What users are saying about
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Top Rated
72 Ratings
96 Ratings

ChurnZero

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Top Rated
72 Ratings
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Score 9.1 out of 101
96 Ratings
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Score 8.2 out of 101

Likelihood to Recommend

ChurnZero

I think if you are looking for a tool that will specifically help with retention, this is the right tool for you. Also, it won't capture all your client history upfront so it will take time to get to a point where you are seeing everything, but this is really good for capturing and looking at the client's usage data. If you are looking for more onboarding tools and something that doesn't require any technical assistance or an "out of the box" set up, this might not be the best fit. I also think you need to capture usage data on clients in order for this to work; there was a time we wouldn't have been ready for this. I highly recommend you do your research and compare all avenues before starting anything but if reducing churn and increasing retention is what you are looking for, this is the tool for you!
Kristin Sours 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
8.5
Totango
6.2
Role-based user permissions
ChurnZero
8.5
Totango
6.2

Platform & Infrastructure

ChurnZero
8.5
Totango
6.4
API
ChurnZero
8.4
Totango
7.7
Integration with Salesforce.com
ChurnZero
8.6
Totango
6.1
Integration with Marketo
ChurnZero
Totango
5.4

Customer Data Extraction / Integration

ChurnZero
8.5
Totango
7.4
Product usage
ChurnZero
8.5
Totango
7.7
Help desk / support tickets
ChurnZero
8.4
Totango
7.0

Customer Success Management

ChurnZero
8.5
Totango
7.0
NPS surveys
ChurnZero
8.5
Totango
Sponsor tracking
ChurnZero
8.1
Totango
6.1
Customer profiles
ChurnZero
8.5
Totango
8.0
Automated workflow
ChurnZero
8.5
Totango
7.6
Internal collaboration
ChurnZero
8.2
Totango
6.4
Customer health scoring
ChurnZero
8.7
Totango
7.0
Customer segmentation
ChurnZero
8.9
Totango
6.8

CSM Reporting & Analytics

ChurnZero
8.5
Totango
7.1
Customer health trends
ChurnZero
8.6
Totango
6.9
Engagement analytics
ChurnZero
8.6
Totango
6.5
Dashboards
ChurnZero
8.3
Totango
7.6
Revenue forecasting
ChurnZero
Totango
7.5

Pros

ChurnZero

  • Segments: The ability to pull a seemingly infinite amount of contact and account related segments based off of account data that helps to drive strategic activities for us as account managers, whether it's getting in front of Churn when we see certain usage data or whether it's being able to identify upsell opportunities
  • Automation: The ability to automate saves a ton of time, being able to bulk send campaign or renewal email and run plays for all different segments of contacts frees up time for other activities.
  • Integrations: Churnzero has great integration with Salesforce, not only does it save time from having to use multiple platforms and applications but it has bi-directional sync which helps with data integrity.
No photo available

Totango

  • Account's health and changes overview: In the homepage, which is your "dashboard", you can clearly see your portfolio's health and what has changed since your last update. In this way, it is easy to get fast insights and move accounts to your "attention center".
  • Health history: It's easy to see health changes over time and by clicking in the date range, you see what criteria were impacting this health at that time.
  • Account's hierarchy: For my business, it's really important to be able to group accounts and have more than one level of customers (companies and groups of companies, for example). This way, it is possible to design and deploy strategies to different decision makers.
  • Easy health profile set up: The Health Profile set up page is really easy to use, with simple calculations features to determine what is good and poor health for your customers.
  • Tasks and touchpoint monitoring: Although these features have some room for improvement (e.g.: edit options, paragraph, bold or topics could make a huge difference when you want to record long conversations or detailed topics), they are really user friendly and make it easy for the account manager to write down notes on the customer's updates.
Cecilia Prado profile photo

Cons

ChurnZero

  • The email that is sent out to clients does not tie to our company or that it's coming from Churnzero. It is too general which may confuse clients.
  • Attachments are not allowed which is not too important for right now but can be useful in the future.
Sanjusha Kolli profile photo

Totango

  • if you connect through segment.io it requires you to go one plan higher on segment in order to use totango (but it's not a lot of money),
  • Sometimes the totango created 'engagement' score can be a bit tricky to understand rather than our own created health metrics and health scores we use totango for.
Jamie Wang 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
I think it is easy to use but needs work on the user interface to make it easy to access specific functions. The side bar needs to be categorized so you understand why you would use it. There are also tabs that you can't access as an everyday user so you don't know why they are visible
No photo available

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
The support team is good and prompt as far as my problems were concerned
Ben Joe 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

In general, while ChurnZero's reporting is a tiiiiiiny bit less flexible than that of Natero's, it's clear that ChurnZero was more tailor made for teams like ours, both in terms of look and overall functionality. Also, in our interactions with the sales team, ChurnZero seemed more like the kind of company we'd much prefer working with
Trevor Machinia profile photo

Totango

I started at the organization after Totango was selected, but I hear the decision was based on how intuitive the solution was, and how it could integrate with the other solutions in-house. At prior companies, the reporting suite had been the primary focus. One company in particular selected a product that had extremely robust reporting options; however, we were at the mercy of the solution's product team for customizations/modifications, which took quite a bit of time.
No photo available

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

  • The main positive I have seen is getting a holistic view of who our customers are and what they are doing with our application in place. Before, we had this information but it was not easily accessible and hard to interpret.
Hardin Lovett profile photo

Totango

  • Evidence from my perspective is limited since I've been using Totango for several months. The closest example of tangible ROI I've seen is using the data to help gauge how much effort and work I need to commit in order to renew (and in some cases save) accounts. There are have been a handful of cases in which poor engagement data allowed me and my CX counterparts to quickly address issues with customers - something that certainly impacts our customers' willingness to renew their subscriptions.
No photo available

Pricing Details

ChurnZero

General

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

Totango

General

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

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