CRM Setup

All right, you should be seeing presentation and welcome to CRM Admin chats. Let me know if that's not what you're seeing, but I think we're good. Yeah, awesome. Okay, so who are we? My name is Sophie Higgs. I'm a senior Director of Product here over the CRM. I have been working on the CRM for almost a decade now, so I like to say I know where all the skeletons are buried because I buried them myself. Mostly my pronouns are she, her, and I'm going to pass it over to Lara to introduce herself and then we will get into some of the content. Thanks, Sophie. Hi, everyone. I'm Lara Tasito. Like Sarah with an L, I use she, her pronouns, and I'm a senior director of UX here at HubSpot. I've also been at HubSpot a long time. I think it's eight and a half years, going on nine. So, yes, I might have been an accomplice with Sophie burying those skeletons along the way. But very, very excited to chat, everybody. So I'm more on the user experience side, so the design, the design of the product and the software. So really excited to hear about how we can improve that along the way. Thanks, Levi. Awesome. Thanks, Myra. Okay, so what are we talking about today? We want to talk about admin setup and specifically how do we make setting up and iterating on your CRM not suck? And that is not a trick question. I believe it is possible. I haven't seen it done right, but hopefully with all of your input, all of your feedback, we can get there together. And typically when we do talk to CRM admins, we really focus in on a specific area or specific problem to solve. But as you all know, CRM setup is a massive and vague topic that could take us in a million different directions. Setup includes configuring your account, setting up the data model, training your team, setting up process and automation, integrating tools, configuring the UI, tracking progress with your team, and etc. Etc. So we don't want to focus in on any one of these areas specifically today, although I'm sure the conversation will probably touch on a lot of these areas. The other way that we could kind of talk about setup or frequently talk about setup for admins is in the context of the use case. So honing in on specific hubs or specific CRM jobs and understanding what it takes to get everything set up so you can start generating leads, closing deals, efficiently closing support tickets, etc. But again, this feels too narrow and I don't think it gets at the feeling that we want to evoke for admins using HubSpot. We want to approach this slightly differently today and a little bit of background before we get into that. At a high level, we are trying to build a product that is easy to use and adopt. It has fast time to value and it gives our customers a unified view of their customers. That is our North Star for what our CRM should be and do. So instead of coming at this from a feature level specifically, like how do you do this specific thing in HubSpot or the job level, we're going to anchor to these themes today and we want to talk about your experience with software generally give you all the magic wands to envision what the ideal experience of setting up and iterating on your CRM would feel like. And then what would you like to see us build to make that happen? Before we do that, let's talk a little bit about what to expect today. So we're going to give you a question prompt and ask to please share your thoughts in the chat. We'll also be calling on a few folks for each question to share their thoughts live. So if you'd like to come off mute and share with the group, hopefully Kyle can help us figure out how to make that happen. I'm not sure if we're gonna have any presenters. Thank you very much, Kyle. We got it. And there is a raise hand function. So raise your hands and we'll figure it out. Thank you very much. All right, so if you want to come off mute, if you want to share with the group, please use a hand raising function to let us know we'll call on you. You can come off mute and you can share your insights. And remember you have a magic wand. Anything is possible. So please don't anchor to what exists in HubSpot today. Don't anchor to what you think Maybe we could do incrementally or it could be a V1 like tell us your big broad magic wand, anything is possible thinking. Let's start with an easy question to warm up and before we get into that again, there's a raise hand function. So raise your hands and we'll figure it out. Thank you very much. All right, so if you want to come off mute, if you want to share with the group, please use a hand raising function to let us know we'll call on you. You can come off mute and you can share your insights. And remember you have a magic wand. Anything is possible. So please don't Anchor to what exists in HubSpot today. Don't anchor to what you think maybe we could do incrementally or it could be a V1 like tell us your big broad magic wand. Anything is possible. Thinking let's start with an easy question to warm up and before we get into that again, a little bit of context. Internally, we like to think about the tasks or jobs that the folks using our product are doing. So for marketers, sales teams, service teams, rev ops, those tasks are really, really clear. Generate pipeline, provide a great support experience, make sure the business gets paid. But CRM admins, on the other hand, they have a myriad of jobs across account management, data management, user management, in addition to whatever processes they're setting up within marketing, sales and service tools to enable those teams. And our assumption is that an admin's goal is to enable their front office teams to do their most effective work to drive better business outcomes. That is the assumption that we're operating on when we think about building tooling for admins, enabling you guys to get your job done more effectively. So these are easy warm up questions for you. Is this right? Do you have other goals? And how do you and your boss know if you're doing a great job? How do you measure success? And then also what would you do with your time if everything just worked seamlessly and you didn't have to be constantly fighting fires, constantly having to answer questions