Welcome to the Hubspot Guide
...
The Help Desk is the central hub where we receive incoming customer concerns via Forms and email (support@shelterbuddy.com and support@adopets.org/.com). Help Desk is where we field incoming tickets and track tickets that we are actively solving as support coordinators. Help Desk is not meant to be a repository of existing & known customer issues.
...
Name the deal -
<Company Name> - <Product (Adopets or ShelterBuddy)> - <Time Period>.
“Animal Welfare League of Arlington - ShelterBuddy - 2023”Add Amount - We should have enough information to ballpark an amount. We can narrow it down later. If you need a placeholder, put our average contract value in this space or multiply their adoptions by our expected income per adoption.
Add the Currency, which is just their locality
Add all associated Contacts to the Deal record.
Add an Associated Contact Engage Date - This is a 🔑 key field and can only be done manually. This is the date that the initial contact reached out to us. For new Deals that’s simple: it’s the create date of the Contact. But for referrals or recurring business it’s the date that the person reached out and said “hey, we’d like to extend a year or add a feature,” and that requires human touch.
Estimate the Close Date (Hubspot default is the final day of the current month, but update this manually based on what you’ve learned about the deal or based on our average sales cycle length. This is important for follow up).
If call recording has finished processing, add a Google Drive link to Discovery Call Recording or attach the recording as an attachment.
Enter the Products Subscriptions field for what product or feature set the person is evaluating.
NOTE: Please maintain separate Deals for Adopets and ShelterBuddy opportunities. Why? Adopets recognizes variable revenue in hindsight, SB forecasts predictable revenue. Each has a different customer success cadence.
Multi-Year Deals
For multi-year Deals, simply create and document the Deal for the first year.
...
Because Deals are to document one-year periods, forecasts are based on Deal Amount, and best practices aren’t to recognize revenue beyond a year, we should be matching these accordingly.
| Warning |
|---|
Note - we’d like to do fewer multi-year deals. They tie us into pricing, offer sometimes-unnecessary discounts, and provide a contractual engagement that’s often a foregone conclusion in our sticky industry. Let’s keep it simple and flexible with one-year deals. |
Engage Opportunities
Under construction - This will eventually be a ‘structured routines’ guide on how to manage many Deals with a sense of personalization.
...
Enter the Contract Start Date (Launch Date)and Contract End Date (Contract Renewal)
Ensure the product or quote in Hubspot matches what’s being sent to the prospect.
<use an IF/THEN contingency in the communication>
Win a
...
Deal
Ensure contract is totally signed, not just verbalMove verbal, before moving
Deal Stageto Closed WonSupport the financial teamUpdate Associated Contacts:
Identify the Billing Contact on the Deal or within the Company recordCopy the billing address from the contract to the Company or Deal record
Add the correct customer success manager to the field. Introduce the CS manager. ( ⚠️ this should be automated)
- Identify the Closed Won Reason
Identify the Key Point of Contact for Onboarding & admin communications
Update the Company record
Lead Statusto “In Progress” if not already done.Fill in Company Onboarding Details
Add address, contact, and URL information for smooth site cut and DO tasks.
Lose a deal?
🚧 Under Construction
...