So I’ve run into this a few times now across different clients and as we’re doing work with larger businesses this is becoming more of an issue with no real resolution.
Simply put:
1. Allow Admins to customize the actual HubSpot Navigation (sidebar in the new UI) and completely hide some tools and sections from users.
2. Allow Admins to re-label default properties and objects to better conform to customers internal language & understanding.
Point 1: Customers who are coming over from, or integrating with, other systems like Salesforce and NetSuite have the ability to do these things and are quite surprised when HubSpot does not offer the same. Even with access turned down to minimum there are a LOT of things users can see and interact with.
It’s things like Sales only users being able to see Marketing tools, or customers who aren’t using Commerce or Content Hubs still having them on the UI. There’s also very obvious upgrade icons and users have the ability to start trials or “Talk to Sales”. Portals should have the ability to hide sections and tools that are not in use, or conditionally show them to users as needed.
On one hand I understand the whole product-led growth and in-app prompts bit on HubSpot’s end, but it’s wild that Enterprise-level portals with hundreds of users has no control over this. An actual example that happened recently saw user innocently clicking on Service Hub tools that weren’t subscribed to, which started trial and then a giant banner appeared in HubSpot for ALL users.
This creates a lot of clutter in HubSpot and makes it harder to navigate, especially for users who are new to CRM and to HubSpot - we essentially have to tell them to just ignore things which isn’t a foolproof method.
Point 2: Default system nomenclature like Contacts-Companies-Deals captures the essence of how things are managed and works in most cases, but they’re also quite rigid. Some customers are used to talking about their data in different ways, for example a “Deal” being known as an “Opportunity” or a “Contact” being known as an “Individual”. This also extends to some default fields like “Company Owner” which users often mistake for “the person who owns and runs this company” instead of the person responsible for the record in HubSpot.
It would be great if we were able to edit the labels of default properties and also objects themselves so we can align the language of the system to what customers are used to, especially when they have to jump between systems and the nomenclature is significantly different between them.