Steal this company record configuration to optimize your HubSpot account for customer success.
One downside of trying to use HubSpot for customer success is you need to do some configuration to get set up to enable your team.
The good newsâŚitâs not as hard as you might think to give your team a complete picture of their accounts and the data they need to make their customers successful.
Out of the box, your company records in HubSpot will help you keep track of the associated contacts, deals, and tickets for each company along with the activity being logged against them.
So, letâs talk about how to centralize all your account data in one place by being intentional about how you use HubSpot company records:
Letâs face it, HubSpot is more commonly used for sales and marketing than customer success, so weâll want to add some new data to the company record for our purposes. You might have additional specific fields youâd like to add but below youâll find the 10 properties Iâd recommend as a starting point.
To improve organization, weâll add our new properties to 2 new groups.
First, weâll add 2 new groups to categorize our properties.
Group 1: Customer Success
â Renewal Date - Date
â Renewal Amount -â Next QBR Date - Dateâ Health Score - Dropdown Selectâ CSM - User
â Customer Segment - Dropdown Select
Group 2: Onboarding
â Onboarding Specialist (who was responsible) - Userâ Onboarding Plan URL - Single Line Textâ Onboarding Status (Complete, In Progress, Failed)
Once we have our customer success specific properties created and ready to use, we can increase the visibility of the most important customer success information for each account by adding them to saved sections in the left sidebar. Â These sections will correspond to the property groups we just created in step 1.
Section 1: Customer success information:â Renewal Date
â Renewal Amountâ Next QBR Dateâ Customer Health Scoreâ CSM
Section 2: Onboarding information:â Onboarding Specialist (who was responsible)â Onboarding Plan URLâ Onboarding Status (Complete, In Progress, Failed)
As different teams get introduced and work with each customer throughout their lifecycle it can become increasingly difficult to stay up to date and get a quick high-level summary of whatâs most important for this account.
We can create a saved snippet and use it to quickly create a consistent pinned note for each account that provides a high-level summary and answers these 3 questions:
â What do they do?â What are their goals/success metrics?â What notable context must everyone know?
Finally we want to make sure our 360-degree view of an account is complete by associating all other records related to this account. HubSpot can be configured to automatically associate contacts with the same email domain to companies and each new deal or ticket can also be manually associated with the company record. In lesson 4 weâll cover how to update company properties when important information is added to an associated deal or ticket.
For now we will:
Associate âcontactsâ who have been engaged from this account.
Associate âdealsâ for each commercial activity in the lifecycle.â Initial salesâ Renewalsâ Upgrades, expansions, contractions
Associate âticketsâ that have been created for this account.â Onboardingâ Support
And thatâs our day 1 setup - a 360-degree account view using HubSpot company records.
Bringing all your account data together in one place not only makes it easier for everyone who interacts with the customer to quickly gain context and be better prepared to make them successfulâŚ
âŚbut it also enables improvements to internal workflows and reporting that allow your team to focus their time on their highest leverage work.
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