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HubSpot CRM
by HubSpot
by HubSpot
Profile Information Last updated on: 1 August 2024
Profile Information Last updated on: 1 August 2024
We help make selecting a software for your business effortless, economical and efficient.
by HubSpot
by HubSpot
Profile Information Last updated on: 1 August 2024
Profile Information Last updated on: 1 August 2024
The typical implementation process for HubSpot CRM software is designed to be quick and user-friendly. According to the information provided, HubSpot CRM takes only minutes to learn and set up. The process involves the following steps:
1. Initial Setup: Users can quickly get started by signing up for the free CRM. The setup process is straightforward and does not require extensive technical knowledge.
2. Data Import: Users can import their existing contacts and data into the CRM. HubSpot CRM automatically enriches new contacts with data from over 20 million businesses.
3. Customization: Users can customize the CRM to fit their specific business needs, including setting up sales pipelines, creating custom properties, and configuring dashboards.
4. Integration: HubSpot CRM integrates seamlessly with other HubSpot tools for marketing, sales, customer service, and operations, which simplifies the implementation process.
5. Training and Onboarding: HubSpot provides resources and support to help users learn how to use the CRM effectively. This includes tutorials, documentation, and customer support.
Overall, the implementation process is designed to be quick and efficient, allowing businesses to start using the CRM with minimal delay. The exact time it takes can vary depending on the complexity of the business's needs and the amount of data being imported, but the emphasis is on ease of use and rapid deployment.
Yes, HubSpot CRM software can be extensively customized to fit specific business needs. Here are several data points that illustrate the customization capabilities:
Custom Properties
1. Creating Custom Properties: Users can create custom properties to store unique data specific to their business needs. This includes properties for contacts, companies, deals, and tickets.
2. Field Types: HubSpot supports various field types for custom properties, such as single-line text, multi-line text, dropdown select, number, date picker, and more. This flexibility allows businesses to capture and store data in the most appropriate format.
3. Property Groups: Custom properties can be organized into groups to maintain an organized structure within the CRM. This helps in managing and accessing related data efficiently.
Custom Dashboards and Reports
1. Dashboard Customization: Users can create and customize dashboards to display the most relevant reports and data. This includes setting privacy settings, adding or removing reports, and customizing the layout to match business needs.
2. Report Customization: Custom reports can be created and added to dashboards. These reports can be tailored to track specific metrics and KPIs relevant to different teams within the organization.
User Interface Customization
1. Custom Cards and UI Extensions: HubSpot allows the creation of custom cards using React, which can be integrated seamlessly with standard CRM features. This enables businesses to tailor the user interface to better meet their specific requirements.
2. Custom Sidebars: Users can customize the left-hand sidebar of CRM records with up to five custom sections. This allows different teams to see the most relevant properties and data points for their roles.
User Permissions and Roles
1. Access Control: HubSpot CRM customization extends to user permissions and roles, allowing businesses to control who has access to sensitive information. This ensures that team members have the right level of access for their responsibilities[19].
2. Team-Specific Views: Different teams can have customized views and access to different sets of properties and data. For example, sales teams might need different information than customer service teams, and HubSpot allows for these distinctions.
Integration and Extensibility
1. API and Integrations: HubSpot provides robust API support for creating and managing custom properties and integrating with other business applications. This allows businesses to extend the functionality of their CRM and integrate it with other tools they use.
2. No-Code Integrations: HubSpot supports no-code integrations with hundreds of third-party apps, making it easy to connect existing processes and tools without extensive technical knowledge.
Practical Examples
1. Custom Contact Properties: Businesses can create custom contact properties to store data such as purchase history, product preferences, or other unique identifiers that are not covered by default properties.
2. Custom Deal Properties: Sales teams can create custom properties to track specific deal information, such as the number of properties managed by a client or the type of properties (residential, commercial, etc.).
3. Custom Company Properties: Companies can create properties to store data relevant to their operations, such as sales regions or industry-specific information[20].
Training and Resources
1. HubSpot Academy: HubSpot offers extensive training resources through HubSpot Academy, including lessons on customizing views, records, and dashboards. This helps users learn how to effectively tailor the CRM to their business needs[13].
