What users are saying about
21 Ratings
95 Ratings
21 Ratings
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Score 8.7 out of 101
95 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 8 out of 101

Likelihood to Recommend

ClientSuccess

Client Success is well suited to both growing and established companies who know what they want and need to track for their clients. With the broad ability to support numerous accounts, have multiple users, and its custom success cycles to map a clients progress, it would be a great solution for any Client Success team. I think that teams that are unaware of what they need to track wouldn't find Client Success as useful, and organizations that require a large number of custom client descriptions and variables would find certain limitations a barrier to successfully using this tool.
Cameron Kinney profile photo

Totango

If you are beginning your customer success strategy and want have a lot of data to put together in a health rank you have to monitor frequently, Totango should definitely be considered. It has an easy implementation (for both offline/CSV data and easy integrations like segment.io) and an onboarding process. It will give you a fast answer about how your features and the product usage are impacting customer health. Also, after a contract renewal cycle, you will be able to improve your guess on what good and poor health really is for your customers.If you have trouble with unexpected churn and your forecast are still based on account managers' analysis, you should definitely get to know Totango and how it could help you not only with this matter but also with increasing your team productivity [that is] focusing on the risky accounts.On the other hand, if you already have a customer success department and a health rank/score implemented and are working fine with internal tools or other tools, you should analyse if Totango would represent a huge progress on your strategy or not.
Cecilia Prado profile photo

Feature Rating Comparison

Security

ClientSuccess
8.0
Totango
4.2
Role-based user permissions
ClientSuccess
8.0
Totango
4.2

Platform & Infrastructure

ClientSuccess
8.0
Totango
5.7
API
ClientSuccess
7.6
Totango
6.6
Integration with Salesforce.com
ClientSuccess
6.1
Totango
5.2
Integration with Marketo
ClientSuccess
9.1
Totango
5.4
Integration with Eloqua
ClientSuccess
9.1
Totango

Customer Data Extraction / Integration

ClientSuccess
7.4
Totango
6.8
Product usage
ClientSuccess
7.7
Totango
7.5
Help desk / support tickets
ClientSuccess
7.2
Totango
6.0

Customer Success Management

ClientSuccess
7.2
Totango
6.4
NPS surveys
ClientSuccess
7.3
Totango
Sponsor tracking
ClientSuccess
6.8
Totango
6.1
Customer profiles
ClientSuccess
8.3
Totango
7.9
Automated workflow
ClientSuccess
6.9
Totango
7.1
Internal collaboration
ClientSuccess
6.4
Totango
5.1
Customer health scoring
ClientSuccess
7.5
Totango
6.5
Customer segmentation
ClientSuccess
7.0
Totango
6.0

CSM Reporting & Analytics

ClientSuccess
7.3
Totango
6.5
Customer health trends
ClientSuccess
8.1
Totango
6.1
Engagement analytics
ClientSuccess
7.2
Totango
5.9
Revenue forecasting
ClientSuccess
6.2
Totango
7.0
Dashboards
ClientSuccess
7.7
Totango
7.2

Pros

ClientSuccess

  • Client Success allows our team to create the custom variables that we need to accurately describe and categorize our clients. This was something that was missing in our past tools, and it is extremely helpful for our team.
  • Their notification and alert system help both myself and my team stay on top of meaningful triggers and tasks. The great thing is that you are able to customize when you receive a notification, as well as who else on your team should be included.
  • Our company utilizes multiple contract types and income models, and Client Success has allowed us to track all of them in one location while also producing valuable reports based on each category.
Cameron Kinney profile photo

Totango

  • It monitors the usage of our application well - we can see who logs in and how frequently so we can make inferences as to how much value our customers are getting from our software
  • It records all communication effectively in a log format - you can even bcc emails to Totango and they're automatically logged
  • It stores and automates delivery of campaigns to our customers who are more "light touch" - we can see who opens the emails and if it moves the needle of app usage
No photo available

Cons

ClientSuccess

  • There are limitations on their suite of integrations. Currently, the support channel that we use (Groove) is not an available integration, so it limits our team's ability to gain insight into support tickets without channel switching.
  • The reporting in Client Success is robust, but fairly rigid and doesn't allow for fully custom reporting based on certain custom variables.
  • There is not the ability to produce a report based on client forecasting which makes certain board facing reports more manual.
Cameron Kinney profile photo

Totango

  • The way we implemented it, there were too many manual attributes to edit.
  • In our scenario, things were segmented by customer, but then individually by product within that customer. That was an added obstacle for daily use.
No photo available

Likelihood to Renew

ClientSuccess

No score
No answers yet
No answers on this topic

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 profile photo

Usability

ClientSuccess

No score
No answers yet
No answers on this topic

Totango

Totango 7.5
Based on 5 answers
Because it's good.
John Abraham profile photo

Reliability and Availability

ClientSuccess

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 profile photo

Support

ClientSuccess

ClientSuccess 10.0
Based on 1 answer
They are SUPER responsive...even for late night inquiries.
Cale Conry profile photo

Totango

Totango 5.7
Based on 2 answers
Because of heavy issues, we lose track of one thing and then end up with so many other things.
John Abraham profile photo

Implementation

ClientSuccess

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 profile photo

Alternatives Considered

ClientSuccess

Before we evaluated ClientSuccess, we took a look at Gainsight. It is a power customer success tool and it definitely covered all the features a Customer Success team could need, but ultimately we selected ClientSuccess as a better fit for our company where we were at the present. Gainsight was extensive and we felt we didn't need the amount of firepower it provided for the cost
No photo available

Totango

totango is a world wide famous tool. It is costly; costly things are worth it most of the time. Our company is SaaS based and doctors are our customers. We need to manage them without fail. Totango is helping a lot with this. We have 3000 customers and we need to keep track of each and everyone one of them on a regular basis. We even need to keep track past interaction history and Totango helps us with this
No photo available

Scalability

ClientSuccess

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 profile photo

Return on Investment

ClientSuccess

  • ClientSuccess has primarily served as a time-saver, making us more efficient on managing our day-to-day engagement with customers, and this has helped us to become more productive and innovative with other projects that create more value for our customers.
  • I believe that ClientSuccess could provide great insight for focusing on growth and improvement on an executive level if we utilized the reporting function more frequently. Currently our team has yet take advantage of this feature.
No photo available

Totango

  • Easier to track revenue opportunities for a non-sales-focused team
  • Allows other teams to view customer status and get real-time updates for being able to continue support and sales process
No photo available

Screenshots

ClientSuccess

Pricing Details

ClientSuccess

General

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

Totango

General

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

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