What users are saying about
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Top Rated
50 Ratings
95 Ratings

ChurnZero

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Top Rated
50 Ratings
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Score 9.3 out of 101
95 Ratings
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Score 8 out of 101

Likelihood to Recommend

ChurnZero

ChurnZero increases visibility and allows more organization in the sense that I can easily track what needs review, what was newly assigned to me, and what I need to do next. The fact that it is in one place, and I can create my own plays to ensure it happens is very useful to my workflow.
Sanjusha Kolli profile photo

Totango

Great for CSM and Client Services teams. Can help increase collaboration with Sales side. Really helps frame out how CSMs should be spending time and definitely helps with what clients to focus on. Has allowed us to stop focusing last minute on renewals and get a longer view to catch potential churn.Not really a "Support" software or [meant to] take the place of something like Zendesk.
Stephen Wilson profile photo

Feature Rating Comparison

Security

ChurnZero
8.6
Totango
4.2
Role-based user permissions
ChurnZero
8.6
Totango
4.2

Platform & Infrastructure

ChurnZero
8.6
Totango
5.7
API
ChurnZero
8.3
Totango
6.6
Integration with Salesforce.com
ChurnZero
8.8
Totango
5.2
Integration with Marketo
ChurnZero
Totango
5.4

Customer Data Extraction / Integration

ChurnZero
8.4
Totango
6.8
Product usage
ChurnZero
8.5
Totango
7.5
Help desk / support tickets
ChurnZero
8.3
Totango
6.0

Customer Success Management

ChurnZero
8.4
Totango
6.4
NPS surveys
ChurnZero
8.3
Totango
Sponsor tracking
ChurnZero
7.8
Totango
6.1
Customer profiles
ChurnZero
8.5
Totango
7.9
Automated workflow
ChurnZero
8.4
Totango
7.1
Internal collaboration
ChurnZero
8.0
Totango
5.1
Customer health scoring
ChurnZero
8.6
Totango
6.5
Customer segmentation
ChurnZero
8.9
Totango
6.0

CSM Reporting & Analytics

ChurnZero
8.5
Totango
6.5
Customer health trends
ChurnZero
8.6
Totango
6.1
Engagement analytics
ChurnZero
8.6
Totango
5.9
Dashboards
ChurnZero
8.1
Totango
7.2
Revenue forecasting
ChurnZero
Totango
7.0

Pros

ChurnZero

  • It's fairly easy for developers to bring the JavaScript code in to a SaaS tool and ChurnZero does a really great job at pulling all of that data in to a single place and allowing to view trends and report on that data.
  • The concept of "Churn Score" is a really neat way to pull a bunch of pieces of data in to a single account record and to understand whether or not an account is healthy. This helps to avoid having to use just certain pieces of data as a proxy for customer health.
  • The amount of flexibility the tool contains is awesome - their team has programmed everything we've asked for in order for us to get a better look at our customers.
Trevor Machinia profile photo

Totango

  • Totango really allows flexibility in dashboarding a client contract. You can pull in all the relevant metrics into one spot to help make efficient use of CSM and management time.
  • Integrates well with Salesforce contract records. This is nuanced, but other vendors interact at the "opportunity" level in SFDC. For Services execution, it needs to be focused on the contract. This allows a lot of flexibility in designing the flow.
  • Reporting is pretty easy to set up. You can slice and dice the segments and create reports based on these segments.
  • There are a wide range of "TouchPoint" options in Totango, so you can log Kick Offs, QBRs, Renewals, Escalations, Nurture... TouchPoints. Super easy for CSMs to add and Management to report on.
Stephen Wilson profile photo

Cons

ChurnZero

  • Email limitations - There isn't an ability to attach invoices and cc other users on the account. This would be helpful when sending renewal invoices as we typically send them to the main point of contact and a billing contact
  • Customer contact layout can be more smooth. Any emails, tasks, or calls are clearly laid out in the "Tasks" tab on the customer's account. However we have a lot of emails that are sent through ChurnZero, these emails do not appear in the tasks tab. They appear in a separate tab titled "messages". When a manager or colleague is looking through our contact with a customer trying to help us out, it can be really hard to organize outreach when email messages appear in 2 different tabs.
Austen Duzey profile photo

