HubSpot: Overview & Introduction
Customer Relationship Management
Customer Relationship Management, or CRM, is the task of managing contacts and contact information for individuals and organizations with whom we communicate. Operators are asked to use HubSpot (www.hubspot.com) for contact organization as it pertains to outreach.
Features. HubSpot is a cloud CRM software service, offering the following features:
- Contact information database and management
- Event logging: emails, phone calls, and meetings with contacts
- Reminders, tasks, and event history and information relating to contacts and outreach
Your HubSpot account will be created by an administrator and an invitation message will be emailed to you. From there, follow the instructions to set up your account. If you need help with the software, help logging in, or guidance with when to use HubSpot, contact the office for more information.
Contacts are individuals, often who work in a company or organization, who refer to us or with whom we have an ongoing relationship. Individuals in HubSpot are accessed by selecting Contacts from the Contacts menu. A list of contacts is displayed. Individual contacts can be selected or searched for. Individual contact pages include a great deal of information on the contact. Make a habit of confirming and updating information when you are on a contact page.
Companies are similar to contacts, but rather than being an individual, they represent an organization. Most contacts are assigned to a company. Company-level contact information is displayed similarly to contacts. An important difference with companies is that we stress the importance of identifying relationships between companies. Specifically, this means identifying individual programs (for example, Rhodes House), and parent organizations (South Middlesex Opportunity Council, “S.M.O.C.”). Rhodes House is a program run by S.M.O.C., but both are listed as companies in HubSpot. Be sure to identify “child companies” and “parent companies” as such and link them to each other. This is done on the company page.
Each time a contact is made to a contact listed in the HubSpot, we ask you to log the event. Events would include calls, emails, or meetings. When an event takes place, visit the contact’s page and log the event (see the figure above).
HubSpot should be used any time an action is made relative to a contact. These would include the below events.
Log each call, email, or meeting with a contact
Search for the contact, select the contact in the Contacts page (see below) and search for and select the contact. On the page for the contact (see right), add a note or log an event. Ensure that all contact information is correct in the system! Event logs are important to track when and what has occurred with each of our referral sources. This should include any time a known placement professional refers a resident to us; more in the Intake section below.
Add each new placement professional you connect to
Each time you make a new contact with a placement professional, add them to HubSpot (see below) by selecting Create Contact and inputting the information. Be sure to note their email address, phone number, program name, and program type. Add a note or log the activity which resulted in the new contact.
Update the system each time contact information changes
In the figure to the right, you can update contact information or add new contact information. Elsewhere on this page you can upload documents, forms, and other information.