Ask Me Anything About CRM Management Training

[DavidChaves]

Are you looking to take your HubSpot CRM knowledge to the next level? We are here to help!

We are Serena and David and we work as Customer Training Specialists on the Classroom Training team at HubSpot. We deliver face-to-face training courses on different topics to HubSpot customers.

For the next two weeks, we’ll be collecting questions about our CRM Management training and we’ll be posting the answers on June 12 from 2 to 3 pm GMT. The questions we’ll be answering can be about our course agenda, the tools we cover, the format of the training… you name it. Some great question examples are:

• ‘How does HubSpot CRM help me remain GDPR-compliant?’
• ‘How can I use HubSpot CRM to map my sales cycle?’
• ‘What is the difference between lifecycle stages and lead status? How can they be used effectively?’
• ‘What is the value of joining this in-person CRM training?’

We want for our responses to be helpful to as many users as possible, so if you have more technical questions about your CRM set up, we suggest that you open a Technical Support Ticket or start a thread in the community.

You can post your questions on the comment section from June 3 to June 12, and we’ll be posting the answers on June 12 from 2 to 3 pm GMT.

We look forward to hearing from you!

Serena & David,

Customer Training Specialists at HubSpot

This AMA is now closed. If you have any questions, please post them in the Community.

[MFrankJohnson]

Hey Serena & David, thanks for the AMA.

Will you guys speak to HubSpot's recent removal of the IP address property and IP anonymization? We're sure there's more to know than the handful of properties might imply.
- see image

HubSpot IP Address Properties (anonymized)

Thanks in advance.

[KeyWestScott]

I  too would like some clarification on why this was removed.  We happen to use this information, along with the other information that is captured when the customer is on our site, for those instances where there is a credit card dispute (sell directly to consumers).  The banks and credit card issuers require an IP address, among other things, as proof of the customers purchase.

Thank you.

Scott

[SerenaPol]

I  too would like some clarification on why this was removed.  We happen to use this information, along with the other information that is captured when the customer is on our site, for those instances where there is a credit card dispute (sell directly to consumers).  The banks and credit card issuers require an IP address, among other things, as proof of the customers purchase.

Thank you.

Scott

Hi @KeyWestScott ,

If you look at our reply to Frank’s question in this thread, the IP address is considered personally identifiable information (PII) and is governed by data privacy laws and for this reason it has been deleted from HubSpot.

As regards your specific question about proof of customers’ purchase, I would suggest consulting your developers and Integrators about other options to collect this information. More updates have been posted in the HubSpot API Changelog and in this conversation thread.

Best,

Serena

[KeyWestScott]

This is no more “personally identifiable info”, than a name, address and email, which ARE part of the contact record.

Thanks.

Scott

[DavidChaves]

Hey Serena & David, thanks for the AMA.

Will you guys speak to HubSpot's recent removal of the IP address property and IP anonymization? We're sure there's more to know than the handful of properties might imply.

Hi @MFrankJohnson,

On May 29th, 2019, the IP address was removed as a contact property and the data was deleted from HubSpot due to data privacy regulations. With this, customers can continue to leverage approximate location information, while not storing sensitive personal information on end users. The location information will continue to be populated on contact records (IP country, IP city, etc.). However, the IP address itself will not be persisted.

[kheni1001]

Hello, 

Can you please tell me Hubspot provides the functionality like record a call log same like other CRM doing? I need to REST API to register call log action in Hubspot. 

Also, I needed to retrieve the log call base on user's phone number or email using REST API. 

[SerenaPol]

Hello, 
Can you please tell me Hubspot provides the functionality like record a call log same like other CRM doing? I need to REST API to register call log action in Hubspot. 
Also, I needed to retrieve the log call base on user's phone number or email using REST API. 

Hi @kheni1001 ,

It is possible to create an engagemnet to store data from CRM actions, including calls, across different objects. You can find more information about how to create Engagements APIs on this HubSpot Developer's Page.