and everything was just working smoothly? Okay, please put your answers to this in the chat and if you'd like to raise your hand and let us know if you'd like to come off mute and share. Do you think this is right? What are your goals? How do you measure success? I like Casey says my job is to make other people's jobs easier. I also like that Chad says so many jobs. My hats have hats. Hat ception. Okay, does anyone want to come off mute and share? Casey Hawkins? Yes, please. Hi, Casey. Hi. Sorry, I didn't know how to do this. You're doing great. I mean broadly. Yeah, I think this is right. I think what my job is changes day to day and week to week. So it is hard to like encompass that. I personally do freelance marketing, so it also depends on the client. But usually how do I measure if I'm doing a good job? Is the efficiency of the teams that I'm supporting? Sometimes it's, you know, are the teams I'm supporting able to segment their audiences in the way that they want? A lot of times it comes down to are we giving leadership the reports that are valuable, which a lot of the back end work is supporting that. And what would I do with my time if everything worked seamlessly? I mean, I feel like I spend a lot of time cleaning data or cleaning up processes and things like that. In my perfect world, I would be spending more time like proving processes rather than just cleaning them, if that makes sense. Makes sense. Thank you so much for sharing. And out of curiosity, how do you know when something's like broken? So you say like you're cleaning the processes, who's identifying that the process needs to be cleaned up? Sometimes it's me. So again I do freelance. So sometimes I'm coming into new accounts and being like, wow, it sure is a mess in here. So sometimes though the marketing team is like, hey, can you help us? We can't figure out how to segment our audiences at all. We don't have the data we need or an integration is just providing dirty data so they're not able to use that to properly segment or report. Whatever that makes sense. Thank you so much. We appreciate your sharing. Okay, we're going to hear from Wilhelmina and then we're going to move on to our first Dean. What do you think? Is this right? What are your goals? I feel that's really, it's a really great answer. Can you hear me? Okay, I'm sorry. Yes, we can hear you. Oh yeah, I think it's a really great answer. It streamlines what an admin does. So I'm actually with a partner here, a partner for HubSpot. So just being able to go into different businesses accounts and making sure they can find the information that they need. Also just what's the other one? How do you know if you're doing a great job? You know, they can actually kind of go to it right away. So the whole point is that they want to make data driven decisions. So we consult them, seeing what those data points are, making sure they get into the system effectively. And then from that point I think the, the individual before said making sure they can build those reports and cleaning up. So definitely making sure that they can find the information effectively. That's important. What would you do with the time? Everything. If what I would do I have to agree with the other presenter. Like I would be trying to streamline processes but also making sure we can properly automate some things and the audit. But the only fail safe with the automation is if somebody I guess wasn't in like say somebody left the company. How's that automation going to work moving forward? And how can we make that seamless when. When those tasks are spread amongst the rest of the team. Because let's say, for instance, you had someone who took all the accounts for the Southeast, right? And now that person is gone. Now we have to spread those across. So we have to say, okay, this person's not long over here. How can we spread that out? So that's kind of just one out of many use cases I could think about. But, yeah, appreciate you sharing. Thank you so much. Thank you. All right, guys, if I'm honest, I'm a little disappointed that no one in the chat said I would go and sit in the beach and enjoy a pina colada and have a great life. But I appreciate that all of you are just, like, figuring out how to make better, you know, better business outcomes with all of your free time instead of going and. And having a nice cocktail on the beach. Let's move to our first theme, which is easy to use and adopt. What does this mean? I think it means that the product is intuitive, it's low friction, and it's consumer grade. And our first question in this theme is think about an easy, ideally digital product that you really enjoyed using recently. What made it feel easy? And to kind of help you guys get your creative juices flowing, I'm going to call on Lara to give us an example here. Lara, what consumer grade product or sorry, easy to use digital product have you used recently that you really liked? Sure. I'll just tell this example quickly to hopefully also get you all not just thinking about business software, but certainly can be business software. But I was recently out to dinner with a friend and we wanted to split the bill. And I remember even back in the day, splitting the bill meant having cash on hand, so you can each throw in cash. And then Venmo became a thing, which made that even easier. But I was able to use. We have Toast here in Boston. It's actually located where I live. We have this Toast app and you can actually scan the QR code and automatically split the bill from your phone. It's all connected. It was honestly the most seamless experience I've ever experienced. In that particular use case, I feel like they really just anticipated what I needed and what the use case was so much that it was remarkable. I feel like. I love that feeling of just like, wow. I literally wanted to tell everyone about it. That's how remarkable it was as an experience. So hopefully that's an example. It can be kind of as small as that, too. You don't have to just think about you know, work. Awesome. Thank you so much, Lara. Appreciate that. Looks like Tom has put something in the chat Send Spark video recording tool in app help cards in a step by step