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not cobbled

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Today’s most disruptive

companies are winning

on customer experience.

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Anonymous

Promoter

Prospect

Customer

Marketing

Sales

Service

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Website

Reads

Testimonial

Follows

Twitter

Visits Blog

Support

Rep Call

eBook

Download

Registers

for Webinar

Marketing

Email

Becomes

SQL

Sees Ads

Retargeted

With ABM

Marketing

Email

Visits Blog

Enters

Nurture

Campaign

Pricing

Page

Sales

Call

Becomes

Case Study

Submits

Ticket

Upsell

Email

Sales

Email

Talks

to Friend

Promoter

Anonymous

Promoter

Prospect

Customer

Marketing

Sales

Service

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Data

Content

Messaging

Automation

Reporting

Promoter

Anonymous

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Messaging

Automation

Reporting

Data

Content

Promoter

Anonymous

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Built by You

“Necessary evil”

Content

Messaging

Automation

Reporting

Data

Promoter

Anonymous

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Content

Messaging

Automation

Reporting

Data

Promoter

Anonymous

Built by Acquisition

“Big company,

little accountability”

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Built by You

Built by Acquisition

The “Cobble Tax”

1. Siloed Tools

Makes it harder to align

2. Clunky UX

Makes it harder to adopt

3. An Inflexible Stack

Makes it harder to adapt

Messaging

Automation

Reporting

Data

Content

Messaging

Automation

Reporting

Data

Content

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HubSpot is built

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Anonymous

Promoter

?

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Crafted for Growth

1. A Single Source of Truth

Makes it easy to align

2. One Intuitive UX

Makes it easy to adopt

3. A Unified Codebase

Makes it easy to adapt

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HubSpot is a

CRM Platform

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Satisfaction

Market Presence among

products in CRM

Ease of Use

Quality of Support

Marketing Execution

Why HubSpot?

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Research & Development

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What is a

CRM Platform?

A CRM platform promises a single source of truth that empowers your front office teams to deepen their relationships with customers and provide a best-in-class experience.

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THEN

NOW

CRM was �a sales tool.

CRM is �a business tool.

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CRM is now

the

of scaling

businesses.

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More

Connect your data, channels, and teams like never before.

Did someone

say “sandbox?”

Put the “C”�back in “CRM.”

HubSpot’s CRM Platform is now:

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33%

x2.8

When your CRM is the heart of your

organization, your customers benefit...

Customer Satisfaction

Score (CSAT)

Customer Retention Rate

Our CRM is not at the heart

of our business

Our CRM is at the heart

of our business

Source: These insights come from a HubSpot-sponsored survey of 1,841 CRM users at companies with 51-5000 employees in the US, Canada, Germany, UK, Australia, France, and Japan.

x3.3

11%

10%

31%

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Source: These insights come from a HubSpot-sponsored survey of 1,841 CRM users at companies with 51-5000 employees in the US, Canada, Germany, UK, Australia, France, and Japan.

...and so does your business

23%

x3.3

Company Growth

Company’s Plans

to Scale Up

Our CRM is not at the heart

of our business

Our CRM is at the heart

of our business

x2.9

12%

8%

39%

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HubSpot’s CRM Platform now has:

Better Customization

Sandboxes

Deeper Connections

Happier Customers

Business

Units

Association

Improvements

Permissions

and Governance

Our latest round of features is designed to make it easier to grow with HubSpot.

Let’s run through updates at a glance, starting with our more customizable CRM.

What do you have to look forward to?

Sandboxes (!)

In order to ensure a seamless customer experience, you need a place to test, experiment and iterate. Now you can use a sandbox environment to test things out before going live.

Association Improvements

It’s easier than ever to make your CRM reflect the way your business runs. Enjoy the flexibility to associate standard objects with multiple objects.
If you’re on Professional or Enterprise, you can now also add labels to associations — and filter lists and create workflows based on those association labels.

Business Units

With business units, you can confidently manage contacts, marketing and sales assets and settings across multiple brands with HubSpot.
Want to run cross-sell and upsell campaigns to reach every segment of your audience? Track contact interactions and communication preferences with each brand? Report out on performance across your business? Zoom in on one brand’s results? Now you can.

Permissions & Governance

We’ve heard admins are our customers’ unsung heroes, and they need powerful tools to set their teams up for success.
Permission templates will ensure everyone in your org has the right permissions, while the OKTA integration makes it easy to add, remove and edit users as needed.
Admins can now also export user permissions, impersonate users and much more.

