HubSpot Reverses Data Enrichment Policy After Customer Backlash on LinkedIn
HubSpot faced significant customer backlash after updating its terms of service on July 1 to allow data enrichment — using customer data to help other users prospect. Customers voiced strong complaints on LinkedIn over the Fourth of July holiday. Within four days, HubSpot publicly reversed course, issuing a rare apology in a community post titled "We got this wrong, and we are fixing it." The incident highlights the risks of making unilateral data policy changes without customer consent, and the power of customer pushback in the SaaS industry.
Key quotes
We made a mistake.
We got this wrong, and we are fixing it.
What the hell is HubSpot thinking?
From the article
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