032 - HubSpot Smart List Performance Metrics, Chatbots, CRM Permissions

Welcome to Episode 32 of HubShots Recorded: Monday 02 May 2016 For full show notes please visit: http://hubshots.com/episode-32/ Shot 1: Inbound Thought of the Week Keynote speaker: Kim Scott Radical Candour : http://www.radicalcandor.com/ http://www.kimmalonescott.com/#!blog/cmq7 example: http://www.kimmalonescott.com/#!How-to-be-radically-candid-about-BO/c1z2c/56bf29a60cf2132b0297bd32 http://firstround.com/review/radical-candor-the-surprising-secret-to-being-a-good-boss/ Radical candor, then, results from a combination of caring personally and challenging directly. But what does it look like in practice? Scott has created an acronym to help people remember: HHIPP: “Radical candor is humble, it’s helpful, it’s immediate, it’s in person — in private if it’s criticism and in public if it’s praise — and it doesn’t personalize.” That last P makes a key distinction: “My boss didn’t say, ‘You’re stupid.’ She said, ‘You sounded stupid when you said um.’ There’s a big difference between the two.” Inbound Prediction: HubSpot will launch an MVP program Similar to how Microsoft has a fantastic MVP program. Shot 2: HubSpot feature/tip of the Week Smart List Performance tab: HubSpot List Performance tab Action item: use these graphs to highlight areas to improve or remove. For example, I’ve cut back on showing CTAs to anyone outside Australia. Shot 3: Challenge of the Week Communicating with customers when things go wrong. Chatting with @mobysiddique about this – he alerted me to the issue initially, because he is having the issue with his InboundBuzz podcast feed Example of what not to do: Soundcloud – http://status.soundcloud.com/post/143647524960/rss-feed-maintenance Example of what to do: HubSpot (discussed in ep 9 – http://hubshots.com/episode-9/ – http://web.archive.org/web/20160304065446/http://trust.hubspot.com/?p=1688), WPEngine Shot 4: Opinion of the Week The 200 billion dollar chatbot disruption: http://venturebeat.com/2016/05/01/the-200-billion-dollar-chatbot-disruption/ To highlight the key differences, let’s itemize the various gaps in the two approaches: Chatbots offer a standardized way of connecting with businesses (similar to Twitter handles or email addresses), reducing the complexity of finding the contact info for a company. By integrating with Facebook identity, chatbots allow for automatic verification of personal information (no more cumbersome account lookups or credit card entries). Takeaway: How do you get prepared as a business for this? Is the first thing to have a knowledge base where customers go to help themselves? VR – Google Cardboard Shot 5: General Tip of the Week Advanced User Permissions for HubSpot CRM For HubSpot CRM users, navigate to Settings > Users. Add a new user or edit an existing one, and you’ll see a new set of options under the “Sales” user roles: For each user, admins will be able to choose the following permissions: CRM Features (Companies, Deals, Tasks): Enabled/Disabled View: Everything, owned + unassigned, owned only Edit: Everything, owned + unassigned, owned only Bulk Delete: Enabled/Disabled Import: Enabled/Disabled Export: Enabled/Disabled Edit Settings: Enabled/Disabled HubSpot CRM User Roles These permissions can be mixed and matched on a per-user basis to make the configuration that works best for a specific team. Users can also separate view and edit permissions. For example, a manager might let his or her reps see everything, but only edit the records they own. Shot 6: Win of the Week Google Partners Connect Event Make sure you follow us on Twitter @HubShots to get any real time specials or resources e.g. the AppSumo deal sold out.