Totango

  • While the TouchPoints are flexible, they display on the date entered in. This assumes that all TouchPoints are put in when they are being done. Would like to see them allow the ability to backdate TouchPoints.
  • Report setup is a bit quirky. Not bad, but you have to wrap your head around how they do it.
  • Would like to see more chart options, but this is me being geeky.
Stephen Wilson profile photo

Likelihood to Renew

ChurnZero

No score
No answers yet
No answers on this topic

Totango

Totango 4.8
Based on 2 answers
The software has lot of issues. We are saving things and then it disappears which creates lot of confusion as well as problems. Money is also lost because of it. The employees also get confused and then they end up with lot of problems with the customer. The notification is not that great. It's so bad and cannot be completely read. So when a pile of notifications come we will ignore all of them.
John Abraham profile photo

Usability

ChurnZero

ChurnZero 8.2
Based on 1 answer
ChurnZero its pretty easy to use once you have received the proper training on the platform. Most of their features are very self-explanatory and you just need a few attempts and tries around the platform to master the usage of these features. Having someone who dedicated to this platform and dedicated to helping your team with it, is also key to success.
Pamela Castillo profile photo

Totango

Totango 7.5
Based on 5 answers
Simple, elegant, and intuitive.
Nate Richardson profile photo

Reliability and Availability

ChurnZero

No score
No answers yet
No answers on this topic

Totango

Totango 4.5
Based on 1 answer
Totango is available all the time . the only problem is that some times it takes time to load specially the records of the customers. The data loading inside the customer account is fast. It may be because of internet service but still it can i,prove a lot. i have seen other competitors software which is faster
John Abraham profile photo

Support

ChurnZero

ChurnZero 9.1
Based on 1 answer
The support member Peter was very proactive in booking time when he felt that further explanation was required. He also took time to understand my issue and provided answers that I was not even aware of
Preston Lam profile photo

Totango

Totango 5.7
Based on 2 answers
Because of heavy issues, we lose track of one thing and then end up with so many other things.
John Abraham profile photo

Online Training

ChurnZero

ChurnZero 9.1
Based on 1 answer
The training and onboarding have been very helpful. Since I was not a part of the team when ChurnZero was implemented, it was important to get brought up to speed as quickly as possible and our CSM has been incredibly receptive in that regard.
Ben Butler profile photo

Totango

No score
No answers yet
No answers on this topic

Implementation

ChurnZero

No score
No answers yet
No answers on this topic

Totango

Totango 7.1
Based on 11 answers
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.
Sam Rutzick profile photo

Alternatives Considered

ChurnZero

As a CSM at my previous employer, the CRM was homemade and not very useful or robust in its capabilities.
Ben Butler profile photo

Totango

We had web demos and multiple phone calls with several other companies that advertised customer success software. We also spoke with friends at other organizations that are in customer success to discuss their tools, processes, and experience with various venders. Overall, we found Totango to be very comprehensive and we felt very comfortable with the team, the support we could get, and realized the product could cover all the needs we had.
Jamie Wang profile photo

Scalability

ChurnZero

No score
No answers yet
No answers on this topic

Totango

Totango 2.7
Based on 1 answer
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
John Abraham profile photo

Return on Investment

ChurnZero

  • We've just really started using it, but are seeing an uptick in CSM awareness, which will hopefully result in lower churn and higher renewal numbers.
  • We've started segmenting users by the features they are using, to find the features they are not, which helps us to increase stickiness.
Allison Cloyd profile photo

Totango

  • Saved a lot of time for CSMs and gave them solid insights into the health of certain accounts and if they are using the tool.
  • We have not tracked the specific dollar amount that we have earned from our investment in terms of dollars retained or upsold as a direct result of the Totango software.
  • Increase in win rate on disputes over payment with clients when we started using Totango.
Jamie Wang profile photo

Pricing Details

ChurnZero

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details

Totango

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details

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