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[Free HubSpot CRM](https://www.hubspot.com/products/crm) [Overview of all products](https://www.hubspot.com/products/get-started) - ### Marketing Hub Marketing automation software [Free and premium plans](https://www.hubspot.com/products/marketing) - ### Sales Hub Sales software [Free and premium plans](https://www.hubspot.com/products/sales) - ### Service Hub Customer service software [Free and premium plans](https://www.hubspot.com/products/service) - ### Content Hub Content marketing software [Free and premium plans](https://www.hubspot.com/products/content) - ### Data Hub Data management software [Free and premium plans](https://www.hubspot.com/products/data) - ### Revenue Hub CPQ, billing, and payments software [Free and premium plans](https://www.hubspot.com/products/revenue) - ### Smart CRM AI-powered, flexible CRM software [Learn more](https://www.hubspot.com/products/crm/ai-crm) - ### Small Business Bundle The Starter edition of each product, built for startups and small businesses [Learn more](https://www.hubspot.com/products/crm/starter) - ### Breeze AI agents and features that power the entire platform [Learn more](https://www.hubspot.com/products/artificial-intelligence) - ### AEO (Beta) Answer engine optimization tools that track and improve your brand's visibility in AI results [Learn more](https://www.hubspot.com/products/aeo) - ### HubSpot Marketplace Connect your favorite apps to HubSpot [See all integrations](https://ecosystem.hubspot.com/marketplace/apps) - Solutions Solutions - By Use Case - By Team Size - Why HubSpot? - ## Marketing - ### [Generate leads](https://www.hubspot.com/use-case/generate-leads) Convert visitors into contacts for your database. - ### [Automate marketing](https://www.hubspot.com/use-case/automate-marketing) Create campaigns with automation and AI. - ## Sales - ### [Build pipeline](https://www.hubspot.com/use-case/build-sales-pipeline) Generate a pipeline of high-quality prospects. - ### [Close deals](https://www.hubspot.com/use-case/close-more-deals) Streamline your process and close more deals faster. - ## Customer Service - ### [Scale support](https://www.hubspot.com/use-case/scale-customer-service-support) Support customers at scale with AI and a help desk. - ### [Drive retention](https://www.hubspot.com/use-case/drive-customer-satisfaction) Identify opportunities to improve customer health. - ## Content - ### [Create content](https://www.hubspot.com/use-case/create-content-for-customer-journey) Easily craft content for your audience, with help from AI. - ### [Manage content](https://www.hubspot.com/use-case/manage-content) Organize, update, and distribute content in one place. - ## Startups & Small Businesses - ### [Find and reach customers](https://www.hubspot.com/use-case/find-and-reach-customers) Generate leads through content, AI, and automation. - ### [Grow sales and get paid](https://www.hubspot.com/use-case/grow-sales-and-get-paid-faster) Prospect smarter and automate payments. - ### [Organize customer data](https://www.hubspot.com/use-case/understand-and-organize-customer-data) Unify your team and data on one platform. - ## Artificial Intelligence - ### [Resolve customer queries 24/7](https://www.hubspot.com/products/artificial-intelligence/ai-customer-service-agent) Scale customer service with an AI customer agent. - ### [Automate sales prospecting](https://www.hubspot.com/products/sales/ai-prospecting-agent) Identify and engage high-value leads with an AI prospecting agent. - ### [Research customers faster](https://www.hubspot.com/products/artificial-intelligence/ai-data-agent) Get instant answers about your customers with an AI data agent. ## By Team Size - ### For Small Businesses & Startups HubSpot’s all-in-one Starter Customer Platform helps your growing startup or small business find and win customers from day one. [Learn more about HubSpot’s Starter Customer Platform](https://www.hubspot.com/products/crm/starter) - ### For Enterprises With HubSpot’s integrated Enterprise Customer Platform, you don’t have to sacrifice power for ease of use. [Learn more about HubSpot’s Enterprise Customer Platform](https://www.hubspot.com/products/crm/enterprise) ## Why HubSpot? - ### Why Choose HubSpot? After just one year, HubSpot customers acquire 129% more leads, close 36% more deals, and see a 37% improvement in ticket closure rates. [Learn more about why how HubSpot’s solution is different](https://www.hubspot.com/why-choose-hubspot) - ### Case Studies Explore examples of companies like yours from all over the globe that use HubSpot to unite their teams, empower their businesses, and grow better. [See all case studies](https://www.hubspot.com/case-studies) - ### Spotlight: Product Updates Learn about HubSpot’s featured product releases and announcements in this semi-annual product showcase. 