What users are saying about
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Top Rated
193 Ratings
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Top Rated
359 Ratings

ChurnZero

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Top Rated
193 Ratings
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Score 8.3 out of 100

Totango

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Top Rated
359 Ratings
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Score 8 out of 100

Feature Set Ratings

  • ChurnZero ranks higher in 5 feature sets: Security, Platform & Infrastructure, Customer Data Extraction / Integration, Customer Success Management, CSM Reporting & Analytics

Security

9.1

ChurnZero

91%
8.4

Totango

84%
ChurnZero ranks higher in 1/1 features

Role-based user permissions

9.1
91%
127 Ratings
8.4
84%
164 Ratings

Platform & Infrastructure

8.8

ChurnZero

88%
7.8

Totango

78%
ChurnZero ranks higher in 2/3 features

API

8.8
88%
110 Ratings
7.9
79%
132 Ratings

Integration with Salesforce.com

8.7
87%
113 Ratings
7.7
77%
163 Ratings

Integration with Marketo

N/A
0 Ratings
7.8
78%
33 Ratings

Customer Data Extraction / Integration

7.4

ChurnZero

74%
7.1

Totango

71%
ChurnZero ranks higher in 2/2 features

Product usage

7.9
79%
146 Ratings
7.4
74%
220 Ratings

Help desk / support tickets

6.9
69%
116 Ratings
6.8
68%
145 Ratings

Customer Success Management

8.2

ChurnZero

82%
7.6

Totango

76%
ChurnZero ranks higher in 7/7 features

NPS surveys

8.3
83%
130 Ratings
7.8
78%
107 Ratings

Sponsor tracking

7.0
70%
50 Ratings
6.1
61%
6 Ratings

Customer profiles

8.3
83%
142 Ratings
8.2
82%
227 Ratings

Automated workflow

8.4
84%
146 Ratings
7.6
76%
217 Ratings

Internal collaboration

8.0
80%
120 Ratings
7.7
77%
204 Ratings

Customer health scoring

8.3
83%
149 Ratings
7.3
73%
229 Ratings

Customer segmentation

8.8
88%
145 Ratings
8.4
84%
220 Ratings

CSM Reporting & Analytics

7.9

ChurnZero

79%
7.5

Totango

75%
ChurnZero ranks higher in 4/4 features

Customer health trends

7.9
79%
143 Ratings
7.2
72%
220 Ratings

Engagement analytics

8.3
83%
141 Ratings
7.7
77%
209 Ratings

Revenue forecasting

7.7
77%
19 Ratings
7.3
73%
159 Ratings

Dashboards

7.7
77%
147 Ratings
7.7
77%
215 Ratings

Attribute Ratings

  • ChurnZero is rated higher in 4 areas: Likelihood to Recommend, Likelihood to Renew, Support Rating, Online Training
  • Totango is rated higher in 4 areas: Usability, Availability, Performance, Implementation Rating
  • ChurnZero and Totango are tied in 1 area: Product Scalability

Likelihood to Recommend

8.5

ChurnZero

85%
153 Ratings
7.9

Totango

79%
237 Ratings

Likelihood to Renew

9.1

ChurnZero

91%
2 Ratings
8.6

Totango

86%
7 Ratings

Usability

8.0

ChurnZero

80%
66 Ratings
8.1

Totango

81%
95 Ratings

Availability

9.1

ChurnZero

91%
1 Rating
9.7

Totango

97%
4 Ratings

Performance

6.4

ChurnZero

64%
1 Rating
8.1

Totango

81%
2 Ratings

Support Rating

8.0

ChurnZero

80%
67 Ratings
7.9

Totango

79%
94 Ratings

In-Person Training

6.4

ChurnZero

64%
1 Rating

Totango

N/A
0 Ratings

Online Training

7.3

ChurnZero

73%
2 Ratings
7.0

Totango

70%
1 Rating

Implementation Rating

6.4

ChurnZero

64%
1 Rating
10.0

Totango

100%
23 Ratings

Product Scalability

9.1

ChurnZero

91%
1 Rating
9.1

Totango

91%
3 Ratings

Likelihood to Recommend

ChurnZero

This is a truly impressive platform and tool for any business. Sure, it requires some effort and time to set up. However, ChurnZero has a team of dedicated and knowledgeable associates that will help you every step of the way. You really need to treat them like an extension of your own team, but the effort to get everything set up and functional is well worth it. Highly recommended.
Joseph Clark | TrustRadius Reviewer

Totango

Well suited:
  • For companies with a high on touch customer success model
  • For companies with a fairly well defined post sales customer journey and looking to structure and document it better
  • For companies with necessary development bandwidth
  • For companies looking to proactively support customers
Not-well suited
  • Early stage startups still looking to get to product market fit or with a small customer success set up
  • For companies where the key focus is reactive support. If ticketing is what you need, then look elsewhere.
Anonymous | TrustRadius Reviewer

Pros

ChurnZero

  • Onboarding Experience - I'm paired with my CSM and a Technical Solutions Engineer right from the start. We meet constantly and they help drive adoption for both myself as well as my CSM team.
  • UI/UX - The user experience for the CSM is very straightforward and user-friendly. Having an easy-to-use platform means it's easier for me as the ops manager to drive the adoption of new campaigns within ChurnZero for my team.
  • Segments - The bedrock of ChurnZero. The building of segments and their use within the platform makes targeting reports, plays, journeys, alerts, dashboards, you name it - so incredibly easy to do. It's also something our CSMs can be empowered to build themselves in private views, allowing me to no longer be a blocker on asks from my team.
Will Patterson | TrustRadius Reviewer