For more in-depth technical advice on this, we suggest that you bring up this discussion in the HubSpot Developer's Forum.

Best,

Serena

[sharonlicari]

Hey guys,

I want to bring this AMA to your attention in case you have any other question related to this topic. 

@ErinKas @johnelmer @LaurenSH @diller @CorbinAssembla @BrookeHarper1 @Bettinarf @melissacord 

Thank you 

Sharon 

[DinaRingel]

This is great that we can add team members to our customer list for them to view.  I was asking to see if there is a way for each team member to see the entire list of customers but not any contact info?  This helps to make sure we are not contacting the same customer, or potential new customer but also need them to be able view their own customers to make updates on contact, address, and any notes.  I was told there was not an option now but maybe in the future.

[DavidChaves]

This is great that we can add team members to our customer list for them to view.  I was asking to see if there is a way for each team member to see the entire list of customers but not any contact info?  This helps to make sure we are not contacting the same customer, or potential new customer but also need them to be able view their own customers to make updates on contact, address, and any notes.  I was told there was not an option now but maybe in the future.

Hi @DinaRingel,

You can edit the permissions of your users so they can view, edit, and contact their owned contacts only. This would be done through your Settings > Users & Teams, and from there you can set the permissions under “Contacts Access” (see screenshot below).

[DinaRingel]

This is correct however, I need the team to see all the company names but none of the notes or contact info but I need them to see the notes and contact info for the companies they enter into the system. This helps to see who is working with what customer but they can not contact them or see any contact info or notes.  Hope this makes sense.  I was told this was not something that could be done right now.  

[relaycreative]

For small, scaling businesses who don't use a CRM striclty, can you provide links to the fundamentals of using a CRM? Why must we have it? Also, a plan on how to take next steps. As a small business, we are juggling several functions and time is limited. But we have the desire to scale. What are the building blocks as it pertains to CRM, Sales and Profitability? I think just knowing what are the next 3 to 5 steps in our process could prove to be amazing.

[DavidChaves]

For small, scaling businesses who don't use a CRM striclty, can you provide links to the fundamentals of using a CRM? Why must we have it? Also, a plan on how to take next steps. As a small business, we are juggling several functions and time is limited. But we have the desire to scale. What are the building blocks as it pertains to CRM, Sales and Profitability? I think just knowing what are the next 3 to 5 steps in our process could prove to be amazing.

Hi @relaycreative,

Using a CRM - even in a small-medium business - will make it easy to organise, track and grow your pipeline. Below you can find a few resources to assess whether using a  CRM system could be the right move for your scaling business:

• 9 benefits of using a CRM system
• 11 key benefits CRM systems provide to a business
• If you don’t use a CRM, here’s why you need one

And of course if you’re looking for an easy way to get started with HubSpot CRM and leverage its full potential for your business you can join us in our in-person CRM Management training.

[SerenaPol]

For small, scaling businesses who don't use a CRM striclty, can you provide links to the fundamentals of using a CRM? Why must we have it? Also, a plan on how to take next steps. As a small business, we are juggling several functions and time is limited. But we have the desire to scale. What are the building blocks as it pertains to CRM, Sales and Profitability? I think just knowing what are the next 3 to 5 steps in our process could prove to be amazing.

Hi @relaycreative,

Using a CRM - even in a small-medium business - will make it easy to organise, track and grow your pipeline. Below you can find a few resources to assess whether using a  CRM system could be the right move for your scaling business:

• 9 benefits of using a CRM system
• 11 key benefits CRM systems provide to a business
• If you don’t use a CRM, here’s why you need one

Of course, if you’re looking for an easy way to get started with HubSpot CRM and leverage its full potential for your business you can join us in our in-person CRM Management training.

Best,

Serena

[coolnicekid673]

what is this all about

[DavidChaves]

what is this all about

Hi @coolnicekid673,

We are members of the Classroom Training team at HubSpot and we offer different in-person group trainings to customers in different regions.