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[Learn more about HubSpot’s Starter Customer Platform](https://www.hubspot.com/products/crm/starter) -  ### For Enterprises With HubSpot’s integrated Enterprise Customer Platform, you don’t have to sacrifice power for ease of use. [Learn more about HubSpot’s Enterprise Customer Platform](https://www.hubspot.com/products/crm/enterprise) - Why HubSpot? - ## Why HubSpot? -  ### Why Choose HubSpot? After just one year, HubSpot customers acquire 129% more leads, close 36% more deals, and see a 37% improvement in ticket closure rates. [Learn more about why how HubSpot’s solution is different](https://www.hubspot.com/why-choose-hubspot) -  ### Case Studies Explore examples of companies like yours from all over the globe that use HubSpot to unite their teams, empower their businesses, and grow better. [See all case studies](https://www.hubspot.com/case-studies) -  ### Spotlight: Product Updates Learn about HubSpot’s featured product releases and announcements in this semi-annual product showcase. [Explore product updates](https://www.hubspot.com/spotlight) - [Pricing](https://www.hubspot.com/pricing/marketing) - Resources Resources - ## Featured Links - [Spotlight: Product Updates](https://www.hubspot.com/spotlight) - [What's New in HubSpot](https://www.hubspot.com/new) - [Why Choose HubSpot?](https://www.hubspot.com/why-choose-hubspot) - [Sustainability](https://www.hubspot.com/sustainability) - ## Community & Events - [INBOUND Event](https://www.inbound.com/) - [Webinars](https://www.hubspot.com/resources/webinar#resource-library-page-headers) - [HubSpot Community](https://community.hubspot.com/) - [HubSpot User Groups](https://www.hubspot.com/hubspot-user-groups) - ## Partners - [Solutions Partner Program](https://www.hubspot.com/partners/solutions) - [Technology Partner Program](https://www.hubspot.com/partners/app) - [Affiliate Partner Program](https://www.hubspot.com/partners/affiliates) - [Education Partner Program](https://academy.hubspot.com/education-partner-program) - [Startup Partner Program](https://www.hubspot.com/startups/partners) - ## Education - [The Loop Marketing Playbook](https://www.hubspot.com/loop-marketing) - [What Is Inbound Marketing?](https://www.hubspot.com/inbound-marketing) - [HubSpot Blogs](https://blog.hubspot.com/) - [Free Courses & Certifications](https://academy.hubspot.com/) - [Ebooks, Guides & More](https://www.hubspot.com/resources) - [HubSpot Knowledge Base](https://knowledge.hubspot.com/) - ## Tools - [Website Templates](https://ecosystem.hubspot.com/marketplace/templates) - [Developer Tools](https://developers.hubspot.com/) - ## Services - [Onboarding](https://www.hubspot.com/services/onboarding) - [Migration](https://www.hubspot.com/services/professional/migrations) - [Premium Support](https://www.hubspot.com/services/premium-support) - [Hire a Solutions Partner](https://ecosystem.hubspot.com/marketplace/solutions) - About About - [About Us](https://www.hubspot.com/our-story) - [Careers](https://www.hubspot.com/careers) - [Contact Us](https://www.hubspot.com/company/contact) - [Investor Relations](https://ir.hubspot.com/) - [Management Team](https://www.hubspot.com/company/management) [Start free or get a demo](https://www.hubspot.com/products/get-started) [Log in](https://app.hubspot.com/login) - English Select a language - [日本語](#) - [Deutsch](#) - [English](#) - [Español](#) - [Português](#) - [Français](#) - High Contrast - [Customer Support](https://help.hubspot.com/) - [Contact Sales](https://offers.hubspot.com/contact-sales) - [Case Studies Overview](https://www.hubspot.com/case-studies) - [Directory](https://www.hubspot.com/case-studies/directory) - GoFundMe Increases Repeat and Referral Business 180% With HubSpot  # GoFundMe Increases Repeat and Referral Business 180% With HubSpot Software & Technology 200-1,000 employees  - 180% increase in repeat and referral business - 191% increase in portion of business from repeats and referrals Use Cases - Improve Contact Management Products - [Sales Hub](https://www.hubspot.com/products/sales) ### Story Overview When the GoFundMe VIP Experience team moved from Google Workspace tools to HubSpot, they grew repeat and referral business from their most high-impact accounts. ### About Company Launched in 2010, GoFundMe is the world’s largest social fundraising platform. With over $17 billion raised from more than 200 million donations, it’s on a mission to make it safe and easy for anyone to give and get help. ### Growing Business From High-Profile Accounts GoFundMe wanted to grow the amount of repeat and referral business they received from their most high-profile, high-impact customers.  