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HubSpot’s CRM Platform now has:

Better Customization

Operations Hub Enterprise*

Deeper Connections

Happier Customers

Custom Report Builder

Custom

Behavioral Events

Forecasting

BETA

*Available for purchase beginning November 1, 2021

We don’t just keep scaling companies — our customers — in mind when we innovate. We also think about your customers, and what we can do to keep your data clean and connected so you can:

Avoid headaches
Keep your customer experience friction-free

To connect your data, channels and teams like never before, we’re introducing:

Operations Hub Enterprise

Available for purchase on November 1, 2021, Operations Hub Enterprise will bring your unified system of record to the next level with a new business intelligence feature called datasets.

With datasets, data leaders can curate collections of data for downstream users to build reports from, saving ops teams time and enabling fast and consistent reporting by everyday users.

Operations Hub Enterprise also offers a fast and easy way to integrate HubSpot data into Snowflake, the industry-leading data warehouse.

Custom Behavioral Events

Our brand new custom behavioral event API consolidates your data to track and report on any key behavioral data, either in HubSpot or a third-party app.
What can you do with the data? For one — craft a hyper-personalized customer experience powered by rich reporting, powerful automation and precise behavioral targeting.

A Custom Report Builder

As you grow, you need quick answers to the questions that drive business growth.
Our new custom report builder gives you access to your contact, company, deal and marketing events data alongside your marketing, sales and service engagement data, giving you one streamlined place to answer key questions.

Forecasting

It’s now possible to get a holistic view of your entire pipeline. See how your quarter is going, inspect deals to ensure they’re on track and set up a homebase perfect for one-on-one and team meetings.
Whether you use it for Sales or Service, HubSpot’s forecasting tool is customizable, powerful and easy to use, enabling your team with the info they need to make better, data-driven decisions.

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HubSpot’s CRM Platform now has:

Better Customization

Payments*

Deeper Connections

Happier Customers

Customer Portal

CRM-Powered CMS

Custom Surveys

*Available to US customers only.

We’ve shared how we’ve made the HubSpot CRM platform more customizable and more connected.

Let’s shift to what we’ve done to put the “C” back in “CRM.”

To make our CRM platform more customer-first and help you optimize your buyers’ experience, we’re introducing:

HubSpot Payments

We now deliver a modern payment process from inside your CRM, so you can digitize payments, accelerate revenue growth and enable a remarkable buying experience for your customers with deeper context for every conversation.
Payments tools include native payment links and recurring payments, and embed directly with HubSpot’s quoting tools for easy delivery and collection.

A CRM-Powered CMS

By leveraging a CRM-powered CMS, you can personalize the visitor experience, ensuring that your engagements are timely and relevant.
You’ll also have a system that can be leveraged by both marketers and developers alike, all focused on delivering a best-in-class experience for your customers.

A Customer Portal [in beta]

Empower your customers to gain insight and ownership over their service experience with a secure Customer Portal.
Connected to your shared Inbox, your Customer Portal keeps ticket conversations going between customers and reps, offers access to your Knowledge Base and can be customized to fit your brand — no coding required.

Custom Surveys

Needless to say, ensuring your customers feel heard and valued throughout the customer journey is vital to retaining them.
With HubSpot's CRM-powered custom surveys, you can easily capture feedback unique to your business, efficiently share insights with your teams and deepen your understanding of your customers.

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Why customization matters

Companies with more customized CRMs see stronger customer satisfaction and company growth than companies with less customized CRMs.

Source: These insights come from a HubSpot-sponsored survey of 1,841 CRM users at companies with 51-5000 employees in the US, Canada, Germany, UK, Australia, France, and Japan.

32%

x2.3

Strong Customer Satisfaction

Score (CSAT) Performance

High Company Growth

CRM is not

customizable

CRM is �customizable

x1.2

13%

26%

30%

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Why connectivity matters

When more of your company uses your CRM, both customer satisfaction and retention rate performance are stronger.

Source: These insights come from a HubSpot-sponsored survey of 1,841 CRM users at companies with 51-5000 employees in the US, Canada, Germany, UK, Australia, France, and Japan.

33%

x2.1

Strong Customer Satisfaction

Score (CSAT) Performance

Strong Customer

Retention Rate

0-45%

Company-wide usage

Over 45%

Company-wide usage

x1.7

17%

20%

36%

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Why customer-

centricity

matters

A seamless customer experience stems from

a CRM at the heart of your business.

If your CRM is manual, rigid, and difficult to align, it’s harder to delight — and retain — �your customers.

Source: These insights come from a HubSpot-sponsored survey of 1,841 CRM users at companies with 51-5000 employees in the US, Canada, Germany, UK, Australia, France, and Japan.

x3.3

CRM is not

the heart

CRM is

the heart

10%

33%

Say they have a strong customer retention rate

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Businesses that consider their CRMs the heart of their business create better outcomes for both their customers and their businesses:

Better customer

satisfaction

Better customer

retention rates

Source: These insights come from a HubSpot-sponsored survey of 1,841 CRM users at companies with 51-5000 employees in the US, Canada, Germany, UK, Australia, France, and Japan.