Our CRM Management training is designed for sales reps who are looking to sell more effectively and boost their efficiency through HubSpot CRM, as well as CRM admins who are looking to onboard new users into HubSpot CRM.

You can find more information about the course and save your seat for your preferred location here.

[DavidChaves]

what is this all about

Hi @coolnicekid673,

We are members of the Classroom Training team at HubSpot and we offer different in-person group trainings to customers in different regions.

Our CRM Management training is designed for sales reps who are looking to sell more effectively and boost their efficiency through HubSpot CRM, as well as CRM admins who are looking to onboard new users into HubSpot CRM.

You can find more information about the course and save your seat for your preferred location here.

[Nzilani_Glass]

We've been using Hubspot to optimize how we can interact with past and potential clients, mostly churches and arts insitutions in our area. 

We recently ran into some issues when exporting our contact/companies list to an an .xls file in preparation for sending out a promotional pamphlet. Ideally when exporting the addresses/phone numbers/etc from Companies list, we would also have the ability to include the names of the associated contacts, but the column only shows us the number of contacts, not the names. 

We tried creating another .xls from the Contacts tab, but then we are running into the opposite problem, not being able to filter the contatcs by the description column, which is how we had been organizing the contacts. 

Is there something obvious I'm missing? Or any way to easily integrate contact names, company names, addresses and phone numbers into a simple spreadsheet?

Thanks!

[Bettinarf]

we ran into the same problem, we solved it by using lists. There you can combine contact properties and company properties.

Nevertheless it would be really desirable to have the possibility to combine contact an company properties throught the entire HS software.

REgards, 

Bettina

[DavidChaves]

We ran into the same problem, we solved it by using lists. There you can combine contact properties and company properties. Nevertheless it would be really desirable to have the possibility to combine contact an company properties throught the entire HS software.

Hi @Bettinarf,

That’s correct. You can combine contact and company properties with the list tool in HubSpot. Alternatively, you can also consider the option with saved filters as suggested in our reply to Nzilani.

[DavidChaves]

We've been using Hubspot to optimize how we can interact with past and potential clients, mostly churches and arts insitutions in our area. 

We recently ran into some issues when exporting our contact/companies list to an an .xls file in preparation for sending out a promotional pamphlet. Ideally when exporting the addresses/phone numbers/etc from Companies list, we would also have the ability to include the names of the associated contacts, but the column only shows us the number of contacts, not the names. 

We tried creating another .xls from the Contacts tab, but then we are running into the opposite problem, not being able to filter the contatcs by the description column, which is how we had been organizing the contacts. 

Is there something obvious I'm missing? Or any way to easily integrate contact names, company names, addresses and phone numbers into a simple spreadsheet.

Thanks!

Hi @Nzilani_Glass,

You are right, at the moment the property associated contacts only shows the total number of contacts associated with a company but not their names. However, from your contacts’ database you can create a saved filter which includes a column for associated company and export the data in .xsl format. From there, you can then filter by company name to see all contacts associated with a specific company.

[Bettinarf]

@DavidChaves : You can combine information from contacts and companies creating a list. 

The result is always a list of contacts that have a company assigned (companies without contacts will not appear in this list).

[jennysowyrda]

I wanted to pull in a few users who this might be of interest to: 

@gux, @emarie, @Dan1, @dleitch, @louischausse1, @jason13, @lucasfmsarmento, @ben_r, @rachelatscorr

If you have any questions, please share them here!

Thanks,

Jenny

[SSSau]

Would love to know where I need to go to change a clients lead status?

As a brand new user I'd love to know where the best resources are on using Hubspot?  And if I had to only access 3 whic ones you'd recommend. 

[DavidChaves]

Would love to know where I need to go to change a clients lead status? As a brand new user I'd love to know where the best resources are on using Hubspot?  And if I had to only access 3 whic ones you'd recommend. 