process. That's pretty interesting. Thank you for sharing, Tom. Peyton loves the Toast app. Tom, I would love for you to come off of mute and share your experience. And team, please keep putting your thoughts here in the chat because we want to gather all the information we can. All right, over to you, dom. Okay, so SensePark is a company that they actually are a HubSpot client, but it's a video recording tool much like Vidyard. And so what's cool, here's the reality, right? You get a new piece of software and you think to yourself, I'm going to spend an hour learning this. Well, the reality is you spend about 10 or 15 minutes on it and then you come back and you, and you say to yourself, oh, I'm going to learn something else. But you need an automated step by step sequential process to do that. And in app cards that point you in the right direction. Now, one of the key people on this call today has built such a thing and we took that and we built it out for HubSpot. So our, we put people through a HubSpot onboarding process. They get 72 steps done in order in a couple hours versus six to eight weeks with HubSpot onboarding. Sense park does it. You can do it with HubSpot. Yep. So it sounds like the, it's, the, it's being in context, it's kind of reducing what might take six to eight weeks down to something that's more digestible and more like when you're in the spirit of learning, like when you're, you've just started using the app, you kind of want to get started. You've got that activation energy, you've got that urgency and that's when you really want to be providing that kind of onboarding assistance. Is that right? Exactly. And when someone, so when someone says, here, you're on step three, when you do step three, it sends a signal back and says, okay, great, we know they got through three. Here's step four. Boom. Here's five, here's six. Now they can jump, but they know where they're in the process and we know where they're in the process. You don't need Monday.com or ClickUp or Excel to manage all this, but what you do need is the sequence in the correct order and documentation. So you can go back as an admin and say, oh, step three. We were supposed to do this. Yep. It's still right. And nobody's changed it on me. That makes. That makes a ton of sense. Thank you very much. Okay. One of the people. So Chel Morse has said Duolingo, and I am really interested in why. What is it about Duolingo that's super easy, Chell. If you don't want to come off mute, that's totally fine. Oh, here we go. Amazing. Thank you. Sorry for calling on you if that was awkward. No, that's all right. Duolingo's app is designed to start with the building blocks of language. And the design is combines visual as well as very simple instructions and sentences in a way that is easy for people to grasp. You know, you see a path and you know the next place to go along. It's got, you know, three out of four lessons complete so that you know how many times to keep clicking, clicking on that one step stone on the path, as well as trying to find symbols for the other cards you can jump to. So, you know, like, Treasure is working towards prizes and the home screen birdhouse for a home, as well as combining it with like a fun mascot to add that, like, personal touch. And people start to feel good about a cute mascot and associate positive feelings towards that. And I like learning new things. So awesome. Thank you for sharing. I appreciate it. Okay, guys, we're going to go to our next question to this theme, which is what would a consumer grade setup experience look like in HubSpot and consumer grade? I think someone had asked what does consumer grade mean? To me, it means it's not like business software focused. It is something like you would download an app on your app store and that's consumer grade. It's something that is intended for the everyday person to pick up and use and instantly be able to get it. Lara is the actual design professional, so she can define consumer grade from a design perspective. Lara, is there anything else you want to add there? No, I think that's exactly right. And I actually think that it's right to be asking you all what that means to you. Right. I think that's why we're here. So. So I'm excited to hear what you all have to say. Awesome. So guys, please put in. What do you like? What would that look like for you? What a consumer grade except experience look like in HubSpot in the chat. And if anyone wants to come off mute and share your thoughts, please raise your hand. I'm seeing step by step instructions for anything you want to do. Christoph, I'm curious. How do we know what you want to do? How was that? How would you kind of send that or give it. Send that signal to us? Kristof looks like he's coming. Yeah, I was thinking kind of like with projects, we have projects where you have, like, setup, but a lot more user focused. User oriented. I want to send a newsletter. Bam. These are the 23 steps you need to do. And at the end, you can press send on a newsletter, including dashboards. I want to do this. This is how people think, and I think this is the best way to get them on board. For example, you can also make it bigger with the projects type. Okay. I want to have a fundamental setup. But most people, when they start HubSpot, they come because HubSpot is a solution to a problem that makes a ton of sense. Thank you. And is that consumer grade in your mind, what makes it consumer friendly? And then we'll go to Jason. I honestly have to say I don't really know what consumer grade means, but I think it's consumer friendly, definitely because they get to the solution they want on the fastest. I mean, it's the. What is it called? The step. When a person understands that they made the right choice buying the product, there's a smart term for it. I don't know. And I think this is the fastest way to that step. Awesome. Thank you so much. All right, Jason, let's hear from you, and then we'll move to our next question under this theme. Hi, guys. Yeah, I feel like I'm a freelancer as well, and I feel like the most common question I get is, can we do this? And if we can, if we can't, what do we need to do to get to that