Greater intent to

continue scaling

Faster company

growth

Businesses that consider their CRMs the heart of their business create better outcomes for both their customers and their businesses.

Specifically, these companies report:

Better customer satisfaction scores (CSAT)
Better customer retention rates
Faster company growth
Greater intent to continue scaling

Source: These insights come from a HubSpot-sponsored survey of 1,841 CRM users at companies with 51-5000 employees in the US, Canada, Germany, UK, Australia, France, and Japan.

For that that agreed with “Select the option that best describes how your company/organization perceives your primary CRM - Our CRM is the heart of our business,” we asked:

(For CSAT improvements)

What best describes your company/organization’s performance on its customer satisfaction score?

(For retention rates)

What best describes your company/organization’s performance on its customer retention rate?

(For company growth)

What best describes your company/organization’s performance on its customer retention rate? and
How would you describe the growth of your company/organization since you started using your primary CRM?

(For intent to scale)

Is your company/organization planning to scale up within the next 12 months?

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HubSpot

Platform

HubSpot

App Marketplace & API

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Ecosystem Integrations

With the launch of Operations Hub, HubSpot’s native integrations are now powered by Data Sync.

For everything else, HubSpot’s App Marketplace has over 700+ integrations to keep your customer experience friction-free.

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Messaging

Automation

Data

Content

Reporting

Promoter

Anonymous

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HubSpot CRM Platform

A united platform to help you grow better.

Gain access to the foundational tools you need

- whichever plan you choose.

Unify Your Marketing,

Sales & Service Databases

Share Context

Between Teams

Organize & Track

Customer Communications

Contact Management
Company Records
Forms

Contact Activity
Contact & Company Insights
Documents & Templates

Reporting Dashboard
Live Chat
Deals
Conversations Inbox
Conversational Bots
Ticketing
Team Email
Tasks

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Marketing Hub

CRM-powered marketing platform that has everything

you need to get found, engage new people, and nurture

them into leads that sales will love.

Blog
Video
Social Media
SEO
Ads

Email Marketing
Marketing Automation
Landing Pages
Live Chat
Conversational Bots
A/B Testing
Forms
Smart Content
Behavioral Targeting

Campaign Reporting
Website Traffic Analytics
Attribution Reporting
Custom Objects
Partitioning

Attract Attention

Convert More Leads

Report & Customize

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Because Marketing Hub

is part of the HubSpot CRM platform, marketers can keep data at the center

of everything they do.

This means you can…

Use data to segment and target your audiences flawlessly.
Leverage automation to nurture contacts and handoff warm leads.
Create consistent content without the help of a web developer.
Report & optimize on the ROI of your marketing Efforts.
Keep your messaging consistent across email, live chat, and more.

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CMS Hub

Grow your business by incorporating

your website into your growth machine.

Drag-and-drop Editor
Website Themes
Membership-driven Content
Interactive Web Apps(i.e. Payments, Event Registration)
Local Website Development
Dynamic Content with HubDB

SEO Optimizations and
Recommendations
Contact Attribution Report Builder
Smart Content & Reporting
Chat, Forms & Bots
Conversational Bots
Adaptive Testing
Web Analytics

Standard SSL Certificate
Site Performance Monitoring
Brand Domains
Custom CDC Configuration
Activity Logs
24/7 Security Monitoring &
Threat Detection

Create Remarkable Website

Experiences With Ease

Optimize & Personalize

Your Website

Manage your growing

digital presence

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Because CMS Hub is part

of the HubSpot CRM platform, it means you can turn your website into a CRM-powered website.

This means you can…

Use data to build personalized, sophisticated experiences.
Leverage automation to help scale your website.
Create better content by removing gatekeepers.
Report & optimize your web content effortlessly.
Keep your messaging consistent is consistent across all touchpoints.

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Sales Hub

Time-saving tools that give you deeper insights

into your prospects, automate busy work,

and help you close more deals faster.

Email Tracking
& Notifications
Email Sequences
Gmail & Outlook Integrations
Calling
Task Automation

Meeting Scheduling
Live Chat
Tasks & Activities
Account-Based Marketing
1:1 Video
Mobile CRM App

Pipeline Management
Playbooks
Rep Productivity Performance
Quotes
Sales Analytics & Reporting
Forecasting

Start Conversations

Deepen Relationships

Manage Your Pipeline

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Because Sales Hub is part of the HubSpot CRM platform, it means teams can eliminate friction and achieve unparalleled cross-functional alignment.

