Know Your Customer's Business | for CSMs

HubSpot Logo [https://www.hubspot.com/hubfs/HubSpot_Logo_2023.svg] HUBSPOT.COM Public Company $2,170 Million Annual Revenue (FY 2023) | NYSE: HUBS [https://finance.yahoo.com/quote/HUBS/] REVENUE * Primary Source: Subscriptions * Business Model: SaaS * Geographic Breakdown (FY 2023): * Americas: 59% * Europe: 31% * Asia Pacific: 10% COMPANY DETAILS * Industry: CRM Platform Software * Employees: ~7,800 * Market Cap: ~$30 Billion (as of mid-2024) The company's stock market value (stock price × number of shares). * Fiscal Year Start: January 1st * Est. Annual Planning: Q3-Q4 (Sept-Nov) STRATEGIC OUTLOOK HubSpot's growth will likely be driven by integrating more advanced AI, like their ChatSpot tool, across all Hubs to increase product value and user efficiency. They are also focused on moving upmarket to attract larger businesses, which requires enhancing enterprise-grade features and security within their platform. Based on their last annual report, key initiatives include deepening platform adoption by cross-selling more Hubs to existing customers, expanding their global footprint, and further developing their commerce and payment tools to capture more of the customer lifecycle. COMPETITORS Competitor How They Compete Threat Level Salesforce [https://www.salesforce.com] Dominant in enterprise CRM (Sales/Service Cloud) High Adobe [https://business.adobe.com/products/marketo/adobe-marketo.html] Strong in enterprise marketing automation (Marketo) High Zoho [https://www.zoho.com] Broad, low-cost suite for SMBs Medium ActiveCampaign [https://www.activecampaign.com] Focused on SMB marketing & sales automation Medium QUESTIONS FOR HUBSPOT (RE: AGENT.AI) 1. As you build out native AI like ChatSpot, how do you view partnerships with specialized AI providers like Agent.ai, particularly for advanced voice automation in your Service Hub? 2. Given your push upmarket, enterprise clients often have complex contact center needs. What is your roadmap for integrating sophisticated, multi-channel AI agents to handle the scale and complexity they require? 3. Agent.ai focuses on seamless AI-to-human handoffs. As you scale your automation, what are your key priorities for ensuring a smooth, context-aware transition from a HubSpot bot to a live agent? Copy Questions WHAT'S IMPORTANT TO HUBSPOT * Average Subscription Revenue Per Customer: Growing this metric ( ~$11,455 in Q4 2023) is key to their upmarket strategy. * Net Revenue Retention (NRR): Keeping this above 100% shows they are successfully retaining and expanding revenue from existing customers. * Platform Adoption: Increasing the number of "Hubs" (Marketing, Sales, Service, etc.) used per customer to deepen integration and customer lifetime value. * Total Revenue Growth: Maintaining strong double-digit growth (25% in FY2023) through new customer acquisition and expansion.