What users are saying about

ChurnZero

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30 Ratings
Top Rated
95 Ratings

ChurnZero

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30 Ratings
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Score 9.2 out of 101
Top Rated
95 Ratings
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Score 8.2 out of 101

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Likelihood to Recommend

ChurnZero

I believe it is a great tool for small to medium size Customer Success teams whose client base is also in the SMB sector. It seems more than powerful enough to solve our unique business problems. However it is not a huge enterprise level piece of software. I think it is a perfect fit for our team but there are still some things we need to work out.
Hardin Lovett profile photo

Totango

If you are beginning your customer success strategy and want have a lot of data to put together in a health rank you have to monitor frequently, Totango should definitely be considered. It has an easy implementation (for both offline/CSV data and easy integrations like segment.io) and an onboarding process. It will give you a fast answer about how your features and the product usage are impacting customer health. Also, after a contract renewal cycle, you will be able to improve your guess on what good and poor health really is for your customers.If you have trouble with unexpected churn and your forecast are still based on account managers' analysis, you should definitely get to know Totango and how it could help you not only with this matter but also with increasing your team productivity [that is] focusing on the risky accounts.On the other hand, if you already have a customer success department and a health rank/score implemented and are working fine with internal tools or other tools, you should analyse if Totango would represent a huge progress on your strategy or not.
Cecilia Prado profile photo

Feature Rating Comparison

Security

ChurnZero
8.7
Totango
4.6
Role-based user permissions
ChurnZero
8.7
Totango
4.6

Platform & Infrastructure

ChurnZero
8.5
Totango
5.9
API
ChurnZero
8.2
Totango
6.7
Integration with Salesforce.com
ChurnZero
8.8
Totango
5.7
Integration with Marketo
ChurnZero
Totango
5.4

Customer Data Extraction / Integration

ChurnZero
8.4
Totango
6.9
Product usage
ChurnZero
8.6
Totango
7.7
Help desk / support tickets
ChurnZero
8.3
Totango
6.2

Customer Success Management

ChurnZero
8.4
Totango
6.6
NPS surveys
ChurnZero
8.1
Totango
Sponsor tracking
ChurnZero
8.2
Totango
6.1
Customer profiles
ChurnZero
8.6
Totango
8.1
Automated workflow
ChurnZero
8.3
Totango
7.2
Internal collaboration
ChurnZero
7.8
Totango
5.4
Customer health scoring
ChurnZero
8.6
Totango
6.7
Customer segmentation
ChurnZero
8.9
Totango
6.3

CSM Reporting & Analytics

ChurnZero
8.6
Totango
6.6
Customer health trends
ChurnZero
8.7
Totango
6.3
Engagement analytics
ChurnZero
8.7
Totango
5.9
Dashboards
ChurnZero
8.4
Totango
7.3
Revenue forecasting
ChurnZero
Totango
6.9

Pros

  • 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.
Hardin Lovett profile photo
  • 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
No photo available

Cons

  • 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.
Hardin Lovett profile photo
  • 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.
No photo available

Likelihood to Renew

No score
No answers yet
No answers on this topic
Totango4.8
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

ChurnZero8.2
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
Totango7.5
Based on 5 answers
Simple, elegant, and intuitive.
Nate Richardson profile photo

Reliability and Availability

No score
No answers yet
No answers on this topic
Totango4.5
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

ChurnZero9.1
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
Totango5.7
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

Implementation

No score
No answers yet
No answers on this topic
Totango7.1
Based on 11 answers
Not much since the implementation is still under progress. It takes lot of time to do so, I will say its still going on
John Abraham profile photo

Alternatives Considered

Gainsight seemed like a great product but maybe a little too complex for our small CS team.
Hardin Lovett profile photo
I looked at cost, personality, potential, people, features, and time to install as factors. I looked at Gainsight and Bluenose as well. Gainsight rated well but was too expensive. Bluenose had poor customer service and I thought they wouldn't last. Totango had very likable people; the features compared well to other products, and they were flexible in pricing as I was ramping up my business
Philip Nguyen, SCPM profile photo

Scalability

No score
No answers yet
No answers on this topic
Totango2.7
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

  • 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.
Heather Foeh profile photo
  • Increased product adoption.
Nate Richardson 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