Overview
ProductRatingMost Used ByProduct SummaryStarting Price
ChurnZero
Score 7.4 out of 10
N/A
ChurnZero is a Customer Success platform designed to help subscription businesses succeed through improved customer experiences. ChurnZero helps Customer Success team spot potential churn risks early and see renewal and expansion opportunities faster. Its automation and personalization, in-app communications, and Customer…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
ChurnZeroTotango
Editions & Modules
No answers on this topic
Starter
$2,988
per year
Enterprise
$18,000
per year
Premier
Custom
Offerings
Pricing Offerings
ChurnZeroTotango
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
ChurnZeroTotango
Considered Both Products
ChurnZero
Chose ChurnZero
I feel like ChurnZero has all the right functionality but is a bit simpler to navigate and deploy than Gainsight and also Totango (not that these are bad systems, neither of them is a bad choice, I just find them to be a little overly complicated). While ChurnZero may not have …
Chose ChurnZero
Tons of manual work to implement Totango. We liked that it was free but we needed to upgrade due to the amount of clients we needed, and the cost to do so was much more expensive.
Chose ChurnZero
I have used Totango in the past and did not have the decision making power when choosing CZ but given the opportunity, I would have also gone with CZ. Totango certainly has a slicker look, but our onboarding process was not that smooth and some features were really weird or …
Chose ChurnZero
ChurnZero was feature-rich and had everything we needed (Totango was lacking in key features such as displaying a journey to a customer and having them follow along). ChurnZero was way more financially approachable than Gainsight. ChurnZero also was much more of a CS platform …
Chose ChurnZero
Our management team reviewed both Gainsight and Totango, while both were very robust and feature rich, the cost and price point did not make sense for a team of our size and where we would be scaling to. It also seemed that through our conversations both of those tools would …
Chose ChurnZero
ChurnZero's segmenting and health score abilities were unmatched, as it allows for customization for almost every feature.
Chose ChurnZero
ChurnZero was a solution that better fit our needs. The pricing was better for our budget, and the product wasn't split up into pieces like some other products were. As a B2B software company, the ability to have ChurnZero sit in our app for success centers, walkthroughs, and …
Chose ChurnZero
What made us chose ChurnZero was a mix of the below:
- Personal interaction with their sales team, with a lot of dedication and interest from both sides.
- Customization, enough to allow us to tailor everything based on our needs, but not too much either, so that we feel …
Chose ChurnZero
ChurnZero's interface is very easy to use. Additionally, seems that ChurnZero has more reports available.
Chose ChurnZero
Gainsight seemed like a great product but maybe a little too complex for our small CS team.
Totango
Chose Totango
ChurnZero was too expensive. We chose Totango because it had everything we needed and cost less.
Chose Totango
ChurnZero - I've taken a look at this solution but didn't get to form a definitive opinion about it yet. Right now it looks like their Integration system is a bit more limited than Totango's.

Custify - It's a good tool but unlike Totango it feels a bit more sales focused. Also …
Chose Totango
Totango was a good fit and middle ground between Gainsight which was overwhelming for our needs and ChurnZero which at the time was not as mature as it is today. Simple to use straightforward interface which is also flexible and customizable. The Totango product team has been …
Chose Totango
Our organization has successfully unlocked more value from Totango than I've seen with the two other CS platforms I've used at prior organizations
Chose Totango
All systems have positives and negatives but Totango fit immediate needs best
Chose Totango
Totango had a much cleaner UI and was much more affordable for a small company. Totango also looked like it would be more straightforward and easier to use for my customer success team. Other companies didn't handle the multi-level customer hierarchies as cleanly as Totango and …
Chose Totango
Totango seemed the best way to have quick wins, long term wins, and work through optimizations and iterations along the way. We could launch piecemeal and adapt to our business needs as we saw value in Totango, instead of having to create a masterpiece that would be complex to …
Chose Totango
Totango felt like a great option that was beyond entry-level, but not a sledgehammer for a nail for what, at the time, was a brand new Customer Experience team being formed.
Chose Totango
This was not my call, but I would assume that our representative has been attentive to our needs and Totango provides the services that we need at a great value.