point? It's like, the answers are always, like, so multifaceted. And the reason I can kind of add value is because I'm answering at their level, at their license, it's a yes or it's a no. The next level up will get you this, but it will also get you five more things. I think something that could do, what I kind of do at the moment is in a Q and a kind of response in an AI kind of way would be super useful. So where you could ask it like, hey, I'm on Marketing Pro. I just want to be able to do this, this, and this. Is that possible or is that like something that's on the next level up? I think people are using AI ChatGPT to do that anyway, outside of HubSpot. So if you brought that in to HubSpot maybe that could be quite useful as a consumer grade type thing. Yeah, I love that. I think something that consumer grade apps often have is they're just better at knowing the context of who you are, what your situation is, what you're using, etc. And I think HubSpot could definitely do a much better job incorporating those things into the onboarding experience. Okay, awesome. And then finally, what was or is the most tedious part of setting up your CRM Answers in the chat, please. And if anyone wants to raise their hand and share, please do so. Jacinda. Jacinda. Go for it. Yes. Hi. I'm so sorry about that. I. This question is so relevant. Hello, everyone. I apologize for just jumping in, but I'm two and a half days into my HubSpot and I'm already not. Don't clap. Don't clap. I was up for four hours. I was up till 4am trying to do two invoices. That's how bad this has been for me. I. I believe I'm in the right space. I like the way it looks, but man, oh man, oh man. I. There's. I loved what the other gentleman said. I'm not getting any instruction on which way to go and how to start. And every time I think I might have found something, it's like a 90 million word long word article, and it doesn't even say where I'm at or what I was trying to do. And I don't even know if my customers got those two invoices. And I need that money. So I. So when you say what was the most tedious part? It had to be those invoices. Yeah, The Square app didn't connect. I don't want to pay for the free. The. The. The big version if I can't use the free one. Like, good gosh, where am I at? Like, the paid one is supposed to make it better. Yep. So I want to try to use the free one as much as I can. So I switched my entire banking system last night to use Stripe and it still took me till 4am yeah. Figure out two invoices, y'. All. Yikes. I'm sorry to hear that. So I'm. I'm just hurt. I'm just hurt. So I'm trying to hang in there. That's why I signed up for this call today. So. So to answer your question, invoices. Okay. Thank you. Thank you for sharing. I hope you could take a nap today. I really apologize that that's been such a miserable experience for you. Okay. Does anybody else have anything they want to share here? Phil, talk to us. Bill, you there? Phil looks like he's still potentially on mute. Unmute. Bottom left hand corner. Okay. How about now? Yeah. All right. I'm arguing for the use case of projects in HubSpot. I love them. That's a great place to have all this stuff lined out to have consistent training for everybody. And I know a lot of people don't use projects for that, but it's. You're already in HubSpot. It's already there. You can have videos in that portal about that portal and attached knowledge articles. So I'm a big champion of using HubSpot projects for training because you've got it there. I don't think a lot of people realize it's a great training tool if you use it properly. That's great to know. Thank you. So what was the most tedious part of setting up your CRM? Was it training, folks? Was it kind of getting all the information in one spot so you could get people doing the right things? Bill, you've muted yourself again. Yeah. So when it comes to projects, I just like consistency. You can fix processes, but you can't fix people. So if your process is flawed, your outcomes will be flawed. I just like having a consistent training onboarding process, particularly with CRM, particularly with Sales Pro. There's a lot of pre made templates already and then you can just add some custom videos to make an onboarding project. I started with HubSpot so long ago I went through the was it basecamp way back in the day or whatever the heck it was, which was very intensive but very good. And so this is my answer to that. Awesome. I appreciate that. Thank you so much for sharing. All right, team, let's move to our next theme, which is fast time to value. And I think this is pretty self explanatory, but when I say value here, what I really mean is getting to the point where your front office teams or back office teams are doing great work and driving business success. But if you have a different idea of what value means to you, please do let me know in the chat. And let's go to our first question. What would make it easy to get your teams into HubSpot? What do you wish you had? Let me know in the chat. And if anyone wants to come off mute again, please let us know. Raise your hand. Magic wand, Matt, Tell me more. We asked for that one. Yeah, that's true. What would you do with your magic wand? Matt's coming off. All right. Matt, talk to us. Can you hear me now? Yes, you can. Now just imagine one just to make it all a lot easier because I wear for a CRM agency as well. So we work on horseback, we try and get people on it and the biggest source of issues we find is like the user adoption thing. So it's like you can involve them as much as you want in that process, but as soon as it actually comes to physically having them there and, and then to start using it. You know the previous thing about having like projects and training is great. It's for me it's that magic one that they adopt it straight away because quite a lot of people are so set in their ways. I implemented a CRM about two years ago for a manufacturing firm and one of the guys was still using post it notes instead of the notes on HubSpot. So a magic one to get adoption would be perfect. What do you think HubSpot should be doing to improve adoption? Like what, what could we be doing to help