At HubSpot, customer experience comes. Always.
Whether our marketing team is picking a time at which to send an email or our web group is selecting the size and area of a button on our homepage, the question we always return to is: “Will this be an excellent experience for our customers?”
As HubSpots Chief Product Officer, this customer-first principle is my assisting light when it concerns product advancement. And its the reason we dont buy technology when we wish to deliver a brand-new product to our clients. We construct it.
This build-first method is becoming significantly rare in our industry. Conventional SaaS business tend to acquire other business when they wish to considerably expand their item offerings or quickly increase their consumer base. This can often result in a quick uptick in revenue– after all, when a business buys another, it gets all of its customers– however its often a very unfavorable experience for the customer.
When 2 totally different systems are patched together after an acquisition, the problem of making them collaborate is foisted onto the client. Each business most likely took a totally various technique to item advancement, leading to various underlying technology, different procedures, and different user interfaces.
Reconciling these distinctions without causing friction for clients is a practically difficult job. And when SaaS companies use this method in time, the friction accrues, technical debt skyrockets, and the customer experience steadily degrades as an outcome.
This approach solves for the company executing it, not the clients its expected to serve. Thats why we do things differently at HubSpot. It isnt like us to follow the crowd.
When most business were doubling down on the old outbound playbook, we championed inbound methods instead. When most organizations were wondering whether remote work could ever work, we saw the portion of HubSpotters working from home hit double digits long before 2020 required everybodys hand. And while our market was still furiously focused on funnels, we embraced the flywheel.
Were various. Its in HubSpots DNA. Its even reflected in our company mission: we help companies grow better. Not grow according to the status quo. Not grow by sticking to olden playbooks. Grow much better.
Simply as we believe theres a better method to grow, we also believe theres a better way to develop. Thats where the Primary Colors can be found in.
Meet the Primary Colors
Our technique to product development is basic, and it enables us to create multiplicative benefits for clients that no other CRM platform provides. We focus on five fundamental elements that span all of our products, and we work at enhancing each one of them, all of the time.
Each of our Hubs– CMS Hub, Marketing Hub, Sales Hub, and Service Hub — comprises a different mix of the five Primary Colors, meaning that every product on our platform is developed on the exact same underlying foundation.
When the product group shows up to work every day, the concern we ask ourselves isnt “Which Hub or feature will we work on today?” Its: “Which Primary Color will we improve?”
As HubSpots co-founder, Dharmesh Shah, puts it: “Our clients time-to-joy is minimized.”
When a customer finds out how to use Automation in, say, Marketing Hub, they instantly understand how Automation works in all of HubSpots items across the CRM platform. As their company scales and adds brand-new items, features, and integrations to their tech stack, they can anticipate consistency, not intricacy.
They do not need to relearn how Messaging works or how Data is kept each time they add a new Hub– something they would likely have to do if they were dealing with a system that had actually been cobbled together through acquisitions or if they use different tools for different customer-facing groups.
3. The capability to run an entire service on a single platform.
” I can manage the site, CRM, e-mail marketing and all other efforts in one single location. This allows me to have a single place for all my information Reporting and have a single source of truth”– review on G2
With HubSpot, fast-growing companies can run their entire organization on a single system, because HubSpot provides the very same insights and power to online marketers, salespeople, and service experts alike.
And when all groups at a business are working out of the very same familiar system, silos collapse, data is centralized, and info flows freely. The entire team has access to the same valuable insights, enabling them to understand their clients much better and deliver a seamless experience throughout every touchpoint.
When a businesss marketing group utilizes Marketing Hub and its sales team utilizes Sales Hub, both groups gain access to the exact same client data in a central CRM. And since both Hubs offer similar performance for recording and keeping Data, it becomes equally simple for each team to access not only the data they create, but likewise Data the other team creates.
This gives marketers and salespeople a holistic view of the client, allowing each of them to tailor their strategies and personalize their outreach. If a prospect is revealing particular interest in marketing content about a particular function, the sales team can see this details in the shared CRM and will know to focus on that feature on their next call with the possibility.
They do not require to wait on a marketing report or rely on an impersonal script– they can customize their outreach and focus on a possibilitys particular locations of interest, all as an outcome of both Hubs being developed on the same foundation.
Structure Differently, Growing Better
The challenges that companies face in 2021 are new, so our technique to constructing our items requires to be new too. With the rise of the hybrid workplace, were all discovering our work lives converging our home and domesticity, too. That raises the bar on what we anticipate from company software.
Its now more vital than ever that our CRM platform experience feels like something you d utilize on the weekends, not just Monday early morning.
Thats why were fiercely dedicated to building software application that has actually enterprise-grade power integrated with consumer-grade intuitiveness and an experience as wonderful as that offered by the apps all of us utilize in our personal lives.
At HubSpot, our bar is set by what our clients need, not what our competitors have performed in previous decades. With the 5 Primary Colors powering our platform and our steadfast dedication to never ever jeopardize on customer experience, we are thrilled to continue to help our customers grow much better in 2021 and beyond.
As an outcome, when we add value to one location of HubSpot, value is instantly included across the entire CRM platform. And that enables us to deliver a steady stream of pleasure to all of our clients on an ongoing basis.
Here are three methods which this method allows us to offer distinct worth to our clients in the crowded CRM market:
1. Constant improvement throughout the platform.
” HubSpot is the best, always-improving marketing software application”– evaluation on G2
The very same 5 Primary Colors enter into structure each HubSpot item, so when we improve one Primary Color, we enhance every Hub. And every customer of every HubSpot item sees an instant benefit, whatever part of the platform they use.
For instance, when we invest in making Reporting in Sales Hub more robust, this robustness ripples out to every Reporting tool throughout the HubSpot CRM platform. So Marketing Hub clients who utilize our Reporting tools advantage, Service Hub customers who use our Reporting tools benefit, as do CMS Hub customers– all due to the fact that we invested in enhancing simply one Primary Color.
2. Easy adoption of new items.
” We quickly embraced the Sales Hub Pro and Marketing Enterprise for our growing needs. It has actually been one of the very best choices we have made”– evaluation on G2
Considering that all of our Hubs are developed on the same Primary Color structure, our clients can anticipate a familiar, quick, and friendly user experience each time they include a brand-new feature or product to their tech stack. This means clients can delight in the benefits of each brand-new addition right away, with no time lost to training, integration, or new-system frustration.
And its the reason why we dont purchase innovation when we want to deliver a new product to our customers. Traditional SaaS business tend to acquire other companies when they want to considerably broaden their item offerings or rapidly increase their customer base. This can often lead to a fast uptick in earnings– after all, when a company buys another, it obtains all of its customers– but its frequently a really negative experience for the consumer.
This approach fixes for the business implementing it, not the consumers its supposed to serve. Our approach to product development is basic, and it enables us to produce multiplicative benefits for customers that no other CRM platform offers.
People utilize HubSpot to power their services, to attend to their households, to assist their neighborhoods grow, and in a lot of cases, to make the world a better location.