High-profile accounts are supported by the GoFundMe VIP Experience team. The team needed to establish a consistent workflow to efficiently manage and nurture their complex, high-touch relationships.   VIP Experience had never leveraged a true CRM and relied primarily on Google Workspace tools, such as Google Docs, Sheets, Calendar, and Gmail, to manage these accounts.  Charlie Earl, Manager, VIP Experience, describes the situation: “Our aspirations were to grow repeat and referral business. But we recognized that we needed a better tool to manage and document these relationships.   ### Misalignment among teams Relying on Google Workspace tools to manage these accounts created visibility issues among the VIP Experience team and other teams, especially Partnerships.  Both teams frequently interacted with the same customer accounts. Not knowing what the other team was doing made coordination and collaboration challenging.  “Conversations would move out of Zendesk into Gmail and then we’d lose sight of them,” says Charlie. “Or someone would go on vacation, and we wouldn’t know if the Partnerships team had already spoken to a contact.”   ### Inconsistency within the team Many customers use the GoFundMe platform for their annual fundraising campaigns. The VIP Experience team wanted to proactively engage with these customers but found it difficult to schedule and coordinate their efforts with the tools available to them.  “When is a good time to approach customers about activating a campaign for the next calendar year? Where and how do we set reminders to check in with them?” says Charlie. “These subtleties would sometimes fall through the cracks because we didn’t have universal clarity around who was responsible for what and when.”   ## Implementing the HubSpot CRM Platform Charlie and the VIP Experience team decided to implement  [Sales Hub](https://www.hubspot.com/products/sales) and the HubSpot CRM platform to manage its most high-profile accounts. The Partnerships team supported the VIP Experience team’s decision to choose HubSpot because they also saw the value in cross-team visibility.   “Part of our role is to support the partnerships side of the business,” says Charlie. “And the Partnerships team helped us get the internal buy-in we needed to adopt HubSpot.” ### Out-of-the-box configurability The team chose HubSpot partly due to its excellent out-of-the-box configurability, which simplified and sped up implementation. “There's an approachable simplicity to HubSpot,” says Charlie. “That's not to say it isn’t robust—it certainly is and then some—but the intuitive setup and controls, combined with the excellent support resources within Knowledge Base, gave us the confidence that HubSpot was the right provider for our needs.”   ### Complete visibility with Gmail integration Today, the team has new visibility into email communications with customers and prospects thanks to HubSpot’s [Gmail integration](https://ecosystem.hubspot.com/marketplace/apps/sales/sales-enablement/gmail). As a result, the team can approach each new customer interaction with the complete context of prior interactions, which is helping to strengthen customer relationships. “The relationship-building impact was pretty noticeable within the first three to four months,” says Charlie. “We no longer step on one-another’s toes when engaging with customers and look foolish in our communications.”    ### Clarity of account ownership The contact management capabilities of HubSpot have also eliminated confusion around account ownership, enabling the team to become more consistent in their outreach.  “We assigned accounts, built out an outreach calendar, and set our cadence,” says Charlie. “Those were the things that excited the team—and we saw an immediate return.”   ### Planned, proactive outreach Today, the team prioritizes their outreach based on parameters they’ve defined within HubSpot.  “We catalog relationships by ‘type’ and ‘cause’ to better prioritize the opportunities we most want to pursue, nurture and expand,” says Charlie. “We’ve become much less reactionary and more proactive.” The team also uses the HubSpot [deal pipeline](https://www.hubspot.com/products/sales/deal-pipeline) and other features to attribute wins to internal points of contact and identify loss reasons.  With all these pieces in place, the VIP Experience team is much more successful in nurturing repeat and referral business.  “The deal functionality has been a true game-changer in helping us track referrals and retain repeat business tied to annual campaigns. ” says Charlie.    ### Greater efficiencies and consistent brand voice The VIP Experience team is working more efficiently than before with HubSpot features such as [email templates](https://www.hubspot.com/products/sales/email-templates-sales) and [snippets](https://knowledge.hubspot.com/conversations/use-snippets). These features also help keep GoFundMe’s brand voice consistent.  “Having real-time access to standardized language snippets has improved our continuity of voice, and templates have been instrumental in streamlining our proactive outreach and testing language to increase open and response rates,” says Charlie.  The [associate companies](https://knowledge.hubspot.com/crm-setup/automatically-create-and-associate-companies-with-contacts) feature also allows the VIP Experience team to automatically create and associate companies with contacts—another big time saver.  ### Cross-collaboration among teams Implementation of the HubSpot CRM platform also helps the VIP Experience team collaborate and partner with other GoFundMe teams, including the Partnerships team and even the News team.  “Our News team is tasked with amplifying stories and getting press placements,” explains Charlie. “They use HubSpot to see who’s supporting the relationships they want to amplify and survey the most recent exchanges to get the context for the relationship—and avoid bothering customers with questions they’ve already answered.”     ## 180% Increase in Repeat and Referral Business With the HubSpot CRM platform, the VIP Experience team has increased GoFundMe’s repeat and referral business by 180% in just nine months. Today, repeat and referral businesses comprise a higher portion of GoFundMe’s total business, rising from 11% to 32%, a 191% increase. “Having satisfied customers come back to us, year after year, has been a huge win,” says Charlie. “It supports our mission to help people help each other.”   Table of Contents Table of Contents - - [Growing Business From High-Profile Accounts](https://www.hubspot.com#growing-business-from-high-profile-accounts) - [Misalignment among teams](https://www.hubspot.com#misalignment-among-teams) - [Inconsistency within the team](https://www.hubspot.com#inconsistency-within-the-team) - [Implementing the HubSpot CRM Platform](https://www.hubspot.com#implementing-the-hubspot-crm-platform) - [Out-of-the-box configurability](https://www.hubspot.com#out-of-the-box-configurability) - [Complete visibility with Gmail integration](https://www.hubspot.com#complete-visibility-with-gmail-integration) - [Clarity of account ownership](https://www.hubspot.com#clarity-of-account-ownership) - [Planned, proactive outreach](https://www.hubspot.com#planned-proactive-outreach) - [Greater efficiencies and consistent brand voice](https://www.hubspot.com#greater-efficiencies-and-consistent-brand-voice) - [Cross-collaboration among teams](https://www.hubspot.com#cross-collaboration-among-teams) - [180% Increase in Repeat and Referral Business](https://www.hubspot.com#180-increase-in-repeat-and-referral-business)  > HubSpot has enabled us to build even stronger relationships with our most high-profile accounts. Charlie Earl Manager VIP Experience [GoFundMe](https://www.gofundme.com/) [](https://www.gofundme.com/)  ### Start Growing With HubSpot Today With tools to make every part of your process more human and a support team excited to help you, growing your business with HubSpot has never been easier. [Get a demo](https://offers.hubspot.com/crm-platform-demo) ##### Related Case Studies -  ### How Stax Payments Earned a 65% Action Rate by Using HubSpot's Prospecting Agent to Address Prospect Challenges - 200-1,000 employees - United States - Sales Hub * * * [Read more](https://www.hubspot.com/case-studies/stax-payments-prospecting-agent) -  ### How Riverside Insights Empowers Educators to Act in Time for Students — While Slashing Tech Costs by $600K with HubSpot - 200-1,000 employees - United States - Sales Hub * * * [Read more](https://www.hubspot.com/case-studies/riverside-insights-unified-crm) -  ### How Pingman Tools Turns Trial Users into Loyal Customers with HubSpot's Prospecting Agent - Software & Technology - United States - Sales Hub * * * [Read more](https://www.hubspot.com/case-studies/pingman) -  ### How RevenueWell Books 40% More Meetings for Dental Practices with Prospecting Agent - Software & Technology - United States - Sales Hub * * * [Read more](https://www.hubspot.com/case-studies/revenuewell) - 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