Having data that shows how customers are using your product and combining it with conversations and interactions your team is having with customers in your CRM is a great way to to identify churn risks, drive adoption and ensure you have all the information you need for renewal conversations.
So which data should you pull in and where should you put it
Pulling data into HubSpot doesn’t have to mean starting from scratch and writing a custom integration with the API, instead we can use off the shelf tools like Hightouch or Syncari. These tools make it possible to query your app database or any other data store and map that data to HubSpot properties.
It’s important to note that syncing usage data to HubSpot as suggested here will work best when you are passing calculated values such as “counts” or defined values such as whether an attribute is true or false to set the value of a HubSpot property. This will likely look different than how you might be familiar with querying usage data in event driven product analytics tools such as June, Mixpanel or Amplitude.
At Arrows we use Hightouch to pull data from our Postgres database into HubSpot company records and then push it into the deals we use to manage our self-serve and sales-assist motions. Here’s how that looks:
Now that you have product usage data being synced to a “base” company or contact record, we can use this simple workflow to copy those values to all the associated deals or tickets to make sure everyone has insight into a customers product usage when they need it.
Having product usage data available in HubSpot opens up lots of opportunities to identify valuable insights by combining it with the rest of the customer data in your CRM, or using it to drive behavior based workflows such as email sequences or advanced reporting.
If you have a usage based pricing model, would like to use product data to inform your reporting for activation, health scoring or want to streamline how your team is notified of critical milestones in the customer journey a calculated “Account Utilization” metric can be really helpful.
This calculated property could compare multiple product data points synced from your app such as Team Members Included in an accounts plan and the team members invited by that account or it could compare product usage against a static benchmark that you set.
Creating a unified experience for customers when you have both a self-serve, product-led experience and a more traditional sales motion can be challenging if your team does not have a holistic picture of the customer journey.
By using separate pipelines in HubSpot for your self-serve and sales motions you can quickly identify accounts that are primed and ready for a commercial conversation.
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