02.04.2020

HubSpot Implementations

Most companies forget this step in CRM deployment

2 min read

Daryn

Yesterday, we presented a customer journey blueprint to one of our new customers that we are rolling out the HubSpot CRM.

The CRM consulting team working on this project, had in my mind produced an amazing journey blueprint that considered many steps that a customer may take from lead through to customer, to service and renewal. And this would form a good foundation for new customer journeys to be ideated and added in the future.

We were expecting to have to walk out of the presentation having blown the customer away, however we ended up having to calm an irate customer.

They were not expecting a blueprint that mapped out the customer experience and the resulting data flows, they were expecting our blueprint to only explain how we will setup the CRM. That is what they had received from other CRM consultancies and agencies they had worked with in the past.

All was fine in the end though… as we explained:

This is the number one mistake that companies make when they roll out a CRM. They focus on the technology, they focus on the customer record, and they often focus on one department.

As a result, the CRM is setup and it works.

But when the company wants to scale and automate customer experience, when they want to delight customers, when they want to communicate with customers. They find that the CRM was not setup in a way that allows them to get the dataset they require. And this is when a CRM system begins to collect dust, and these requirements that should be simple, have to get executed from spreadsheets and other systems.

To ensure a CRM project is a success, make sure you take the time and effort to map out all potential customer journeys and then let this inform the configuration of the CRM system.

Get our 30+ page guide to CRM here and find out many other ways to make CRM projects a success.

Transform your front office with HubSpot & Huble.

Considering HubSpot? Discover how we help large businesses implement and optimize HubSpot across marketing, sales, and service to streamline operations, unify data, and drive innovation.

Latest Insights

HubSpot Implementations

27 min read

HubSpot security and compliance: best practices and automated tools

Explore how to leverage HubSpot’s security tools and resources to mitigate risks and ensure Security and Compliance in HubSpot.

Read more

Service & CX

11 min read

HubSpot for Healthcare: secure customer service and data protection

Explore how HubSpot helps healthcare organizations balance sensitive data security with efficient customer service.

Read more

Marketing & Creative

12 min read

Marketing funnel vs customer journey: decoding the differences

In this article, we explore the differences between the marketing funnel vs customer journey and how you can leverage them to effectively engage and convert potential customers.

Read more

HubSpot Implementations

5 min read

HubSpot Global Partner of the Year: a letter from our CMO

Explore what winning HubSpot’s Partner of the Year award means for our customers and our dedication to providing world-class HubSpot solutions.

Read more

HubSpot Implementations

13 min read

Marketing healthcare securely: how HubSpot protects sensitive data

Explore how to securely manage sensitive data in CRMs, with a focus on healthcare marketing.

Read more

Marketing & Creative

20 min read

LinkedIn Ads benchmarks for 2025

Using our clients’ LinkedIn Ads campaigns performance we have produced performance benchmarks for a range LinkedIn ad and campaign types. Learn more here.

Read more

HubSpot Implementations

7 min read

How HubSpot secures sensitive data in healthcare sales

Explore the challenges of handling healthcare sales data and how HubSpot provides a solution that ensures both growth and regulatory compliance.

Read more

Marketing & Creative

13 min read

GDPR FAQ - all your questions answered (2025)

Have questions about the GDPR and its impact on mid-market or enterprise business? Explore our GDPR FAQ to get the answers you need.

Read more

HubSpot Implementations

17 min read

HubSpot & sensitive data: keep your organization compliant and secure

Learn how to manage sensitive data securely in HubSpot, with compliance and best practices for industries like healthcare, finance, and government.

Read more

HubSpot Implementations

12 min read

Can HubSpot Breeze replace Demandbase?

Explore if HubSpot Breeze can replace Demandbase for ABM. Learn which tool is best for your business based on scale, complexity, and intent data needs.

Read more