A customer has three tickets open in HubSpot. One for a late delivery, one for a return and another for an account change. They call and say theyre following up from yesterday. Their phone number brings up the contact but the AI still needs to understand which case they mean

Our customer support stack uses Bland for inbound calls and HubSpot for CRM and ticket management. Im working through ticket routing so the AI voice agent attaches call notes to the right case and carries that context into a human handoff

If they’re calling about the return, I want the call summary saved to that ticket. The rep taking over should see what the customer already explained and what still needs doing, ALL on the same record

Hi,

I am searching for a cold calling software. Maybe someone could help with suggestions.
There are many tools on the market, however I couldn’t find a suitable solution.
We run outbound cold calling for clients, setting qualified appointments.

Currently we use a tool that should have been the perfect match, however I think it’s not build properly, has many things not a tool should have in general, isn’t GDPR compliant (e.g. we can’t set DNC lists or contacts, which is needed for Europe, even they are a EU company)
Their list uploading is not good and some other things that should be standard for this kind of tools are not good or missing. Another example is the bad reporting and that they basically don’t have a good overview of set meetings.
I give them so much feedback, currently feeling more like their business development support then a client that can effectively use the tool.

Main use focus we would need:

- Autodailer
- Handle Different Clients/Projects/Lists
- Has a CRM build (just need notes, buttons for meetings, DNC button, not interested and something that I can mark why the lead is not usable)
- must be able to set follow ups and get notifications if the follow is due
- should be able to call the number of the caller even when their number is not in the system, as a callback could happen from a different number
- must be able to import different kind of numbers like direct phone and company phone and be able to sort it for the Autodailer correct
- need to be able to set max. Touchpoints before the leads gets sorted out.
- optional email and sms sending from the system (isn’t a criteria I would to not consider using it)
- need to be able to get phone numbers for UK or US (without having a company there, wich is kind of normal, but the current tool doesn’t even provide that)
- would be nice to have a call flatrate for the country included you have a phone number to make outbound calls.

Maybe someone has similar experience and found a tool that really works. Currently looking into other tools, but thought here are coming up some tools and ideas I haven’t looked into yet.

Hubspot's gross margin last year was 83.8%. Numbers are similar if not higher for other companies like Salesforce! The software costs them almost nothing to run!

It made sense when we lived in a world where you either had to buy or hire a bunch of engineers. But now it's so easy to hop on Claude code and build software; why are people still buying?

I'm building a startup now and one of my customers (a broker at cushman & wakefield) said she built her own literally in a day. It worked better too cause it was just for her exact workflow and she cancelled her Salesforce subscription a week later, saving her $125 a month.

I may be a bit bias, since I have a technical background and was an engineer at xAI earlier this year. But curious what other people's experience has been? Has anyone actually tried building stuff and then went back to just buying software?

i build AI tools that sit on top of CRMs for small businesses: salons, restaurants, clinics, agencies. in the last 5 months we connected 250 clients in 22 countries without spending a cent on ads, so i've seen a lot of whatsapp + CRM setups. no product here, just stuff i wish someone told our clients earlier.
1. whatsapp app ≠ whatsapp API. most small teams run on the business app on one phone. a CRM can't really work with that. you need the official API connection, otherwise "integration" just means copying chats by hand.
2. track the lead source from day one. meta ad, tiktok, referral, walk in. sounds boring, but after a month it tells you where your money actually works. most teams we talk to have no idea.
3. speed beats features. people message 3 businesses at once and go with whoever answers first. the best CRM in the world doesn't help if the lead sits unread until the morning.
4. don't build automations before you know your stages. teams buy a CRM, spend weeks on chatbots, then realize their pipeline is different from what they thought. map your stages on paper first.
5. a small team doesn't need an enterprise CRM. pick something cheap with a solid whatsapp API connection and grow from there.
curious what others here run for whatsapp heavy businesses. what's actually worked for you?

We made loss reasons mandatory in Salesforce and thought that would clean things up

It did make the reports cleaner but I’m not convinced the data got much better.

Price is our biggest loss reason right now but whenever we hear from a buyer there’s usually a lot more behind it. Implementation, trust in the vendor, internal politics etc etc etc

I need to hear from people who have started talking to lost buyers regularly and comparing that back to what the rep entered.

In B2B sales, not every lost opportunity is actually lost.

Sometimes the timing is wrong, the budget isn't ready, or the customer simply has other priorities.

I'm curious how other teams handle these situations.

Do you schedule a follow-up for a few months later, keep them in your pipeline, or just wait for them to reach out again?

What has worked best for you?

We are a very small Travel Agency based in Central America. Right now we're only 2 employees and we have been mainly focused on a B2B model. However, we want to start diving into the B2C model too as B2B is really slow in terms of payments, and we need cash flow to continue operations.

