ChurnZero vs Totango

• 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!

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• 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.

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• 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.

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• 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

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• 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.

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• 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.

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