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VIDEO 1: WHY SHOULD YOU CREATE
CUSTOM VIEWS FOR YOUR TEAM?
Hey,it’sKylefromHubSpotAcademy.Ifyou’vehadachancetopokearoundHubSpotCRMmuch,
youmayhavenoticedthattherearedifferentviewsyoucanselectwheneveryou’relookingat
contacts,companies,ordeals.Theseallowsalesrepstoseethingslikethepeopletheyhaven’t
contactedyet,orthedealsthey’vecreatedthismonth.Butdidyouknowthatyoucanalsocreate
customviews?
Youmightbewondering,“WhywouldIwanttodothat?”
Thinkaboutitthisway:WhenyourrepscomeinonMondaymorning,whatdotheydo?Arethey
focusingontheirmostvaluableleads,oraretheyreachingoutatrandomtoeverybody?
WhenIgotoutofcollege,myfirstjobwasonasalesteam,andIhadalistofabout100contacts
thatIjustdialedthrougheverysingleday.Iwouldgostraightdownthelistwithoutanythoughtas
towhoIwascallingorwhen.Onanygivenday,Iwouldgetveryfewpeopleonthephone,andI
madealotmoreenemiesthancustomers.Therearen’tmanysalesapproachesthatareless
effectivethanthat.
Butthinkaboutthewayyourteamreachesouttopeople,andaskyourselfhonestly--isitmuch
better?Howdoyourrepsknowwhatactiontheyshouldtakewitheachoftheircontacts?Howcan
theytelliftodayisagooddaytotakethataction?
Andhere’sanotherthingtoconsider:aretherespecificactionsyouwantyourrepstakingona
regularbasis?Maybeyouwantthemtofollowupwithpeopleonaspecificcadence,ormaybeyou
wantthemtoqualifypeoplewithinacertaintimeframe.Howdoyouholdthemaccountableand
makesurethey’reactuallydoingthosethings?Andhowdotheyknowwhotheyshouldbetaking
thoseactionswith?
Customviewshelpwithalloftheseproblems.Theyactasto-dolistsforyourrepsandgiveyouthe
abilitytoguidethewayyourteamreachesouttopeople.Thisway,youcanmakesureyourwhole
teamisexecutingaunifiedsalesstrategy,andthatwillultimatelyturnintobetterresultsforyour
teamasawhole.
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VIDEO 2: HOW TO CREATE CUSTOM VIEWS
FOR YOUR TEAM
Hey,it’sKylefromHubSpotAcademy.Let’stalkabouthowtocreatecustomviewsforyourteam.
Toensurethatyouaren’tjustcreatingrandomviewsthatwon’thelpanybody,herearethreetraits
thateverysuccessfulcustomviewshouldhave:itshouldidentifyaparticulartypeofperson,take
thebuyer’scontextintoaccount,andgiveyourrepsaspecificactiontotake.Let’sgothrough
theseoneatatime.
First,asuccessfulcustomviewidentifiesaparticularkindofperson.
Youwanttomakesurethatyourrepsarefocusingontherightkindsofpeople--meaningthe
peoplewhoaremostlikelytobecomecustomers.Soaskyourself,whatarethekeyindicatorsthat
makesomeoneagoodfitforyouroffering?
Thinkaboutyourbestcustomers,theonesthatareshiningexamplesofwhatyouwishevery
customercouldbe.Whatdotheyallhaveincommon?Dotheytendtohaveacertainjobtitle?Do
theyliveinacertaingeographiclocationorworkwithinacertainindustry?Maybetheyhave
somethingelseincommonthat’suniquetoyouroffering.Oraretherecertaintraitsthattheynever
have--littleredflagsthatmightsignalyoushouldn’tselltosomeone?
Asyouthinkaboutthesequestions,lookforpropertiesintheCRMthatyoucanusetojudge
whetherapersonmeetsthesequalifications.Somestandardpropertiesthatmighthelpwiththis
areJobTitle,Industry,andanythingrelatingtotheperson’slocation.Ifyoudon’tseewhatyou’re
lookingfor,rememberthatyoucanalwayscreatecustompropertiestoholdtheinformationyou
need.
Next,asuccessfulcustomviewtakesthebuyer’scontextintoaccount.Justbecauseapersonisa
goodfitforyourofferingdoesn’tmeanthey’reinterestedintalkingtoasalesreprightnow.And
that’sokay.Butifyourrepsgocharginginandtrytoselltopeoplewhoaren’tinterested,they’re
justgoingtoturnpeopleoffandhurtyourbrand.Soyourcustomviewsneedtotakecontextinto
account.
