HubSpot Sales + CSM Training - 10 April 2025

 

Hubspot Sales + CSM Training - April 10

VIEW RECORDING - 47 mins (No highlights)

@0:00 - Sissel Laigaard

as well. I know that it's a little difficult to find a time that works for everyone, but we are keeping this tradition of a weekly training session with sales and CS that this week we've decided to put it together, for the next period of time we will start doing it once a week, then we will have different topics and you are allowed to send me an email before and we will take up the topics that most people ask for and then we will do that topic in the training.

So just letting you know that you can let me and Lydia know what you would like to have on the trainings because then we will prioritize based on the amount of feedback we get for a certain thing or a part of top spot or V-LOX depending on the questions that are arising.

Are you sitting with more people, Eric? Or is it just you? Hello. Actually, here it's just me, but I know that they had another training now, back-to-back with this one, so I think they will arrive soon from another room.

Aha! It was not the training, it was the hospital. No, okay, far enough, we moved it to this time, right?

So it worked for Sweden, good, because I was just thinking earlier that I hope Lydia moved it to the right time.

 

@1:38 - Jonathan Riis Gilmartin (sunrise.dk)

Absolutely. Oh no, got it. Okay, perfect. it's now 3.30, yeah. Yeah, that's fine.

 

@1:46 - Sissel Laigaard

Okay, that's fine. It's hot today in DK. I don't know how the other countries are, or at least in my seat it is, but that's...

 

@3:00 - Yasmin Handreck (Assessio)

All right. Hello everyone and thank you for attending today's first weekly training next week is a little a little difficult because it's I think the day we have the training fixed is a holiday in most countries.

I'm not sure but a lot of countries at least it's a public holiday so we won't have this training next week but we will continue to have this on a weekly cadence.

But we will start as I mentioned in the start of the meeting and we will start to divide it between sales and sales but here we thought it made sense to have everyone in the same room because this training really much compiles around deals and the collaboration between deals and big locks in hotspot and how it aligns with a setting up subscription or non recurring product.

So that's why we decided to have more people join today's session. So I'll go through it and please. have questions or anything you just raise your hand and I will try to keep up with people that has raised their hand and has a question.

I will try to I will cover the full process today but of course you are also free to try it out afterwards or meanwhile I do it.

I will say for for HRD and Mathias and for Vishnu you don't have access to this but this is coming to you in the near future and this is why we want to show it to you today so it doesn't come as a big surprise when it hits you at some point.

So that's why we decided to include you so yeah just so you know perfect I'll just go ahead and share my screen so you should see my hotspot now

It's going to zoom a little bit. So in Hubbot, the flow where I'll start, I already have a company.

But of course, you also have the option to, and this is maybe typically what you would do, you would search for the specific company you are interested in.

Now, I'm using another customer of mine, which I couldn't find in your Hubbot, so I created it in Hubbot.

And if you're wondering what they're doing, they are basically removing snow from streets. That's a very, like, not a lot of things to do at the moment, but that's their business.

So I created those in Hubbot just to have them there. I now have the option to create a deal, and that's actually where I'll start today's flow.

So having the full customer of the lead, as it is right now, created, I can now create the deal here on the right side.

There's two main things to be aware of here. If you're sitting in sales, you would typically created in the new local pipeline.

But if you're sitting with CS, you probably created in the CS journey pipeline. So there's a big difference here because we can, in the new local pipeline, for example, you will only see the option to do new business or RFP.

But if you change to the CS journey pipeline here, you also have the option to do upgrades, downgrades, renewal, or RFP, because RFPs can be both new business and existing business.

So when you change the pipeline, you have more options to choose from. Just so you know. You can use VLogs the same way that I'm doing in a minute.

But just letting you know that that's the, you can see the difference in this. If I choose the new local pipeline and choose the deal type new business, I'll be asked for a few things, which is the revenue type.

does the deal contain or am I thinking the deal will contain because maybe you don't know at the moment recurring or non-recurring revenue.

For now, I'll put in both and then the platform is also something I'll be asked about and I will choose the PGS platform.

Actually, I'll choose the Assetio platform just because that's maybe the broadest. Then it I'll ask for a module because the Assetio platform has two modules and I'll hit off recruitment.

