ChurnZero vs Totango

• Account Segments - we are now able to create extremely specific account segments. This allows us to approach each segment in a unique and tailored approach.
• Alerts - I now know when my accounts open up a ticket with my support team. I can get ahead of it or follow along if needed. Before I wouldn't have any visibility unless I was specifically made aware
• Usage stats - we are now able to get a much better view in the usage stats of our various features and functions. We can leverage these stats into our segments so that we are managing the correct accounts with the appropriate messaging.

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• It monitors the usage of our application well - we can see who logs in and how frequently so we can make inferences as to how much value our customers are getting from our software
• It records all communication effectively in a log format - you can even bcc emails to Totango and they're automatically logged
• It stores and automates delivery of campaigns to our customers who are more "light touch" - we can see who opens the emails and if it moves the needle of app usage

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• There is a learning curve but that could be said with most all software. Once it became part of our daily process we started getting the hang of it pretty quick!
• The initial implementation seemed to take a long time. Of course there are always going to be some road blocks when bringing in a new system that isn't set to communicate with your own systems right out of the box.
• We are still working through some data issues. However, our rep is very helpful and extremely responsive.

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• Unfortunately, Totango didn't integrate with our internal data and other platforms well- like Salesforce.
• We likely didn't implement it well, but I didn't like having a different page for Customer vs. each individual product with the attributes all being the same. Too much duplicate work.
• Apparently not easy to run reports on data.

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• At first I feel like we only used ChurnZero as a reporting tool and we didn't take enough action on the data we were seeing. However, we've gotten stronger at relying on the information (the alerts, the score, the trends in usage) to take pre-emptive actions. It has helped us pay more attention to (and take action on) the "quiet" accounts - those accounts that don't clamor for our attention and we get lulled into thinking everything is okay. Often it's easy in the land of customer success to focus on the red or green accounts and forget about those yellow accounts in the middle - this helps us stay focused on moving those yellow accounts which is essential to our growth.

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• Increased product adoption.

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