--- title: Proactive Play Process --- # Engagement Process Guide 5-step process for successful customer engagements [ ← Back to Home ](https://consulting.hubspot.com/proactive-home) 1 ### Account Research & Preparation Internal Internal preparation using Unified Data Scorecard and account research 📊 Key Metrics: Discovery Meeting Booked #### Main KPIs & Completion Criteria Business-critical metrics ##### Discovery Meeting Booked Initiates direct customer engagement and solution discovery process ### **How This Is Tracked** Contact associated to Ticket books meeting and backend automation associates the meeting to your Ticket ### **Activities That Support This Metric:** → Create pinned Note with #SolutionsProactivePlay snippet → Run Unified Data Scorecard/Marketing Assessment for assigned account → Paste URL to completed scorecard into the pinned note → Document account research findings with business model and tech stack analysis → Prepare discovery questions based on scorecard findings → Coordinate with CSM for customer introduction → Schedule discovery call through CSM ### **Completion Criteria** ✓ Customer Meeting Scheduled - Backend automation associates meeting to Ticket #### Coaching Metrics Key indicators managers evaluate ##### Account Research Depth **What Managers Look For:** Quality of business model understanding, usage analysis depth, tech stack documentation ### **Supporting Activities:** - Document business model and revenue approach - Analyze current HubSpot usage and feature adoption - Research tech stack and integration opportunities #### AI Prompts AI-powered guidance and templates ##### **Discovery Question Crafting** ``` Act as an experienced HubSpot Solutions Architect preparing discovery questions for a customer conversation.BACKGROUND:- Company: [Company Name]- Industry: [Industry] - Business Model: [Subscription/Services/Goods]- Completed Unified Data Scorecard: [Please attach/paste the completed scorecard results for context]DISCOVERY OBJECTIVES:- Understand their current business priorities and challenges- Validate opportunities identified in the Unified Data Scorecard- Uncover additional pain points or goals- Identify decision-makers and budget authority- Assess technical readiness and resourcesPlease create 5-7 discovery questions that will:1. **Open the conversation** with broad business-focused questions2. **Validate scorecard insights** about their challenges and opportunities3. **Uncover priorities** we may not have identified4. **Assess implementation readiness** (resources, timeline, decision-making process)5. **Lead naturally** toward solution planningFormat as:- **Opening Questions** (1-2 broad business questions)- **Scorecard Validation** (2-3 questions to validate scorecard findings)- **Priority Discovery** (1-2 questions about goals and challenges)- **Implementation Readiness** (1 question about resources and process)Make questions open-ended, consultative, and designed to uncover business impact rather than just technical requirements. ``` 2 ### Discovery Call Customer-facing Understand customer priorities and challenges 📊 Key Metrics: Scorecard Presented #### Main KPIs & Completion Criteria Business-critical metrics ##### Scorecard Presented Demonstrates customer optimization opportunities and establishes credibility for solution recommendations ### **How This Is Tracked** Add a pinned Note with snippet that retains #UnifiedDataScorecard in the body text ### **Activities That Support This Metric:** → Present Unified Data Scorecard/Marketing Assessment insights → Use structured discovery framework to uncover priorities → Focus on business impact and growth challenges → Confirm value proposition alignment with customer needs → Document pain points and challenges identified → Record decision-maker information and stakeholder map → Update pinned Note with customer priorities and solution opportunities   ### **Completion Criteria** ✓ Unified Data Scorecard presented to customer ✓ Pinned Note updated with #UnifiedDataScorecard snippet ✓ Customer priorities and pain points documented ✓ Decision-makers identified ##### 2nd Meeting Scheduled Secures customer commitment to solution development phase ### **How This Is Tracked** Based on customer booking a future dated 2nd meeting where meeting title contains 'Solution Design.' The backend automation automatically associates meeting to Ticket ### **Activities That Support This Metric:** → Schedule the 2nd call, the solution presentation call where 'Solution Design' is in the meeting title ### **Completion Criteria** ✓ Solution