Track Customers When They Close
It's not useful to track customers when at the first touch, which is the way it's done now. Tracking them when they close gives you a month to month snapshot of how you're doing in sales. Granted, there's a sales cycle that could be several months, but first touch doesn't help you understand how sales are progressing.
Currently, Source Reporting reflects Customers in the month they became a lead, not in the month that lead became a customer. This makes sales cycle tracking difficult, of not nearly impossible. If the current programming for Source Reporting for this metric is in concrete, at the least, providing an optional custom reporting function within Lists would provide this valuable data.
Hey Everyone, your comments around this suggestion are great! We are going to be doing some more user testing around this idea as we consider building it in to HubSpot. If any of you would like to contribute to that effort please reach out to me! -Nate firstname.lastname@example.org
Ernani Contursi commented
We have team with really long sales cycle and they are managing everything inside Hubspot, although hubspot does not support that we did a work around with a lot of manual input and workflows.
Sales Cycle is not only until the sign the contract but also when the service is being provide. Maintaining the customer satisfaction is key to retain customers.
To be a complete tool hubspot need to support pre and post sales
Perfect example of why this feature is so crucial to have:
We ran a revenue report for an e-commerce client and segmented it by Source. They wanted to know how much revenue they brought in from social media the previous month.
One of the contacts that showed up in the report had originally came to the site from Facebook - 4 MONTHS PRIOR! Yet, they showed up as having made a purchase through Facebook in the previous month.
We have no idea where that user came from when they made the purchase, and frankly, no good reason to give our client as to why not. "That's just the way HubSpot does it," we ended up telling them.
This seems like a no-brainer. I see a "Pending" comment from hubSpot that's going on 2 years now. Any update?
Totally agree. The real value of a visit is the visit that they convert on, not necessarily their first visit. As a business, I would care more about what source drove a conversion rather than the source of original interaction.
I think it would be helpful to add a dropdown to the sources page that gave you the option to see contacts placed under the source that they converted from.
That way you have one sources report as it is now (first visit), and another that you can choose (converting visit).
Dustin DeTorres commented
yup. we have a long sales cycle – and as an agency partner, hubspot should be aware of this.
-- all we want is customers to be counted as customers when they sign. shouldn't that be easier than what exists?
I believe its imperative to be able to close the loop on the marketing by seeing what marketing related sales are closed in the month they are closed. Not being able to see that (as it stands currently) is just ineffective reporting and wasteful use of prime space on the dashboard, without the ability to see the true value of market efforts.
Jeff Zabel commented
As a follow up to my post below, I wanted to update it and let everyone know that DataHero now supports Hubspot imports and specifically the ability to report on closing date. You can easily create cohorts based on close date (e.g. time & perecent closed from first contact, MQL or SQL to closed), create custom reports on when a customer is closed, etc. You can sign up free at https://datahero.com to give it a try or learn more from our blog post on the integration: https://datahero.com/blog/2014/09/02/customize-hubspot-analytics-datahero/ or in general: https://datahero.com/connections/hubspot/. Feedback always is of course welcome!
Jeff Zabel commented
Based on the responses here I am hoping to help. We have a beta implementation of an integration with Hubspot for customized reporting possibilities and are looking for people interested to give it a try before we release it publicly. I figured people looking at this post would hopefully be interested to give it a try? It allows you to directly import your Hubspot data and I think may help solve the track customers when they close problem with Hubspot. If you store this information in Hubspot, you can pull it in and create reports on time to close, cohorts, etc. We also have the possibility to merge or combine your Hubspot data with data in other systems like Salesforce, custom spreadsheets, etc to allow you to report across both systems. (https://datahero.com/features/) Please reach out directly if you are interested in giving the beta a try before we release it publicly as we are looking for feedback on this use case specifically. To join the beta, please contact: jeff at datahero.com. Thanks!
Yeah, I would love to be able to see my customer acquisition to my goals. The fact that it shows them converting on the first touch date messes everything up and makes the goals feature on the dashboard completely useless.
Justin Brooke commented
To any developers reading this, we've developed our own solution for this between our shopping cart and Hubspot.
If giving you the code helps speed this along, I'll gladly give it to Hubspot.
I completely agree! The option to track customers in the month they close as customers should be standard or at least an option.
Jeremi Karnell commented
I agree. It's not that helpful to show a chart on the dashboard of new customers while at the same time adding new customers (that came in that month) to older months when they established first touch. I think there should be a toggle.
All- this is possible in the Contacts Report, available on HubSpot Enterprise. You can read more about it: http://www.hubspot.com/hubspot-enterprise-features#ContactsReporting.
Nancy Grossbart commented
I, too, have been asking Hubspot for this for several years. I spoke to several "sources" product managers personally and, at one point, they actually promised me it was coming. When I called to say "what's up" they told me it wasn't going to happen. I have never been able to understand why we can't report it both ways.
Lance Cummins commented
This has been my chief gripe with HubSpot reporting. Give me the option to show customers either way, and I'll be as happy as a clam. (I have no idea why we think clams are happy.)
Don Lafferty commented
I agree with John.
Larry Levenson commented
This would be a great enhancement!
Peter Caputa commented
Have you guys tried creating a contacts report?