Chose Totango
I selected Totango for the ease and speed of growing within the platform. The fact that it could connect easily to Salesforce and also have a javascript to connect in our software to get the usage data made the difference. And of course, the price was just perfectly within our …
Chose Totango
Totango was the best product for our needs due to its easy to use nature and ability to implement relatively quickly. While it is tempting to go with a product that may have hundreds of bells and whistles, Totango has given us a solid foundation and allowed us to scale our CSM …
Chose Totango
Better customization and integrations overall, plus health management. The product was easier to adopt and I like the help of their support team, really responsive.
Top Pros
Top Cons
Features
ChurnZeroTotango
Security
Comparison of Security features of Product A and Product B
ChurnZero
8.2
186 Ratings
4% below category average
Totango
8.4
182 Ratings
2% below category average
Role-based user permissions8.2186 Ratings8.4182 Ratings
Platform & Infrastructure
Comparison of Platform & Infrastructure features of Product A and Product B
ChurnZero
7.4
197 Ratings
14% below category average
Totango
7.9
216 Ratings
7% below category average
API7.3160 Ratings6.9149 Ratings
Integration with Salesforce.com7.6164 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
ChurnZero
6.9
213 Ratings
21% below category average
Totango
7.6
247 Ratings
11% below category average
Product usage7.1210 Ratings7.8243 Ratings
Help desk / support tickets6.7169 Ratings7.3160 Ratings
Customer Success Management
Comparison of Customer Success Management features of Product A and Product B
ChurnZero
6.7
218 Ratings
19% below category average
Totango
7.6
260 Ratings
7% below category average
NPS surveys7.1190 Ratings8.0124 Ratings
Sponsor tracking4.876 Ratings6.16 Ratings
Customer profiles7.4204 Ratings7.9251 Ratings
Automated workflow7.2210 Ratings8.4240 Ratings
Internal collaboration6.0178 Ratings7.2226 Ratings
Customer health scoring7.1215 Ratings7.6253 Ratings
Customer segmentation7.5209 Ratings8.3243 Ratings
CSM Reporting & Analytics
Comparison of CSM Reporting & Analytics features of Product A and Product B
ChurnZero
6.5
218 Ratings
22% below category average
Totango
7.6
254 Ratings
6% below category average
Customer health trends7.1207 Ratings7.7243 Ratings
Engagement analytics7.3202 Ratings7.7229 Ratings
Revenue forecasting5.267 Ratings7.1175 Ratings
Dashboards6.2213 Ratings7.8237 Ratings
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ChurnZeroTotango
Small Businesses
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Score 8.8 out of 10
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Score 8.8 out of 10
Medium-sized Companies
CustomerSuccessBox
CustomerSuccessBox
Score 9.5 out of 10
CustomerSuccessBox
CustomerSuccessBox
Score 9.5 out of 10
Enterprises
Cisco Webex Experience Management (discontinued)
Cisco Webex Experience Management (discontinued)
Score 8.8 out of 10
Cisco Webex Experience Management (discontinued)
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Score 8.8 out of 10
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User Ratings
ChurnZeroTotango
Likelihood to Recommend
7.0
(221 ratings)
8.3
(261 ratings)
Likelihood to Renew
8.7
(5 ratings)
7.5
(8 ratings)
Usability
6.3
(130 ratings)
8.6
(95 ratings)
Availability
9.1
(1 ratings)
9.9
(3 ratings)
Performance
6.4
(1 ratings)
8.8
(2 ratings)
Support Rating
6.0
(122 ratings)
8.2
(93 ratings)
In-Person Training
6.4
(1 ratings)
-
(0 ratings)
Online Training
7.3
(2 ratings)
7.0
(1 ratings)
Implementation Rating
8.5
(3 ratings)
10.0
(12 ratings)
Configurability
6.4
(1 ratings)
8.2
(4 ratings)
Ease of integration
7.3
(1 ratings)
8.0
(8 ratings)
Product Scalability
9.1
(1 ratings)
9.8
(3 ratings)
Vendor post-sale
9.1
(1 ratings)
8.0
(1 ratings)
Vendor pre-sale
-
(0 ratings)
8.0
(1 ratings)
User Testimonials
ChurnZeroTotango
Likelihood to Recommend
ChurnZero
Our Customer success teams leverage ChurnZero to monitor customer health, automate communication, and intervene at critical points. For instance, in software companies, it's beneficial for ensuring users are adopting new features and finding value. We find it less valuable in other departments as it becomes less relevant. We are able to see a high level view of customer health earlier on which helps us find out reasons for low usage.