Some of the things that has changed recently is that instead of asking for amount, which we did before, we've now divided it into a MRA input and a non-recurring input.

So again, the MRA R can be 0 or it can be 100 and the same for non-recurring revenue that can of course be 0.

It's not a requirement to fill out otherwise you would have as you can see currency currently has a star but the MRR and non-recurring doesn't have a star so it's just if it's something you know you can put it in now but it will be overwritten when you do the configuration in Velox which I'll show you in a minute.

The currency is pretty important because the currency is basically what you're selling to the customer in of course for some of you it will be the same always but for other parts of the group you might have the option to sell in both Swedish corner and Euro for example so that's just a difference.

I'm selling to a Danish company so I'm choosing Danish as the currency and I didn't add any contacts so I would just add a

a contact here. Just add clays from Velox and then it is already associated with Snivak and as a company.

That's why I actually recommend going into your customer and then creating the deal there because then you that will already be associated with the customer.

So we say create and now the deal itself has been created and sometimes you might want to go from creating the deal directly to configuring the offer.

Other times you might go through a few of the steps in the pipeline. If you're doing the new local steps, we have the active prospect, qualified prospect and opportunity and you could say qualified prospect as the first stage is basically not done the first stage.

The second stage is basically after you've walked with the customer had an initial talk and can see that there's a clear pain.

I'm not going to go through the sales playbook today because that has been covered in other trainings and I don't want to tire you with that.

But when you move it to qualify prospects, we have a few things that a not everything is mandatory. But you can see that the deal source something we are interested in knowing is it coming from in bound or is it referral or is it outbound?

For me, this is outbound. So I put this in and then we have these pains, which is something we're trying to cover with the customer.

So what pains do they have? This is something that you can fill out. We've recently added the option to say other.

So if you don't feel the pain that you're covering with the customer when you're talking to them, you can say other and we are actually asking for which pains does the customer then have and you can pretext this and this will be sent to me and the people managing so we can actually add new options to this.

If you don't see the pane, please fill it in here, because then we have it just going to do it as a test.

And I'm not going to build any value drivers or champions, so I'll leave it to this. And just going to hit a little refresh.

And again, the same thing, we can move it from qualified to opportunity when we have the scenario of actually setting.

Now it's actually an opportunity and we say, okay, there's a clear pane, there's a need, they have a time frame and also of course the budget to actually buy.

We move it to opportunity. And then you can see most of it. I've already filled out. So this is just confirming if there's anything I want to change.

I can change the non recurring as well. If I want to. And then I can move it. But now we've had the first talk with.

the customer. We've maybe also had a second talk or a meeting with the customer and we're actually ready to do the proposal.

I'm just trying to do it as a timeline here. I know you will do it differently. I understand. So now we would want to create the proposal and this is where Velox comes into the picture.

So you can see here right now there's a lot of fields that are empty, both the start date, end date, the contract length and also some of these the MR and non-recurring is of course filled but there are some other things that we would like and I'm just letting I telling you now because some of this will be auto-filled when I've done the Velox off but when I want to do that I can click on the create new configuration.

It takes a little longer to load when I'm sharing my screen but this looks okay actually and here we have some information about the

contact, some information about the seller, which is me, and we have some deal information. So this is the name, the deal type is new business, the segment is small, country is Denmark and currencies in Danish corner.

is important because this, depending on what you choose here, the products on the next page will be filtered based on this information.

If you choose, for example, I choose, I've done this when testing, I choose the country to be Sweden and the currency to be corner, for example, that can make the products that you will then see in the next step a little different.

So just be aware that that makes a difference. Also, the segment will show you only products for the small segment, for example, when you work with the SSIO platform or blue for PGS does make a difference, for example.

But then I can have the quote date. This is just today's date, typically. But if you want to change it, you can.

Then you have the contract start date and the contract start date, can be different, of course, depending on what you agree with the customer.

You have the contract length, so there can be three, six, 12, 24, 26 months, 36 months. Now just go with the 12th.

Then you have the renewal term, and the renewal term here is basically when contract is up for renewal, is it renewing for a full year more?