Design Meeting Scheduled - Backend automation associates meeting to Ticket   #### Coaching Metrics Key indicators managers evaluate ##### Discovery Call Quality **What Managers Look For:** Customer pain points clearly identified, decision-makers mapped, value proposition alignment confirmed ### **Supporting Activities:** - Document customer priorities and pain points - Confirm decision-makers and stakeholders - Validate value proposition with customer needs ##### Solution Opportunities Identified **What Managers Look For:** Specific areas where HubSpot can drive customer growth identified, value proposition aligned with customer needs, implementation readiness assessed ### **Supporting Activities:** - Identify specific solution opportunities based on scorecard insights - Map solution opportunities to customer business impact - Assess customer readiness for implementation - Document agreed-upon value proposition and solution objectives #### Call Agenda Meeting structure & talking points ##### Discovery Call Agenda (45-60 Minutes) ### **Opening & Introductions** 0-5 min - Welcome and introductions - Agenda overview and call objectives - Confirm meeting duration and next steps ### **Scorecard Insights Presentation** 5-15 min - Present key findings from Unified Data Scorecard - Highlight optimization opportunities identified - Share usage patterns and data insights ### **Discovery & Validation** 15-35 min - Validate scorecard findings with customer experience - Explore current business priorities and challenges - Understand decision-making process and stakeholders - Assess technical setup and integration needs - Identify budget and timeline considerations ### **Solution Opportunity Exploration** 35-50 min - Discuss potential solution areas based on findings - Gauge customer interest and priorities - Explore implementation approach preferences - Address initial questions or concerns ### **Next Steps & Close** 50-60 min - Summarize key takeaways and priorities - Schedule solution design presentation meeting - Confirm attendees for next meeting - Set expectations for solution development timeline #### AI Prompts AI-powered guidance and templates ##### **Pre-call Preparation & Strategy Prompt** ``` Act as an experienced HubSpot Solutions Architect preparing for a customer discovery call.CONTEXT:- Company: [Company Name]- Unified Data Scorecard completed: [Yes/No]- Key findings from research: [Summarize key insights]- Attendees: [List expected attendees and roles]- Call duration: [Typically 45-60 minutes]PRE-CALL PREPARATION:Based on the account research and scorecard findings, help me prepare for this discovery call.Please provide:1. **Call Agenda Structure**: A 45-60 minute agenda that balances relationship building, discovery, and solution positioning2. **Opening Strategy**: How should I introduce the call and set expectations?3. **Key Discovery Questions**: 5-7 specific questions based on the scorecard findings that will uncover: - Current business priorities and challenges - Decision-making process and stakeholders - Technical setup and integration needs - Timeline and implementation readiness4. **Scorecard Presentation Strategy**: How should I present the scorecard insights effectively?5. **Call Conclusion**: How should I wrap up the call to naturally lead to solution design work?Keep the strategy consultative and focused on understanding their business rather than pitching features. ``` 3 ### Solution Design Internal Design Custom Solutions based on discovery insights 📊 Key Metrics: Solution Plans Created #### Main KPIs & Completion Criteria Business-critical metrics ##### Solutions Plans Created Creates tailored solutions that address specific customer needs and drive usage adoption ### **How This Is Tracked** Update the pinned Note with a snippet that retains #SolutionDesign in the body text ### **Activities That Support This Metric:** → Base solution on specific customer pain points from discovery → Include clear implementation phases and timeline → Map solution components to business outcomes → Consider technical constraints and resources → Update pinned Note with #SolutionDesign snippet for tracking → Document detailed solution overview and implementation approach   ### **Solution Plan Templates [TBD]** ### **Completion Criteria** ✓ Solution Design Documentation Complete - Update pinned Note with Solution Design ✓ Solution design addresses discovered pain points ✓ Implementation approach is clearly defined ✓ Business impact is quantified where possible ✓ Meeting link sent to customer with 'Solution