Hi @SSSau,

Depending on your subscription level, there are several ways to change one of your contacts’ lead status:

• Manually → You can update this manually from each individual contact record. You simply need to access the contact record and browse for the lead status property in the contact’s About this contact section.
• Import → You can also import to update this property in a group of contacts all at once.
• Workflow → You can create a workflow to automate this change in bulk. In this case, you would set up your enrollment criteria to enroll your contacts and then choose the action Set contact property value. You would need to choose the lead status property and then select the desired lead status you’d like to update these contacts to.
• Hidden field on a form → Another option would be to add this property as a hidden field on a form and pre-select the desired value. You would then need to make sure your contacts fill out that form on your website to have the lead status property updated with your chosen value.

You can find more information and detailed steps into each of the above in this Knowledge Base article.

[SSSau]

Also will you be recording this session for us to view at another time, as I am based in Sydney Australia and the time isnt great for me. 

[DavidChaves]

Also will you be recording this session for us to view at another time, as I am based in Sydney Australia and the time isnt great for me. 

Hi @SSSau,

We’re posting our answers here so you can have a look when it’s most convenient for you. The Classroom Training team is actually going to be in Sydney the week of 19-23 August to offer three different courses, including the CRM Management class. We’re also planning to offer the same three trainings the week after (26-30 August) in a different city in Australia, soon to be confirmed. If you’d like to sign up, you can do so through our website or get in touch with customertraining@hubspot.com for more info.

[Aortic_Warriors]

This question is probably too basic for most readers here. Our organization doesn't have a way to track client registration, sales, and contact results. My guess is this is what CRM is suppose to do. We currently keep our Registration on email. Sales history on Google Sheets. Manual inputting inventory. And no contact tracking.  Very primitive way to run a start-up non-profit organization.  There's no way to do any query like in a database.  If Hubspot CRM can help our organization accomplish these tasks on one platform, and can sync with portals such as Stripe, Square and PayPal, this is definitely something our organization need to do!

[toni10]

Hi !

1) How do you set up automatically a task to receive a notification email 5 business days after you send an email to a customer?

My goal is to remember myself to follow up on the customers... and right now, after every time I send an email, I manually create a task for the customer to get that email notification 5 business days later...

PS: I use the Hubspot plugin on Gmail.

2) Is it possible to set up an automatic email that gets back to selected customers after a certain time, let's say 6 months, to know if everything's fine and ask for their new projects for example?

Thanks!

Toni

[SerenaPol]

Hi !

1) How do you set up automatically a task to receive a notification email 5 business days after you send an email to a customer?

My goal is to remember myself to follow up on the customers... and right now, after every time I send an email, I manually create a task for the customer to get that email notification 5 business days later... PS: I use the Hubspot plugin on Gmail.

2) Is it possible to set up an automatic email that gets back to selected customers after a certain time, let's say 6 months, to know if everything's fine and ask for their new projects for example?

Thanks!

Toni

Hi @toni10 

See below our replies to your questions:

1. You can create a task every time you send an email to a contact to ensure you are reminded to follow up with them. You can do this either from your HubSpot Sales Extension for Gmail, where you’ll find the Task tool option under the contact whose email address you’re sending your email to; or else from the email feature in HubSpot CRM, where you’ll find the task option as a checkbox at the bottom (see images below):

2. Yes, you can enrol your contacts in a sequence, which will help you send a series of targeted, timed email templates to nurture contacts over time. When contacts reply to the email or book a meeting, they will automatically unenroll from the sequence. Sequences use a mix of personalized, well-timed emails and follow-up task reminders to automate your communication with your leads. Please note that sequences can only be scheduled for a maximum of three months into the future and can include up to 5 scheduled emails.

If you want to automate multiple different sales and marketing actions and business processes for a list of contacts, or run this for a period of time that extends over three months, we suggest that you use a workflow instead.

Best,

Serena