When considering HubSpot CRM, it's important to be aware of various additional costs beyond the basic subscription fees. These costs can include setup fees, maintenance, support charges, and other potential expenses. Here are the key additional costs associated with HubSpot CRM:
Setup Fees
1. Onboarding Fees:
- Marketing Hub: Professional onboarding costs £2,450, and Enterprise onboarding costs £4,900.
- Sales Hub: Professional onboarding costs £410, and Enterprise onboarding costs £2,460.
- Service Hub: Professional onboarding costs £410, and Enterprise onboarding costs £2,460.
- CMS Hub: Professional onboarding costs £670, and Enterprise onboarding costs £1,640.
- Operations Hub: No specific onboarding fees mentioned.
- General Onboarding: HubSpot onboarding fees can range from $3,000 to $15,000, depending on the complexity and scope of the setup[20].
Maintenance and Support Charges
1. Monthly Maintenance:
- AutomateNow offers a subscription-based maintenance package starting at £125 per hour, with a minimum number of monthly hours required for the reduced rate.
- Ad hoc support and consultation are available at varying hourly rates depending on the complexity of the work.
2. Support Charges:
- HubSpot provides access to its global customer support team, but specific support packages or premium support options may incur additional costs.
Additional User Costs
1. Sales Hub and Service Hub:
- Starter plan includes 2 users, additional users cost £19 per month.
- Professional plan includes 5 users, additional users cost £60 per month.
- Enterprise plan includes 10 users, additional users cost £98 per month.
Transactional Costs
1. Payment Processing Fees:
- For ACH payments, HubSpot charges 0.5% of the transaction amount, capped at $10 per transaction.
- For card transactions, a 2.9% fee is applied.
Add-Ons and Extras
1. Transactional Email Add-On: Costs £492 per month for features like password creation, abandoned baskets, receipts, and account updates.
2. Additional Brand Domain: Costs £570 per month for hosting content or websites on an additional brand domain.
3. Ad Limit Increase: Costs £80 per month to increase ad spend limits by $50k.
4. Custom SSL: Costs £80 per month for additional SSL customization.
5. Reporting Add-On: Costs £164 per month to increase dashboard limits by 300 and create an additional 3,000 custom reports.
6. API Call Volume Increase: Costs $500 per month for up to 1,000,000 API calls per day[19].
Contact Management Costs
1. Marketing Contacts:
- Starter plan: $50 per 1,000 new contacts.
- Professional plan: $250 per 5,000 new contacts.
- Enterprise plan: $100 per 10,000 new contacts[19].
Developer Costs
1. HubSpot Developers:
- Junior developers: $30 per hour.
- Mid-level developers: $30 to $150 per hour.
- Senior developers: Higher rates depending on the complexity of the tasks[13].
HubSpot CRM offers a comprehensive range of training and support options to help new users get started and make the most of the platform. Here are the key training and support resources available:
Training Resources
1. HubSpot Academy:
- Courses and Lessons: HubSpot Academy provides a wide array of free, online training courses and lessons. These cover various topics, including CRM setup, marketing, sales, and customer service.
- Certifications: Users can earn certifications to validate their knowledge and expertise in different areas of HubSpot CRM and related tools.
- Role and Topic-Based Learning: The Academy offers self-paced learning content tailored to specific roles and topics, helping users build expertise in areas relevant to their job functions.
- Bootcamps and Learning Paths: For more immersive training, HubSpot Academy offers bootcamps and curated learning paths that guide users through comprehensive training programs.
2. Video Tutorials and Webinars:
- HubSpot Academy includes video tutorials and webinars that provide step-by-step instructions on using various features of the CRM. These resources are designed to help users understand and implement best practices.
3. Guided Projects:
- Platforms like Coursera offer guided projects that provide hands-on experience with HubSpot CRM. These projects help users practice and apply job-ready skills in real-world scenarios.
Support Resources
1. HubSpot Help Center:
- The Help Center offers a comprehensive knowledge base with how-to articles, guides, and troubleshooting steps for all HubSpot tools. Users can access this resource to find answers to common questions and issues.
2. Community Support:
- HubSpot's community forums allow users to start discussions, browse solutions, and get tips from HubSpot experts and other users. This is a valuable resource for peer support and sharing best practices[20].
3. Customer Support:
- Chat Support: Available for Starter, Professional, and Enterprise plans, users can chat with a Customer Support Specialist in real-time for immediate assistance[20].