Totango

  • It does NPS surveys well.
  • It does segmented campaigns well as the different activity/engagement filters you can apply to a campaign make it easy to target specific groups in a scaleable way!
  • It provides the ability to store the history of client touchpoints in one place making internal account management transitions much easier.
Anonymous | TrustRadius Reviewer

Cons

ChurnZero

  • We have only come across very minor things that haven't been possible. For the most part, 99% of what we want to do is possible. The things we haven't been able to do have to do with sorting dashboard reports and seeing % of ChurnScores on a pie chart. Neither of which are deal-breakers but would be definitely nice to have. I have been in the SaaS industry for over 15 years on the sales/account management/customer success side. I went into this expecting to be disappointed during implementation on something that wouldn't be possible and I have been very pleasantly surprised to not have that experience.
Alaina Loori | TrustRadius Reviewer

Totango

  • Certain quality of life elements can be improved in some views and features.
  • It's a long shot but more features for prospecting new clients would be welcomed by my team.
  • There's room to improve some of the reporting features for my Senior Leadership Team.
Luke Johnson | TrustRadius Reviewer

Pricing Details

ChurnZero

General

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

Starting Price

ChurnZero Editions & Modules

Additional Pricing Details

Totango

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional

Starting Price

$0

Totango Editions & Modules

Edition
Community Edition$0
Starter$4992
  1. none
  2. per month
Additional Pricing Details

Likelihood to Renew

ChurnZero

ChurnZero 9.1
Based on 2 answers
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 8.6
Based on 7 answers
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
Alex Sandrea | TrustRadius Reviewer

Usability

ChurnZero

ChurnZero 8.0
Based on 66 answers
This is the area I'd say ChurnZero could improve on. I have a lot of minor issues with things like the email editor, finding the correct merge fields, or custom fields to select and use. It never causes significant problems, but still, improvements would be welcomed.
Ryan DeAngelo | TrustRadius Reviewer

Totango

Totango 8.1
Based on 95 answers
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.
Anonymous | TrustRadius Reviewer

Reliability and Availability

ChurnZero

ChurnZero 9.1
Based on 1 answer
Quick response by the CZ team.
Beatriz de Rosa Soares | TrustRadius Reviewer

Totango

Totango 9.7
Based on 4 answers
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
Anonymous | TrustRadius Reviewer

Performance

ChurnZero

ChurnZero 6.4
Based on 1 answer
No answer on this topic is available.

Totango

Totango 8.1
Based on 2 answers
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.
Anonymous | TrustRadius Reviewer

Support Rating

ChurnZero

ChurnZero 8.0
Based on 67 answers
The customer support is very responsive whenever you need help with something within the platform. I've never had a bad experience over my tenure at my current employer. They usually reply within 1 hour or less via email correspondence. Please keep up the good work with the customer support team, and we know it's not an easy one.
Zlatan Divjakinja | TrustRadius Reviewer

Totango

Totango 7.9
Based on 94 answers
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.
Janet Price | TrustRadius Reviewer

Online Training

ChurnZero

ChurnZero 7.3
Based on 2 answers
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

Totango 7.0
Based on 1 answer
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
Anonymous | TrustRadius Reviewer

Implementation Rating

ChurnZero

ChurnZero 6.4
Based on 1 answer
Sometimes, it can be hard to implement other systems to CZ.
Beatriz de Rosa Soares | TrustRadius Reviewer

Totango

Totango 10.0
Based on 23 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

Much more robust with plays, segmentation, and in-app messaging capabilities. Also, better sales experience. Churn Zero took the time to learn our business and that made our implementation more customized for us. There were also integrations to other systems that we use that other solution didn't have. Overall, ChurnZero felt like the most complete solution for end-to-end customer experience and success management.
Mike Holihan | TrustRadius Reviewer

Totango

We only briefly considered Gainsight and other customer success tools, but quickly abandoned those companies because of the hefty price tag. We recognized that this was something we needed, but did not yet have the funding to be able to pay a huge amount of money for the tool. Being able to get our feet wet and adopt Totango for free initially really benefited us. We were able to test things out, learn and make sure that this was something we wanted to use long-term.
Anonymous | TrustRadius Reviewer

Scalability

ChurnZero

ChurnZero 9.1
Based on 1 answer
Easy to escalate.
Beatriz de Rosa Soares | TrustRadius Reviewer

Totango

Totango 9.1
Based on 3 answers
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

  • ChurnZero has helped me save numerous customer accounts from churning. It also helps me understand how to re-engage distant customers. It's been crucial for managing accounts in onboarding or purchasing new products.
  • I do think my company is missing aspects of onboarding journey data regarding the types of journeys that take longer or having fields that would relate to why users are struggling to adopt the software and that would be helpful for the types of customers that I work with on a daily basis.
  • I really appreciate how ChurnZero alerts me of what journeys are falling behind, stuck, etc. It really does help to know if I've missed updating a task or if I need to reconnect with a user I haven't touched base with in awhile. This saves my company from losing customers and preventing customers from failing their journeys.
Chauntee Clark | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

Screenshots

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