What users are saying about
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Top Rated
89 Ratings
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120 Ratings

ChurnZero

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Top Rated
89 Ratings
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Score 9.1 out of 100

Totango

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120 Ratings
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Score 8.2 out of 100

Likelihood to Recommend

ChurnZero

Research - You need to pull client data but you are targeting clients with specific attributes. The segments feature makes it very easy for you to create a custom segment to target clients with those attributes and export it into a CSV file. Outreach - Let's say you created a custom email marketing campaign for a unique group of clients but you need a way to deliver these emails in the fastest way possible. You can create a custom segment that includes these clients and then create a "play" that targets that segment. The "play" lets you plan out when each email will be sent to your segment of clients. Outbound Sales - ChurnZero uses existing client data to help you with your outreach so this is mainly a client success tool and will not be very helpful if you are in an outbound sales role.
Amar Sarao | TrustRadius Reviewer

Totango

If you have a team that might be dealing with high account loads where having automated activities and touchpoints to customers would be a benefit, I would recommend Totango. We have offices all over the world and there are also things we do in the US that are custom to how we need it so having that level of customization is also important. We also have integrated some of our other tools so activities from other teams also feed into our dashboards and give us full visibility into the account.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Security

ChurnZero
8.5
Totango
7.1
Role-based user permissions
ChurnZero
8.5
Totango
7.1

Platform & Infrastructure

ChurnZero
8.6
Totango
6.7
API
ChurnZero
8.5
Totango
7.3
Integration with Salesforce.com
ChurnZero
8.6
Totango
7.3
Integration with Marketo
ChurnZero
Totango
5.4

Customer Data Extraction / Integration

ChurnZero
8.5
Totango
7.6
Product usage
ChurnZero
8.5
Totango
7.8
Help desk / support tickets
ChurnZero
8.4
Totango
7.4

Customer Success Management

ChurnZero
8.4
Totango
7.5
NPS surveys
ChurnZero
8.5
Totango
Sponsor tracking
ChurnZero
7.8
Totango
6.1
Customer profiles
ChurnZero
8.5
Totango
7.7
Automated workflow
ChurnZero
8.5
Totango
7.7
Internal collaboration
ChurnZero
8.1
Totango
7.3
Customer health scoring
ChurnZero
8.7
Totango
8.0
Customer segmentation
ChurnZero
8.9
Totango
7.9

CSM Reporting & Analytics

ChurnZero
8.5
Totango
7.4
Customer health trends
ChurnZero
8.5
Totango
7.9
Engagement analytics
ChurnZero
8.5
Totango
7.6
Dashboards
ChurnZero
8.3
Totango
7.2
Revenue forecasting
ChurnZero
Totango
7.1

Pros

ChurnZero

  • Via our online portal that our client base uses, we can send direct messages, pop-ups and even NPS surveys directly to their online account. This is extremely important because this is where our clients are logging in so we can tell them important things like "we have a new release, watch this video" or "do not lose access to your data, your renewal is right around the corner so email me". I feel like we're communicating with our clients in a way we could never do before.
  • It allows you to create segments. For example, I could create a segment of clients that are up for their renewal who have low usage. When a client enters that segment it can then alert me. Or even better, it can automatically send out an email and log activity to our CRM to follow up in a week. This 1 example will help us reach out to clients when they stop using the tool and/or find out why they did.
  • It integrates with all our systems: Salesforce, Zendesk, Gmail, Google Calendar, Slack, webinars, etc.
  • Support is amazing!
Kristin Sours | TrustRadius Reviewer

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 | TrustRadius Reviewer

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 | TrustRadius Reviewer

Totango

  • Unannounced forced changes to UI (was able to revert)
  • Some improvements seem to just create more clicks
  • If you do too much at once, the UI can take a second to catch up while it saves changes on the back end
Ryan Radel, MBA | TrustRadius Reviewer

Likelihood to Renew

ChurnZero

ChurnZero 9.1
Based on 1 answer
It's a great software and tool specialized in helping the company know its customers and prevent them from leaving. It also helps data analysis and automation.
Samuel Hewstone | TrustRadius Reviewer

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 | TrustRadius Reviewer

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 | TrustRadius Reviewer

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
Anonymous | TrustRadius Reviewer

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 | TrustRadius Reviewer

Support Rating

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 | TrustRadius Reviewer

Totango

Totango 5.7
Based on 2 answers
The support team is good and prompt as far as my problems were concerned
Ben Joe | TrustRadius Reviewer

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 | TrustRadius Reviewer

Totango

No score
No answers yet
No answers on this topic

Implementation Rating

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 | TrustRadius Reviewer

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 | TrustRadius Reviewer

Totango

Two main gaps made us choosing Totango instead of Gainsight:1. Pricing - We do believe Gainsight has a great product and service, but our company can't afford it before scaling.2. Flexibility of onboarding - For us, the fast implementation and the lean mindset is really important. Gainsight was not able to give us that. With them, we would have to travel to the US to the onboarding and take a lot of time to get it live. Totango really met our expectations on this matter, we've implemented a first account's health overview in less than one month.
Cecilia Prado | TrustRadius Reviewer

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 | TrustRadius Reviewer

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 | TrustRadius Reviewer

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 | TrustRadius Reviewer

Screenshots

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

Rating Summary

Likelihood to Recommend

ChurnZero
8.7
Totango
8.3

Likelihood to Renew

ChurnZero
9.1
Totango
4.8

Usability

ChurnZero
8.2
Totango
7.5

Reliability and Availability

ChurnZero
Totango
4.5

Support Rating

ChurnZero
9.1
Totango
5.7

Online Training

ChurnZero
9.1
Totango

Implementation Rating

ChurnZero
Totango
7.1

Scalability

ChurnZero
Totango
2.7

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