This means you can…

Use data to prioritize your outreach and predict pipeline health.
Leverage automation and put prospecting on autopilot.
Create sales enablement content that’s accessible and on-brand.
Report on rep efficacy with robust forecasting and sales analytics.
Keep your messaging consistent across all touchpoints.

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Service Hub

Customer service software that gives you all the tools

you need to provide world class service efficiently,

enriching customer relationships and delighting

customers as you scale.

Ticketing
Calling
Team Management
Team Email
Conversations Inbox
Conversational Bots

Knowledge Base
Email Sequences
Task Automation
Ticket Automation
Templates
Live Chat

Time-to-Close Reports
1:1 Video
Ticket Closed Reports
Feedback Surveys
Rep Productivity Performance

Unite Teams & Channels

Scale Support

Power Proactive Service

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Because Service Hub

is part of the HubSpot

CRM platform, it helps teams scale their support, delight their customers efficiently, and drive retention and growth.

This means you can…

Use data to understand the complete history of every customer.
Leverage automation to resolve customer issues quickly and efficiently.
Create knowledge base content that aligns with your brand.
Report on customer insights and the efficiency

of your service.

Tackle all of your messaging right from the CRM.

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Operations Hub

Connect and clean customer data, automate process, and curate datasets for reporting to create

a friction-free business (and customer) experience.

~1000 total integrations
80+ real-time two-way
data syncs
Historical sync

Programmable automation
Data quality automation
Webhooks

Datasets
Formula fields in reports
Custom report builder

Connect apps &

sync data

Automate every process

Curate data for reporting

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Because Operations Hub is part of the HubSpot CRM platform, it means you can �unite all your data in a single source of truth.

This means you can…

Align around a single source of truth for data.
Leverage flexible automation to streamline process.
Create more personalized, data-powered content.
Report with clean, consistent, and up-to-date data.
Segment your messaging to improve your CX.

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A growing number of household names are choosing to use HubSpot.

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HubSpot offers ultimate �security, reliability, performance, usability, and value.

It is trusted by growing mid-market B2B companies, enterprise brands, high-growth unicorns, B2C brands, �and many others. See for yourself.

Trusted by the Best

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Shore Saves 35% on Customer Acquisition Costs with HubSpot

25-200

Employees

EMEA

Location

Shore’s easy-to-use software helps SMEs manage their customers and appointments online.

Software Industry

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Shore’s marketing team wanted to nurture more leads, streamline workflows, and easily access analytics. Sales wanted to connect with every qualified lead, leverage customer insights, and measure activity.

Why HubSpot?

To become an inbound-driven organization, Shore needed to:

Generate and nurture leads online
Implement a powerful marketing automation platform

Embracing inbound marketing and HubSpot’s Growth Stack allowed Shore to:

Personalize the buyer’s journey
Track—and tailor—every interaction with each lead
Increase internal alignment

Challenge

Solution

Time on HubSpot

6 years

Click for full case study

Hubs:

35%

Reduction in

acquisition costs

12X

Increase in lead generation

216%

Increase in

organic traffic

Software Industry

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Crunch Fitness Drives 28% More Free Trial Signups with HubSpot

200+

Employees

NAM

Location

Originally a small basement studio in NYC’s Greenwich Village, Crunch Fitness has grown to include 300+ beloved, judgment-free locations.

Consumer Service Industry

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Crunch Fitness was rapidly franchising when COVID-19 forced the fitness club to close its doors — and pivot to strictly online methods of marketing and community building.

Why HubSpot?

Pre-pandemic, franchisees were frustrated by the company’s legacy sales and marketing tools.

With club closures, a website prone to crashing and no access to email performance and contacts, franchise holders faced significant growth limitations.

HubSpot’s CRM platform combined sales, marketing, and content management to empower local franchise holders and engage members online.

This strategic shift streamlined workflows, increased leads, and transformed company reporting.

Challenge

Solution

Click for full case study

28%

Increase in free trial signups year-over-year

2X

Marketing email �open rate

83%

Quicker email creation process

Time on HubSpot

5 years

Hubs:

Consumer Service Industry

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Appendix

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Siloed Tools�Make it harder to align

Context-Switching�Makes it harder to adopt

An Inflexible Stack�Makes it harder to adapt

Marketing Stack

Built by You

52 of 54

Siloed Tools�Make it harder to align

Context-Switching�Makes it harder to adopt

An Inflexible Stack�Makes it harder to adapt

Sales Stack

Built by You

53 of 54

Siloed Tools�Make it harder to align

Context-Switching�Makes it harder to adopt

An Inflexible Stack�Makes it harder to adapt

Service Stack

Built by You

54 of 54

Companies

Deals

Contacts

Accounts

Opportunities

Custom Objects

Custom �Objects

Leads

Contacts

Accounts

Opportunities

Custom Objects

Leads