Proactive, Post-Sale Order Management with HubSpot with Chris Carolan
Sidekick Strategies Expert Interviews
In this conversation, George B. Thomas and Chris Carolan discuss the challenges businesses face with current customer order management systems and how integrating CRM systems with custom objects can improve the post-sale order management process. They emphasize the importance of creating proactive and self-service experiences for customers, especially in the B2B space.
They also explore the limitations of traditional line items for order management and the benefits of modernized growth strategies in meeting the evolving expectations of industrial and manufacturing customers. The conversation concludes with a demo of using HubSpot to manage customer orders. This conversation explores the use of custom objects in HubSpot to enhance the customer experience and streamline post-sales processes. The discussion covers topics such as managing parent and child companies, handling temporary information, and creating custom objects for complex order processes.
The conversation also highlights the use of a customer portal in HubSpot CMS to provide customers with access to order details, proof of delivery, and the ability to reorder products. The importance of transparency and trust in building strong customer relationships is emphasized throughout the conversation.
Takeaways: Creating proactive and self-service experiences for customers is crucial in the B2B space. Integrating CRM systems with custom objects can improve the post-sale order management process. Traditional line items are insufficient for managing orders after the sale. Modernized growth strategies that incorporate sales, marketing, and service teams can meet the evolving expectations of industrial and manufacturing customers. Custom objects in HubSpot can be used to enhance the customer experience and streamline post-sales processes.
Managing parent and child companies can be made easier with custom objects in HubSpot. Temporary information can be handled efficiently without cluttering the system by using custom objects. A customer portal in HubSpot CMS allows customers to access order details, proof of delivery, and reorder products.
Chapters
00:00: Introduction
00:33: Chris's Background and Challenges in Customer Order Management Systems
09:54: Importance of a Proactive Post-Sale Management Approach
12:59: Integrating CRM Systems with Custom Objects
16:26: Limitations of Traditional Line Items for Order Management
23:29: Benefits of Modernized Growth Strategies in Industrial and Manufacturing
26:13: Meeting Evolving Expectations of Industrial and Manufacturing Customers
31:10: Demo: Using HubSpot to Manage Customer Orders
31:18: Introduction to Customer Platform and Custom Objects
32:07: Enhancing the Customer Experience with Custom Objects
33:31: Improving Post-Sales Processes
34:28: Managing Parent and Child Companies
35:26: Handling Temporary Information
36:02: Custom Objects for Complex Order Processes
37:18: Customer Portal for Order Tracking
38:14: Creating a Membership Portal in HubSpot CMS
38:44: Viewing Order Details in the Customer Portal
39:42: Proof of Delivery in the Customer Portal
40:49: Adding Custom Information to Orders
42:45: Using Pipelines in Custom Objects
44:06: Custom Objects for Different Product Types
45:25: Customizing the Customer Portal
46:46: Easily Adding Properties in HubSpot CRM
47:19: Reordering Products in the Customer Portal
50:58: Providing Certainty to Customers
52:20: The Importance of Customer Experience
53:26: Contacting Chris Carolan