Coremetrics / IBM Digital Analytics (discontinued) vs. Totango

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Coremetrics / IBM Digital Analytics (discontinued)
Score 8.0 out of 10
N/A
Based on the former Coremetrics, IBM Digital Analytics is a discontinued analytics product. IBM acquired Coremetrics in 2010, and re-branded the platform to the IBM Digital Marketing Optimization Solution. Product support was ultimately provided by Acoustic, but the product is not a part of the company's plans going forward.N/A
Totango
Score 8.4 out of 10
N/A
Totango customer success software helps enterprise businesses and cross-functional teams accelerate customer outcomes in productivity, retention, and expansion. Totango provides a set of integrations and SuccessBLOCs—the company's proprietary pre-built customer success programs that are embedded with best practices and contain relevant workflows, reports, automation, customer segments, campaign content, and more to help users achieve critical business outcomes. With Totango, businesses can…
$2,988
per year
Pricing
Coremetrics / IBM Digital Analytics (discontinued)Totango
Editions & Modules
No answers on this topic
Starter
$2,988
per year
Enterprise
$18,000
per year
Premier
Custom
Offerings
Pricing Offerings
Coremetrics / IBM Digital Analytics (discontinued)Totango
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeOptional
Additional DetailsEach package gives teams a 360° customer account profile, customer health scoring, customer journey program templates (SuccessBLOCS), automated workflows (SuccessPlays), email campaigns, self-paced onboarding, and customer support.
More Pricing Information
Community Pulse
Coremetrics / IBM Digital Analytics (discontinued)Totango
Top Pros
Top Cons
Features
Coremetrics / IBM Digital Analytics (discontinued)Totango
Security
Comparison of Security features of Product A and Product B
Coremetrics / IBM Digital Analytics (discontinued)
-
Ratings
Totango
8.4
182 Ratings
3% below category average
Role-based user permissions00 Ratings8.4182 Ratings
Platform & Infrastructure
Comparison of Platform & Infrastructure features of Product A and Product B
Coremetrics / IBM Digital Analytics (discontinued)
-
Ratings
Totango
7.9
216 Ratings
7% below category average
API00 Ratings6.8149 Ratings
Integration with Salesforce.com00 Ratings8.0173 Ratings
Integration with Marketo00 Ratings8.935 Ratings
Customer Data Extraction / Integration
Comparison of Customer Data Extraction / Integration features of Product A and Product B
Coremetrics / IBM Digital Analytics (discontinued)
-
Ratings
Totango
7.6
247 Ratings
12% below category average
Product usage00 Ratings7.8243 Ratings
Help desk / support tickets00 Ratings7.3160 Ratings
Customer Success Management
Comparison of Customer Success Management features of Product A and Product B
Coremetrics / IBM Digital Analytics (discontinued)
-
Ratings
Totango
7.6
260 Ratings
8% below category average
NPS surveys00 Ratings8.0124 Ratings
Sponsor tracking00 Ratings6.16 Ratings
Customer profiles00 Ratings7.9251 Ratings
Automated workflow00 Ratings8.4240 Ratings
Internal collaboration00 Ratings7.2226 Ratings
Customer health scoring00 Ratings7.6253 Ratings
Customer segmentation00 Ratings8.3243 Ratings
CSM Reporting & Analytics
Comparison of CSM Reporting & Analytics features of Product A and Product B
Coremetrics / IBM Digital Analytics (discontinued)
-
Ratings
Totango
7.5
254 Ratings
8% below category average
Customer health trends00 Ratings7.7243 Ratings
Engagement analytics00 Ratings7.7229 Ratings
Revenue forecasting00 Ratings7.0175 Ratings
Dashboards00 Ratings7.8237 Ratings
Best Alternatives
Coremetrics / IBM Digital Analytics (discontinued)Totango
Small Businesses
StatCounter
StatCounter
Score 9.0 out of 10
Intercom
Intercom
Score 8.7 out of 10
Medium-sized Companies
Siteimprove
Siteimprove
Score 8.7 out of 10
CustomerSuccessBox
CustomerSuccessBox
Score 9.5 out of 10
Enterprises
Contentsquare
Contentsquare
Score 8.6 out of 10
Cisco Webex Experience Management (discontinued)
Cisco Webex Experience Management (discontinued)
Score 8.9 out of 10
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User Ratings
Coremetrics / IBM Digital Analytics (discontinued)Totango
Likelihood to Recommend
7.0
(24 ratings)
8.3
(261 ratings)
Likelihood to Renew
5.8
(18 ratings)
7.5
(8 ratings)
Usability
9.0
(1 ratings)
8.6
(95 ratings)
Availability
10.0
(1 ratings)
9.9
(3 ratings)
Performance
8.0
(1 ratings)
8.8
(2 ratings)
Support Rating
2.3
(4 ratings)
8.2
(93 ratings)
Online Training
7.1
(2 ratings)
7.0
(1 ratings)
Implementation Rating
9.9
(2 ratings)
10.0
(12 ratings)
Configurability
8.0
(1 ratings)
8.2
(4 ratings)
Ease of integration
-
(0 ratings)
8.0
(8 ratings)
Product Scalability
9.0
(1 ratings)
9.8
(3 ratings)
Vendor post-sale
-
(0 ratings)
8.0
(1 ratings)
Vendor pre-sale
-
(0 ratings)
8.0
(1 ratings)
User Testimonials
Coremetrics / IBM Digital Analytics (discontinued)Totango
