Configure HubSpot deal and ticket records for customer success

One of the biggest advantages of running your customer success program in HubSpot is you are able to bring together information about your customer from multiple sources into the same place your customer-facing teams are likely already working.

In the example below, we'll focus on the ideal HubSpot record setup for customer onboarding, but you can use many of these same data points and sidebars for other parts of the customer lifecycle.

If you haven't seen it already, you can set up your HubSpot company records to get a more high-level overview of each of your accounts too.

Here’s how we like to pull together data from multiple sources in a single view of an onboarding deal (or ticket if you're using Service Hub for onboarding!):

1. Product usage data from our app: used to understand engagement, power reporting and automate helpful workflows to surface accounts that need support and attention.
2. Arrows onboarding plan data: used to track progress towards activation and identify blockers in the customer onboarding experience.
3. HubSpot line items for the product/plan purchased: this is really helpful to automatically drive renewal sequences and upsell outreach based on subscription dates.
4. Customer and team member activity feed: this is your standard CRM functionality but having emails (especially with the sales extension), notes, meetings, onboarding activity and calls with any related contact automatically logged in one place is fantastic for letting any team member dig in and understand the context of what’s happening with this customer.

This will definitely depend on your product and sales motions but here are a few other HubSpot properties that you could consider including:

• ‍Next step: A text field with a short description of the next action to take for this customer to help them make progress - include whether this is on your team or the customer.‍
• Goals/Success Metrics: A text field with a summary of what the customer is trying to achieve by using your product - this may be collected during sales discovery or in onboarding but keeping this easily accessible makes it easier to frame the work they need to do in the context of the goals they are trying to achieve.‍
• Persona: A dropdown field that could be populated when they sign up or selected manually that shows which persona they are (and can be used to segment educational content, onboarding plan, level of support, etc).‍
• Target Date: If you have a go-live date or an end date for your onboarding plan keeping it accessible in a structured field is helpful for reporting and creating calculated actions relative to it. Eg. Escalating customers that have not completed specific steps and are within X days of the target date.‍
• Renewal Date: A structured date field used to trigger workflows and playbooks prior to renewal conversations which may be entered manually or automatically updated via a workflow from known data.

If you have a customer-facing onboarding plan then you could also pull in more granular data about things like task completion status and onboarding progress too.