you improve the adoption for these teams? If someone who's just like unwilling to log into HubSpot and get off their post it notes? It's a tricky one because not so much HubSpot, I guess it's just having that support really. I mean being that extension. So obviously for us as a partner agency it's great to have obviously the HubSpot partner team to support with solutions and ideas. Obviously we've got Kyle on LinkedIn who's very good at responding to any use case queries. Sounds great. And, and what I do like is the way that everything's becoming an object now as well. So maybe some sort of admin objects as well for, you know, getting adoption. So whether that's using projects or a checklist for people adopting is another thing. So like permission sets could be great to be limited until they've done so much so they have basic access and then hiding that behind. You have to have been on HubSpot for 10 hours or you have to have done X, Y or Z before you can actually go and start breaking the system would be. And it, you know, potential use case. I love that. I thought you were going to say you have to be in HubSpot for 10 hours before we, you know, you get paid your commission. But I think unlocking additional functionality is definitely better. I love that. Thank you so much, Matt. I appreciate you sharing. Okay team, let's move on to the next question. Just because. And then Wilhelmina, I will love to go to you next. We asked if we asked you to design an experience around smart Starts. What would that look like? And I am purposefully not going to define what smart starts means to me, because I do not want to limit the scope of your thinking, but let's just say HubSpot allows you smart starts. What does that mean? And then, Willemina, do you want to. You've asked come off mute a few times, so I want to make sure we get you. Awesome. Thank you so much, Kyle. Thank you. I was like, I was prepared for the other question, but if the first thing that comes to mind with smart starts, I would say that it's more intuitive based off the type of business that you have. So whether it's a B2C business, whether it's a B2B business, or whether it's, you know, you know, whether you're physically given a product or a digital product, maybe kind of having a preset of what, how that's defined, and then based off what that person chooses, they go on and have like a. A templated ser. Instance for that for that business case. Because we, you know, setting up various types of systems doesn't matter. At the end of the day, you're getting a product to the consumer in hand or you're coordinating with another business if, you know, if we're taking everything down, just getting to the root cause of it. And in those businesses, no matter what, what. What they are, they have some type of foundational commonalities. And so going based off that and then saying, okay, based off this business to consumer startup, you should create deals, build your pipeline, and make it step by step. And then letting them know, like, hey, for this, you know, give them a timeline this first week you built your pipeline. Right? And then from that point it'll say, okay, this is. Usually takes about 30 minutes, but you have to go and do your homework. And maybe having them, I don't know, make it a requirement to. Okay, you fill out this. You have to fill out this little document here or something. It should take about five minutes to say, okay, this is what your pipeline should be. And then maybe use an AI to define their pipeline based off the information they put in. I don't know. Thank you. Yep. Awesome. Chris. Chris, you are on mute. Just in case you're. You're talking. Here we go. Oh, I had actually put my head down because I was just gonna plus one. I saw you, Chris. I brought you on. No, I was actually putting in the chat when I. There was one time where I created a free HubSpot account and was asked, do you want to use HubSpot for events or for sales or for some other third thing that I can't remember. And I chose events and it automatically added some event specific properties. I think it was just properties. But I agree with any asset sets that could be created, especially for any non SaaS users. Because back to the other question of the most tedious thing, it's always adding the same properties for the same use case. In my example, it's often manufacturing, but you guys are starting to accommodate that with stuff like orders that has billing and shipping address and all the normal stuff that we would get in other systems. So I think it's hard to depend on HubSpot for application and vertical specific build outs like that. But I'm guessing there's a lot of opportunity to work with specific partners to help maybe develop some of those experiences. That's super helpful. Thank you so much. I really appreciate you sharing. And guys, thank you so much for adding so much context to the chat. Because again, me and Larry are going to go through this afterwards and kind of consolidate all of the insights both from what you guys are saying live as well as the chat. So please continue to do that. Okay team, last question. This theme how do you discover tools that you could be using in HubSpot? Do you figure it out through Kyle sharing his wonderful videos, through admin, hugs, through LinkedIn, through Reddit, through their product updates channel? Like how do you. Or the nav. Like how do you figure out, oh, I could be using that thing. That could be useful. Kyle Admin Hubs Product Update at the Monday morning briefing I'm seeing Kyle here a lot. Kyle, I feel like the TLDR of this whole thing is we just need to be embedding you more in the product. We just need more Kyle in the product. Okay, does anyone want to come off mute and share how they discover tools or have the most recent discovery motion that they went through marketplace? Hugs, Kyle, I'd be curious to know since apparently we all just want to talk about me. I am very proud and I will never apologize for the fact that I have 20,000 followers and I'm having impact, but I suspect there are roughly probably 2 million users of HubSpot. So my, my penetration is literally a rounding error away from zero. Where for