This is standard, so if I change this to 24, the renewal terms will also be 24. I hope that makes sense, but it's basically when the contract ends, when it needs to renew, how long is it renewing for?

Some customers might say, I only want three months renewal or something, and you can change that. So you can have a 12 months contract with a three months renewal term, for example.

So that is something you can do, but in general the standard is it's the same as the contract length and we put it as a standard so you don't have to fill it out if you just want it to be the standard then we of course have auto renew as an option then we have notice period and notice period here is how long the how long before the customer should be noticed before subscription end basically and then we have the billing frequency and set it to monthly and the cycle if it's important for the customer when they receive the invoice that's also something that you can put it's not mandatory so you don't have to fill it out but it's if the customer asks for it you have the option to add it and then we can go on to the next step and you will have seen if you tried VLOX last week this has changed a little bit and that's because we've wanted to make it more simple and also easier to use so first of all the recurring products

now sits or the check off for recurring and non-recurring now sits here so if you want to change for example you don't need the recurring products you can remove it but if you want to see the recurring products you can still have it here and I've chosen the ASSESU platform and I can now click here for some reason I can't see any modules because I need to choose the ASSESU platform sorry I've chosen the ASSESU platform and now I can see small recruitment and development and performance and I'll pick recruitment and then I can pick the packages underneath so I have the option to choose a base package for example the start limited and I can also choose to add on packages so if I want to have 10 extra recruitment members and also screening I can add that I can say add

So now I've basically chosen the products and I can now price the products on the next page. And here we've also added a few things to give a better overview of the things you are changing or the things you are adding at least.

So here you have the packages, of course. You have the quote or invoice display name. You can actually change this.

So if you want this to be named differently on the invoice, you have that option here. You could say, I'm not sure I would name it like that, but you can.

So you have that flexibility to actually change because what we've heard from you is on some of the customers, what goes on the invoice is pretty important and each line in the invoice is pretty important.

So you can put that in here. I could also just do it in front of the name, for example.

So you have the option to do these changes. Again, I'll just This is just a test here, so we can call it something crazy.

You also have the option to change the unit price. For some, I know that has been important. Being able to change different unit price, you have that option right now to change that as well.

And then you can see some different numbers, currently average MRR, discount, total discount value, total contract value, the type of the revenue, revenue subtype, which can be subscription or license, for example.

And then you have the term. And then of course, the next part here is discount and the description that you can also see.

You also have that. You can also do like this. And for descriptions that can be good to be able to see what is actually the description of this product.

And you can also change this if you want to add some text. to each description, you have that option as well.

For some of you, having a period of time where the customer has certain products and then another period of time where they don't or where you add products after the first three months or six months or 12 months, we have the option to activate Rembops.

And Rembops is, it can seem a little much, but for example, let's say we want to have a three period or a three periods within the subscription.

And after the first three months, you want to add another subscription. So let's say the customer wants to buy three products but they are not ready to start the first product, the first three months, but you still want to sell it now.

I hope this makes sense. You still want to sell it now? We can have two products that goes through the whole subscription, and then you can add third product later in the period.

And that goes into the billing as well. So it will not be billed until the date you have set.

So let me try to show. So I can see here, I can say the start dates. I can say the first start date is the subscription start date or the contract start date.

That makes sense. And the next start date I will then say is 1st of August. And the next start date is, let's say 1st of November.

So now I have a period of two months, two months and eight months. And eight months. It might be, maybe let me do it like this.

I think this is a more realistic example, actually, instead of having three, let's just do, we say this. the first three months.

of the subscription. You now have the option to have different products and different discounts in the three months and then it automatically changes after nine months or after the three months for the next nine months.

Does that make sense? You can just nod. can see your heads. Jeffrey is nodding. you. Eric is nodding. Thank you.

Okay. So again, you are allowed to tell me if it doesn't make sense. Sometimes I can get a little out of my head here.

So now you can see you have this called Include in Rembub1, Include in Rembub2. So let's say I'm the recruitment small screening.