- Email Support: Users can request email support and generally receive a reply within one working day. This is available for Starter, Professional, and Enterprise plans[20].
- Phone Support: Available for Professional and Enterprise plans, users can request call-back assistance from a Customer Support Specialist[20].
- Support Tickets: Users can submit support tickets through the HubSpot mobile app or web interface, detailing their issues for resolution by the support team[20].
4. Developer Documentation:
- For users needing technical assistance, HubSpot provides detailed developer documentation for API and CMS development. This resource is essential for integrating HubSpot CRM with other systems and customizing its functionality.
5. Solutions Partners:
- HubSpot has a network of certified Solutions Partners who can provide additional training, consulting, and technical services. These partners can help with more complex implementations and customizations.
6. In-App Help:
- HubSpot offers in-app help features, including tooltips and guided tours, to assist users as they navigate the CRM. This helps new users quickly learn how to use different features effectively[20].
HubSpot CRM employs a comprehensive set of security measures to protect data, ensuring its confidentiality, integrity, and availability. Here are the key security measures in place:
Encryption
1. Data in Transit: HubSpot uses industry-standard TLS (Transport Layer Security) encryption protocols (TLS 1.0, 1.1, 1.2) to secure data transmitted between users and the HubSpot platform. This ensures that data remains confidential and tamper-proof during transmission[20].
2. Data at Rest: Data stored on HubSpot's servers is encrypted using robust encryption mechanisms, such as AES-256. This protects data from unauthorized access even when it is stored[20].
Access Control
1. Role-Based Access Control (RBAC): HubSpot allows users to define roles and permissions, ensuring that only authorized personnel have access to specific data and functionalities. This granular control helps minimize the risk of unauthorized access.
2. Multi-Factor Authentication (MFA): HubSpot supports MFA, adding an extra layer of security by requiring users to provide two or more verification factors to gain access[19].
3. Single Sign-On (SSO): HubSpot offers SSO options, allowing users to authenticate using a single set of credentials across multiple applications, enhancing security and user convenience.
Monitoring and Auditing
1. Continuous Monitoring: HubSpot employs continuous monitoring and auditing processes to detect and respond to security threats in real-time. This includes intrusion detection systems and security incident response teams.
2. Audit Trails and Logging: HubSpot provides comprehensive audit trails for monitoring and detecting anomalies. Users can access logs such as account login history, security activity history, and content activity history to track and investigate security-related events.
Compliance and Certifications
1. SOC 2 and SOC 3 Reports: HubSpot maintains SOC 2 Type 2 and SOC 3 reports, which validate their robust controls governing the availability, confidentiality, and security of customer data. These reports align with the Trust Service Principles (TSPs) outlined by the American Institute of Certified Public Accountants (AICPA).
2. ISO Certifications: HubSpot's security practices are certified to ISO standards, including ISO 27001 (Information Security Management) and ISO 27701 (Privacy Information Management), demonstrating their commitment to data security and privacy.
Data Backup and Recovery
1. Regular Backups: HubSpot performs hourly and daily backups of data, which are maintained for 30 days. These backups are stored on highly durable media and replicated across multiple geographic locations to ensure data availability and integrity in case of a disaster[20].
2. Disaster Recovery: HubSpot's disaster recovery strategy includes snapshots and full backups to provide quick recovery mechanisms. This ensures that data can be restored promptly in the event of an incident[20].
Infrastructure Security
1. Cloud Providers: HubSpot outsources to leading cloud providers like Google Cloud Platform (GCP) and Amazon Web Services (AWS), which offer high levels of network and physical security. These providers are audited for compliance with standards such as ISO 27001 and SOC 2.
2. Web Application Firewall (WAF): HubSpot utilizes a WAF to protect against web-based attacks, including Distributed Denial of Service (DDoS) attacks. Real-time traffic monitoring helps detect and mitigate malicious activities.
User Authentication and Password Policies
1. Strong Passwords: HubSpot enforces the use of strong passwords and provides guidelines to ensure that user credentials are secure.
2. Password Hashing: User passwords are hashed according to secure industry norms, adding an additional layer of protection against unauthorized access.
Data Privacy and Compliance
1. GDPR and CCPA Compliance: HubSpot provides tools and features to help users comply with data privacy regulations such as the General Data Protection Regulation (GDPR) and the California Consumer Privacy Act (CCPA). This includes features for managing consent, data deletion, and access requests[13].