the people who aren't hanging out on LinkedIn all day, every day, where would we need to put this stuff for them to actually see it? That's a great question. Maria, what do you think? Sorry, I was muted. I think that the product updates it's a little bit hidden in the system. Like I didn't discover that until probably inbound last year. Otherwise, if it was more visible somewhere in the system, I think that would be a little helpful as well. I also love the spotlight that was done this year. That was great. Glad to see that. Glad to hear that was helpful. Awesome. Thank you so much. What about you, Kelly? Yeah, I would look for maybe when you log in, it tells you, hey, you're paying for these features. It doesn't look like you're using them. Is this something like something on the screen when you first log in and it's like, then it has the benefits of what that product is. Sounds like you are looking for some kind of global home, which is something that is very near and dear to me in Lara's heart. So what else would you want to see when you first log in? Okay, you've got these features that you could be using that you're paying for, but you're not using. Is there anything else that you'd want HubSpot to be speaking to you about when you first log in? I would say errors. Right. So we're B2C and we send a lot of emails a day. Right. We send around 3 million a month. So. But, and I put this in the chat earlier, it would be great for it to be like, hey, it looks like you sent way too many emails yesterday. Like, was there an error? Was there an issue? But I would actually love it to prevent that from the beginning. Right. If you're turning on a workflow and your, your triggers aren't what you expected it to do. And it's like, do you really want to send this to 2 million? You know, use that AI as a proactive approach as opposed to just a reactive when you log to the home screen. But it would also be nice for it to be on that home screen like if you, if something did go wrong, to see like an outlier, basically. I love that. And out of curiosity, before you, you head off, is that something that you would expect to set yourself? Like, I would have to know that 2 million is crazy. Is it just based on your previous email sends? Is it based on, you know, general industry information? You know, what, figuring out what roughly sounds good, or is that something that you would want to set a ceiling for yourself? I think I would want it to look at my average sins daily. Right. And, and be able to use that data that is already available inside HubSpot to determine that. Obviously, if we have the ability to set some of those ceilings as well. That would be great. But another big one is like, hey, your marketing contacts, you're getting really close. Like when you log in on that first screen, like you need to, you need to do something about that. So I, I would think yes to the ability to set those, but really I think it's more powerful when the system is actually using the data that it has. Yep. Thank you so much. Thank you. Who was saying you'd like to wait, check in on the roadmap before building workarounds? We actually have published public roadmaps that we refresh every six months. I. So please check those out because we put a lot of effort into being able to communicate what we're working on for the first half of the year. All right, let's move on to our next theme, which is unified view of the customer, which basically means you're able to get all the context you need about your customers in one place. Our first question here is, which came first in your setup flow? Defining your ideal data model? Did you get all that flow charted out on a post it note on a Google drawing or whatever? Or did you start getting data into the system, reach a point where you realize, oh, I need to iterate on what I've got set up and then kind of take it from there? I'm seeing data first, data model, same time. Does anyone come off, come off mute and tell us what their process was? Let's have a look. Let's hear from. Sorry, Kyle, I feel I'm taking the phone away from you like a proven. No, no, no. It just, it's just been saying an individual person's name, but that time it said some attendees because there were three at once. And then. I've never seen that. Kyle's just nervous, that's all. Ideally, with, you know, I do this, you know, with a tech partner, mapping the data models first is ideal. Plus my background's in logic, so modus ponens, all the rules is ideally design first and then implement, but in most cases it's just not possible from the client. They don't know enough to get you enough information at that stage. And at least I think most of the admins would say a quarter to the third of the information you get from clients in regards to something that technical and analytical, it's not accurate. So most of the time it gets a good start. You get a basic association structure, get into the system and then see, oh, look, 64% of your deals don't have accounts or companies to them. That's what I thought and then we start redesigning from there, there. And then that's when custom objects come in and workarounds and the like. So three quarters of the time it doesn't get finished. So in the system just because if anything else, a client is selling insurance or they're a health and fitness guru on Instagram. And it's utterly unfair of me to ask them, you know, what's your third permutation downstream from this, you know, additional you have designed here? And they're looking at me like I am speaking Greek, because it is. So that's usually what happens. And out of curiosity, when you do have to do that iteration so you've got your first set up for the data model, then you start getting data in and maybe you realize you need to change something or iterate on something. How easy is it to iterate? Are there specific things that are holding you back from being able to easily update? What would really be easily is I'm asking for the sky here, but an almost to Miro level of visualization tools within HubSpot and then from there that I can turn a bot to that, it can work with me. That would be amazing. I could, I could move, I could scale up probably another