topic Re: Tracking ref*rral source to other Hubspot Contacts in Tips, Tricks & Best Practices

Tracking ref*rral source to other Hubspot Contacts

drafeedie — Thu, 25 Jul 2024 21:05:29 GMT

Most of our customers are referred to us by other contacts in our Hubspot database. We are trying to track deal attribution to the contact that refers it. Here is what we've tested and they all seem to fall short.

1. Custom property that we manually populate the list with names. This is not great becuase it takes a ton of maintenance and also has no real tie back to the contact record itself, so impossible to scale.

2. Contact > Deal association using a custom label called 'r*ferral source'. This works better than #1 above, however, it totally ruins the deal object if you have other interactions going on with the associated contact. Hubspot automatically links all activities from the ref*rral source into the deal so it muddies the deal activities a ton. (This is particularly cumbersom for us because we use HelpDesk for service and many of our ref*rral contacts also email us regularly.)

I'm not sure how Hubspot has such a (seemingly) glaring hole in their database here, but any ideas or workarounds for this sort of tracking?

Thanks!

Re: Tracking ref*rral source to other Hubspot Contacts

Jnix284 — Fri, 26 Jul 2024 02:05:11 GMT

@drafeedie the most common solution for this requires an enterprise subscription and leverages custom objects.

Another option could be a custom CRM Card that could surface ref*rral information in the middle pane.

It really depends on how you want to leverage the information, are you wanting to show attribution on individual records, or do you need extensive reporting?

Re: Tracking ref*rral source to other Hubspot Contacts

Lucila-Andimol — Fri, 26 Jul 2024 08:56:06 GMT

Hi @drafeedie

If you need to handle the Referrers independently I'd also suggest like Jennifer to create a Custom Object.

If this is not a possibility to can have a custom property with a workflow that copies the name of the Refferer into that property of the deal. this is specially if you want to build reports of deals by Referrer.

IF its only information to visualize, I'd go with a custom card that shows the information of the referrer. YOu will still need the association label but to copy information from 1 object to the other.

I also wanted to be sure on how you are linking everything because if you connect Contact 1 Referrer > To Contact 2 Referee and the Deal is only connected to the Referee you shouldn’t have problems with the activity sync.

Hope this helps

Re: Tracking ref*rral source to other Hubspot Contacts

drafeedie — Fri, 26 Jul 2024 11:24:03 GMT

@Jnix284 We are an enterprise user, so a custom object would be an option. From a reporting perspecitve, we'd want to be able to see how many ref*rrals each Contact has referred us per year, or per month or per whatever. When we are in a contact record, we'd also like to see the deals that that person has referred us. Phase 2 might include the ability to automate a "Thank you" program to update the ref*rrer that the deal was closed and we appreciate the opportunity.

If using a custom object, it it possible to sync the records from native contact object automatically? Or would it essentially be duplicating all contact records and then associating the custom object with the original contact object?

Re: Tracking ref*rral source to other Hubspot Contacts

Jnix284 — Thu, 15 Aug 2024 23:29:27 GMT

@drafeedie with automation/workflows and possibly custom coded actions (CCAs) you can natively sync the custom object to the contact and deal record - no need to duplicate contact records.