Technology should adapt to how your team works, not the other way around. The speaker mapped Salesforce and HubSpot's customization options against each stage of the customer lifecycle, from attract through advocacy, to see where the platform fits your process and where your people have to bend.
Technology should be built around the processes and behaviors, the people that need to use it, not the other way around. So when you have off-the-shelf technology, you require the users to adapt their processes and behavior to the way the technology works. But because Salesforce and HubSpot, they're so highly customizable, you're able to truly build the most efficient process. Then you build the technology to match the process. So what I was looking at is how much of the process was built inside of HubSpot that the behaviors on the team are adhering to it versus us adhering. So I did an evaluation of the step-by-step process for the entire customer lifecycle from the people side. So I met with marketing team, sales team, implementation, operations, and our account management team and the executive relationship managers, the ERMs, understanding the lifecycle of the client. What are all the things that we do to attract them, earn their business, onboard them, get through adoption, retention, expansion, and advocacy?
