Salesforce vs. HubSpot: ¿Qué opinan los usuarios reales?

Comparación de CRM según 7 criterios basados en valoraciones y reseñas de pequeñas y medianas empresas

¿Desea tomar una decisión informada entre HubSpot y Salesforce?

You may have already checked the comparisons written by the vendors themselves or by the lonely blogger/analyst out there, but you’re probably still wondering: ¿qué opinan los usuarios reales?? 🤔

You could go out and read through the hundreds of reviews on websites like G2 or Capterra… but if you’re instead looking to get a quick yet comprehensive summary, we’ve got you covered here.

We’ve read through all the user reviews, structured all the feedback along 7 different criteria and laid it out for you below, complete with ratings per criterion. ⭐

Metodología y fuentes

La siguiente comparación está enteramente basada en opiniones de usuarios que son:

• Escrito en el último año
• Por revisores de pequeñas y medianas empresas
• Publicado el G2, Capterra, Trustpilot y Oficina de Buenas Prácticas Comerciales
• Con valoraciones tanto positivas como negativas

Nuestra metodología consta de los siguientes pasos:

1. Lee todas las reseñas para extraer fragmentos de reseñas clave
2. Estructurar los fragmentos de revisión según 7 criterios diferentes (véase más abajo)
3. Resuma estos fragmentos en un formato de texto legible para usted
4. Extraer de G2 la puntuación de la revisión del usuario para cada criterio (cuando sea posible).

The selected criteria for this comparison largely align with those used by G2 to review software products. We’ve added additional “integrations” and “pricing” criteria, plus we merged the “quality of support” and “ease of doing business with” criteria into one.

The structure we’re using for the Salesforce vs. HubSpot comparison looks as follows:

1. 1. Facilidad de uso: ¿se puede utilizar realmente?
   2. Facilidad de administración: ¿es fácil mantenerlo actualizado?
   3. Facilidad de instalación: ¿qué se necesita para empezar?
   4. Cumple los requisitos: ¿hace lo que debe hacer?
   5. Integraciones: ¿puede integrarlo como espera?
   6. Ayuda: ¿recibe ayuda cuando la necesita?
   7. Precios: ¿cuánto cuesta?
   8. Final verdict: Salesforce vs. HubSpot – which CRM is best?

We understand that you’re looking to compare our major competitors HubSpot and Salesforce, but do forgive us for mentioning our competing product, Salesflare, along the way because:

• If you’re up for a better CRM option in any way, you’ll see that real users consistently give Salesflare higher review ratings than Salesforce and HubSpot on all criteria.
• And if you’re not up for a better alternative, you can still enjoy the fruits of our deep CRM expertise and just read on below to figure out which CRM is best for you!

Enjoy 😁

Facilidad de uso: ¿se puede utilizar realmente?

An absolutely essential question to ask when choosing the right CRM for your small business is: will your team use the software? After all, if they don’t use the CRM, it’s relatively useless to even buy and implement one.

Este es el primer criterio en el que podemos identificar una gran diferencia entre HubSpot y Salesforce.

En general, los críticos de HubSpot valoran positivamente su facilidad de uso, aunque las opiniones son algo dispares:

• “HubSpot is straightforward” (HubSpot)
• “Too much clutter and too much going on” (HubSpot)
• “It’s user friendly” (HubSpot)
• “A bit busy” (HubSpot)
• “Relatively intuitive” (HubSpot)
• “Multiple UX flows do not make sense” (HubSpot)

En resumen, aunque HubSpot es relativamente fácil de usar, también parece sufrir un poco por su creciente complejidad.

Sin embargo, los comentarios sobre la facilidad de uso de Salesforce son absolutamente brutales.

He aquí algunas citas de reseñas de Salesforce que resumen la tendencia general:

• “It’s hard to navigate and clunky” (Salesforce)
• “What seems simple is not. The very large complexity of the whole environment is astonishing” (Salesforce)
• “Overwhelming and confusing to get used to” (Salesforce)
• “Search in a million different places to find things” (Salesforce)

Now why would the biggest CRM player in the market build a CRM that people don’t like to use? 🤔

The main reason for this is that Salesforce is generally bought by executives at enterprises, who value the usefulness of the system for the organization above how easy it is for their teams to use. Or said otherwise: Salesforce’s CRM is built for management, not for sales people.

HubSpot, por otro lado, se ha creado principalmente para medianas empresas, donde la facilidad de uso es más importante para los responsables de la toma de decisiones a la hora de elegir el software adecuado.