TheCRMhaspropertiesthatcanhelpwiththisaswell.Forexample,RecentSalesEmailOpened
Dateautomaticallypopulateswiththelasttimethecontactopenedatrackedemailfromoneof
yourreps.Thisindicatesthatthere’sawarmbodyontheothersideofthatemailaddress,butit
doesn’tsaymuchabouthowinterestedtheyareinyouroffering.
ThenextlevelupisRecentSalesEmailClickedDate,whichautomaticallyupdateswiththelasttime
thecontactclickedatrackedlinkinanemailfromoneofyourreps.Ifpeopleareclickingyourlinks,
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thatmeansthey’recuriousaboutthecontentyou’resendingthem.That’saprettygoodindicator
ofinterest.
ButthehighestlevelisRecentSalesEmailRepliedDate,whichautomaticallypopulateswiththelast
timethecontactrepliedtoatrackedemailfromoneofyourreps.Apersonwhoisreplyingtoyour
emailsisactuallyengagingwithyou,andengagementisthebestlevelofinterest.Usingthesethree
properties,youcanhoneyourlistofgood-fitcontactsdowntojustthemostinterestedones.
Imaginehowpowerfulthatwouldbeforyourreps.
Anotherpropertythatcanhelpyoujudgeacontact’scontextisLeadStatus.Thispropertygives
yourrepstheabilitytokeeptrackofhowaleadisprogressing.Itcomeswithfivedefaultoptions:
New,Open,InProgress,OpenDeal,andUnqualified.
That’snice,buttheseoptionsarecustomizable,andit’swhenyoutailorLeadStatustotheneedsof
yourteamthatitbecomesreallynoteworthy.Herearethreeleadstatusesthatmanysalesteams
havefounduseful:
AttempttoContact.Thisstatusindicatesthatacontactisqualifiedforsalesoutreachbutthatthe
rephasn’tyetbeenabletogetintouchwiththem.
WaitingforResponse.Thisstatusindicatesthattherepiswaitingforthecontacttotakesome
action,generallybasedonacommitmenttheymadeduringapreviouscall.
Hot.Thesearetheleadsthatjustwanttomove.Maybetheycametoyourwebsiteandrequested
totalktosales.Maybetheycalledinandsaidtheywanttobuyrightnow.Whateverthecase,ifa
rephasaHotlead,theyshoulddropeverythingandcontactthemrightaway.
Thesearejustthreeexamplesofleadstatusesyoumightwanttocreate.BesuretocustomizeLead
Statussothattheoptionsaremeaningfultoyourteamandrelevanttoyourprocess.
Thefinaltraitthateverysuccessfulcustomviewhasisthatitgivesyourrepsaspecificactionto
take.
Alistofnamesisnice,butyourrepswillbefarmoresuccessfuliftheircustomviewsfunctionasa
playbookthatgivesthemaclearcourseofaction.
Andagain,therearepropertiesinsideHubSpotCRMthatwillhelpwiththis.LastContactedisa
propertythatautomaticallypopulateswiththedateacontactmostrecentlyhadameetingorwas
emailedorcalled.Youcancombinethispropertywithaleadstatussuchas“WaitingforResponse”
tocreateafollow-uplist.Oryoucanaddittootherviewstomakesureyourrepsdon’tcontact
peopletoofrequently.
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NextActivityDateisapropertythatonlypopulatesifthecontacthasameetingortaskscheduled
forthefuture.Otherwise,it’sblank.Ifyougowiththeideaofcreatingafollow-uplist,youcanuse
NextActivityDatetopreventyourrepsfromfollowingupwithpeoplewhoalreadyhavenextsteps
planned.
Torecap,asuccessfulcustomviewidentifiesaparticularkindofperson,takesthebuyer’scontext
intoaccount,andgivesyourrepsaspecificactiontotake.Nowlet’stalkabouthowyoumight
actuallygoaboutcreatingsuchaview.
Startbythinkingaboutsomeactionyouwantyourrepstotakeonaregularbasis.Theactioncan
reallybeanything,butsincewe’vebeenusingfollowingupasanexample,we’llstickwiththatfor
now.Sothinkaboutwhoyouwantyourrepstofollowupwith--whatkindofpersonandwhatthat
person’scontextis.Onceyouhavethatinformationinmind,youcancreateanactionstatement
thatwillconvertintoacustomviewprettynicely.
Takealookatthistemplate.“Iwantmyrepsto[takesomeaction].”Well,thatwillbe“followup.”