We have been using Whatsapp Business for 90% of our operations, but I've been thinking about implementing a CRM so we can streamline WA Business with other Meta apps and Tik Tok (which are our main marketing channels).

So, my current idea is the following: Implement a low-cost CRM that provides the basic functions for my needs which are keeping track of leads, organizing leads by stages, and mostly focusing on Whatsapp / Meta chat integration; and paying for an AI like Claude to streamline the process of creating quotes / receipts.

However, something about my idea feels off. I don't think that paying for a CRM AND an AI is a smart idea, but tbh I am new in this whole CRM space and the amount of options feels overwhelming.

Is there a CRM that would benefit my agency in what I described? I mostly value cost-effectiveness, Meta / Tik Tok integration, and the ability to organize and create chatbots/automations according to the different stages on our leads.

Thank you for the help!

Many CRM trials seem to follow a similar path. Someone signs up for a trial, explores the dashboard for twenty minutes, imports a short list of contacts, and makes the decision to invest in it if they think it looks clean. Then the team starts using it, and adoption is slow because the system is more complex than initially thought.

Demos can tell you about the features available and give you an idea of the interface. But it won’t tell you how easy the CRM is to use, because the person running the demo already knows where everything is. It’s also a walk-through designed to look smooth and easy.

A better approach is to run the trial with the team members who are expected to use it daily and ask them to complete specific tasks without further instructions. For instance, get your team to add a contact from a business card, log a call, set a follow-up, move a deal to the next stage, and find a deal they last touched a week ago.

It’s typically the reps who absolutely loathe admin work that hit a wall on some of those tasks. But it’s a signal you should take note of. Noticing what the rep tried before asking for help when they got stuck will give you deeper insight into their needs and how they work.

Testing how easy it is to recover from a mistake is just as important. If things reps do often, like merging a duplicate, undoing an incorrect stage change, or altering the owner on an incorrectly assigned contact, require a lot of admin, the system will feel hard regardless of how it looks.

More often than not, teams run the trial using a short list of tidy contact records, which is fine for some of your testing. But seeing how the search and navigational capabilities of the system hold up when you import real, messy data is the bigger test.

For those who've been through a few CRM trials, what do you actually have people do to judge ease of use? Do you include a specific task or set of tasks? And is there a moment when you could tell a tool wasn't going to work for your team?

I'm interested in learning how sales teams manage their daily calling operations.

For people working in sales, telecalling, or lead generation:

• How do you organize and assign leads?
• How do you track follow-ups and missed calls?
• Do you use a CRM, spreadsheets, or a separate dialer?
• What's the biggest problem with your current process?

I'm especially interested in hearing from small and growing sales teams. What works well for you, and what would you improve?

I'm writing account research into HubSpot from a Claude workflow. The agent uses Coresignal's MCP to pull company and employee context, then produces a brief and a priority score.

The brief gets regenerated when new information comes in. Historical headcount trends are part of the analysis, so sometimes the score changes even when the latest headcount hasn't moved much. The longer-term picture has changed, or the model has enough new context to reassess the account.

Right now, the latest output replaces the previous one. I'd like to retain the old score, the new score, and a short explanation of what caused the change.

One option is to store a JSON snapshot for each run in a separate table and keep only the current version in HubSpot. Another is to write a small change log to a custom object.

If you've done this, which approach turned out to be less painful to maintain? I'm trying to avoid building a whole audit service for something fairly simple.

I've been hosting webinars often since 5 months ago, and I'm curious to know what platforms are you using? How do you rate them, like what factors did you look into that made you decide to stick?

I'm curious how everyone here handles CRM integartion/ Do you usually have everything synced automatically or do you still need to manual transfer registration and attendee details? Any pro tips I can learn from?

Hey guys, so I'm working with my cofounder on sales at a growing B2B startup, and we've been trying to get better at managing our pipeline as we bring in more prospects.

Earlier this year, we were talking to a company that seemed like a good fit, but they had an internal project taking priority, so the conversation eventually went quiet. We followed up recently just to see where things stood, and they replied pretty quickly saying they'd be happy to catch up. The tricky part is that they haven't really said anything about what's changed on their end or whether they're actually in a position to move forward. We don't want to assume they're ready to buy just because they're open to another conversation.

My cofounder wants to put the opportunity back in our pipeline, but I'm hesitant because we've had situations where a prospect seemed interested again, we spent time following up and preparing for calls, and nothing really came of it. At the same time, I was the one who suggested reaching out, so I don't want to be overly cautious either.

