At HubSpot, customer experience comes initial. Always.
Regardless of whether our marketing group is selecting a period at which to send an email or our internet team team is certainly choosing the size and location of a switch on our homepage, the question we always return to is: “Will this be a good experience for our customers? ”
As HubSpot’s Chief Product Official, this customer-first principle is my leading light when it comes to application. And it’s the reason why all of us don’t buy technology when we want to deliver a new product to our customers. All of us develop it.
This build-first approach is becoming increasingly rare in our industry. Traditional SaaS companies tend to acquire other companies when they want to significantly expand their product offerings or rapidly increase their customer base. This can sometimes result in a quick uptick in revenue — in the end, when a company purchases another, it acquires all of its clients — but it has been a very negative encounter for the customer.
When two very different systems are cobbled together after an acquisition, the burden of making them work together can be foisted onto the client. Each company possibly took a completely different approach to product development, resulting in different underlying technologies, different processes, and various user interfaces.
Reconciling these differences without causing chaffing for customers is an nearly impossible task. And when SaaS companies apply this approach over time, the chaffing accrues, technical financial debt goes through the roof, as well as the customer experience steadily degrades as a result.
This approach solves for the company implementing this, not the customers it can supposed to serve. Essential we do things in different ways at HubSpot. After all, it isn’t like all of us to follow the crowd.
When most companies were doubling upon the old outbound playbook, we championed inbound approaches instead. When most businesses had been wondering whether remote work could actually work, we noticed the percentage associated with HubSpotters working from home hit double digits long before 2020 forced everyone’s hands. And while our market was still furiously focused on funnels, we all embraced the flywheel.
We’re different. It’s in HubSpot’s DNA. It’s actually reflected in our business mission: we help organizations grow much better. Not grow according to the status quo. Not grow by adhering to age-old playbooks. Grow better.
Just as we all believe there’s a better way to grow , we also believe you will find a better way to build . That’s where the Major Colors come in.
Meet the Primary Colors
Our approach to product development is simple, also it allows us to create multiplicative benefits for customers that will no other CRM system offers. We concentrate on five foundational components that span our products, and we am employed at improving each one of them, all of the time. Those elements are: Automation, Content, Data, Messaging, and Reporting. We call them “Primary Shades. ”
Every single one of our Hubs – CMS Center, Marketing Hub, Product sales Hub, and Service Hub – comprises a different blend of the five Primary Shades, meaning that every product on our platform is created on the same underlying base.
So when the item team shows up to operate every day, the question we ask ourselves actually “Which Hub or feature will we work on today? ” It’s: “Which Principal Color will we all enhance? ”
As a result, when we add value to one area of HubSpot, value is immediately added across the whole CRM platform. Which allows us to deliver a stable stream of delight to all of our customers on an ongoing basis.
Here are 3 ways in which this approach allows us to offer unique value to our customers within the crowded CRM market:
1 . Constant improvement across the system.
“HubSpot is the perfect, always-improving marketing software” – review upon G2
The same five Primary Colors go into constructing each HubSpot item, so when we improve one Primary Colour, we improve each Hub. And every consumer of every HubSpot item sees an immediate benefit, whatever part of the platform they use.
For instance, when we invest in producing Reporting in Product sales Hub more robust, this robustness ripples out to every Reporting device across the HubSpot CUSTOMER RELATIONSHIP MANAGEMENT platform. So Marketing and advertising Hub customers who seem to use our Reporting tools benefit, Provider Hub customers who have use our Reporting tools benefit, just like CMS Hub clients — all because we invested in enhancing just one Primary Color.
two . Easy adoption of new items.
“We quickly adopted the Sales Center Pro and Advertising Enterprise for our increasing needs. It has been one of the best decisions we have made” – review upon G2
Since all of our Hubs are built on the same Primary Color foundation, the customers can expect a familiar, fast, plus friendly user encounter every time they include a new feature or even product to their tech stack. This means customers can enjoy the benefits of every new addition immediately, with no time dropped to training, integration, or new-system frustration.
As HubSpot’s co-founder, Dharmesh Shah, puts it: “Our customers’ time-to-joy is decreased. ”
Once a customer learns how to use Automation in, say, Marketing Hub, these people instantly know how Software works in all associated with HubSpot’s products over the CRM platform. In order their company weighing scales and adds new products, features, and integrations to their tech collection, they can expect uniformity, not complexity.
They don’t have to relearn how Messaging works or how Information is stored every time they add a brand new Hub — some thing they would likely have to do if they were dealing with a system that had been cobbled together through purchases or if they make use of different tools for different customer-facing teams.
3. The opportunity to run an entire company on a single platform.
“I can manage the website, CRM, email marketing and everything other efforts in one single place. This allows me to have a one location for all our data Reporting and have a single source of truth” – review on G2
With HubSpot, fast-growing companies can operate their whole business on a single system, since HubSpot offers the exact same insights and power to marketers, salespeople, plus service professionals as well.
And when all of teams at a corporation are working out of the exact same familiar system, silos crumble, data will be centralized, and info flows freely. The entire team has access to the same valuable information, allowing them to understand their own customers better and deliver a seamless experience across each touchpoint.
For example , when a company’s marketing team uses Marketing Hub and its sales team uses Sales Hub, both teams gain access to the same customer information in a centralized CRM. And because each Hubs offer identical functionality for documenting and storing Information, it becomes equally simple for each team to get into not only the data these people generate, but also Data the other team creates.
This gives marketers and salespeople an alternative view of the consumer, enabling each of them to tailor their techniques and personalize their own outreach. If a potential client is showing specific interest in marketing content about a certain feature, the sales team can easily see this information in the shared CRM and will understand to focus on that function on their next call with the prospect.
They don’t need to wait around on a marketing statement or rely on an impersonal script – they can personalize their outreach and hone in on a prospect’s specific areas of interest, all as a result of each Hubs being built on the same foundation.
Building In a different way, Growing Better
The challenges that companies face in 2021 are new, so our own approach to building the products needs to be new as well. With the rise of the hybrid place of work, we’re all finding our work lives intersecting our home and family lives, too. That raises the particular bar on what all of us expect from business software.
Individuals use HubSpot in order to power their businesses, to provide for their families, to help their towns thrive, and in many cases, to help make the world a better location.
It’s right now more important than ever which our CRM platform experience feels like something you needed use on the weekends, not just Monday early morning.
That’s why we are going to fiercely committed to building software that has enterprise-grade power combined with consumer-grade intuitiveness and an event as delightful since that offered by the apps we all use in our personal lives.
At HubSpot, our bar is set by what our customers need, not exactly what our competitors have done in past decades. With the five Major Colors powering our platform and our own unwavering commitment to never compromise on consumer experience, we are excited to continue to help our own customers grow better in 2021 plus beyond.