Sothestatementbecomes“Iwantmyrepstofollowupwith”--who?Let’ssayyourbestcustomers
arevicepresidents.Inthatcase,thestatementbecomes“IwantmyrepstofollowupwithVPs
who”--what?What’stherelevantcontexthere?Maybeit’sVPswhohaven’tbeencontactedinthe
pastweek.Soyouractionstatementis“IwantmyrepstofollowupwithVPswhohaven’tbeen
contactedinthepastweek.”That’sasolidactionstatement.
Nowlet’slookathowyoumightgoaboutturningthisintoacustomview.
First,theaction.“Iwantmyrepstofollowup.”Thisisthemissingpieceofthepuzzlethatyourreps
havetofillin,somakethisthenameoftheview.Thatway,whenyourrepsopenthatview,they’ll
knowexactlywhatitisthey’resupposedtodowiththelistofpeopleinsideofit.Soifyouwere
creatingthisview,youmightcallitsomethinglike“Followup”or“Myfollowups”--whatever
makesthemostsensetoyourteam.
Nowforthesecondpart--yourrepsarefollowingupwithVPs.Whatpropertycanyouuseto
identifyVPs?Jobtitle.Soinyourcustomview,you’regoingtoaddafilterforJobTitle.
Andhowaboutthatlastbit--VPswho“haven’tbeencontactedinthepastweek.”Whatproperty
willyouuseforthat?LastContacted.Youcansetthispropertytobe“LastWeek,”andyourreps
willbeoffandrunning.
That’sanexcellentstartforacustomview.IfyourteamisactivelyusingLeadStatus,youcanadd
thatintogetevenmorespecific.Andyoucanaddfiltersforanyotherpropertiesthatarerelevant
aswell.
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Onceyou’vecreatedacustomviewthatmatchesyouractionstatement,therearetwofinishing
touchesyou’llwanttoadd:first,addafilterforHubSpotOwnerandsetitto“Me.”Thiswillensure
thatanyoneusingtheviewwillonlyseethecontactsthatareassignedtothem.Second,adjustyour
view’scolumns.Youcanadd,remove,andrearrangethecolumnshoweveryouwant,andthen
they’llbesavedaspartoftheview.Thecolumnscontrolwhatinformationisvisibleintheview,so
makesureyourrepscanseetheinformationneededfortakingaction.
Andthereyouhaveit--acustomviewthatwillhelpyourrepstaketherightactionwiththeright
personattherighttime.Here’sonelasttiptohelpyougetstartedontherightfoot:ifthere’sa
particularactionthatyouwantyourrepstotakeatthebeginningofeachday,havethemsetthat
viewastheirdefaultview.Thatway,whenevertheylookattheircontacts,thatviewwillbethefirst
thingtheysee.Thenthey’llknowexactlyhowtostarttheirday.
VIDEO 3: CUSTOM VIEWS IN ACTION
Let’stakealookathowyoucanusecustomviewstohelpyourrepsfocustheireffortsontheright
people.We’llusethefictionalexampleofBob,asalesrepwhoworksatalandscapingcompany
calledGroundskeeper,Inc.Hesellslandscapingservicestosmallpropertymanagementcompanies.
Bobjustgotpromotedtosalesmanager,andwantstomakesurehisteamisn’tspendingtheirtime
reachingouttopeoplewhoaren’tinterested.He’screatedanemailtemplatetheycansendto
unresponsiveleadstoletthemknowthattheyaren’tgoingtoreachoutanymore.HecallsitThe
BreakupEmail,andhewantstocreateacustomviewthatwillshowhisrepstheleadstheyshould
sendthistemplateto.
Bobstartsbycreatingthispowerstatement:“Iwantmyrepstosendabreakupemailtodirectorlevelandhigherleadswhohavebeenattemptedmorethan3timesandhaveopenedatleast1
emailbuthaven’trepliedtoanyemails.”
Inordertolimittheviewtodirector-levelandhigherleads,BobaddsafilterforJobTitleandsetsit
to“directorORvpORpresidentORowner.”
Inordertolimittheviewtocontactswhohavebeenattemptedmorethan3times,Bobusesa
standardpropertycalledNumberofTimesContacted.Thispropertyautomaticallyupdateswiththe
numberoftimesacontacthasbeencalled,emailed,ormetwith.HeaddsafilterforNumberof
TimesContactedandsetsitto“isgreaterthan3.”
Inordertoidentifycontactswhohaveopenedatleast1email,BobaddsafilterforRecentSales
EmailOpenedDateandsetitto“IsKnown.”Thislimitstheviewtopeoplewhohaveopeneda
trackedemailatanypoint.