Design' in the title   #### Coaching Metrics Key indicators managers evaluate ##### Solution Design Quality **What Managers Look For:** Solution directly addresses discovered pain points, includes clear implementation steps, aligns with customer priorities ### **Supporting Activities:** - Ensure solution addresses specific customer challenges - Include detailed implementation approach - Map solution components to business impact #### AI Prompts AI-powered guidance and templates ##### **Custom Solution Conceptualization Prompt** ``` Act as an experienced HubSpot Solutions Architect designing a custom solution for a customer.DISCOVERY CONTEXT:- Company: [Company Name] - Industry: [Industry]- Key challenges identified: [From discovery call]- Customer priorities: [From discovery call]- Current HubSpot setup: [Current tools and usage]- Technical capabilities: [Customer's technical resources]SOLUTION DESIGN TASK:Based on the discovery insights, create a comprehensive custom solution design.Please provide:1. **Solution Overview**: Clear summary of the proposed solution and how it addresses their challenges2. **Key Components**: Break down the solution into major components or modules3. **Business Impact**: Quantify the expected business value and ROI4. **Implementation Approach**: High-level implementation phases and timeline5. **Technical Requirements**: APIs, integrations, custom objects, and any technical specifications needed6. **Success Metrics**: How will we measure the success of this solution?7. **Next Steps**: What needs to happen to move forward with this solution?Structure the solution to be customer-focused, addressing their specific pain points while leveraging HubSpot's capabilities effectively. ``` 4 ### Solution Presentation Customer-facing Present solution and secure customer commitment 📊 Key Metrics: Solution Plans Presented #### Main KPIs & Completion Criteria Business-critical metrics ##### # of Solutions Presented Demonstrates value and secures customer buy-in for implementation ### **How This Is Tracked** A meeting has been booked with 'Solution Design' in the meeting title ### **Activities That Support This Metric:** → Start with business challenge recap from discovery → Present solution with clear connection to pain points → Quantify business impact and ROI where possible → Include implementation timeline and next steps → Get explicit agreement on solution approach → Confirm customer resources and timeline → Address any concerns or objections → Define clear next steps and implementation path   ### **Completion Criteria** ✓ Solution Presentation Completed - Based on past dated meeting with 'Solution Design' in title ✓ Solution validated by customer ✓ Value proposition validated by customer ✓ Customer commitment to implementation is secured #### Coaching Metrics Key indicators managers evaluate ##### Presentation Effectiveness **What Managers Look For:** Customer understands value proposition, questions are addressed, implementation commitment is secured ### **Supporting Activities:** - Deliver clear, compelling solution presentation - Address customer questions and concerns - Secure specific next steps and commitment #### Call Agenda Meeting structure & talking points ##### Solution Presentation Agenda (60 minutes) ### **Opening & Recap** 0-5 min - Welcome and introductions - Agenda overview - Brief recap of discovery findings ### **Business Challenge Review** 5-15 min - Summarize key pain points from discovery - Confirm business priorities and goals - Review success criteria and desired outcomes ### **Solution Presentation & Demo** 15-40 min - Present custom solution overview - Demonstrate key features with customer data - Show business impact and ROI calculations - Walk through implementation phases ### **Q&A & Objection Handling** 40-50 min - Address customer questions and concerns - Clarify technical requirements - Discuss resource needs and timeline - Handle any objections or hesitations ### **Commitment & Next Steps** 50-60 min - Secure commitment to move forward - Define implementation approach - Schedule implementation planning meeting - Confirm project timeline and milestones #### AI Prompts AI-powered guidance and templates ##### **Presentation Strategy & Content Prompt** ``` Act as an experienced HubSpot Solutions Architect preparing to present a custom solution to a customer.SOLUTION CONTEXT:- Company: [Company Name]- Solution designed: [Summary of solution from Step 3]- Key stakeholders attending: [List decision-makers]- Customer priorities: [From discovery]- Meeting duration: [Typically 60 minutes]PRESENTATION TASK:Help me create a compelling presentation strategy and content.Please provide:1. **Presentation Structure**: A logical flow for the 60-minute presentation2. **Opening Strategy**: How to start strong and set the right tone3. **Value Messaging**: Key value propositions that will resonate with this audience4. **Demo Strategy**: What to show and how to make it relevant to their business5. **Objection Handling**: Potential concerns and how to address them6. **Closing Strategy**: How to secure commitment and define next steps7. **Success Metrics**: How to present ROI and business impactMake the presentation customer-focused, demonstrating clear business value rather than just technical features. ``` 5 ### Implementation Planning Customer-facing Align with resources and facilitate handover 📊 Key Metrics: Implementation Committed #### Main KPIs & Completion Criteria Business-critical metrics ##### Implementation Committed Confirms customer commitment and readiness to proceed with implementation ### **How This Is Tracked** Solution sets Ticket 'Solutions: Implementation Outcome' field to any value except 'Not Interested' ### **Activities That Support This Metric:** → Secure customer commitment to move forward with solution → Document solution acceptance and implementation approach → Set implementation outcome field in ticket system → Confirm project timeline and next steps → Schedule implementation planning meeting   ### **Completion Criteria** ✓ Implementation Outcome Selected - Based on Ticket 'Solutions: Implementation Outcome' field being populated with any value except 'Not Interested' ✓ Customer commitment documented ✓ Implementation approach confirmed ✓ Next steps scheduled ##### Partner Recommended Identifies opportunities for partner engagement and solution enhancement ### **How This Is Tracked** Add #PartnerRecommended to pinned Note on ticket ### **Activities That Support This Metric:** → Evaluate customer's technical capabilities and needs → Assess complexity of implementation requirements → Recommend appropriate partner based on solution scope → Add #PartnerRecommended tag to ticket's pinned note → Document recommended partner and rationale   ### **Completion Criteria** ✓ Partner Recommendation Tagged - Based on #PartnerRecommended in pinned Note ✓ Partner evaluation completed ✓ Recommendation documented ✓ Customer notified of recommendation ##### Partner Attached (Paid, Credit) Ensures proper partner engagement for complex implementations ### **How This Is Tracked** Solution sets Ticket 'Solutions: Implementation Outcome' = 'Partner (Paid)' or 'Partner (Credit)' ### **Activities That Support This Metric:** → Finalize partner selection and engagement model → Set implementation outcome to Partner (Paid) or Partner (Credit) → Complete partner onboarding and introduction → Establish project timeline and deliverables → Coordinate handover to partner team   ### **Completion Criteria** ✓ Partner Engagement Confirmed - Based on Implementation Outcome = 'Partner (Paid)' or 'Partner (Credit)' ✓ Partner selected and contracted ✓ Project scope defined ✓ Handover completed #### Coaching Metrics Key indicators managers evaluate ##### Handover Quality **What Managers Look For:** Complete documentation provided, clear implementation path established, appropriate resources allocated ### **Supporting Activities:** - Create comprehensive handover documentation - Ensure proper resource allocation and introductions - Establish success metrics and follow-up plan #### Call Agenda Meeting structure & talking points ##### Implementation Planning Call (45-60 minutes) ### **Opening & Context** 0-5 min - Welcome and agenda overview - Recap solution commitment from previous meeting - Confirm implementation objectives ### **Implementation Options Review** 5-20 min - Present implementation approaches (self-service, Solutions team, partner) - Discuss customer resources and technical capabilities - Evaluate complexity and timeline considerations - Recommend optimal implementation path ### **Resource Planning & Timeline** 20-35 min - Define required resources from both sides - Create detailed project timeline with milestones - Identify potential risks and mitigation strategies - Establish communication and reporting structure ### **Handover & Responsibilities** 35-50 min - Define handover process and documentation - Clarify roles and responsibilities - Set up success tracking and measurement - Plan training and knowledge transfer ### **Next Steps & Follow-up** 50-60 min - Finalize implementation