I'm not including that in Rembub1, but I'm including it in Rembub2. That means that the recruitment small screening will be added after three months and the customer will not be billed until then.

that product then you can see now because we've added some extra fields you might if you want to change for example the discount you will have to click here and then you can do that and you also now have the option to change the discount in the ramps and this you can use I would say as a to get the customer going you could give a higher discount in the ramp period that is then not in the next period so for example we could give a discount here we're not giving which is the first ramp the first three months but we are not giving a discount on the second period or maybe the discount is smaller just give a 1% discount so this means that in so or when in the billing part the product will basically just yeah the price will change after the first three months because the discount will be lower

Let's say close and if I'm happy about this you can see before we had a design phase We removed that phase because it was not really needed We were not using it for anything.

So we removed it. It was causing too much confusion. I will say so we removed it entirely One thing I will say is if you try to give a to eye of a discount someone will need to approve it let's see if I can Trigger it Yeah So you can see here approval needed quote discount exceeds the max discount and I Can then send the approval and I'm part of the Danish team.

So my end goes to And then I can I can send it on. I'm not going to yeah, so you don't have to do anything I can also just change the discount back and then I don't need approval

I can just change it back to one. And now you can see the quote is now opening up again, so I have the option to actually continue.

And if I'm happy about that, the only thing I have to do now is click here in the top left side called price appendix.

And that will generate a preview for me. I can also look at the preview in a tab if I want to see it.

So now you can see each product and the reference. I gave it a funny name, right? And you can see here that this is the product right now, here.

So the standard pricing, month 1 to 3 and month 4 to 12. So the price here, first three months and the price here after the first three months, basically.

And if I'm happy about this. I don't have to change anything, I can say create, and it creates the quote, and I can click send to hotspot.

And then when I'm happy about when it does this, you can actually just click the close button and then you're back into hotspot.

One thing I've noticed is it's a good idea to just hit the refresh up here in the left corner, because when you hit refresh, everything the data you have will be updated, the start date has been updated, the end date, the contract length has been updated, the annual recurring recurring revenue, the MRR non-recurring has updated, and you can also see here on the left side the line items that we have has also been updated from what we just did in VLOX.

And you can also see the stage has automatically been moved to proposal from opportunity to proposal. So you didn't have to do that yourself.

The system did it for us. So now we can say, okay, we'll send that on to the customer. You have it here as a PDF or price appendix that you can download and that you can send to the customer.

And the whole idea, of course, with this PDF has always been that the customer sees this first and say, yeah, that looks like a good offer.

Now we are ready to, we would like to sign it or we would like to move forward with this.

So we are skipping a few steps. Jonathan, I think there were some questions in the chat regarding the processes you talked about earlier on.

I don't know if it's, if you want to take them now or if we just do it at the end.

Aha, I think. I think Anne-Marie has a couple of questions. I think for the dates, I think there's some questions for the dates.

We are working on making a change so you don't have to pick the first date of the month, which you do right now, but that's something that will be changed.

The amount field will not entirely disappear because it's a hop spot standard field, so it will still sit here, as you can see, but the amount field will always represent the total contract value, which is basically ARR plus one-offs or non-recurring, if there are any non-recurring.

will still be there. Yes, you can get the auto-renew box as default. I think that's that's a fair ask.

And I'll back to the rest of the questions. think they are they are coming, you can say. Okay, but let's say of course also we've sent the proposal on to the customer.

We are maybe starting to negotiate on the offer. We are probably also doing some back and forth on whatever that might be amount of users or pricing or terms or when is the contract starting or whatever that the negotiation might entice.

But as soon as the customer actually looks at the offer and has input or is you're having a dialogue about the actual proposal, I would move it to negotiation because here we are also starting to say okay, what is the

forecast category of this offer. So we have three main to look at. Have pipeline, have best case, we have commit.

If you have a pipeline, you're not forecasting it for this month. But if you have it in best case, well, best case the customer closes this month or the month that the close date is set to.

And commit is basically that you have a verbal agreement. It's the same as like the customer has told me they're willing to do this.

That's the same as commit, basically. So we could say, I'll put it in a commit. And then it also looks at the close date.

So right now I have it for July. But I might say, I think we can close this in May.

So I'll put the close date in for May. And the start date is the same. That has already been put in from Velux.

And I can actually remove the number. recurring because that's there and then I click save very quickly. That was not the idea but still and now we are in the negotiation stage and the customer probably at this stage will say that's fine but I would like to see the contract now.