Read full review
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.
Read full review
Pros
ChurnZero
  • ChurnZero has excellent customer success! They worked very hard to ensure a successful implementation and launch.
  • The CZ platform gives a detailed view of customer usage. We know exactly how clients are using our platform which allows us to provide excellent customer success services. This allows helps our product team understand the needs of clients and the success of new features.
  • We are able to create plays based on usage which provides a customized and personal experience for each user. CZ makes it possible to give our clients what they need when they need it.
Read full review
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.
Read full review
Cons
ChurnZero
  • When composing an email out of segments, the ability to save it as a draft to review later would be awesome, instead of needing to set up a Play
  • In the admin section, I love that we can have a color palate - but we'd like the color palete to be applied in other areas so CZ has more of our companies branding
  • The content templates can be hard to stylize if you don't know html
  • Add the Merge Fields functionality to tasks, especially tasks made by playbooks
Read full review
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.
Read full review
Likelihood to Renew
ChurnZero
Our team is very happy with the product after evaluating multiple vendors, including Gainsight, Totango and Planhat. We like the additional functionality that CZ offers on its enterprise version. We were strongly considering other products if the price was right and functionality worked, but the change management would have been too heavy and taken too long. The ChurnZero team has been a good partner to rely on and allowed us to free up our time and resources to focus on more pressing matters
Read full review
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
Read full review
Usability
ChurnZero
ChurnZero makes my work life a complete game changer. I say it all the time ChurnZero is a one stop shop for data! I don't fumble through numerous different programs, try to remember different passwords, I literally login to CZ and it is right there in front of me
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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
ChurnZero
Quick response by the CZ team.
Read full review
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
Read full review
Performance
ChurnZero
No answers on this topic
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
ChurnZero
I have used ChurnZero at two different organizations now and I have had the same customer support experience both times. We scheduled regular meetings on a biweekly basis where we covered any and all challenges I've had with the system. During those sessions, our CSM in both instances would take time to walk me through the process, give me tips and tricks to help with my efficiency, and guide me through some of the more finnicky aspects of the software. Excellent support!
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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
ChurnZero
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.
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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
ChurnZero
I implemented CZ in 4 months. When I look back, this is not a long time where I needed to get to know CZ by myself (as I did not have knowledge of it at all..) study the Academy, playing around in the test environment and setting up in live environment.
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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
ChurnZero
Gainsight CS - you need a team to manage this tool; not intuitive to use, and you're not able to be as agile once configured GUIDEcx - One of my favorites in the space, and so easy to set up, configure, customize, and scale. Able to connect onboarding milestones to SFDC cases, and share out as a customer portal. Mixmax has been purchased in past companies to help fill in gaps of other tools (gives us scheduling links, in-inbox email templates, SFDC lead/contact and task management)
Read full review
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
ChurnZero
Easy to escalate.
Read full review
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
ChurnZero
  • We've only just started using ChurnZero in the last few months so we don't have complete visibility into the impact on ROI yet but I can tell this will greatly help prevent churn and have a positive impact on ROI in the long run.
Read full review
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.
Read full review
ScreenShots

ChurnZero Screenshots

Screenshot of A control room built for CS leaders to manage every detail of the customer journey while simultaneously providing an overview of everything in progress.Screenshot of Custom Dashboards, to collect, analyze and turn customer data into actionable insights.Screenshot of SuccessCenters, to reach customers when and where they need it most is within the tools themselves.Screenshot of Playbooks make it possible to scale without sacrificing the high-touch service customers expect.Screenshot of Account Insights for both internal and external teams. ChurnZero's collaboration feature makes it possible to keep all groups in the loop. ​

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