Conclusión

If you’re looking for the more easy-to-use CRM of HubSpot and Salesforce, go with HubSpot.

When checking the G2 ratings for “ease of use”, HubSpot gets 4.30/5 while Salesforce is rated 4.05/5. You’ll see throughout this comparison that these G2 ratings usually land in the 4-5/5 range, i.e. a score close to 4 is a relatively bad score.

Now, if you’re looking for a really easy-to-use CRM for your small or medium-sized business, don’t limit yourself to these two and have a look at Salesflare instead. It gets a G2 score of 4.75/5. ✨

Facilidad de administración: ¿es fácil mantenerlo al día?

Utilizar realmente el software CRM es, obviamente, la clave para una implantación satisfactoria y para cosechar todos los beneficios que conlleva. Sin embargo, hay un cuello de botella clave cuando se trata del éxito del CRM: la facilidad para mantenerlo actualizado.

That’s where most CRMs fall short. They expect you to keep the whole system up to date manually, tracking every interaction, every little detail about a customer, and every person you meet along the sales process.

Sales people just don’t have the time and the discipline to take care of all this, so most CRMs that are implemented get used superficially… or not at all. And this is regardless of how easy these systems are to use and to navigate.

Al leer las reseñas de HubSpot y Salesforce, podemos ver que esta es una gran oportunidad de mejora para ambos CRM. Aquí algunas citas para ejemplificar esto:

• “Very manual” (HubSpot)
• “Lot of time to record everything you do (Salesforce)
• “Requires a lot of clicks to get things done” (Salesforce)
• “Hard to keep track of everything” (Hubspot)

Now, despite the general trend we can identify, HubSpot is still much easier to keep up to date than Salesforce based on the reviews as well as on our own experience with both systems. It also synchronizes some more data out of the box (with Salesforce, you even have to pay for an additional package to sync your email inbox). Altogether, this makes HubSpot the clear winner on this criterion. 🏆

Conclusión

Both Salesforce and HubSpot can be relatively tedious to keep up to date, but if you’re looking for the better option, you’d better choose HubSpot.

Las valoraciones de G2 también se inclinan hacia HubSpot, con un 4,30/5 para HubSpot y un 4,00/5 para Salesforce (de nuevo en el extremo inferior del rango habitual de 4-5/5).

If you’re, however, looking for a CRM that practically keeps itself up to date (wouldn’t your team love that?), then Salesflare is a much better option. It gets a whopping 4.75/5 G2 score for “ease of administration”.

Facilidad de instalación: ¿qué se necesita para empezar?

Los datos que tenemos en Salesflare sobre el éxito de nuestros clientes muestran muy claramente que aquellos que consiguen configurarse mejor con su CRM en las primeras semanas tienden a tener mucho más éxito con su CRM y consiguen mejores resultados de ventas a largo plazo.

Said otherwise: the better you organize yourself, the better your sales results will be. 📈

HubSpot y Salesforce son muy diferentes en este aspecto. Mientras que solo un número limitado de opiniones se quejan de que configurar HubSpot fue un engorro, una gran cantidad de usuarios de Salesforce parecen tener problemas con esto:

• “Hard to configure” (Salesforce)
• “Too heavy to set up” (Salesforce)
• “Long roll out” (Salesforce)
• “Difficult admin UI” (Salesforce)

This is, again, because Salesforce is built for enterprises and is generally implemented by an implementation partner of theirs. While it does offer the possibility to try it out and get set up without anyone’s help, this is not generally recommended.

HubSpot on the other hand is built for mid-sized companies who have a greater need for an out-of-the-box solution. This does not mean they don’t have implementation partners. After all, if you go beyond the CRM and Sales Hub, setting up HubSpot can become more of a pain. It does however mean that the option has been created to take care of it all yourself.

Conclusión

Comparing HubSpot with Salesforce by the criterion of “ease of setup”, HubSpot is the obvious winner.

Las valoraciones en G2 son relativamente bajas para ambas plataformas: HubSpot se sitúa cerca de la parte inferior del rango habitual de 4-5/5 con 4,15/5, mientras que Salesforce se sitúa en una puntuación aún más baja de 3,75/5.

The #1 easiest-to-setup CRM as rated by real users on G2 is Salesflare, getting a 4.75/5 score. Needless to say, we’re very proud of that feat!

Cumple los requisitos: ¿hace lo que debe hacer?

Now does each CRM meet its customers’ requirements?

