Multi-Account-Management
What are the THREE ways we accommodate customers with multiple brands/companies today?
1.) One portal and partitioning them by teams/permissions
2.) MHE with Business Units for each brand/comapny
3.) Separate portals with no connectivity
What is Journey Automation?
Journey Automation is an advanced tool for creating automated, multi-stage customer journeys that adapt to individual behaviors, with personalized experiences that drive stronger relationships and revenue.
What are two of the four key features of the sales workspace?
Sales Workspace: Brings together all your lead and deal management to streamline prospecting and sales. This spring, it includes a daily digest delivered to reps’ inboxes and improved lead and deal views.
New and smarter deal intelligence and insights: Brings AI-generated summaries of insights, engagement history, recommended steps, deal risks, and company research insights. Deal Scoring uses AI to prioritize and focus reps on key deals.
AI Meeting Assistant: Prepares and follows-up on meetings with AI-generated insights, facilitating relevant context, and capturing key takeaways by joining the call with you.
Customizable interface: Customers now have a new interface that can be changed. It has tabs for leads and deals, views for tasks and activities, and a new tab for Target Accounts.
What is the customer agent and what is one of the three ways it helps our customers?
Breeze Customer Agent acts as an extension of the Support team by automatically resolving routine customer queries 24/7. Customer Agent is now available wherever customers are interacting—websites, in-app chats, emails, Whatsapp, calling or Facebook Messenger.
How it helps: Resolves customer inquiries immediately, works around the clock, grow support without adding staff
What is the premium support beta launch happening on April 1st, 2025?
Premium Support Beta Launch: Introducing a limited beta offering to existing upmarket customers and select new deals, with advanced technical support and management
What are the THREE key features of Multi-Account-Management?
Organization Configuration — Easily define your organization and how each account should connect.
Data Mirroring — Display cross-account contact data, giving sales reps shared visibility to help cross-sell more effectively.
Asset Copying — Automatically copy assets like forms, emails, and lists across accounts, eliminating duplicative work.
What are the THREE features of Journey Automation?
Journey Builder — Build and optimize complex, omnichannel journeys. Start from scratch, or use a template to get started quickly.
Journey Analytics — Get one-click performance reports and better optimize your journeys with data-driven insights.
Journey Governance — Helps marketing teams work together seamlessly, ensuring proper permissions and oversight to keep automated journeys running smoothly and on-brand.
How does the sales workspace make us more competitive?
Unlike point solutions, HubSpot's Sales Workspace is part of a unified platform combining both prospecting, target account selling and deal management in one interface. It consolidates leads, deals, tasks, meetings, and calendar management, eliminating the need to switch between tools. Designed for full-cycle sales reps, it offers customizable views and AI-powered guidance throughout the entire sales cycle, adapting to individual workflows.
What is the knowledge base agent and how does it make us more competitive?
The Knowledge Base (KB) Agent is a net new agent (in private beta). It's designed to enhance and expand a user’s knowledge base using existing tickets and conversations. Working hand-in-hand with Customer Agent, it spots those knowledge gaps and quickly drafts new articles from ticket logs. It helps maintain an updated knowledge base to facilitate customer self-service support.
Its strength is that it can help teams grow support quickly with Customer Agent. Together, they can handle more inquiries quickly and effortlessly, helping to keep customers satisfied as support teams scale.
What is the paid services wind down happening on April 1st, 2025?
Paid Services Wind Down: HubSpot will stop selling IC, TC, recurring and one time services, website onboarding, and private training. We'll continue selling onboarding, co-delivery services, template setups and website migrations
What type of data is Data Mirroring limited to currently?
AND
What type of assets for asset copying is this functionality limited to currently?
Viewing mirrored contact data now - with this expanding in 2025 in addition to more controls for what is mirrored
----
Copying marketing assets (forms, marketing emails, and lists) with more asset types to come in 2025
What are lookalike lists?
Lookalike Lists helps marketers discover more ideal customers by analyzing existing customer lists and identifying new high-potential segments within their CRM. This feature uses Breeze, HubSpot’s AI, to show a new list of prospects with similar traits and actions. These prospects are ready to be used in targeted campaigns.
How does the help desk workspace help customers?
GET A FULL PICTURE FAST:
When a ticket is opened, all the necessary information is available, allowing agents to start solving issues right away instead of searching. This sounds simple, but many support teams struggle with siloed information. When reps can see everything on one screen instead of navigating multiple tools, they’re better equipped to meet SLAs and feel less overwhelmed—in a job that can be very demanding.
KEEP COMPLEX SUPPORT RUNNING SMOOTHLY:
Leaders can easily set up routing based on skills or capacity, meaning the customer is connected with the right person, the first time. They can harness the power of automation to reduce manual tasks and ensure SLAs are met.
What type of content does the content agent create?
Breeze Content Agent creates relevant, high-quality content based on business context, while simplifying the overall process of creating content. This helps teams generate more content faster, without sacrificing quality. It can generate landing pages, blog posts, case studies, and podcasts.
Why are we winding down paid services?
Partners will be the go to method for customers who need a paid service, and HubSpot will continue to recruit and enable expert partners
How do you know if a customer is a good fit for MAM instead of using partitioning in one portal or Brands (FKA BU)
One portal with partitioning (one brand, one business model, one CRM, multi-geo or franchieses)
Brands FKA BUs (Multiple brands, one business model and crm, one marketing org)
MAM (Multiple entities and marketing orgs, multiple business models and CRMs, a need for strict data separation)
Why did we build lookalike lists?
Currently, when our customers want to create a new audience group based on an existing successful group, they have two bad choices:
Tedious manual filtering
Cumbersome data exports
Lookalike Audiences allows marketers to bypass this manual work. It uses Breeze to analyze customer data, identify key characteristics of successful segments, and automatically surface new, high-potential audiences. In turn, this lets marketing teams focus on what they do best: creating and delivering exceptional customer experiences.
Why did we build the customer success workspace?
The Customer Success Workspace was designed to consolidate essential account information into a single workspace, eliminating the need for switching tabs and disparate tools. This allows CSMs to work more efficiently and focus on critical customer interactions. CS solutions are often very siloed and by nature of not being CRMs, are incredibly reliant on multiple integrations.
What is the prospecting agent?
Breeze Prospecting Agent aids sales teams by researching target accounts, engaging prospects within your Smart CRM, and personalizing outreach efforts. Its primary goal is to enhance pipeline building by speeding up and scaling prospecting activities.
What is the cost of HubSpot's premium support offering, and who's eligible for the beta?
$2500/month for 12 months!
Must have one Ent product, English speaking, US company and willingness, understanding, and acceptance of beta terms and commitment to provide feedback
What's the pricing and packaging strategy PRE and POST spotlight?
AT spotlight MAM will be included in MHE - MAM users will be able to connect other pro and enterprise accounts and standard pricing for individual accounts is unchangd. POST spotlight HubSpot will evaluate a purchasable add-on for SHE, CVhE and Pro customers in H2 2025
How do lookalike lists help our customers?
Boost Lead Gen -
Lookalike Lists analyzes existing customers to identify the traits and behaviors that indicate buying intent. This helps businesses discover a hidden pool of high-potential prospects.
Improve ad campaign performance -
Lookalike Lists helps target prospects who are similar to existing customers. This leads to higher conversion rates and a stronger ROI.
Drive email campaign ROI -
Lookalike Lists identifies contacts who share similar characteristics with engaged email recipients, increasing the likelihood of conversions and maximizing email marketing impact.
What is the customer success workspace and what are two of the features?
The Customer Success Workspace provides CSMs with a purpose-built home to easily manage their schedule, tasks, key reports, and book of business. Within the workspace, they can proactively manage accounts, track engagement, and leverage insights to drive retention, expansion, and long-term customer satisfaction.
Since introducing the workspace last year, we’ve added more support for upmarket and large teams, making it a great solution for both CS teams and individuals
New features include:
CS alerts: Provide real-time updates when a customer’s health score changes
Health Score improvements:
Contact-based health scores
Custom object-based health scores
Reporting on the distribution and trend of health scores over time
Companies, Custom Objects, and now Contacts as options for the workspace’s primary object
A redesigned experience to cater even more to CSMs — including tabs for Customers, Services, Revenue, and Actions
What are selling profiles, which agent does that help, and how?
Selling profiles can be created and customized by customers can now tailor their prospecting outreach approach across different products, personas, and markets.
It allows the prospecting agent to conduct automated research — a traditionally time-intensive process. When organizations add target accounts in HubSpot, the agent immediately begins gathering detailed company insights and signals. Sales teams can then leverage this research for highly personalized outreach.
What's included in the premium support offering?
Technical Support:
• Phone, Email & Chat support
• Guaranteed first response to email tickets from Super Admin (1-hour first response, 30 min first response if ticket indicates a business critical issue)
• PS customers skip the line with inbound phone process
Technical Account management:
• Proactive quarterly health checks for optimization and scalability
• Collaboration with CSM to plan platform adoption and enablement of new and existing features
• Offer reactive escalation support for urgent issues and ad-hoc technical best practice advice