You can see the full contract essentially. So here we have the option to open up one flow and say create contract.

And each one of you will have different workspaces. You will of course just choose the workspace for your specific market or country or entity.

You can see it here. I have access to a lot of the different workspaces. I'm actually not sure if PGS, do you have the SS show?

You can try that one. Is that the one Marulin? That's actually not the one is it? I'll take Sweden's I know.

Yeah, or I'll an L1, a session L, we have them there. Fine, I'll steal this one. I think I'll take the English one, right?

Am I missing the English one? Yeah, it's okay. If you search for new. Yeah, it's the new one. That was sorry.

You just have to choose the contact that needs to sign. So that is the case. It's the signatory. This is the same you're used to basically.

Oh, I think it's the wrong template. think this is the one. Yeah, this is the one. We will, of course, make the wording easier to find the right template.

So you know which one to find in each of your portals, but you can see here. This is the price appendix I created from VLogs, and I have the option to click yes here.

And then I can click create contract, because then the PDF or the one page of a pricing that I did is included into the contract.

And now you can see it takes the name and puts into the contract. Then we have some standard and basic information, which is this is standardly inputted from the essential side.

Then we have something that's standard input from the customer side, if it's filled out. And then standard terms that you can see here.

And then if we go down here, I can just say I have to see it in a preview, otherwise it's not showing.

So there's a lot of standard information. and then we have the pricing. So what we just did for the pricing will then be visible here in the actual contract.

Just close down this. So this should feel like the same as you are used to with OneFlow. It is the OneFlow flow, if you would say that.

And now it sits here in HubSpot, as you can see. And now it's in draft. But as soon as the contract is actually signed, the deal will be moved to contract signed automatically, as you can see in here.

The contract signed stage. So now we can just do it because I'm not going to an Eurasmus with more SA sign contracts.

I've done that a few times. That was TIS. And I think he gets very excited, but then sees it's a TIST and then, yeah, I'm not going to do that.

but it will be moved into contract signed automatically and then from here you can just take a look make sure it looks correct and when you are comfortable with the data and of course the data here is like this if the MR is correct if there's anything you see on the deal that you would want to change or the line license here on the right if everything is you know as you agreed with the customer there's nothing there that that looks different perfect you can move it up here to one or close to one handover so we just have a little check here saying line items or deals it's very important to have line items on a one deal because if you don't we won't be able to create the subscription for you and we won't be able to send it to finance for billing and when SOAR is ready this will of course be auto created and auto built if there is a line item

on the deal. So it's just an important checkmark. It's automatically filled out when you put line items on the deal.

And you do that automatically by using VALOX. So here we can just, this is just check basically. We're missing the VAT number.

So I'm just going to find that real quick. We are working on having a VAT database so that you don't have to look for this in a different place.

I'm just going to find the, just going to find it here on my other screen. Here we go. So I have the VAT now.

I can choose to assign a CSM or wish for a CSM owner and then hopefully Ilya will grant me the request or maybe he won't, not sure.

But I can also leave it blank and the head of CS will assign We just have a few things to check if this is the invoice street address in our city.

Just put something in. And bill to country is auto filled. But please make sure to pick the right country because the bill to country might not be the same to country where the company is located.

Most of the time it probably is but just make sure. And then you have the payment term. If there's anything that in this case that you are that that should be the payment term in days, then you can fill that out here.

And then we can say safe. And maybe I could take a question in the meantime. I can see the awesome questions coming in.

I'm guessing Emma, you got answer to your question as appendix and the PDF. And there is language versions coming for VLOX.

That is something that the team is working on. So you will also have it in something that's not English, but also the local languages.

So that is something that's coming. And yes, Mathias, it will be total. if it's a three year contract, it will be all three years into one.

And the close date is not the same as the end date. Thank you, Wilhilde. That's a good question. The close date, you should see the close date as a sales or not sales, but when the deal is signed, that's the close date.

So if I sign it today, today is the close date. The end date is if the subscription has a.

has an end date or just the, you can say the date that the subscription needs to be renewed at least, that will be the end date of the subscription.

That makes sense. And we should see too, at least, what is now happening when I move to closed one.