Security Health Panel
1. Security Health Monitoring: HubSpot offers a Security Health panel within its portal, allowing administrators to monitor and improve various security aspects of the platform. This feature provides insights and recommendations to help organizations strengthen their CRM security posture.
Incident Response
1. Proactive Measures: HubSpot has a dedicated security team that employs proactive measures such as intrusion detection systems and security incident response teams to address potential threats swiftly and effectively.
HubSpot CRM releases updates regularly, and these updates are managed through a structured process to ensure users have access to the latest features and improvements. Here are the key points regarding the frequency and management of updates:
Frequency of Updates
1. Regular Product Updates: HubSpot frequently releases updates across its various hubs, including Marketing Hub, Sales Hub, Service Hub, CMS Hub, and others. These updates can include new features, enhancements, bug fixes, and performance improvements.
2. Monthly Release Notes: HubSpot publishes monthly release notes that detail the latest updates and improvements. These notes provide a comprehensive overview of what has been added or changed in the platform.
3. Community Announcements: Updates are also announced in the HubSpot Community, where users can find detailed information about new features and changes. This includes updates across all product groups and specific enhancements.
Management of Updates
1. Beta Programs: HubSpot often introduces new features through beta programs, allowing users to test and provide feedback before the features are rolled out to all users. This helps ensure that new functionalities are robust and meet user needs.
2. Public and Private Betas: Updates in development can be categorized as public or private betas, giving selected users early access to test and provide feedback on new features.
3. Changelog and Developer Updates: HubSpot maintains a developer changelog that provides detailed information about updates relevant to developers, including API changes, new endpoints, and other technical enhancements.
4. User Feedback and Community Ideas: HubSpot actively encourages users to submit ideas and feedback through the community forums. This feedback is considered in the development and prioritization of new features and updates.
5. Automated and Manual Refreshes: For analytics and reports, HubSpot provides automated refreshes at regular intervals (e.g., every 20 minutes for analytics, every two hours for custom reports). Users can also manually refresh reports and dashboards to retrieve the latest data[13].
Specific Update Examples
1. Caller ID Enhancements: Recent updates have improved the Caller ID experience for HubSpot mobile app users, ensuring reliable matching of incoming call numbers to existing CRM contacts.
2. SSL Provisioning Tool: HubSpot introduced a self-verification tool to help users independently address common SSL provisioning issues, enhancing the customer experience.
3. Community Channels: The introduction of Community Channels has improved the structure and organization of community discussions, making it easier for users to navigate and participate in relevant conversations.
HubSpot CRM has clear policies regarding data ownership and portability, which are outlined in their legal documents and knowledge base. Here are the key points:
Data Ownership
1. Customer Data Ownership: HubSpot's Customer Terms of Service explicitly state that customers retain ownership of all data they submit or collect via the HubSpot Subscription Service. This includes all personal data and other information that customers input into the system.
2. No Ownership Rights for HubSpot: The agreement does not grant HubSpot any ownership rights to customer materials or data. HubSpot and its licensors are only granted permission to use the data as necessary to provide the subscription services.
Data Portability
1. Right to Data Portability: HubSpot supports the right to data portability, which is a key provision under the General Data Protection Regulation (GDPR). This right allows customers to request the transfer of their data to another organization in a structured, commonly used, and machine-readable format.
2. Exporting Data: HubSpot provides tools and APIs to facilitate the export of data. Customers can export various types of data, including contacts, companies, deals, and other CRM records, in formats such as CSV or Excel (XLS or XLSX).
3. Data Export API: HubSpot offers an Exports API that allows users to programmatically export records and property data from their HubSpot account. This API supports exporting data in different formats and includes options for filtering and sorting the data to be exported.
4. Assistance with Data Portability: HubSpot provides reasonable assistance to customers who need help retrieving their data during the subscription term. This assistance is provided in accordance with the confidentiality terms outlined in their agreements.
Data Deletion and Retention
1. Data Deletion Policy: HubSpot has a comprehensive data deletion policy that ensures customer data is permanently removed from their systems upon request. This includes verifying the identity of the requester, initiating the data deletion process, and confirming the deletion via email.