plan - Schedule regular check-ins and milestone reviews - Complete documentation and handover materials - Set expectations for ongoing support #### Implementation Options ##### Customer Self-Service Customer manages implementation independently - Customer has internal developer resources - No budget for external support - Strong HubSpot experience required - Detailed Solution Guide with step-by-step instructions provided - Customer handles timeline and implementation ##### Partner (Paid) Customer pays partner directly for implementation - Customer contracts and pays partner directly - Same scope and packages as credit option - No credit approval or leadership sign-off required - Faster engagement setup and timeline ##### Partner (HubSpot Credit) Complex solutions requiring custom development - Covers partner costs for approved engagements - Requires leadership approval and business justification - Used for integrations, custom objects, API development ### Implementation Planning & Partner Credits #### When to Request Partner Credit - ✓  Solution requires custom development or complex integrations - ✓  Customer lacks internal technical resources - ✓  Strategic account or high-value opportunity (P1/P2/P3) - ✓  Customer MRR > $4K and renewal in next 6 months - ✓  Clear business case for investment #### Partner Credit Request Process **[CLICK HERE FOR STEP-BY-STEP INSTRUCTIONS ON FILING](https://docs.google.com/document/d/17SFWVagbaVgsdbSa3R2BF1g4PQe86rI2Qj5jBk6DXZg/edit?usp=sharing) ** #### Partner Credit Service Packages | Package | Cost | Hours | Timeline | Best For | | --- | --- | --- | --- | --- | | Consultation - Small | $1,500 | 6 | 60 days | Expert guidance on established features, basic training | | Consultation + Implementation - Small | $2,500 | 10 | 60 days | Hands-on setup of advanced features, pre-built connectors | | Custom Solution - Medium | $5,000 | 20 | 90 days | Custom code, small integrations, portal audits | | Bespoke Solution - Large | $10,000 | 40 | 120 days | Complex transformative solutions, multi-portal work | #### Package Details ##### Consultation - Small $1,500 **Scope:** Expert advice on proven solutions and advanced features **Includes:** Consultation session, implementation guidance, training/documentation **Use for:** Applying established templates to customer context ##### Consultation + Implementation - Small $2,500 **Scope:** Consultation plus hands-on portal work **Includes:** Analysis, collaborative implementation, troubleshooting, training **Use for:** Advanced feature setup, pre-built integrations, limited analysis ##### Custom Solution - Medium $5,000 **Scope:** Custom design and implementation for complex requirements **Includes:** Discovery, custom code/assets, small integrations, portal audits **Use for:** Unique customer needs requiring custom development ##### Bespoke Solution - Large $10,000 **Scope:** Comprehensive transformative solution design and delivery **Includes:** Full analysis, implementation plan, extensive custom work, multi-system integration **Use for:** Complex problems requiring substantial custom development and planning #### AI Prompts AI-powered guidance and templates ##### **Implementation Strategy & Handover prompt** ``` Act as an experienced HubSpot Solutions Architect planning implementation and handover.PROJECT CONTEXT:- Company: [Company Name]- Solution presented: [Summary from Step 4]- Customer commitment level: [Confirmed/Conditional/Needs follow-up]- Implementation complexity: [Simple/Medium/Complex]- Customer resources: [Available technical team/resources]IMPLEMENTATION PLANNING:Help me create a comprehensive implementation plan and handover strategy.Please provide:1. **Implementation Options Analysis**: Evaluate the best approach (self-service, Solutions team, partner credit)2. **Resource Requirements**: What resources are needed from both sides3. **Timeline Planning**: Realistic phases and milestones4. **Handover Strategy**: How to ensure smooth transition5. **Success Tracking**: How to measure and monitor implementation success6. **Follow-up Plan**: Schedule and goals for ongoing check-ins7. **Risk Mitigation**: Potential challenges and how to address themEnsure the plan maximizes customer success while efficiently using available resources. ``` ## Process Stages Discovery Steps 1-2 Discovery Meetings Booked Solution Planning Steps 3-4 Solution Plan Created Solution Plans Presented Implementation Step 5 Implementation Committed Partner Recommended Partner Attached (Paid, Credit) Current Phase Click on a step to get started