How to build a Client Engagement tracker in HubSpot?

[McBainKD]

Hey team!

Our company has stood up a new division to support our high value clients, and I'm looking to figure out the best way to help support them.

They currently use Excel to capture client engagements (pictured below) and I'm trying to rack my brain around how to bring it into HubSpot. Essentially we do touchpoints (in-person and virtually) with these clients and they have different outcomes, and different needs. Here is the excel document:

What I was thinking was a few things:

1. Creating a Deal Pipeline to have them create Deals any time they want to record one of these "engagements" and determine next steps.

• This isn't necessarily ideal since it doesn't really flag an "interaction" well and it's not necessarily new business being reported on.

2. Using the "Notes" feature to capture these.

• Fairly restrictive in how we can customize for the above, and if I customize it then it would impact our other HubSpot based teams.
• Reporting isn't really able to produce the above.

3. Playbooks? Custom Properties? 

Looking for any and all support, thanks!

[Adriane · Accepted solution]

Hi @McBainKD,

to track client engagement effectively in HubSpot, I'd recommend using a combination of features for the best results:

• (Custom) properties to capture specific engagement details such as last engagement date, engagement type (call, email, meeting), engagement outcome...I think you might even use a lot of the corresponding HubSpot standard properties to get the information you need. 
• Workflows to automate tracking and follow-ups using workflows. For example you might want to automatically set tasks for follow-up based on engagement type and outcome or develop a scoring system to prioritize clients based on engagement frequency and type.
• Dashboards and reports to visualize engagement data in real-time, i.e. display key engagement metrics, like the number of touchpoints per client and the outcomes.

By combining these features, you can create a robust client engagement tracker tailored to your business needs. That said, I don't really see the need for a custom object. It's a lot of work to build this up, though. Let me know if you have any questions.

Best regards

Adriane

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[RSchweighart]

Ah, ok, thanks for clarifying, Kevin. Have you explored the prospecting workspace? It seems like most of what you're tracking is related to what HubSpot calls 'leads' which could include new or expanded business. It's fairly new but could be worth exploring. Take a look at these help articles and see if they get you pointed in the right direction.

Set up leads

Use the prospecting workspace

Manage leads in the prospecting workspace

You can also explore the lead properties in settings to customize some existing properties or create new ones to fit your needs.

[McBainKD]

Hey Ryan, 

Appreciate you taking the time out for this - but I don't think that will serve us either since the functionality is a bit too limited to display something like we want it.

I may have to build out a Custom Object or create a custom view, but I appreciate it.

[RSchweighart]

Hi @McBainKD,

My initial reaction would be to log the engagements as meetings. You could update the meeting types to match the purposes you have listed above. Then, for next steps and next steps owner, leverage tasks within HubSpot.

Let me know any drawbacks you might experience going this route, and we can work through how to resolve them.

Here's how to edit meeting types. Note only one meeting type can be selected.

All the best,

Ryan Schweighart

Whole Hart Impact, LLC

whimpact.co

I help organizations grow using HubSpot and Zapier.

[McBainKD]

Ryan,

Thanks for this.

The only issue with that is that I can't segment to this particular team and it would impact our entire platform as opposed to creating a singular view.