Training & Going Live
SALES HUB ENTERPRISE | Automation Tools.
Get the best result from sales enablement by observing these best practices.
An individual person. CRMs typically record a contact’s first and last name, as well as their email address by default. Contacts can also have a number of details attached to them such as job title, company name, annual company revenue, and so on.
Keep track of which businesses your contacts belong to.”Company” is typically at the top of the hierarchy so that different contacts can belong or be attributed to a single Company.
A Lead is a contact that has indicated an interest in your product. They might be a Marketing-Qualified Lead (MQL) if they have engaged with your content or marketing campaigns or a Sales-Qualified Lead (SQL) if they have been vetted by your sales team as a good fit for a sale.
A Deal is a potential sales opportunity. Deals are moved through the various stages of your sales process.
- Deal stage
Deal stages represent each step in your sales process. “Discovery call” for instance, can be a deal stage if your reps typically conduct this as a step.
Deal stages are organized into pipelines. Every rep should have their own pipeline for tracking the progress of opportunities.
Source indicates where your leads have originated from. Your leads may have been acquired from your website, from referrals, from trade shows, from your webinar campaigns, etc. Keeping track of conversions by source and deals won by source will let you determine the most effective prospecting channels.
This is any action taken by your reps or prospects. This includes calls, emails, voicemails, demos, etc.
Driving CRM Adoption
Adoption is the most important metric of a CRM deployment. Utilization (the percentage of users who regularly use the system) and compliance (providing complete information and using work processes that are embedded in the CRM) will make or break the success of the program. Training and support are crucial. Provide your users with resources such as an internal help-desk where they can submit support tickets. Creating documented training guides and a library of accessible resources can also help you when it comes to on-boarding new hires.
User adoption is the most important metric of a CRM deployment.
Working with a HubSpot Certified Trainer
HubSpot Academy has a credentialing process for trainers. HubSpot Certified Trainers work for HubSpot Agency Partners and deliver both public classroom training and customized private training for HubSpot users. Here’s a link to the Certified Trainer directory.
Creating a CRM Training Guide
While HubSpot has a wealth of training material including certification courses, videos, and walk through guides, it’s essential to have an internal CRM Training Guide that goes beyond the general technical training. This guide should be updated when changes or enhancements to the CRM are made. Every company will have their own version of training suited to their processes and needs but these are the common tasks that should be addressed for proper training:
- Scheduling periodic training digitally and on-site
- Granular training sessions broken down by groups and one-on-one sessions
- Training’s organized by function
- Sales coaching and mentorship to reinforce the new tool and process
- A HubSpot Sales Hub playbook or reference guide
Training Resources from HubSpot Academy
HubSpot Academy is the worldwide leader in free online training for inbound marketing, sales, and customer service professionals. HubSpot Academy offers an array of courses and certifications from which to build your training curriculum.
Evaluating Progress, Success, and Challenges
To ensure success and avoid any unforeseen pitfalls, scheduling regular evaluations to collect feedback is essential. Here are some questions you can use upon evaluation:
- Are you experiencing any issues now or anticipating some to pop up?
- Have you been using the CRM consistently?
- Are you satisfied and comfortable with the new system and processes in place?
- Are they working as expected?
- Are you getting bogged down by any particular aspect of the system and/or the processes in place? If so, why do you think that is?
- Are there any particular views, reports, filters, or features you want to view or use but can’t?
Be sure to document your processes as well as the resolutions to any issues that come up. Doing so will save you from the hassle of having to figure out a solution again for problems you have already resolved in the past. Your team will also be able to resolve these on their own if they have a document to refer to.