2. Retention Period: HubSpot retains customer data for as long as the customer has an active subscription. After a subscription is canceled, HubSpot retains the data for 90 days before it is permanently deleted.
3. Customer Control: Customers have control over their data and can request corrections, deletions, or restrictions on the processing of their personal data. HubSpot provides tools within the Subscription Service to facilitate these requests.
Compliance with Data Protection Laws
1. GDPR Compliance: HubSpot complies with GDPR requirements, including the right to data portability and the obligation to provide data subjects with access to their personal data. HubSpot's GDPR tools help businesses comply with these regulations by providing features such as data export, user consent logs, and data subject access request (DSAR) tools.
2. Data Processing Agreement (DPA): HubSpot's DPA outlines how they process personal data on behalf of customers, including the measures they take to protect data and ensure compliance with data protection laws.
HubSpot CRM provides flexible terms for scaling up or down as organizational needs change. Here are the key points regarding these terms:
Scaling Up
1. Upgrading Plans: HubSpot allows users to upgrade their plans as their business grows. This can be done by moving from a free or Starter plan to Professional or Enterprise plans, which offer more advanced features and higher limits on users, contacts, and functionalities.
2. Adding Users: Users can add more seats to their subscription as needed. The cost per additional user varies depending on the plan:
- Starter Plan: $15 per month per additional user (with an annual contract).
- Professional Plan: $45 per month per additional user (with an annual contract).
- Enterprise Plan: $75 per month per additional user (with an annual contract).
3. Increasing Contact Limits: For businesses using the Marketing Hub, it is possible to increase the contact limit for their plan:
- Starter Plan: $50 per month per 1,000 additional contacts.
- Professional Plan: $250 per month for an extra 5,000 contacts.
- Enterprise Plan: $100 per month for an extra 10,000 contacts.
4. Custom Objects and Advanced Features: Upgrading to higher-tier plans like Enterprise provides access to advanced features such as custom objects, hierarchical teams, single sign-on, and more robust reporting and analytics tools[20].
Scaling Down
1. Downgrading Plans: If organizational needs decrease, users can downgrade their plans to a lower tier. This involves moving from a higher-tier plan (e.g., Enterprise) to a lower-tier plan (e.g., Professional or Starter), which reduces costs but also limits access to some advanced features.
2. Reducing Users: Users can reduce the number of seats in their subscription to lower costs. This is particularly useful if the organization needs fewer users to access the CRM.
3. Adjusting Contact Limits: Businesses can also reduce their contact limits to align with their current needs, thereby lowering their monthly costs.
Managing Upgrades and Downgrades
1. Creating New Deals for Changes: For managing upgrades and downgrades in B2B SaaS, HubSpot users often create new deals to reflect changes in subscription levels. This helps in tracking revenue changes accurately.
2. Pro-Rated Discounts: When upgrading or downgrading, HubSpot allows for pro-rated discounts to account for the remaining term of the current subscription. This ensures that customers are only charged for the actual usage period.
3. Automations and Integrations: HubSpot supports integrations with billing and subscription management platforms like Chargebee, which can automate the process of managing upgrades, downgrades, and churn.
Support and Flexibility
1. Customer Support: HubSpot provides robust customer support to assist with scaling needs. This includes help with upgrading or downgrading plans, adding or removing users, and adjusting contact limits.
2. Community and Resources: HubSpot's community forums and extensive documentation provide additional support and best practices for managing changes in organizational needs.
The terms and conditions for contract renewal and cancellation for HubSpot CRM are detailed in their Customer Terms of Service and related documentation. Here are the key points:
Contract Renewal
1. Automatic Renewal:
- HubSpot subscriptions automatically renew at the end of the Initial Term for successive renewal periods (each a "Renewal Term") unless otherwise specified in the order form[20].
- The renewal pricing set forth in the order will apply, subject to adjustments as specified in the 'Fees and Payments' section[20].
2. Notice of Non-Renewal:
- To prevent the renewal of a subscription, either party must give written notice of non-renewal. This notice must be received no less than 45 days in advance of the end of the Subscription Term for Full-Service Subscriptions[20].
- For Limited Service Subscriptions, the notice must be received before the next renewal period begins[20].
- The notice of non-renewal can be sent by email to [email protected] or by turning off auto-renewal in the HubSpot portal[20].
