HubSpot CRM Software Reviews

“Flexible fields and quick access”

Pros

Compared with other CRMs, the custom field options and how quickly everything can be accessed are a big plus.

Cons

A few parts of the system can't be modified so you have to find workarounds for them.

“Helpful tools and resources”

Pros

Using it day to day feels very approachable overall. Things like creating a landing page or putting together an automation workflow are no longer complicated coding projects. They're genuinely user-friendly to build, update and report on. There's also a huge amount of help available whenever you run into an issue. Between the blogs, learning academy, community discussions and direct support, you can usually track down an answer to just about any question. At times the answer ends up being that a feature simply isn't available and then you're encouraged to submit the idea to the community for voting. That's actually something I really appreciate too since we've been told the engineering team focuses first on the community's top-voted requests. Whether that always happens or not, I can't say for sure but I really do like the concept.

Cons

Even though it's a very good piece of software, the biggest frustration for users is that a lot of important and fairly basic features are still missing no matter which plan you pay for. They just aren't there. For example, you can't schedule recurring tasks. So if you have daily tasks that need to go into your Task Queues which is actually one of my favorite features, you have to create each one manually every single day. Tasks also do not sync with Google Calendar. The Conversation Inbox is probably the most limited area of the platform in my view. It's supposed to function as your email system but there are enough gaps in it that we couldn't fully move away from our existing email platform. You can't create your own folders or view multiple inboxes together unless they're the default ones already provided. Custom ones aren't possible right now. If you're replying from the inbox, you also have to manually add your signature while it fills in automatically if you send from a contact's page. Another issue is that form submission notifications sent to your separate email platform look polished and are easy to read but they don't appear properly on the contact's timeline. Instead, the collected information gets tucked away inside an expandable note that's hard to find and not very user-friendly. On top of that even though those pretty notification emails do make it into the system, they are automatically marked as spam because of the unchangeable rule that anything from noreply@it.com is treated as spam.

“Better team follow-through”

Pros

Getting started with this software was easy and it's simple to use day to day. What I appreciate most is how it keeps the whole team visible and accountable for the tasks they've been assigned. It also helps make sure projects and tasks don't get overlooked when someone is away. On top of that, the flexibility of the software gives everyone a clearer view of what has already been done for existing clients and what still needs to happen in the future to help drive sales.

Cons

One part that falls short is the reporting. The reports available don't always fit or adapt well to our specific business functions. Because of that some of the reporting we need has to be built in another system and the CRM data then has to be manually entered or reformatted.

“Mobile-friendly CRM”

Pros

Compared with most CRM tools that feel dull for sales teams, this one puts user experience and adoption first instead of trying to be endlessly customizable for every possible scenario. The mobile app is reliable and the workflows are both easy to use and quite powerful.

Cons

Reporting is still pretty limited. It's simple enough to enter data but much harder to summarize it in a useful way that actually helps drive process adherence. The company-to-customer relationship hierarchy also doesn't do a good job of supporting more complex business models especially for B2B companies.

“Versatile tools and support”

Pros

Right from the start, the platform felt attractive and simple and it works well whether you're a beginner or more experienced. We mainly use it for our website, blog social media, email and CRM so it covers a lot in one place. The how-to content is very easy to follow especially the blogs, technical guides and my favorite part, the templates. I've rarely needed to contact customer support but when I have, they've been responsive and genuinely helpful. They also seem to pay close attention to feedback in the community forums since new features appear regularly every month. One recent update I really appreciated was the addition of multiple currencies.

Cons

There's not much to complain about although the customization options are still somewhat limited and could definitely be improved.

“Reporting and automation”

Pros

Everything feels very user-friendly and the reporting has been consistently reliable. I also appreciate having centralized marketing automations in one place which makes managing campaigns much more convenient.

Cons

There are some limitations and every now and then the system does run into a few crashing issues.

“Great for growing teams”

Pros

As a small business, we've gotten really good value for the money with this platform. It includes a broad range of features that cover most of the core needs of a small company, from lead capture and lead management to marketing social media management, sales and deal tracking, customer support and plenty of other areas through plugins. Overall, it's a very great product for small or growing businesses.

Cons

Since we came from Marketo some of the marketing capabilities feel a bit limited by comparison especially when it comes to HTML email templates. Also because we're a B2B company, we've had to rely on a third-party tool for support since the built-in support feature is somewhat limited and doesn't include a customer portal.

“Perfect tool”

Pros

Working at a growing company, this has been a really great fit for both a small team and one dealing with the usual scaling challenges. It's very user-friendly and simple overall.

Cons

There are a few areas that could use some refinement, like adding more filters or giving users the ability to create custom ones. My biggest frustration is the lack of an auto-enroll option for contacts in a sequence since right now you have to click into each client one by one.

