What users are saying about
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Top Rated
137 Ratings
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Top Rated
300 Ratings

ChurnZero

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Top Rated
137 Ratings
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Score 8.3 out of 100

Totango

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Top Rated
300 Ratings
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Score 8 out of 100

Likelihood to Recommend

ChurnZero

ChurnZero simplifies many of the client journeys, like Onboarding and Renewal processes. It is also a great home for all [the] data about a specific client. It is also [well] suited for repetitive emails [and] tasks, as it can automate them for team members. ChurnZero can also alert you of upcoming events within your account or recent account changes. It [...] also [helps] you track anticipated churn or account growth.
Anonymous | TrustRadius Reviewer

Totango

Totango facilitates the sales to customer success handoff ensuring that we have all the information necessary to ensure a complete and thorough onboarding. Once the customer is handed over to our Customer Success tea, Totango helps provide insights on how we are doing as a team, how certain accounts are performing, how an individual member of our team is performing etc. Totango has really allowed us to both see the big picture metrics, narrowed picture as well.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Security

ChurnZero
8.2
Totango
8.0
Role-based user permissions
ChurnZero
8.2
Totango
8.0

Platform & Infrastructure

ChurnZero
8.5
Totango
8.0
API
ChurnZero
8.5
Totango
7.9
Integration with Salesforce.com
ChurnZero
8.4
Totango
7.7
Integration with Marketo
ChurnZero
Totango
8.3

Customer Data Extraction / Integration

ChurnZero
8.2
Totango
6.9
Product usage
ChurnZero
8.2
Totango
7.2
Help desk / support tickets
ChurnZero
8.2
Totango
6.5

Customer Success Management

ChurnZero
8.2
Totango
7.5
NPS surveys
ChurnZero
8.5
Totango
7.3
Sponsor tracking
ChurnZero
7.4
Totango
6.1
Customer profiles
ChurnZero
8.2
Totango
8.0
Automated workflow
ChurnZero
8.6
Totango
7.4
Internal collaboration
ChurnZero
7.5
Totango
7.5
Customer health scoring
ChurnZero
8.6
Totango
7.6
Customer segmentation
ChurnZero
8.8
Totango
8.5

CSM Reporting & Analytics

ChurnZero
8.1
Totango
7.5
Customer health trends
ChurnZero
8.3
Totango
7.7
Engagement analytics
ChurnZero
8.2
Totango
7.7
Dashboards
ChurnZero
7.6
Totango
7.7
Revenue forecasting
ChurnZero
Totango
7.0

Pros

ChurnZero

  • Mass communication: ChurnZero helps us quickly and efficiently communicate important information to all of our accounts at once without making it seem like it's coming from some generic marketing team (all love to my marketing friends out there!)
  • Usage data: By being able to sync our customer's product usage with ChurnZero, it allows the customer success team to be proactive with accounts that may be declining in app usage to try and re-engage. Or it can help us identify who is really using our product well and reach out to them to hopefully gain a reference or case study.
  • Note-taking and activity logging: ChurnZero has made it super easy to take notes and log activities for the many accounts we manage. It seems like on nearly every page within the app, there is a function to quickly add a note or create a task for follow up. This allows to really live within the product and easily access notes from past meetings and follow up on tasks that are due soon for our customers.
James O'Neal | TrustRadius Reviewer

Totango

  • The ability to segment data is huge. It is all dependent on the data you send in, but once the data connection is made, it is amazing to be able to see different segments of accounts.
  • SuccessPlays are crucial. Before we were using a spreadsheet for cadence and outreach to customers, but being able to have these automatically populate into the workflow is such a timesaver and eliminates some of the manual mistakes.
  • The data modular is super powerful. It allows us to create custom attributes and pass those into the system. There is also a wide array of integration methods.
Anonymous | TrustRadius Reviewer

Cons

ChurnZero

  • Too much functionality; the system is very robust and requires some time and playing around to get used to.
  • We would love to see user data on a more granular level, but this is a feature that we have not enabled yet.
  • We took a long time to implement ChurnZero, but this was a failure on our organization, not on ChurnZero's side.
  • Our first CSM was okay, but not the greatest, he was replaced before we went live with our new CSM, Chase, who is fantastic!
Greg Watkins | TrustRadius Reviewer

Totango

  • The integration with zendesk is not robust, and would be helpful to have additional information that you can pull over.
  • The layout of the success blocs sometimes makes it difficult to solve problems that exist across multiple success blocs.
  • Currently you can not attach an asset to a success play. It would be helpful to do so.
Anonymous | TrustRadius Reviewer

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 7.5
Based on 4 answers
We like the tool enough to keep it in the long run. It does what we need it exactly to do, and I think there's still a lot for us to uncover in terms of its capabilities. There are a lot of functions we want to take the time to learn, but we've been strapped on resources so are just staying afloat.
Anonymous | TrustRadius Reviewer

Usability

ChurnZero

ChurnZero 8.0
Based on 21 answers
ChurnZero has a massive variety of features, but it takes time and dedication in setting up the platform. Fortunately, ChurnZero's support model is very helpful in setting everything up.Once the platform is part of the process and everyone on board understands it, it adds great value to our CS work.
Maximilian Celebi | 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 9.0
Based on 2 answers
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

Performance

ChurnZero

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

Totango

Totango 6.0
Based on 1 answer
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 8.8
Based on 21 answers
Their customer success team and implementation team are fantastic, and always happy to help.I've not had the best responses from their support team, but I've also not asked the most of them so far. I can't judge their entire team based on the interactions with them that I've had so far
Anonymous | TrustRadius Reviewer

Totango

Totango 7.8
Based on 92 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 7.5
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 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

The in-app messaging based on certain segments was the key differentiator. Also, while they are growing as an organization and expanding their portfolio of customers, they are extremely receptive to product suggestions, most of our suggestions we have given them have been implemented and prioritized to the best of their ability.
Anonymous | TrustRadius Reviewer

Totango

Totango is CRM centric and we can clearly see how it's built. We use Totango alongside Zendesk for support, but we still link everything to Totango. Hubspot on the other hand is more marketing and campaigns focused and we're able to achieve the same results on Totango. Totango's seamless integration with Salesforce creates a frictionless transition from pre-sales to post-sales teams.
Ramon Lapitan | TrustRadius Reviewer

Scalability

ChurnZero

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

Totango

Totango 7.0
Based on 2 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

  • Health scores allowed us to measure accounts health and fix issues with accounts at risk due to low usage.
  • Our product team is able to use the activities/events reports to prioritize dev tasks in an efficient way, focusing on features that drive more value and therefore to allocate resources while managing the efforts and costs associated.
tal horovits | TrustRadius Reviewer

Totango

  • Reduction in cross departmental questions (eg: has this customer put in any tickets? when did we last contact customer x?) because all the info is centralized.
  • Can't say tangibly that it has helped in retention, but anecdotally we feel a much better sense of which customers are at risk because of their health, or lack of usage, etc. There are far less surprises.
Anonymous | 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
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional

Rating Summary

Likelihood to Recommend

ChurnZero
8.6
Totango
7.9

Likelihood to Renew

ChurnZero
9.1
Totango
7.5

Usability

ChurnZero
8.0
Totango
8.1

Reliability and Availability

ChurnZero
9.1
Totango
9.0

Performance

ChurnZero
6.4
Totango
6.0

Support Rating

ChurnZero
8.8
Totango
7.8

In-Person Training

ChurnZero
6.4
Totango

Online Training

ChurnZero
7.5
Totango
7.0

Implementation Rating

ChurnZero
6.4
Totango
7.1

Scalability

ChurnZero
9.1
Totango
7.0

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