Contract Cancellation
1. Cancellation Process:
- Users can cancel their HubSpot subscription at any time, but they will still be billed for the remaining duration of their commitment term. For example, if a user cancels a 12-month contract after 8 months, they will continue to be charged for the remaining 4 months[19].
- To cancel a subscription, users must first cancel any auto-renewal terms on all subscriptions and add-ons. After auto-renewal is canceled, the account will be downgraded to a free HubSpot CRM, which can then be deleted[13].
2. Steps to Cancel:
- Access the Account & Billing section in the HubSpot account.
- Navigate to the Subscriptions tab and select the subscription to cancel.
- Click Cancel renewal and follow the prompts to confirm the cancellation[13].
3. Refunds and Fees:
- HubSpot generally does not offer refunds for canceled subscriptions. Users are expected to fulfill their payment obligations for the entire commitment term, even if they cancel early[19].
- In some cases, HubSpot may offer a refund or delay the contract if there are extenuating circumstances, but this is not guaranteed and is handled on a case-by-case basis.
4. Data Retrieval:
- Users can retrieve their data during the Subscription Term by following the instructions provided in HubSpot's knowledge base articles. HubSpot will provide reasonable assistance for data retrieval at the user's cost[20].
- It is strongly recommended to retrieve all customer data before the end of the Subscription Term, as HubSpot will not provide access to data after termination or expiration of the subscription[20].
5. Downgrades:
- Users may downgrade their Subscription Services at the next renewal date by completing a new order form. This allows users to switch to a lower-tier plan if their needs change.
Additional Considerations
1. Commitment Terms:
- The commitment term is the period for which the user agrees to subscribe to the service. This can be monthly, annually, or for another specified duration. Users are locked into paying for the entire commitment term once they sign the contract[19].
- For example, a 12-month term with monthly billing means the user must pay for 12 months, even if they decide to cancel partway through the term.
2. Modifications and Limits:
- HubSpot reserves the right to make changes to the Subscription Services and Add-Ons that may materially reduce functionality during the Subscription Term. Users are advised to review the Product and Services Catalog for any changes.
- There are also limits on the use of free services, and HubSpot may change these limits at any time.
HubSpot CRM software meets several compliance standards and certifications to ensure data security and privacy. Here are some of the key compliance standards that HubSpot adheres to:
1. SOC 2 Compliance:
- HubSpot maintains SOC 2 Type 2 reports, which validate their robust controls governing the availability, confidentiality, and security of customer data.
- These reports align with the Trust Service Principles (TSPs) outlined by the American Institute of Certified Public Accountants (AICPA).
2. ISO Certifications:
- HubSpot's security practices are certified to ISO 27001 (Information Security Management) and ISO 27701 (Privacy Information Management), demonstrating their commitment to data security and privacy.
3. GDPR Compliance:
- HubSpot provides tools and features to help users comply with the General Data Protection Regulation (GDPR), such as features for managing consent, data deletion, and access requests.
- HubSpot's Data Processing Agreement (DPA) outlines how they process personal data on behalf of customers while ensuring compliance with data protection laws.
4. CCPA Compliance:
- HubSpot's GDPR tools also help businesses comply with the California Consumer Privacy Act (CCPA) by providing features for managing data subject access requests and data deletion.
5. Cloud Security Alliance (CSA) Compliance:
- HubSpot implements controls and processes that align with best practices established by the Cloud Security Alliance Cloud Controls Matrix (CCM)[20].
6. NIST and COBIT Compliance:
- HubSpot's security practices align with standards like NIST SP 800 and COBIT, which are widely recognized frameworks for information security and IT governance[20].
7. PCI DSS Compliance:
- While HubSpot does not directly handle or store credit card data, their systems and processes are designed to support PCI DSS compliance for customers who need to meet these standards.
8. HIPAA Compliance:
- HubSpot does not offer native HIPAA compliance out of the box. However, by integrating with third-party solutions like Skyflow Data Privacy Vault, businesses can use HubSpot while protecting regulated data and restricting its use as required by HIPAA.
It's important to note that while HubSpot provides features and tools to support compliance, businesses are ultimately responsible for ensuring their own compliance with relevant regulations based on their specific use cases and legal requirements. HubSpot recommends consulting with legal counsel for compliance advice tailored to individual situations.
By HubSpot