“Lead routing and reporting”

Pros

One of the biggest advantages for me is how well it connects with third-party tools like Zapier whenever I need to push data into a format that works for Metabase. The task list is also really useful because it lets me line up calls in a queue which helps keep follow-up organized. On top of that, the round-robin workflow is incredibly helpful when multiple sales reps are involved since it makes lead assignment much more manageable. The reporting section is another strong point and gives great visibility into what's happening across the department.

Cons

A frustrating part of the platform is how limited the email marketing side is especially with the cap of only 150 sequences per day unless you pay extra. Another issue is that moving sales deals can wipe out important information, like a spend total which makes revenue tracking harder than it should be. It's also worth knowing that once a lead is moved into a deal, there's no way to reverse it so the only workaround is creating a duplicate record just to keep tracking spend.

“helpful tracking”

Pros

Compared with a lot of CRMs I've used, this one is one of the more easy options. It's very user-friendly and helps my team and me accomplish most of what we need. The email tracking and logging tools are especially useful because they let us keep detailed records of our client communications for future reference. I also appreciate how the filters work since they make it simple to find specific clients or companies.

Cons

One issue I've run into is that a lot of the information the software auto-populates ends up being incorrect and fairly misleading especially when you're trying to build filters around certain variables. I'd much rather those fields stay blank than be filled in with inaccurate data. Another inconvenience is the way emails are displayed. The current layout feels cluttered and creates a pretty unpleasant viewing experience.

“excellent for marketing sync”

Pros

The integration between the marketing automation platform and the sales CRM works really well and feels convenient.

Cons

A downside is that a few features I'd consider pretty basic are locked behind the higher-tier licenses.

“Great for prospect management”

Pros

Keeping track of my day-to-day interactions with prospects is much more organized with this and using it for our website has been a huge advantage as well...

Cons

A few parts of the reporting are less simple than I'd prefer and it didn't help that we were using the process the wrong way at first. Nobody really explains that a lead status shouldn't be moved backward once it changes, it's supposed to remain at the stage where it finished ,-)

“Helpful support and workflow”

Pros

Using it has been very easy and one of the things I appreciate most is how the customer service team is always there to help whenever I reach out with a question or need assistance.

Cons

Up to this point, I honestly haven't run into any issues. For me and my team, it has been perfect so far.

“Simple workflow”

Pros

The software feels very user-friendly and that simplicity really helps team members who aren't especially comfortable with computers.

Cons

One frustrating issue is that when a lot of changes are made, the system can sometimes crash and has to be reloaded. Refreshing the page before that happens usually prevents the crash but every refresh clears out whatever filters are being used. For instance, if I've filtered deals by stage and then refresh, it resets and shows every deal stage again. That gets annoying because if I don't refresh, the system may crash after updating a few deals but if I do refresh to prevent that, I have to set all the filters back up again.

“Promising UI but expensive platform”

Pros

A few parts of the interface feel more advanced than what competing products currently offer.

Cons

Overall user experience still falls short and the business model is stuck in that old mindset of building a massive platform that has to be configured differently for every individual case. That approach is expensive, inefficient and creates a situation where they have very little chance of delivering the best value for the price.

“Pipeline visibility”

Pros

Right from the start, the platform feels very user-friendly and simple. It gives a clear view of the entire pipeline at a glance and I really appreciate being able to connect contacts, companies and deals all in one place. There's also a newer feature on the contact page that shows more information upfront which cuts down on scrolling and extra clicks.

Cons

Honestly, there really isn't anything I dislike about it.

“Custom sales flow and reporting”

Pros

Setting up and tailoring the sales process is very easy and pulling reports from it works really well.

Cons

The analytics side still has room for improvement.

“needs improvement”

Pros

It has helped us align our processes, save time and resources and, most importantly, get better control over impact and performance data.

Cons

On the operational side, this has been a major reason we have not used it more widely. The automation features and contact segmentation tools, such as attribute tags, are not always very simple and I'm pretty sure we're still not getting as much out of them as we could. The support chat has also been somewhat disappointing compared with what we had before with Crisp especially because we ran into quite a few bugs and limitations around language, agent assignment and contact names being changed incorrectly. That part continues to be a challenge even now.

“CRM for campaigns”

Pros

Having all of our current and prospective client information in one CRM has made a big difference. It helps us stay organized and be much more efficient when putting together communication plans and campaigns.

Cons

Setting up the more advanced features can get pretty challenging and it is not always easy to find someone with the right expertise to help build those pieces out.

“Fast automation and updates”

Pros

Process automation is one of its strongest points and there have been plenty of useful additions lately, like deal workflows.

Cons

A few selection criteria show up in lists, such as the last 60 days but are missing in views and the reverse happens too. Dashboards also feel quite limited in how much detail they can handle, you can only see two properties at the same time, there are no calculated fields and list memberships can't really be used properly in charts. On top of that, multi-checkbox properties need a workflow just to append a tag correctly, otherwise bulk edits end up deleting tags that were already saved.