Jun 17, 2020 10:59 AM - edited Jun 19, 2020 10:45 AM
Attendees of Building Your HubSpot Operations Manual Session #2: Business Process Optimization: What are 2-3 key points or thoughts you have stemming from today's discussion?
Recordings of This Series:
Session 1: Go-To-Market Fundamentals
- Main Room (Password: 8v.5.$34)
Session 2: Business Process Optimization (this session)
- Main Room (Password: 9o=6==1Q)
Jun 17, 2020 11:54 AM
Key takeaways: Using storytelling as a more effective way of rolling out process optimizations, as opposed to being so data-heavy in presentation.
What topics should we cover next: Identifying areas for automation while building out processes and then implementing those ideas. Tying event log data back to processes in order to see where processes are breaking down, what is reality vs. expectations
Jun 17, 2020 11:55 AM
While processes may be created in an addhoc method, it is important to keep in mind scalability and long term inplications of that processes. Also how will it be adopted by your team... who has to buy in to the process on your team to make it work and how it will impact the customer experience.
Jun 17, 2020 11:55 AM
Two topics that came up in our breakout room that I'd love to dive into more:
Jun 17, 2020 11:56 AM
- Thinking about Ops decisions and processes from the Buyer/Customer perspective.
- Educating HubSpot users from different departments about the impacts process changes will have for them.
- Using storytelling more as an educational approach for internal process change and/or reports.
Jun 17, 2020 11:59 AM
Jun 17, 2020 12:00 PM
Thanks to everyone for sharing insights.
My key takeaways from out breakout session:
Jun 17, 2020 12:01 PM
1. Other people are also struggling with some processes that I find challenging.
a. The webinar process is still a lot of manual work even with the integrations with zoom and go-to webinar
b. How to best present the data and reports to sales teams and customer success teams.
2. How to build the process in Hubspot for scale? Using dynamic lists, using forms, lead assignment is not associated with one specific person?
Topics to cover next?
1. How to do Account-based reporting?
2. How to do UpSell Mapping ( customer lifecycle stages? )
3. How to see the entire journey of a lead from capture to close ( right now we have a view of the deal stages but how to tie them to Lead stages, especially when Hubspot is used for marketing and other CRM (Salesforce) is used for sales.
4. Find out the amount of time spent in a specific marketing stage - Time in MQL; Time in SQL etc.
Jun 17, 2020 12:04 PM
When I ...
I want to...
NOTE: We have a "Customer Vitality Workshop" that we use with clients to demonstrate this. This is an example from that workshop:
As a Materials Manager at a large manufacturing company...
When I have a part requirement from a Design Engineer for a new product...
I want to source a supplier who can reliably deliver a competitively priced, quality product on time...
So I can save money while improving performance without running out of inventory.
Jun 17, 2020 12:16 PM
How do we define business processes?
-All steps involved between a company and a client in order to something to happen.
-Look for rocks or thing the teams is accountable for. They share goal, understanding, context.
- Use a system of check and balances
>Key elements (to avoid confussion)
>>you have de goal (where we want to get),
>>>the process (is how we get there),
>>>>the campaigns (is de fuel of the process)
>>>>>and then we have the tactics (ways of implementing the process).
-Communicate the purpose of the process to the team
--make a step by step documentation
When/why do we create a process?
>When there is a problem/something not working / something missed
>Use Agile: build a backlog, work with sprints
[One particular template, often referred to as “As a… I want to… So That…” is the most commonly recommended aids (often outgrown once past the novice stage) for teams and product owners starting to work with user stories and product backlog items in general:
- As a (who wants to accomplish something)
- I want to (what they want to accomplish)
- So that (why they want to accomplish that thing)
more info here: https://www.agilealliance.org/glossary/user-story-template/
Jun 18, 2020 2:17 AM
Key take aways from yesterdays session: