How we work & what a typical project looks like
Not everyone is meant to work together. In fact, only a small fraction of the companies we meet end up becoming our clients. We want to deliver as much value to each of our clients as possible.
During our first meeting (either in person or by video) we will ask a lot of questions about you, your business, and your objectives. This will help us determine whether there’s a good fit between what you seek and what we have to offer.
Key topics will be the stage of your business, your key objectives and strategies for achieving them, your current approach to revenue generation, marketing, sales, and customer support, and your vision for how things might be improved.
We’ll let you know right away if we don’t think we’re the right partner or if the prospect of a value-adding project is too low.
When we do see a promising opportunity, we’ll send you an initial project scope, timing, and cost estimate for consideration.
If you are ready to proceed, we write a more formal proposal that captures project objectives, a detailed scope of work (including who does what and defined deliverables), an initial project timeline, and a final cost breakdown. This is normally a 5-7-page project-specific document, to be read in conjunction with our Standard Terms and Conditions that apply to all projects.
Once any clarifications and concerns have been addressed and commercial terms negotiated to both parties’ satisfaction, your signature on the proposal is all we need to get started.
We believe your customer experience should always be grounded in the overall company strategy.
The second key component to delivering a consistent, seamless customer experience is a deep understanding of your ideal customer.
Armed with a clear CX strategy and deep customer understanding, we’re ready to design the solution.
The final piece of the puzzle before training your team and launching the new customer experience is to organize, clean up, and move your data into the HubSpot environment.
We work to ensure that onboarding experience is as easy and fun as possible, so that both uptake and value creation are maximized.
The second key component to delivering a consistent, seamless customer experience is a deep understanding of your ideal customer, their buying journey, and how they make buying decisions. We help you create and refine customer personas and customer journey maps that inform what sort of CX you should create and how it should be technically configured.
Armed with a clear CX strategy and deep customer understanding, we’re ready to design the solution. This includes data structure, processes, data flows, user profiles, automation, reports, dashboards, and more – all designed to bring marketing, sales, and customer service onto a common platform that makes their lives easier and more productive, and gives real-time visibility into the revenue generation process.
If you’re new to HubSpot, we begin by coordinating live demos run by a HubSpot product expert to give you a clear picture of the functionality that’s provided by the different tiers of HubSpot modules. We will recommend a combination of modules that best fits the solution we’ve designed but you always make the final decision on which to license.
If you’re already a HubSpot customer, we will review the modules you’ve licensed and recommend any upgrades that will allow us to implement the solution we’ve designed (and organize an expert-led demo to showcase the additional functionality they will provide).
Once the final combination of modules has been decided and licensed, we roll up our sleeves and configure them to produce the solution your company needs to deliver its information-driven CX. This will include setting up connections between HubSpot and other software tools that your business uses.
The final piece of the puzzle before training your team and launching the new customer experience is to organize, clean up, and move your data into the HubSpot environment. This could mean migrating it from an old CRM system, compiling it from multiple databases and employee contact lists, or a combination a both.
The bulk of this effort will focus on customer records, but we’ll also be uploading documents and other supporting materials that let your marketing, sales, and service teams forecast, find, and deliver revenue as effectively as possible.
If you’re already a HubSpot user, we will give your existing databases a health check, clean up the junk, duplicates, and errors that inevitably accumulate in any data system, and make sure that all of the relevant documents and collateral are where they should be in the system.
Building the system is great but it only delivers value once users get onboard. We work to ensure that onboarding experience is as easy and fun as possible, so that both uptake and value creation are maximized.
Once things are up and running, we stick around for a while to help troubleshoot any teething problems, help you make adjustments in response to user feedback, and provide users with live support and a little handholding.
Longer-term, we can provide as much or as little support as your organization needs, based on the number and experience level of HubSpot administrators and super-users on your team. We’ll agree an appropriate support package with you once we get to this point. Our goal is to ensure each of our clients gets maximum value out of their IDCX project.
The obvious answer? “It depends”. Seriously, though, there are so many company-specific variables that can influence a project like this that we’d be lying if we gave you a specific answer. Each project is custom fit to transform a particular company’s revenue architecture from silos and disconnected data to an interconnected, information-driven customer experience.
Disclaimers aside, most of our projects take 4-8 months to complete and cost anywhere from $12,000 to $50,000+, excluding software license fees, marketing spend, and any third-party specialists needed for obscure integrations or other customized work.
Most of our clients end up licensing a combination of Professional and Enterprise level HubSpot modules, totaling between $1,000-4,000 per month (assuming a 12-month minimum commitment and typical negotiated discounts).