I'm trying to figure out how other sales teams handle these situations. Any advice would be appreciated, especially if you've found a way to manage this without making your pipeline either too optimistic or full of prospects you're barely talking to anymore.

we had a major mess a few months ago when two reps emailed the exact same prospect on the same morning.

our web forms dropped entries into a spreadsheet while reps worked from separate inboxes, so how do other sales teams handle duplicate lead rules when moving our lead intake into hubspot gave us a single activity timeline that cleared up our whole pipeline? seeing the full contact history before hitting send kept our team on the same page and saved us from looking unorganized in front of new accounts.

This is a weekly post for you to let out about something which happened this week for you in CRM that mattered: features, client requests that were either great or awful this week, and just generally chat CRM / CRM consulting chatter.

No self promo, just a place to share tales from the front-line of CRM!

Hello, I've applied for a CRM role in the UK as I feel I have some positive transferable skills, but when it comes to revenue and pricing, upselling and cross selling, I'm a little bit lost and hoping to gain some advice or real life experience from customer relationship managers. I'd also welcome information on the day to day tasks, main priorities, any tips, and guidance you might have. I do have a first stage interview, and I'm trying to do some good prep beforehand. Hopefully, I'm posting in the correct community, and I apologise if not!

This is a monthly megathread where you can all clamour for CRM attention without being banned for spamming this forum. Share your CRM, or consultancy service to your hearts content, (just keep your dignity!) The idea here is to keep the rest of r_crm less spammy, so don't be surprised if your regurgitated chatGPT output and link don't ever get approved elsewhere on this sub.

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When replying, please use the following format:

Put [ASK] at the start of your comment if you're asking/looking for something.

... we'll assume the rest are people recommending without being asked :D

As always, please disclose your relation to what you're posting.

Today, two critical flaws were disclosed in PHP, the language behind roughly 70% of websites whose server-side language is known. Attackers can take over a server without ever logging in. Security researchers have estimated more than 22 million exposed instances, and exploitation attempts started before the patch was even released.

Large companies handle days like this with a dedicated security team. They inventory what they run, patch within hours, and watch for signs of compromise.

However with explosion of vibe coded apps and custom built CRMs. Someone ships a tool in a weekend, it works, and everyone was clapping to them. But who is patching the server underneath it tonight? Do they even knows which PHP version it runs?

And this isn’t only a problem if they built their own CRM. If a vendor, an agency, or a consultant runs on a vibe coded system, probably your customers’ names, emails, phone numbers and deal history sit on a server that may never get patched. Attackers anywhere in the world scan for exactly that.

Security and data protection are the least discussed topics in all the AI and vibe-coding hype, and they may be the most important.

Before you trust any platform with your customer data, ask who maintains it after launch. Speed to build nowadays is impressive. Responsibility after you build is what protects your customers.

If you need a CRM that lasts, talk to a CRM expert before you build or buy. A sustainable system comes with proper security, maintenance, and support behind it, not just a fast launch.

Not selling anything and there's no sign up. I'm looking for ideas from people who run files every day. A little different than the typical "CRM" posted here but it is in a similar vein of tracking data.

I work DSCR, fix and flip, new construction and multifamily loans, and I got tired of tracking needs lists, title and insurance orders, rate locks and close dates across a dozen places. So I built my own system, and it now runs a pipeline of 100+ loans.

What it does so far:

- One page per file, from first call to closing

- Paste a lender's conditions email and it becomes a needs list, split into borrower, entity, property, title and insurance

- Follow ups tracked per list (borrower vs title vs insurance), so you know what went out and when

- Title and insurance orders written from what's already on the file

- A flag when a rate lock or close date is five business days out

There's a demo with made-up loans if you want to click around. It gives you your own private copy and resets every night: link in comments.

What I actually want to know:

1. What do you still track by hand, in a spreadsheet, or in your head?

2. What's the thing that slips on your busiest weeks?

3. If you tried the demo, what felt missing or clunky?

Appreciate any thoughts, even "I'd never use this because..."

I've been building a small tool around lead management, and before I take it any further, I want to understand how people actually deal with their leads.

I've noticed that a lot of small businesses and even reps seem to dislike CRMs, but I'm trying to figure out why rather than assuming I know the answer.

For people who manage leads/prospects regularly:

• What's the most annoying part of using your CRM?
• Do you find yourself manually entering/updating a lot of information?
• Do you actually keep your CRM updated, or does it eventually become outdated?
• Do you use the CRM's pipeline/deal stages, or do they not really match how your business works?
• How do you remember what happened during calls/emails and what needs to happen next?
• When you have a bunch of active leads, how do you decide which ones actually need your attention today?
• Is there anything you wish your CRM would just handle automatically?

And if you don't use a CRM, I'm especially interested in hearing why.

I'm not looking for recommendations for another CRM. I'm trying to understand what makes people dislike using them in the first place.

Would love to hear your experiences 🙌