This is a rather vague question to answer if you don’t identify first what these requirements usually are, so we’ve done that. 👇

Según nuestro análisis de todas las reseñas de Salesforce y HubSpot que hemos leído, los siguientes requisitos se mencionan con mayor frecuencia:

1. Mejor seguimiento de los clientes potenciales
2. Integración con la bandeja de entrada del correo electrónico (para el seguimiento, la sincronización y las secuencias de correo electrónico)
3. Informes sobre resultados y actividades de ventas

Now, let’s zoom in on each of the 3 basic requirements to compare Salesforce vs. HubSpot.

1. Seguimiento de clientes potenciales

Mientras que ambos sistemas han sido construidos con el propósito de seguimiento y gestión de clientes potenciales, HubSpot hace un mejor trabajo en ello.

There aren’t many reviews that complain about HubSpot’s capabilities in this area, while there are many reviews that state that in Salesforce it’s “difficult to navigate and manage all your contacts” and a “pain to perform simple tasks”.

Sin embargo, parece que tanto Salesforce como HubSpot están plagados por igual de interrupciones y lentitud que hacen que sea difícil confiar en los CRM para el seguimiento diario de clientes potenciales:

• “Website goes down several times a week” (HubSpot)
• “Makes me feel like I’m in middle school with the dial-up internet” (Salesforce)
• “Down for a long time, the tasks and contacts would sporadically not work” (HubSpot)

People also report that when this happens, support isn’t really helpful, but more on that later.

2. Integración del correo electrónico

El correo electrónico sigue siendo el canal de comunicación #1 para las ventas B2B en la actualidad, con LinkedIn y las llamadas telefónicas en segundo y tercer lugar respectivamente.

That’s why a proper email integration is a major CRM requirement for most small and medium-sized businesses.

Cuando se trata de esta integración del correo electrónico, las empresas buscan 3 cosas principales: una buena sincronización del correo electrónico, un seguimiento práctico del correo electrónico y la capacidad de enviar secuencias de correo electrónico.

Additional handy features we won’t cover here include: an email sidebar, automated email signature sync, integrated web tracking, auto-created contacts, and some other power features. Depending on your email provider, you can get a full breakdown of these features for Google / Gmail users and features for Microsoft Outlook users in our dedicated articles on the topic. 💌

Sincronización de correo electrónico

Essentially, people expect their emails to show up in the CRM, so they don’t have to paste them in there manually. And they want to be able to send emails from the CRM as well.

Getting this functionality in Salesforce requires you to purchase an additional Salesforce Inbox package, for which you’ll pay extra, while it’s included in any HubSpot plan.

Aquí tienes algunos fragmentos de reseñas que mencionan esta integración de correo electrónico, tanto positivas como negativas:

• “Like the ability to interact via email and tag my colleagues directly” (HubSpot)
• “Attachments and email communications end up tied to deals where they don’t belong – it is a disaster” (HubSpot)
• “Can send emails directly from the deal page” (HubSpot)
• “Some emails appear, some don’t. It’s hard to understand the logic” (HubSpot)
• “The email integration is terrible” (HubSpot)
• “Dislike not seeing the customer’s email response in the activity feed” (HubSpot)

En resumen: a la gente le gusta que la capacidad esté ahí, pero la forma en que funciona parece necesitar algunas mejoras.

We unfortunately couldn’t find much in reviews about Salesforce’s email integration, but that may be because it’s not a standard Salesforce feature.

Seguimiento por correo electrónico

A very simple yet powerful CRM feature is the ability to track email opens and clicks, as it allows sales teams to gauge the prospect’s real time interest and follow up in a much more informed way.

Based on HubSpot reviews, it seems to be one of the top features of the CRM. Here and there, a few people mention that “own email opens are counted”, that it’s “a bit limited” and “doesn’t track cold outreach”, but the overall vibe is very positive in most reviews. 👍

For Salesforce, it’s – like for email sync – part of the paid Salesforce Inbox package and only mentioned sporadically in user reviews.

Secuencias de correo electrónico

Where in the past this used to be separate software, most major sales CRMs nowadays allow sending email sequences: i.e. the ability to send personalized emails at scale to your contacts from your own inbox and follow up automatically, usually as long as you don’t get a reply or the sequence ends.

Según los comentarios de los usuarios y algunas investigaciones adicionales, el envío de secuencias de correo electrónico desde Salesforce sigue requiriendo la adquisición de software adicional en la actualidad.

In HubSpot, it is one of the core features of the Sales Hub’s “Professional” plan.

