Lifecycle stages are the most important property inside of your HubSpot portal. How you define and use lifecycle stages will determine:
- How quickly you can identify marketing leads inside your database
- The volume and velocity of how sales qualified leads are assigned for follow up from Sales
- How easy it is to build strategies that continually push leads into paying customers
When people run into problems with the above, they often look at everything but their lifecycle stages.
Wile E. Coyote helping you find the problem.
Problem with identifying marketing leads in the database? People will often try to add more data to the database by using custom properties and filters. Time would be better spent defining what an MQL is in the portal and making sure the lifecycle stage is properly appended.
Having trouble assigning SQLs to the sales team? Most admins look to tweak the automations in the system and come up with uber-complex enrollment filters. Time would have been better spent coming up with an SLA between marketing and sales to define what, when and where leads get handed off to sales, then make sure the SQL lifecycle stage is being properly applied.
Don’t have a strategy to push your Subscribers into Leads, Leads into MQLs, and SQLs into Opportunities? You first need to define each of these stages and how your contacts will progress through them.
The truth is, if you are having trouble with lead routing, marketing to sales hand off, or just having trouble segmenting your database into people that are interested in your product and people that are very interested in your product- then you most likely have a lifecycle stage problem.
The first step is finding where your problem is.
Here are some tips and guidelines on how to understand lifecycle stages in your HubSpot Portal.
What makes Lifecycle stages different from other properties?
At its core, Lifecycle stage in HubSpot is simply a property like any other- just like First name, Last name, Email, and Phone number are properties. And as a property- it is really just a place where a data value is stored.
In the case of the Lifecycle stage property, it simply stores the value of where you believe a particular contact or company is in their customer journey along a spectrum of Subscriber, Lead, MQL, SQL, Opportunity, Customer, Evangelist, or Other. You can view the definitions for each here.
Now what are some things that make the lifecycle stage property unique from other properties?
Here are a few to list:
Lifecycle stages cannot be added to, edited, or deleted
The lifecycle stage property is one of the few properties that HubSpot does not allow you to edit- at all. The property is completely locked down.
All contacts and companies must have a value for lifecycle stage
Depending on how a contact enters your database, HubSpot will automatically append a lifecycle stage value to contact and company records if one is not specified. If you import contacts into your database, this default value is Subscriber. If a contact fills out a form, HubSpot will set that contact to a Lead.
Contacts and companies lifecycle stages can be automatically sync’d via association
Usually if you want a contact property to be sync’d with a company property, that would mean building a workflow that copies the value of a contact property to the company property.
For lifecycle stages, hubSpot has a default option in settings to automatically sync lifecycle stages between contacts and company records that are associated with each other. This underscores the importance of lifecycle stages to the management of the database.
Lifecycle stages are also sync’d to deals
Lifecycle stages are sync’d to deals in that a contact’s association with deals will also automatically determine their lifecycle stage. There are two cases in which this is true.
One is Opportunity. The definition of an Opportunity is a contact with an Open deal. So when a contact is associated with an open deal, then HubSpot will automatically change the lifecycle stage of that contact to an Opportunity.
Another is Customer. The definition of a Customer is a contact with a Closed deal. So when a deal associated with a contact is Closed, that contact is automatically changed to a Customer.
All of these features make Lifecycle stages a very robust property in HubSpot- with the goal of making your life easier and your database more manageable.
Yet- a lot of times client find these features actually make it HARDER.
Why is that? Well, let’s talk about it in the next section.
Why lifecycle stages are not working for you
Customers say to themselves:
“So HubSpot built out this robust, fully featured property that tracks the customer journey and sync’d it up with a whole bunch of other object types. So then why do I feel like it made my life harder?”
As an answer to that- consider the following drawbacks that customers experience with the two of the above features:
Lifecycle stages cannot be edited- that means they cannot be customized to your specific customer journey.
HubSpot users find that the fact that you cannot edit lifecycle stages means that HubSpot’s central property just doesn’t reflect how they see their customer journey.
For example, HubSpot knows what to do when someone subscribes to your blog- they’re a Subscriber, and when someone submits a form- they’re a Lead, but what about when you import a cold list of leads into your database?
We’ve all done it, but this list of cold leads does not neatly fit into any of HubSpot’s lifecycle stages. HubSpot will try to set them as Subscribers, but they are actually more of a Lead than Subscriber since Subscriber implies these people have given some sort of consent to be communicated with.
But they are not a lead because a Lead implies they are even more qualified than a Subscriber when they are actually even less qualified.
This causes headaches for many organizations.
All contacts and companies are forced to have a lifecycle stage
This then results in muddied definitions that undermine the integrity of the data in the CRM.
Forcing contact records into criteria they have fit means your individual lifecycle stages become a hodgepodge of different types of contact records that are only tenuously related. This criteria creep then devalues the definitions of the individual life cycle stages and decreases trust in the overall system.
Lifecycle stages then become disorganized and something to look upon with suspicion, in other words they become the enemy they were meant to organize.
I KNOW right, Obi-Wan?
The Solution, coming in Part 2
So what are we all to do about that?
Sorry to leave you on a cliffhanger, but you will need to stay tuned for Part II where we will outline the solutions we have developed for many organizations over the years to finally straighten out your lifecycle stages and get your portal in order.
Be in touch soon!
In the meantime- you might want to check out a few of our other blogs on the CRM:
- What is HubSpot's CRM?
- Skill Up with HubSpot CRM Training
- Want Better Results? Organize Your CRM System
- HubSpot FREE CRM: How Valuable is it?
- Get Started with HubSpot's CRM System
And if our blogs don't answer all your questions, book a complimentary 30min chat with us now.