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Inordertoidentifycontactswhohaven’trepliedtoanyemails,BobaddsafilterforRecentSales
EmailRepliedDateandsetsitto“IsUnknown.”Thislimitstheviewtopeoplewhohavenever
repliedtoasalesemail.
Bob’slistofcontactsnowcontainsonlythepeoplehewantshisrepstosendthebreakupemailto.
HeaddsafilterforHubSpotOwnerandsetsitto“Me”sothattherepswillonlyseetheleadsthey
havebeenassigned.Healsoadjuststhecolumnssothattheviewjustshowsnamesandemails,to
makeitaseasyaspossibleforhisrepstosendthetemplatetothesecontacts.
Finally,Bobsavestheviewas“Sendbreakupemail”andsharesitwithhisteam.Hisrepsnowhave
anactionableviewtheycaneachworkthroughonaregularbasis.
You’regonnabeagreatmanager,Bob.
VIDEO 4: ORGANIZING YOUR CONTACTS
IN HUBSPOT CRM
TherearetwomainwaystoorganizeyourcontactsinsideHubSpotCRM:oneisontheContacts
page,andtheotherisonindividualcontactrecords.Let’sstartwiththeContactspage.
WhenyoucometotheContactspage,thedefaultisforyoutoseeallofthecontactsyouhave
accesstoinyourdatabase.Ontheleftsideofthepage,youcannarrowthislistdownbyadding
filters.Forexample,ifyouwanttofocusonpeoplewhoperformacertainroleattheircompany,
addafilterforjobtitle.Iftherearemultiplejobtitlesthatmightdescribeasinglerole,suchas“Vice
President”and“VP,”putacapitalORbetweeneachone,andyou’llgetalistofpeoplewhohave
anyofthesewordsintheirjobtitles.
It’salsopossibletomakealistofallthepeoplewhodon’thaveajobtitleintheCRM.Todothis,
clickthe“IsUnknown”option.Youcanthenquicklyupdatethisinformationbyclickingtheeyeshapediconnexttoeachperson’sname,enteringtheirjobtitle,andclickingsave.Thisway,when
yousearchforthejobtitlesyou’remostinterestedin,allofyourcontactswillbeincludedinthe
search.
Onceyou’veaddedsomefilterstomakesureyou’relookingatthemostimportantpeople,you’ll
wanttoadjustthecolumnstomakesureyou’reseeingthemostimportantinformation.Toaddand
removecolumns,clickthe“Editcolumns”button.Hereyouhaveasearchablelistofallofthe
contactpropertiesinyourCRM.Clickontheonesyouwouldliketoaddascolumns.Ifthereareany
columnsyouwanttoremove,clicktheXnexttothem.Afteryousaveyourcolumns,youcandrag
anddropthemintowhateverorderworksbestforyou.Ifyouwanttosortbyaparticularcolumn,
clickonitsheader.
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Whenyouhaveyourfiltersandcolumnsarrangedinthewayyouneedthem,youcansavethisview
foreasyaccessinthefuture.Ifyouwantyourteamtobeabletoaccessthisview,checkthe“Share
thisview”box.Aftertheviewissaved,itwillbelistedinthisdropdown.Feelfreetomakeasmany
viewsasyouneed.Ifthere'soneviewyou'dliketoseebydefault,clickthe“Makethisview
default”button.
Nowlet’smovetothecontactrecord.Eachcontactrecordhasasectionthatdisplaysinformation
aboutthecontact.Tocustomizethisinformation,clickthebuttonatthebottomofthesection.
Thispageshowsallofthepropertiesforthisrecordinasearchablelist.Ifyou’reonlyinterestedin
seeingpropertiesthathavevaluesinthem,checkthe“Hideblankproperties”box.Tochangethe
valueofaproperty,clickonit.Ifyouwanttoseehowthevaluehaschangedovertime,clickthe
“SeeHistory”button.Ifyouwantacertainpropertytobevisiblewheneveryouviewacontact
record,clickthe“AddToAbout”buttonanditwillbeaddedtotheAboutsection.
Ontheleft,you’llseethepropertiesthatarecurrentlydisplayedonthecontactrecord.Toremove
aproperty,clickthex.Youcanalsodraganddropthepropertiesintowhateverorderworksbest
foryou.
Thechangesyoumakeherewillbereflectedoneverycontactrecord.Thissamelistofproperties
willalsobedisplayedwheneveryouaddanewcontacttotheCRM.Notethatthesechangeswill
onlyaffectthewaythesepropertiesaredisplayedforyou--eachusercansetthesepropertiesfor
themselves.
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