoid with all your means!
Pros
I really wanted to be fair and find something that I like about HubSpot but, to be honest, when I tried to do so, I was unable. It has so many bugs, its control panel UX is so bad, the learning curve is so big and it lacks so many features, that this is the first review I make in Capterra where I cannot find anything I like of a piece of software.
Cons
Oh, god. I have TONS of things that not only I dislike, but HATE of HubSpot. 1) The learning curve is ridiculously big, as a result of a very badly designed UX and the constant bugs when using it. 2) You will need hours, days, weeks and sometimes months of hard work to design by yourself a decent landing page that will still lack many functionalities and look not so good. Their visual editor is really really bad, and coding in HubL is frustrating. And if you look for predesigned templates, most of them are terribly badly designed. It has issues every now and then, and you will lose contacts, automations will not work... a disaster. Their support chat works sometimes, sometimes not, just when they decide to make it available! Very careful with the Advanced Code Snippet box in your landing pages settings, don't place your tracking codes there: sometimes this doesn't work and you will lose retargeting opportunities. Also, email templates are terrible. Oh! And this one is the worst: if you tag your ads' URLs with UTM tags, HubSpot receives these tags but will not show you this info for all interactions, only for the interaction preceding the creation of the contact. TERRIBLE!!! I think this has to be the worst CRM ever in history!!!
- Industry: Marketing & Advertising
- Company size: 11–50 Employees
- Used Daily for 1-5 months
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Review Source
Lightweight, straight-forward CRM solution
Overall, the ease of setup and use make HubSpot the perfect solution for our early-stage start-up. It is economical and lightweight, and allowed us to get going with a CRM very quickly and ensure our customer data was kept up to date from early on.
Though HubSpot has a long way to go before it replaces Salesforce as a fully fledged CRM ecosystem, it certainly is on the way there, and a perfect solution for smaller businesses who can't quite afford Salesforce's much higher price tag.
If your business and its customer data is not very complex and you need a simple and reliable CRM to manage it, then HubSpot is for you. If you require your customer data to work with a more complex wider ecosystem of software, from Finance to HR, then HubSpot isn't quite there yet, so best to go for something more established and developed.
Pros
Without a doubt, the ability to have unlimited free users was incredibly useful. We have a number of freelancers who work with us on a part time basis and we were able to give them all access to the CRM for free. This gives HubSpot a considerable edge over it's per-license competitors.
HubSpot's lightweight ecosystem allows you to link all sales, marketing and service information in one place, all with a very straightforward and easy to understand user interface (another of HubSpot's benefits).
On the Marketing side, HubSpot's email builder is simple, yet powerful, and allows us to create great emails to send out to our customer base. On the Sales side, the Outlook Add-in allows us to make sure all sales activity by all team members is being tracked and logged in the CRM, so we are able to track performance and customer interactions quickly and easily. The Service functionality has allowed us to build out a fully fledged help centre for our customers.
Cons
Some aspects of the software are a little incomplete and/or suffer from inexplicable lacks of functionality. Sadly HubSpot CRM is yet to completely separate itself from its past as solely a marketing automation tool. It is obvious that the entire system architecture has been built around the contact record object type, with several frustrating quirks arising as a result. For example, a lot of the workflow functionality differs depending on the object type in use; contact based workflows allow you to use future dates as a trigger (e.g. run workflow x days before y date), whereas Company and Deal based workflows do not.
There are also a number of fundamental functions that require the Professional tier license to access. These include but are not limited to calculated fields, multiple currencies, lead rotation automation and A|B testing on emails. Clearly I understand that you get what you pay for, but given that these are all indispensable functions of a CRM, it seems to render the 'Starter' tier entirely useless, forcing you to pay the higher price. That being said, I am grateful that calculated fields are now a Professional rather than a higher Enterprise feature.
One last frustration is the inability to have multiple users on different tiers within the same Hub. I would greatly appreciate the ability to give Starter licenses to some of my free users, to give them a little more functionality, however, I am only allowed to purchase more Pro licenses, which I can't afford.