Contact activity tracking

[kgabriel]

Hello, 

In prior roles we used salesforce and the campaign functionality in salesforce to log a lead's activities. For example for a webinar, the campaign name would be added to the lead record and based on their action at the webinar (attended, registered, on demand, etc) we would update the member status so a sales rep could see what action the lead took.

Obviously this functionality is not the same in Hubspot and the Hubspot CRM, does anyone have any suggestions how to track lead/contact engagement within Hubspot?

[joshua-paul]

@kgabriel Fun challenge! Unfortunately, you're not going to find apples to apples functionality in HubSpot. 

Here is what I would recommend.

1) Continue to train your sales reps to use the timeline and tighten up their timeline filters. As you know (and @TiphaineCuisset mentioned), any opt-in, webinar registration, webinar attendance, event registration, or digital engagement on your web properties will reside there.

It can get messy for sales reps if they don't hyper-focus their filters. That is one of the reasons I don't recommend simply letting sales reps scan for the third-party import lists on the timeline. There are too many internal and irrelevant lists to be actionable for sales teams.

2) For third-party events, create a custom sidebar called "Third-Party Engagement." In that sidebar, you'll include a series of custom contact properties (multi-select) for each third-party engagement status - REGISTERED, ATTENDED, SCANNED/ENGAGED, etc.. Try to consolidate the number of statuses you include so it does not get too complicated.

Then, everytime you upload a third-party list, break out columns associated with each of those custom properties. In the appropriate columns, enter the event name that contact was engaged in.

For instance, in the big industry conference is called ASAE20 and the contact attended and spoke with a rep in the booth, put "ASAE20" in the "registered", "attended", and "scanned/enaged" colomns before you upload the file. It is not too much extra work during the list clean-up and upload process.

This way, your sales rep can easily open the property on the contact record to see how the contact engaged. They can also filter contact views using this data. On the marketing side, you can build reports, automation, and segmentation around this data.

It is not a perfect solution, but it keeps this important data simple enough so that sales reps can easily use this information. Good luck!

[katherineladue]

Hi, just a follow up question related to this - when using tracked links in HubSpot, will that also show up on their contact activity records?

[TiphaineCuisset]

Hi @kgabriel 

Thank you for posting in the Community. 

Every type of engagement (Sale email, Call, Note, Meeting, Task) is recorded on the contact's timeline. You can also filter activities from some integrations on the contact's timeline (for example Survey Monkey, Mailchimp...) 
You can then create custom crossed activity/contact report to be able to report on those engagement. 

With the workflow tool, you can also automate actions based on engagements existing on the contact's record.  

I also wanted to tag in a few subject matter experts. @Ben_M , @Tnichs , @joshua-paul  do you have any suggestions for @kgabriel around how to how to best track lead/contact engagement within Hubspot?

Best,

Tiphaine.

[TinaTSystems]

Hello - My question is more of asking for some suggestions/best practice. 

Because of Covid 19, companies have shut down 90% of Travel. There are no F2F meetings. So...under the "log" activity it shows, Log a call, Log an email, & LOG a Meeting. 

What constitutes a  MEETING in our virtual world for a Sales rep?  

[kgabriel]

Hi @TC, 

Thanks for your response, I understand it is recorded in the timeline, however that sometimes gets messy. I am more worried about offline imports (events attended with booth scans or 3rd party webinars, where we import a list) and how to best track these in one easy field so our sales team can easily read and understand the activities taken by a certain contact. 

[kgabriel]

@TiphaineCuisset something like this where member status can show the action