Congratulations! You’ve realized that a modern day CRM (Customer Relationship Management) tool will be a competitive advantage for your business and have decided to implement HubSpot.
B2B buyer behavior has significantly evolved in the past few years, and HubSpot is the most highly rated CRM available (according to reviews on G2) that businesses can use to more effectively grow and connect with their customers.
Today, we're diving into a topic that can make or break your HubSpot implementation - finding the right implementation/solutions partner.
How to get your implementation right the first time
Implementing a CRM system is a significant investment, so how do you ensure you’re doing it right the first time?
Choosing the right partner to guide you through the process can be the difference between smooth sailing towards why you’re getting the CRM in the first place, and a rocky road that can cost you many times more than the cost of the software.
Before we explore why selecting the right partner is essential and how it can contribute to a successful HubSpot CRM implementation, it might be helpful to first define what a successful implementation entails:
That sounds pretty simple and straightforward, right? But according to multiple analysts, 20-70% of CRM implementations still fail. Why? Here are the most common reasons:
- Not having clear goals or a project plan
- Lack of or incomplete CRM strategy
- Your overall solution architecture design which includes integrations with other systems, and your processes
- Not having the support of senior management (and their belief that the CRM is critical to the company achieving its growth goals)
- Lack of change management practices
- Lack of post-implementation support
- Poor data that users can’t trust
- The most common reason CRM implementations fail however, is because they are implemented by teams where nobody is experienced at successfully doing implementations.
How to increase your chances for success
One way to increase the likelihood of a successful HubSpot CRM implementation, is to work with a HubSpot Solutions Partner.
There are many to choose from however, so here are some suggestions to help you:
- Create your partner shortlist
- Vet a partner that will be a good fit for your organization
- Identify whether the partner will help you achieve your unique business goals
1. Expertise and Experience
Finding a partner with expertise and experience in CRM implementation is crucial. A partner should have a deep understanding of CRM strategies, best practices, and industry-specific knowledge.
An experienced partner will be able to identify your unique requirements and customize the CRM system accordingly to ensure it aligns with your business goals.
HubSpot wants to help you find the right partner. In 2022, they launched their accreditations program to help prospective and existing HubSpot customers identify which partners truly know the product and have the skills and experience necessary to “support the success of HubSpot customers at the highest levels of quality, service, and strategic insight.1”
Did you know? HubSpot Solutions Partners go through a rigorous application and interview process to demonstrate that they have the “expertise, capacity, and practical experience needed to serve more businesses with complex technical and business needs.1”
One of the most prestigious accreditations from HubSpot is the CRM Implementation Accreditation. This accreditation helps HubSpot customers have confidence that the Solutions Partner has the strategic experience and skillset to implement the HubSpot's Smart CRM and connected customer platform.
The HubSpot Partner Directory lists all Solutions Partners who have the CRM Implementation Accreditation.
Pro-Tip For any Solutions Partner you interview, ask to speak with 1-2 of their clients who have similar challenges as your business to get their feedback. One question to ask: Would you choose work with this Solutions Partner again? And why?
2. Customization and Integration Capabilities
One size doesn't fit all when it comes to CRM systems. An out-of-the-box solution might help you solve some of your current challenges, but not all of them.
Depending on the complexity of your business' needs, you will want to customize your CRM setup and integrate with your ERP or accounting system, data enrichment tools, or any of your third-party systems and tools.
You'll want to select a Solutions Partner who is familiar with the different integration types and customizations to drive adoption, align with your processes, and reduce manual tasks.
By automating and streamlining your unique business processes, you will be providing a truly personalized CRM experience for your organization.
Pro-Tip Choosing a partner that has HubSpot’s Custom Integration Accreditation will ensure that you have the technical expertise needed for a successful integration.
3. Training and Support
Implementing a new CRM system can be overwhelming for your team. That's why it's crucial to choose a partner who provides comprehensive training and ongoing support and that they incorporate change management practices into the implementation process.
A great partner should include training sessions to educate your employees about the CRM's features and provide hands-on assistance during the implementation process. Understanding your team's specific needs then tailoring the training to ensure maximum effectiveness is important.
A reliable partner will offer technical support and address any issues or questions that may arise after the CRM system is implemented.
A great Solutions Partner will be proactive and have a plan in place for additional support after your go-live to increase the likelihood of successful user adoption. Without user adoption, your implementation will fail resulting in wasted time and resources.
Pro-Tip Be sure to ask any Solutions Partner about post-implementation support.
4. Compatibility and Scalability
When implementing a new CRM system, this is an ideal opportunity to re-evaluate and optimize your tech stack. Understanding your complete Sales & Marketing tech stack will a key part of ensuring you are set up for success with a CRM implementation.
An experienced CRM implementation Solutions Partner understands the importance of this step and will proactively ask questions about your existing software, platforms, and databases.
They will not only replicate your current processes on a new system but will also help you identify areas for improvement, redundant systems, and unnecessary manual process that may be hindering your efficiency.
Additionally, a great partner will not only focus on the present but also plan for the future. They will consider your long-term goals and growth trajectory plus ensuring that your CRM is scalable and adaptable to accommodate the increasing demands and complexities without requiring a major overhaul.
This holistic approach to implementing a CRM system sets the foundation for long-term success and maximizes your ROI.
Pro-Tip Make sure the partner is asking you questions and proposing potential improvements. You won’t achieve all of the potential benefits of any CRM, or from working with a partner, if they’re not encouraging you to lead change through this process.
Conclusion
To ensure a successful CRM implementation, it's important to be aware of the risks involved. Partnering with an experienced Solutions Partner can greatly reduce these risks.
The right Solutions Partner offers expertise, customization capabilities, training, and ongoing support to help your organization adapt and benefit from HubSpot.
Take the time to research and choose a partner that aligns with your goals and has a proven track record. It's not just about finding a CRM expert, but a partner who can collaborate with you to achieve your business goals over the long-term as your business evolves.
If you're looking for a Solutions Partner to help you reach your business goals by leveraging HubSpot, we'd love to have a conversation.
Citations
1: HubSpot Solutions Partner Credentials | What is a HubSpot Accreditation