Likelihood to Recommend
Discontinued Products
IBM analytics has continued to improve upon the days of being the original core metrics. After using the updated version for quite some time, it has been great at providing the needed analytics to measure ROI and goal performance for our quarterly KPI's. It has resulted in a great increase in web engagements although we are a midsize company, smaller outfits may not need such an expensive option.
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Totango
for a CSM it´s marvelous, you have in one window everything,the agenda for your day by day work, the workload you have in a day,all the customers database and call history added by tasks and toutch points, the to do thing in each customer you know what to do next, with renewal you hace an digital engadgement with customers inform they need to renew in order to keep using the app.
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Pros
Discontinued Products
  • IBM CXA comprises an acquisition called Tealeaf. This tool has deep heritage and this is evident in its present-day capabilities.
  • The Universal Behaviour Exchange or UBX puts the concept of personalisation at the forefront. The ability to combine physical (analog) and digital transactions to create the complete picture of a customer journey, is a stand out benefit.
  • The solution does not have to involve the purchase of software. IBM CXA can be sold as a service bundled with analytics as a service. This not only lowers the cost of ownership, it gets around one of the principal issues. Strong staff with design and analytical capability to drive the solution and deliver tangible benefits.
  • The seamless integration of Watson AI services to help with the heavy lifiting. Watson reinforces the analytical focus this solution has and can learn to recognise situations specific to a company.
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Totango
  • Enables us to easily send and collect NPS & CSAT scores regularly.
  • Syncs with HubSpot to bring in updated client data and deals automatically.
  • Allows us to manage clients based on health score which is multi-dimensional.
  • I can log touch points directly in Totango from Gmail so easily..
  • As we improve and develop our non SaaS business client experience, Totango continues to develop more functionality that we can benefit from.
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Cons
Discontinued Products
  • The user interface is in Flash, which can be very frustrating and slow at times. Apparently, this is to be transitioned in a future release.
  • Can only segment the last 93 days of data. Any historical segmentation beyond the 93 days must be run in Explore (which is credit based, and has its own limitations with the number of credits per month, based on the initial contract with IBM).
  • Reports can only display 93 days of data at a given time for custom date ranges. There are pre-programmed date ranges setup with IBM during implementation (last week, last month, last quarter etc.), but are not flexible enough to answer more specific questions.
  • Certain reports cannot have segments applied, making answering some simple questions a bit more tricky. For example, I can create a segment around mobile devices and apply it to the marketing channels report, but I can't create a marketing channel segment and apply it to the mobile reports.
  • Built in API calls allows for nice report design and automation.
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Totango
  • Integrations -- in my experience, they constantly break and disconnect.
  • Implementation -- I feel it was a HUGE challenge to set-up our environment. It took over 200 hours and it didn't work.
  • Communication -- during implementation/onboarding, in my opinion, we were mislead on how to create some of our custom data objects and it ended up being a big waste of time since the approach we were instructed to use ended up being incorrect.
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Likelihood to Renew
Discontinued Products
IBM Digital Analytics is a great solution for our clients and I believe they offer the best solution for the retail space. We have access to IBM support via email or live chat and they can answer many of the reporting questions that come up. IBM is receptive to our feedback of the product so I am confident they will continue making improvements
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Totango
I personally believe Totango is the right Customer Success Tool for me, my team, and my organization. I couldn't find limitations until now, it's capabilities are on point and it's very scalable. of course, transitioning to another tool would mean a lot of hours and training, and would expose risks
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Usability
Discontinued Products
Very easy to implement and use.