magnitude. You know what I mean? I could do another tenfold if I had a strong bot or two with data model designs that only it just needed first order predicate logic or sentential logic. You know, if A, then B, A therefore B modus ponens or so 16 basic rules. If it could know that and it could analyze that, we could probably data model build at a magnitude of order higher, I would imagine. Awesome. I love that. And I'd probably get a HubSpot tattoo. You got really? I was drinking the orange Kool Aid in. Well, please send me a picture of that if that ever happens. All right, well, we're going to ask you to share your thoughts now. What do you think, Tom? Oh, I'm sorry, I didn't hear my name there. So we're a HubSpot partner and we do things a little bit weird. We actually show people the end product in HubSpot because we have vertical instances. We can say, oh, you're in construction, here's what we've built. What do you want? Salesforce figured this out a long time ago and so did Microsoft. What we do is we say, here are the custom objects, here are the reports, here's the data model. And if they say we want everything except for this, this and this, we instantly replicate our ip, drop it into their environment. And all that tediousness that you talked about earlier, creating all the custom fields, we don't have to do that. And then when we put that copy into the sandbox, what we're able to do is modify and iterate in the sandbox. But your sandbox can't copy over to production. Yeah, we know we can. Yep. So we use a tool to copy it and it's done. We also drop in specific help cards for that industry. So it speaks the language of, well, here's how you sell a solar panel to a residential customer. So different approach. No, I love that. And push to prod for sandboxes is definitely something that we're actively working on. So I appreciate the push on that. But that's, I love that you are kind of giving them, giving your clients a suggestion of, okay, this is what the shape of it could be, letting them customize or configure getting that into the sandbox easily. Sounds like you guys got some projects or API set up to enable you to do that really easily. And then once everything's looking really, really good, getting it over to prod. Yeah, because we start kind of like 20 or 80 yards downfield, so we're not starting from zero. And the customer doesn't have to look at the blank state of HubSpot, which is what it comes like out of the box. Imagine what they want it to be because a customer trying to build this out themselves is going to screw it up. They're going to put a deal pipeline where it should be a ticket. They're going to put a company field on a contact record. You see it all the time. It's just because you don't know. So you got to give them shortcuts. I love that. Thank you so much for sharing. You bet. Okay, next question is what is your biggest hurdle in Creating a customer 360 view in HubSpot? Please share in the chat or come up mute. Let us know. Chris, let's get you on data. Can you be more specific? People putting in the data, especially now that that 360 degree view is going customer platform and all the teams getting the users actually in HubSpot and so that the data that can actually provide a 360 degree view in HubSpot is. I mean, I would challenge anybody to come up with a bigger, bigger hurdle. If we don't have people using the system, we're never going to have a 360 degree view. Are there things that we should be doing to try and pull in data that people are logging Outside the system, it's hard to imagine you could be doing more other than the education required around all the new stuff that you're doing. Like the invoices problem that we talked about earlier. I think the Commerce Hub team knows there's a severe lack of content and enablement related to that whole space. I'm very active on the quote to cash in helping people with that stuff. So it's very close to me. But I think also I think it hits here and related to a previous question. I don't think enough is done And I think HubSpot ecosystem itself take HubSpot for granted in that until you see it and experience it. The idea of being able to click around and explore and not break stuff and not get lost is an underrated piece of HubSpot. And when you're coming in from an external system, you think that you've got to follow this five step plan. And if you don't do that, bad things are going to happen to you. So you don't explore new tools, you don't experiment with clicking on the thing, understanding that if it really is something that's going to break or be bad, then HubSpot's going to put three things in front of you before you do that. So I think the enablement, you know, helping non HubSpot users and non, you know, SaaS mindsets is what comes to mind there. Awesome. Thank you so much. I'm curious how if I use like the user clicking around and potentially exploring things or clicking things, is that like a proactive sales rep who's curious about the product? Like who, who do you actually want to be clicking around and exploring and you know, obviously not deleting the whole contact database but exploring a new tool. Or is that an admin? Is that someone on your team? Is that a sales rep? Like who's doing that in your ideal world? Ultimately as close to everyone as we can get from a, from a stance that everybody is empowered to, you know, have a growth mindset, learning like always looking for ways. Like a common thing I'll say is if the thing you're trying to do feels really tedious or you have to enter the same thing manually 10 times, please stop and ask me because there's probably a better way to do it. Yeah. And that's where it could be like a button click away and they're afraid to click that button. So they don't, so they don't try to make the process better. And that's where like putting that on the head of an admin, especially when all six hubs is just not. Not reasonable. So I think that's where helping create this. This is a safe place to work and, you know, as long as you're still getting your job done, obviously. Yeah. Right. It's okay for you to explore and, you know, try to make the system better for, for your team and, and everybody