What I found most valuable in HubSpot CRM relates to marketing. HubSpot focuses on customer relationship management, but it also has a marketing suite, ticketing suite, and service suite.
The marketing features make HubSpot CRM so great and make it so popular. Through this solution, you now have the ability to do marketing campaigns, mass email automation, plugging you with your social media, your website, etc. It has really strong marketing capabilities and segmentation capabilities that NetSuite just doesn't have.
An area to be improved in HubSpot CRM is its customization capabilities. They started to roll out custom objects recently, but it's only available for the enterprise license or the highest license, and you're not able to customize the guest script. When you compare this solution to Salesforce, e.g. I always compare everything to Salesforce, HubSpot CRM is becoming more customizable, but it's not at the level of Salesforce yet.
Customization is the biggest downgrade of the tool, because the rest of the functionalities are there, e.g. the UI is there. Hubspot is a SaaS company, so updates are instantaneous, and everything else works pretty, pretty great.
It's been three years since I've started dealing with HubSpot CRM.
HubSpot CRM is very scalable, e.g. we have one of the biggest companies. Depending on what you use in this solution, the marketing portion is very, very scalable.
The CRM portion, on the other hand, might be a bit less scalable. Usually, what you'll see is those big enterprise companies using the marketing portion of this software, then they will use Salesforce as a CRM. It's not unusual to use another CRM and have it connected to HubSpot CRM for the marketing portion.
I evaluated NetSuite CRM and Salesforce.
I never had to deal with the technical support team of this tool, so I cannot evaluate the support. I never had to call them.
My advice to others looking into implementing HubSpot CRM is to look at what your license offers you. HubSpot offers three different types of licenses, so you really have to go deep in the fine print to understand what you have with that license. Do you have automation? Do you have a limitation on the automation? Is it 10 workflows or 20 workflows? You need to really take your time looking into it.
My rating for HubSpot CRM is eight out of ten, while my rating for NetSuite CRM is seven.