topic Re: Tracking notes about a client in Tips, Tricks & Best Practices

Tracking notes about a client

PFarrell8 — Tue, 11 Apr 2023 16:17:12 GMT

Hi all,

Forgive the very basic use-case but I'm struggling to see a solution within HubSpot, hence this question.

Where can I store and view all the little titbits of information I get from my various client interactions? For example, I learn that my main contact at one client is about to embark on a journey somewhere. I want to quickly add this info to the contact so that the next time I talk to him, I can quickly review the set of info I have for him.

This seems like a basic job for a CRM but I can't see how I can easily do that. Any ideas?

Re: Tracking notes about a client

karstenkoehler — Tue, 11 Apr 2023 16:24:45 GMT

Hi @PFarrell8,

In the top left corner of each record you should see orange circular icons. This is where you can manually log a note to a record: https://knowledge.hubspot.com/contacts/manually-log-a-call-email-or-meeting-on-a-record

The first icon (notepad) is the one you're looking for.

Best regards!

Re: Tracking notes about a client

Jnix284 — Tue, 11 Apr 2023 19:37:20 GMT

@PFarrell8 here are two snapshots that will help you find the option to add a note.

1 - as @karstenkoehler mentioned, the orange icons include one for "create a note" - the default is the first button, but you can reorder these to work best with your processes (mine isn't an icon):

2 - from the Activities in the middle, click the Notes tab and then Create Note (this is what I use because it is much less frequent for me since I'm not a sales rep):

Re: Tracking notes about a client

RemyMill — Mon, 18 Mar 2024 17:14:44 GMT

@karstenkoehler @Jnix284

What if the CRM user wants to have a sort of 'master note' or 'rolling document' where they record ALL client interactions throughout - for example - the customer journey through onboarding.

Is the best tactic here simply to add all of the information (client goals, POC info, project specs, client notes, project feedback, etc.) into one large note? This doesn't seem beneficial. Almost seems better to just recording all of this info in a rolling documnet within Google Docs. In that case, input can be found and linked to via H1, H2, etc.

Looking forward to your advice on this topic!

Re: Tracking notes about a client

Jnix284 — Tue, 19 Mar 2024 12:05:22 GMT

Hi @RemyMill I have seen instances where a single note is used and the note is pinned to the top of the record so it can be added/updated easily.

Headings can be copy/pasted into notes, so if you have a template you're using you could pull the formatting in with a snippet, unfortunately the heading options aren't available in they WYSWIG editor for notes.

With new CRM cards, it sounds like you might have an opportunity to pull this information through if you already have it in an external source - or if you want to create a more streamlined way of compiling the information on the record.

Re: Tracking notes about a client

RemyMill — Tue, 19 Mar 2024 18:46:02 GMT

Thanks for the insight.

We currently use Google docs to track client notes. I'm not sure how
scalable it is to make a connection between Google Docs to CRM cards.

Re: Tracking notes about a client

Jnix284 — Wed, 20 Mar 2024 01:04:35 GMT

You're welcome @RemyMill, you might explore creating a "template" with the outline of your google doc format that you add to a snippet, this would let you easily insert the outline into a note in HubSpot following a consistent format.

Another option is to create a contact property where you can add the URL for the google doc to make it easier to access. Alternatively, you could pin the link in a note.

I'm not sure what your subscription tier is, but if you can look into a single Service Hub Enterprise seat, this would unlock custom objects for you. A single seat is now only $130/mo for new customers and the most affordable route to unlock custom objects.

With Enterprise, you could create a custom object for the project where you capture all of the information as properties for the object.

The object could then be associated to the contact/company and you could potentially have more than one if needed. The object record would hold all of the vital info without needing a google doc and the view could be customized to organize the information.