Sin embargo, también parece ser la característica de la que más se queja la gente:

• “Cold outreach email limitations are bad” (HubSpot)
• “Every email in a sequence needs to be a reply” (HubSpot)
• “Cannot change the email subject on subsequent emails” (HubSpot)
• “Can’t edit a sequence in motion” / “Hard to correct a sequence” (HubSpot)
• “Would like more visibility into sequence metrics” (HubSpot)
• “Only enroll 50 contacts at a time in emails” (HubSpot)

Hopefully HubSpot acts on the feedback soon, because people currently don’t seem to be too happy with how the feature is built. 😞

3. Capacidad de elaboración de informes

Por último, el tercer gran requisito de CRM del que hablan los críticos es la necesidad de poder informar sobre los datos de sus clientes, los resultados de las ventas y la actividad.

This is a core feature you will find in both Salesforce and HubSpot. Based on our own tests with both platforms, Salesforce’s reporting capabilities are more robust, while HubSpot’s reporting is way easier to use.

When reading reviews from actual users the feedback is a little mixed, indicating that there’s still additional room for opportunity here:

• “One of my favorite parts of this tool is the “reports” tool” (HubSpot)
• “Can’t get some reports to work properly” (HubSpot)
• “Reporting is cumbersome and all over the place – some reports are under one tab while others are only visible in certain places” (HubSpot)
• “The reporting is quite comprehensive” (HubSpot)
• “I find the reports hard to create and follow” (HubSpot)

Still, we would personally prefer using HubSpot’s reporting over Salesforce’s any day. It’s just so much easier to get started with it.

(Need some inspiration when building out sales dashboards? We’ve compiled a handy overview of sales dashboard examples.)

Conclusión

Mientras que tanto HubSpot y Salesforce parecen ser capaces de cumplir con la mayoría de los requisitos (a excepción de las secuencias de correo electrónico en Salesforce + ellos a veces requieren un paquete adicional), la forma en que se cumplen estos requisitos no es 100% hasta el estándar.

Despite that, based on the full set of feedback from user reviews, we’d again consider HubSpot the winner in this HubSpot vs. Salesforce comparison.

Sorprendentemente, sin embargo, los revisores de G2 clasifican Salesforce más alto con una puntuación de 4,40/5 frente a una puntuación de 4,24/5 para HubSpot. Esto podría deberse a que los revisores no se han centrado en los requisitos clave y han preferido marcar el mayor número posible de casillas de verificación de características.

If you’re open to an alternative that better meets the above key needs and gets higher ratings from G2 reviewers for “meets requirements”, Salesflare scores 4.65/5.

Integraciones: ¿puede integrarlo como espera?

A CRM is not used in isolation. That’s why it’s important that it integrates with other complementary software packages.

It is also one of the main selling points of both Salesforce and HubSpot. While HubSpot sells all-in-one business software, attempting to make any integrations unnecessary, the sales team at Salesforce will promise you that it’s easy to integrate Salesforce with anything. It is, after all, the market leader with the widest range of integrated products.

Both these pros also have their cons. While HubSpot reviewers complain about being “forced in their way” and needing to “upgrade and upgrade”, Salesforce reviewers consistently report that it “does not integrate with any other system nearly as well as promised” and “isn’t easy to integrate with, even though it’s possible”.

Conclusión

Si nos fijamos en la cantidad de integraciones, Salesforce es el claro ganador. Si calculamos la facilidad de integración, HubSpot se lleva la palma. Así que todo depende de si tienes un equipo de desarrolladores a tu disposición o no.

Considering the focus of this comparison on small and medium-sized businesses, we’d recommend going with HubSpot here.

Based on our research, there are no other credible, independent ratings of the integration level of both CRMs to be found that are based on real user reviews, so we won’t be able to provide you any CRM reviewer scores on this criterion.

Apoyo: ¿recibes ayuda cuando la necesitas?

In an ideal world, support isn’t needed. But more often than not, it is a critical part of your experience with a CRM product or company.

Not surprisingly, the quality of support is something that is very often mentioned in user reviews. Here are a few snippets that summarize well what we’ve been reading overall:

• “Accessible support team (HubSpot)
• “Service and support don’t know what they’re doing” (HubSpot)
• “They are not able to do anything about the issues at hand – even if they are critical (HubSpot)
• “If you need help with anything, you can forget to try to get help from support” (Salesforce)
• “Customer service is really terrible” (Salesforce)

If we’d have to summarize everything we read in our own words:

• HubSpot support is accessible, though often the support staff is not being really knowledgeable or helpful 🤷
• El servicio de asistencia de Salesforce es relativamente inaccesible y tarda mucho tiempo en resolver cualquier problema.

