Ask HN: For your startup, do you use a CRM?

[tixocloud]

I'm doing research on CRMs and am interested in what are some of the major problems with CRMs that startups use.

Seems like there are a million CRMs out there so I'm curious about the pros and cons of each one.

Hoping to get a great discussion and insight.

[patio11]

I really like Close.io; everything less-technical sales reps/etc need from a CRM (principally it plays really well with Gmail so even if they don't live in the app your business can pretend that they do) plus a really powerful API for integrating deep into your app/email toolchain/Slack channel/etc.

[tixocloud → patio11]

Thanks for your thought. Any downsides you see with using Close.io?

[pjh]

Nope, no CRM here at Beeminder.com

We support our 4,500 active users with a combination of a shared gmail support account, admin screens on the core web app, and a tiny globally distributed team.

One day that won't be sufficient, but it's seen us through the first five years.

Our original intention was to automate some of the standard interactions, that we would just manually process the transactional emails 'for a while'. But funny thing is, the human interaction has proved to be a critical and valued part of our service. We’re pretty sure those actual humans will always be part of the service Beeminder provides.

[tixocloud → pjh]

Wow. That's a great story that you can support that many users without the need for a CRM.

Would you care sharing what are some of the key functions that the combination of a shared gmail support account and admin screens that made your team so effective?

[rcavezza]

Hubspot CRM seems like a no-brainer for small startups. 100% free and you get their GMail chrome extension that allows email open and click-rate tracking.

I've heard a lot of good things too. It was discussed the The Steli and Hiten podcast. Steli thinks Hubspot went and took certain features that people like from various CRMS when they built this CRM. Seems solid.

I'm using it by default since I use their Gmail chrome extension. I think each time you send an email using the email tracking, that contact is automatically created in the CRM. So it should be able to track each email I've ever sent to each person as long as I had the tracking on.

https://www.hubspot.com/products/crm

(edited to add link)

[tixocloud → rcavezza]

That sounds like a really handy feature.

On the flipside, any reason why you think Hubspot CRM isn't a good tool for small startups? Is there anything that you don't like about it or that it can't do?

[dreeves]

Here are my notes on possibilities, for if we ever actually get a CRM:

1. HelpScout -- http://helpscout.net -- Seems nice

2. SupportBee -- http://supportbee.com -- Almost want it for the name alone but we got an anti-recommendation from a friend at Gratipay

3. BeSnappy -- http://besnappy.com -- Possibly recommended by patio11 but then I heard they shut down?

4. Intercom -- http://intercom.io -- Recommended by Matt at HookFeed

5. FreshDesk -- http://freshdesk.com -- Recommendation from friend at Gratipay

6. Front -- https://frontapp.com/ -- Lots of funding and big names behind it; Patrick Collison recommened it now too (coupon code for 3 months free: startuppack)

7. FogBugz -- http://blog.fogcreek.com/fog-creeks-email-workflow/ -- Blog post by Fog Creek about what they do

[tixocloud → dreeves]

Thanks. What would make you actually think about getting a CRM in the first place?

[david_bonilla]

Here you have another alternative: Pipedrive https://www.pipedrive.com

It's easy to use, it has tons of integrations and it's cheap. About why you should use a CRM, for example, to classify different leads.

[tixocloud → david_bonilla]

Thanks. The product DOES look simple and easy to use.

What are some of the things that you don't like about Pipedrive or that it can't do?

[forgotmysn]

streak.com is the way to go. integrates right into gmail.