Empower Your Business with Deal Pipeline Software in Onboarding Forms

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day one setup if you want to run onboarding and cs in hubspot what do you need to do first why would you even want to do that in the first place there's plenty of cs focus tools that are out there that you might be considering or might already be using so there's five real benefits that i see to running onboarding and customer success in hubspot the first is process so hubspot has pipelines which are built for tickets deals really moving a customer moving a plan from point a to point b to achieve a successful outcome which ultimately is what we're trying to do whether it's in onboarding or customer success and they really help build a defined process to do that number two communication so hopefully being a crm has all your customer data has records of conversations it can keep track of calls emails notes meetings tasks all these things in one place meaning that whenever you're communicating with a customer and whoever is communicating with the customer they should always have the context available to them because everything's in one tool reporting hubspot has great reporting features you can build custom sort of cross-object reports which are really helpful for tying together things that are happening in one part of the customer journey with things that are happening in another part of the journey potentially across teams to really show the full picture of what is happening with a customer and before automation everyone wants to talk about automation how do we make everybody's life easier remove the tedious tasks and let them focus on the highest leverage work hubspot workflows are really powerful and as i just mentioned because you have all your data in one place you can do lots of really interesting things when it comes to workflows to trigger the next step in the process to make sure that you have everything in sync with all your teams working together and finally i just mentioned this but data um having everything in one place cannot be understated how important that is and you really get to do some really some interesting things when it comes to combining data from different parts of the customer journey from different systems we'll get into that a little bit later with pulling product data into hubspot so if you're considering hubspot for onboarding customer success you're probably wondering which hubs which parts of hubspot are we actually going to need to do this depending on exactly how you have things set up i would recommend using either a combination of sales hub and service hub or one of those two you'll be able to do everything in this walk through with using just one or the other um but it's easier if you use them together because they do have some specific differences some specific features you won't have won't need as many workarounds to get things working generally as a rule of thumb i would recommend using sales hub for anything that includes a commercial revenue conversation because the revenue tracking is better on that side and then anything that is managing the sort of ongoing life cycle um progression through stages on a sort of longer term basis is great in service hub because it's some sort of default automation to update ticket statuses and that kind of thing which is nice question that we get a ton is which hubspot tier will i need to be on to do this well as always it depends right as a rule of thumb having a professional uh or above on either of those two uh hubs that i mentioned will make it easier to or allow you to automate some processes make sure that you are keeping data in sync with with workflows and importantly build custom reports across objects which gets really helpful in this walkthrough i'm going to include both sort of a manual way to do things and then also a workflow which you can use to sort of button things up and make your life easier if you are on one of those professional tiers so to get into hubspot itself i'm going to jump over here to my property settings and we're going to look at what i would set up which objects we would set up and which properties we would have on those objects so as i mentioned you can use either service hub or sales hub for running onboarding a success just to show you a couple of options here so this might be what an onboarding pipeline looks like with deals you'll notice that and i'll talk about this in a second but pipelines are such a key piece of running your onboarding or success process because it really lets you define the process to find the journey and then work cust work through those stages of that journey with customers so with deals it might look something like this with tickets can look very very similar and in terms of the actual properties to set up there are a few that i would recommend as a sort of your bread and butter so to speak when it comes to setting up hubspot for onboarding and success so a few sort of areas that i would look at so one is pulling in product usage data from your app or from any other data source where you have information about customers we'll get into that specifically a little bit later on pulling in any data is biased here of course but if you are using arrows as a customer facing plan pulling in data about what customers are doing during that plan or engaging with that plan it can be really helpful um pulling in line items or if you're using hubspot quotes or invoices pulling in that data especially if it's to a deal for a either moving somebody from the end of the sales cycle into onboarding and success or if it's a renewal or an upsell later in the journey and then also you're going to get into seeing the the customer and team activity as well so some things to sort of call out here we have four four different categories that i put things in so account summary this is going to have things like renewal dates what are the success metrics or the goals that this customer has as i mentioned anything about the onboarding or success plan that you're sharing with the customer so progress through that plan what is the target date of that plan and then product activity again we'll get into this specifically but pulling in when was this account last active how many if if this is a project management tool uh how many projects are being created how many tasks have been completed how many team members have been invited uh that kind of stuff would live in here and i would associate all this data with the company record and then push it into whichever pipeline you're using whether that be deals or tickets so the final thing that i'll mention and sort of alluded to it already in this section but why use pipelines specifically to run onboarding and customer success as opposed to just putting data on a contact record or on a company record well pipelines in hubspot as i i mentioned a little bit earlier as well i'm very focused on the process or the progression from point a to point b so if your goal is to get a customer to see success with your product right to achieve a particular however you're measuring that right whether that's a c set score whether that's a usage metric whether that's a manually collected sort of measure of sentiment whatever it might be a pipeline is a great way to define the process and then map their progress along that process and importantly movements within pipelines as opposed to using a text field or a select field on a contact or company record movements in pipelines are always time-stamped which means that it's a great way to use that data or allows you to use that data for reporting and it's also going to fit with how your teams are likely already using hubspot right your sales team is probably already familiar with deal pipelines for for their own process and there's probably some translatable things in terms of how they are setting that up and the types of things that they're looking at there so i'm going to leave it there for this section next we'll be talking about handoffs from sales to onboarding and really any handoff with some best practices and also some workflows and specific configuration for how to do that in hubspot see you then