Whilst analyzing data, we have realised that we have a lot of active customers with whom we have established no contact (from sales perspective). We want to focus on establishing contact, nurturing relationship and farming for opportunities.
I am trying to use the Sales tool for account management and I am running short of options / ideas. I am wondering if Hubspot is more focussed on lead closure vs. account management. Can someone help me with points below:
1. What are the in-built / existing account management fields, processes, and workflows in Hubspot?
2. How to best track companies based on account management lifecycle status: There are some accounts who we need to have an intro call with, and some where we have a good relationship with and need to focus on nurturing. Is there an existing field I can use or do I need to create one?
3. Can someone guide on what are the best account management statuses to track?
4. Any in-built reports for tracking progress in this space?
Hi @SBanthia ,
In case you haven’t found this post on How to Use HubSpot for Customer Success already, I thought I would direct you to it, as I think it might help you with your efforts.
Hey @SBanthia
so this is a great question.
You have a lot of features that can support the nurturing, activation and upskalling process in HubSpot such as sequences, workflows, emails.
Th first and most important part are the defined processes. You can have an account management/onboarding process either in sales or in Service Hub.
You can start using either lead status, or have your own custom property such as "customer status"with the options that best represent your company. For example, our SAAS customers use customer status with values such as “free trial , first 90 days, Activated, Need upgrade, want downgrade” and more values related to the app activation status.
Each of this values has a specific process behind for complete the activation process or talk to sales after a free trial.
Once you have this new system implemented you can have the reports that shows you the best reflection of your customers status.
If you need support or guidance on how to better set this up for your company we can help, let me know.
Hi @SBanthia
We’ve collected all the best practices we could find on how to set up HubSpot for customer success teams, and I think a lot of that would be relevant for what you’re looking for as well. Here’s the ebook we put together on HubSpot for CS teams, I hope you find it useful.