Dicho de otro modo: mientras que HubSpot puede tener dificultades para ofrecer asistencia de alta calidad, Salesforce prácticamente le obliga a contratar consultores si desea recibir ayuda adecuada.

Conclusión

The clear winner when it comes to delivering quality support is HubSpot, although it seems to be more of an “in the land of the blind, the one-eyed man is king” situation. As in: it’s better to give low or medium quality support than almost none at all.

Within the usual 4-5/5 range of G2 ratings, this translates into a 4.25/5 “quality of support” score for HubSpot and 4.1/5 for Salesforce.

Si para usted es importante un buen soporte, puede optar por Salesflare como CRM alternativo, que obtiene una puntuación muy superior de 4,85/5 por parte de sus usuarios por la calidad de su soporte.

Precios: ¿cuánto cuesta?

Por último, pero no menos importante, ¿cómo se comparan los precios de HubSpot y Salesforce?

Por desgracia, esta es la pregunta más complicada de responder, porque todo depende de:

• Lo que necesita
• Cuántos contactos tiene
• How many pipelines, reports, custom properties, custom objects, …
• Y un millón de cosas más

If there’s anything reviewers are frustrated by, it’s the pricing of HubSpot and Salesforce (not just the initial pricing, but also how it scales quickly):

• “Pricing as you scale contacts is pretty crazy” (HubSpot)
• “It is very expensive once you start using it and need additional functionality” (HubSpot)
• “The pricing is a little harsh on the SMBs out there” (HubSpot)
• “WAAAAAAY too expensive for what you get” (Salesforce)
• “License fees are out of control when you exceed the default number of custom objects” (Salesforce)

To make a simple comparison possible, based on the requirements outlined above, we’ve estimated that you’ll probably need each CRM’s Pro(fessional) plan. And when opting for the monthly Pro plan with 5 users, this amounts to:

• $500/month with HubSpot (you’ll need CRM + Sales Hub)
• $375/month with Salesforce (Sales Cloud excl. Salesforce Inbox; adding this will probably get you to a total of around $500/month as well; although if you lock yourself into a multi-year contract you’re likely to get this for free)

Note that these are just starting prices and that they can very quickly increase if you hit any of the CRM’s standard limitations. 💸

Conclusión

En cuanto a precios, Salesforce y HubSpot se sitúan en el mismo nivel.

On the monthly Pro plan with 5 users, both CRMs usually start at around $500 per month including email integration. This is already on the very high end of the CRM pricing spectrum and it only gets more expensive from there, which you’ll probably only discover when you’re already locked into the software.

As a comparison, an alternative CRM like Salesflare will only set you back $275 per month (that’s about 45% less expensive) and comes without hidden upgrades.

Final verdict: HubSpot vs. Salesforce – which CRM is best for small businesses?

While you’ll probably need to go with Salesforce if you’re a large enterprise, HubSpot is the better choice for small and medium-sized businesses, including startups.

Como se ha indicado anteriormente, basándonos en los comentarios de usuarios reales, HubSpot obtiene mejores puntuaciones que Salesforce en prácticamente cada uno de los 7 criterios, excepto (quizás) en el precio. Es el claro ganador de los dos.

If you’re however open to discovering a significantly better rated CRM at a much lower price, do not miss the chance to check out Salesflare as well. 👈

Here’s a final comparison between HubSpot and Salesforce, plus Salesflare for reference.

Note again that the mentioned prices are merely starting prices for Salesforce and HubSpot (posing built-in limitations on many levels) and if you want an email integration or send email sequences with Salesforce, you’ll already find yourself buying extra packages or software.

Quieres profundizar en las diferencias? Pregúntale a nuestro equipo a través del chat de salesflare.com. Estamos aquí para ayudarte 😄.

Esperamos que te haya gustado este post. Si es así, ¡difúndelo!

👉 Puedes seguir a @salesflare en Twitter, Facebook y LinkedIn.

• Acerca de
• Últimas entradas

Jeroen Corthout

Cofundador de Salesflare

Soy cofundador de Salesflare, el CRM simple pero potente para pequeñas empresas. Me encanta el crecimiento, automatizar las ventas y crear productos hermosos.

Últimos mensajes de Jeroen Corthout (ver todos)

• 8 beneficios del CRM + 6 retos a superar primero - 18 de abril de 2024
• 30+ Mejores herramientas de generación de leads (por tipo) - 16 de abril de 2024
• 7 Mejores CRMs para Google Workspace + Funciones de Integración - abril 11, 2024