else involved. No, that's great. I feel like I. I frequently hear the opposite of that. So it's so nice to hear this perspective where like, the opposite is I want to lock HubSpot down. Reps can't do anything. Like, they just need to, like, be very narrowly on the path that I have set for them. And I love hearing that you actually want people to feel more comfortable in the software, to feel, like, more ownership over it. To feel more ownership over their experience in it. Yeah. I think that's why this hug is so valuable because almost every time somebody comes on or we do a workshop, the presenter is getting surprised by something new in HubSpot looking different. But it's also like, since all the education, an enablement comes from the academy, it's pretty much impossible to create that experience in a certified way. I didn't intend to plug, but that's the whole reason I started. The content I'm doing is because there's so many tutorials and it's so overwhelming, like, which one you pick. But when they're all one step, two step, three step done, that's not daily HubSpot life. Like, I can get to the same task from five different directions and, like, following these strict processes, like, I definitely get where it's coming from, but there's like that safety and HubSpot, I think, is super powerful. That's amazing. Thank you so much, Chris. I appreciate you sharing. Okay, guys, we have five minutes left, so we're going to go to our last question, which is what role do your front office teams play in this? So do you get their input? How do they provide feedback? Like, what does the feedback loop look like? How does that happen? Where does that happen? Please share. Does anyone want to come off mute? Let's do Lisa. Hey, Lisa. Lisa, you are currently on mute in case you're talking. So the mute. But unmute is the bottom left. It won't let me unmute. I'm sorry to hear that. Maybe I can unmute you. No, I can't. I don't have the power. Maybe you could stop sharing and then we'll put you back on again. There you go. Oh, who said that? He says mute. And the, the buttons are grayed out for me. I don't. Huh. Yeah. We can't unmute someone. They have to do it themselves. Lisa, if you un present and then present again, it should unstick. And while Lisa's doing that, let's hear from Casey. Usually I get the feedback. Sorry from problems basically. So people come to me and they say, I can't do this or I want to do this. And that's pretty much how I get how I get the feedback. Awesome. Where do those, how do they come to you with the problems? Is it just like a Slack channel? Is it just like daily standups? Daily. Sorry, weekly. Monthly stand ups? Having to talk to you about something? Yeah, I, I work in a freelance capacity, so it depends on the client. Some people I'm in Slack with, some people email it. Just some people call me and say, HubSpot's broken. And I like, no, it's not. Just breathe. I love that you give your clients your phone number. Try not to. Sometimes it accidentally. Well, that's great. Okay, let's hear from. Doesn't look like Lisa is presenting again yet, but wait for her to come back on. One of the things that I'm hearing in the chat or I'm seeing in the chat is people saying, you guys have a standing meetings to go over new features and I would love to hear more about how those go or like what you guys are doing in those meetings and how often they happen. Hi Matt, welcome back. So yes, from our sort of agency, I always try to get the front office scenes involved at the scope and stationary before anything is even built and when there's also testing and things. So understanding. So what is your current process? What are your current issues? So then when we're building the HubSpot instance for them or assisting them with either migration or you know, building out a custom object, for example, understanding what their issues are and make sure they're involved in the source of testing of that as well. So making sure that it can do their job for them, making their life a lot easier. Because that also helps. With that earlier question we were talking about in terms of getting the buy in as well. So having them on that feedback loop, so having, you know, someone's like, right, what's your issues? Right, let us know your issues. Right, We've built this. Can you test this for us? And then when it goes live, they also feel like they can come to you as well. But this doesn't seem to be working. Can you have a look? Whereas a lot of time. If you just say, this is what you do. Here's some training. Watch this. They don't feel like they can come to you or raise their hand and say, oh, this isn't working. They'll struggle through or they'll regress back to doing something offline. And that's where you'll miss the biggest issue in terms of like the 360 view because it's stored on a Google Doc, it's stored on a piece of paper or something as well. That makes a ton of sense just being open. Open to the feedback and open to helping them out. Okay, Lisa, we are nearly out of time, but let's try hear from you and hopefully you'll be allowed to unmute this time. Nope. Okay, hugger, I'm sorry. Maybe Lisa, you could put your thoughts in the chat because I do want to make sure we capture your insights and feedback. Okay, team, we are at time, unfortunately. And just to say, you have all been absolutely amazing for the past hour. Thank you so, so much. It is sessions and feedback like this that really enable us to build a better product or a great product for all of our customers. So we really, really, really appreciate all of your feedback and your insight. We hope you have a wonderful rest of your day. I'm sure you know where to find us at this point, but if you have any specific questions for us, if you want to connect with me and have a one on one call or anything like that, I'm sure Kyle can connect with you or just send me an email. My email is shigshubspot.com and I hope you all have a great day. Thank you so, so much again and yeah, hopefully we'll see you soon. And thank you so much Kyle for facilitating this. Yeah, thanks for, thanks for doing it. Thanks everyone for being here. Have a great week everyone. Bye team. Bye guys.