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Totango
It is easy to use and understand, and simple to follow day to day. Logging notes and tasks is one of the key areas this is utilised along with tracking reports and accessing key data points for conversations with customers which is helpful. Mobile app helps too to access information on the go.
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Reliability and Availability
Discontinued Products
Never had any issues
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Totango
I have yet to experience any downtime with Totango (knock on wood) so reliability has been really top tier since we were onboarded. Given that the support team has been really helpful so far, I can imagine should downtime every be the case, they'll be able to communicate proactively/effectively on the current state of the platform
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Performance
Discontinued Products
As reports are templated, the system is pretty quick. Sometimes you have to wait a bit for a report to render. Or you might have to re-load the page. But there is no real issue here and the system is on par with other similar systems.
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Totango
At times the integration sync can be really slow when it comes to touchpoints. I can't say the same for customer health syncing, but I do tend to notice the lag from email syncing, and in those cases, I will need to refresh the Totango page a couple of times or wait a couple of extra seconds/minutes for it to show up.
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Support Rating
Discontinued Products
Overall, the level of support is very good and I would say it is a strong asset of the solution. However, you can sometimes feel that there is a difference of level among the support team.
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Totango
I give Totango a support rating of 10 because I can always get support whenever needed. If its a technical issue, I know I can email their support team for help. If it's a more in depth question with respect to our instance of Totango, I can reach out to our CSM and always get help in a very reasonable amount of time. I always look to Totango as the standard when I think of how to best communicate and support our own customers.
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Online Training
Discontinued Products
Online training is really great. One of the best assets that they have. Lots of great videos, pop quizzes at the end of each module. Fantastic. Other tools have similar features, but not as good.
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Totango
Our CSM did a great job of conducting the training so we understand, at the very least, the functionality that is directly relevant to us. This also allowed us to train our own new team mates when onboarding based on the training flow that was first presented to us. This was also conducted as a interactive sessions, as training are notoriously known to be dry
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Implementation Rating
Discontinued Products
See previous comment: reading and understanding the encyclopedic implementation guide is a must.
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Totango
Totango has been easy for our team to integrate most of our new features into, which is great considering we have to factor in the customers' usage of the new features into all of the health and usage metrics we have. It has taken a while to integrate our second product however, which is why I would rank this a 7.
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Alternatives Considered
Discontinued Products
Much of the work we did in IBM Digital Analytics could have been answered through Google Analytics, a much simpler, agile and FREE solution set. Not mention, given the vast number of Google Analytics USERS, free and actionable support is simply a click away ... this compared to IBM Digital Analytics fractured and often absent support service.
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Totango
Pipedrive is a great CRM for Sales purposes but it doesnt give much tools for CX management. Totango is all the opposite, it is an excellent product for Customer Management . We currently use both platforms integrated with each other and it gives great results to both Sales and Customer Success teams
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Scalability
Discontinued Products
This solution can support large amount of data and transaction. The way that user management features are built, it shows it is meant for large organizations.
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Totango
Information keeps missing and changing in totango . Because of that there is are lot of problems with it. We need to manually keep the backup in an another file. More over if in case we take the backup its so hard to track since its all in numbers. Totango can be much better if the cloud storage is working fine. My company is planning to discontinue due to this factor
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Return on Investment
Discontinued Products
  • We spend too much time trying to work around bugs on the new UI.
  • We spend too much time trying to figure out how to make certain segments work because support and the knowledge center are lackluster.
  • Our sales rep is very unresponsive and leaves us searching for a lot of answers on our own, including what other products we may benefit from that IBM offers.
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Totango
  • Since using Totango we have seen our engagement numbers go up as we are better able to identify the groups that are struggling.
  • We have also seen an increase in retention as we are more consistent in messaging and not missing any data.
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ScreenShots

Totango Screenshots

Screenshot of Collaboration tools to manage a customer portfolioScreenshot of a 360° view of customer healthScreenshot of the dashboard to monitor customer metricsScreenshot of an engaging in-app experiences and email campaigns to improve customer retentionScreenshot of integrated data in the Customer Data Hub