Well, first of all, we are triggering a closed one email that is being sent to the whole team in the country where the closed one is happening.

That's a new thing we've added this week just to, so everyone can see and celebrate. We are also creating the deal in the, in this journey pipeline.

And we are also creating a subscription or multiple subscription here depending on how quickly the integration goes. We should get here at some point.

So we will create one subscription for each. line item. I think that's a very important thing to note. The line items will be converted into a subscription or a non-recurring revenue charge if you have a non-recurring.

It could be a training or certification or something like that, but that will be converted here. Always takes a little longer for the automations to kick in, but at some point we'll get there.

Still waiting, fair enough. And then currently finance is handling the invoicing, but as soon as the Zora part is ready, that will also go to Zora directly.

Just also answering your question, Hannah. The Zora is not fully live, we hope that it's ready soon because then we can turn this off so it goes directly into Zora, but we are creating this.

subscription still because then we can manage it the customers. I'm still waiting for this, but it will typically be here.

So we should see it surely soon. Any other questions while I wait? Yes, I have a question. You were saying for now just you are entering the in this HubSpot, but then later in Zora.

 

@41:36 - Rahil Hanif

What do you mean that? Then everybody have to log in in Zora to enter a subscription?

 

@41:43 - Yasmin Handreck (Assessio)

No, no, you don't have to log into Zora to enter the subscription. What we've done now is enough to have it created automatically in Zora.

We are just waiting for the active subscriptions are being imported into Zora. So right now, we can use a, I think I lost the threat, but my point being, you don't have to manually create it in Sora.

What we've done and what I've showed you now in the process is enough for the system for HubSpot and Toro to talk together and create the customer and the subscription together, you could say.

So that means the salespeople, they have every time entered that tab with information and that will communicate with Sora.

 

@42:34 - Rahil Hanif

Yes, exactly.

 

@42:36 - Yasmin Handreck (Assessio)

And to answer your question, Hannah, about when you know that it's went through to finance, if you check off Sentosora, yes, and you just fill out a couple of fields that are there.

Finance will see it in a report and they will go through it on a, I don't know how often, they will go through it to make sure that everything is in voice correctly.

So if you just hit the yes on the send to Zora, it will go through all the time. But that means it will go to Zora, but the finance people have to make it finalized to send it out, right?

 

@43:24 - Rahil Hanif

Yes, exactly.

 

@43:25 - Yasmin Handreck (Assessio)

If the finance people don't send it out, then it's still trapped in Zora. Right now, yes, but in the near future, when all active subscriptions are imported into Zora and we can start to use it for the fully automated flow, it will not just be drafts, it will be an automated build run, I think it's called in Zora, where it's being sent out automatically.

But right now, there's a manual process between Hubs.net and Zora for finance. I'm running out of time. I know I only had until quarter past.

Is there any more question I can see Dean to have a question? Is there other questions? Feel free to pop them in the chat so we can make sure to try to answer them.

Dean, are asking if you're seeing the invoices in HubSpot and that is the thing we are working on and we want to have.

We have migrated something from up sales so you can see past invoices that has happened from up sales. of course, SOAR should be the source of truth when it's fully live.

So we will be adding an invoice section on the customers. can see it. That answered your question. And Hilde, you are asking because you have some subscriptions.

that does not have an amount and then you're thinking we might need to change it or something like that.

You don't have to change that. Feel free to send me some of the examples, then maybe I can follow up with you and we can have a look afterwards.

But you don't have to change that now. Because we are doing, when all customers are migrated, finalized into Zoro, we will take all those customers or all those active subscriptions and we will make sure that they overwrite what we have now in the Cosport subscription object so that we know that it's one-to-one the same.

I hope that makes sense. Perfect. I don't have anything else other than answering questions. I hope that it gave a little clarity to the process.

This meeting has also been recorded, so I think I'll it takes some bits and pieces and then put it on the training page so you don't have to watch the full recording, but other than that, yeah.

 

@46:09 - Jonathan Riis Gilmartin (sunrise.dk)

Thank you for today and have a nice evening. Thank you. Thank you. Thank you. Bye. Thank you. Bye. Thanks.

 

@46:25 - Rebecca Hald Kimø

Bye.