Gainsight CS vs. Totango

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Gainsight CS
Score 8.8 out of 10
Mid-Size Companies (51-1,000 employees)
Gainsight’s customer-centric technology aims to drive the future of customer success. The company’s Customer Cloud offers a set of solutions focused on customer success, product experience, revenue optimization, customer experience, and customer data, that together are designed to enable businesses to put the customer at the center of everything they do. The vendor states that companies that use Gainsight grow net retention by up to 33 percent. Learn how leading companies like Okta, SAP Concur,…
$2,500
Per Company Per Month
Totango
Score 8.5 out of 10
N/A
Totango customer success software, now with Catalyst, helps enterprise businesses and cross-functional teams accelerate customer outcomes in productivity, retention, and expansion. Totango and Catalyst will become a unified product, following the merger in February 2024.N/A
Pricing
Gainsight CSTotango
Editions & Modules
Subscription
$2,500
Per Company Per Month
No answers on this topic
Offerings
Pricing Offerings
Gainsight CSTotango
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesYes
Entry-level Setup FeeRequiredOptional
Additional DetailsEach package gives teams a 360° customer account profile, customer health scoring, customer journey program templates (SuccessBLOCS), automated workflows (SuccessPlays), email campaigns, self-paced onboarding, and customer support.
More Pricing Information
Community Pulse
Gainsight CSTotango
Considered Both Products
Gainsight CS
Chose Gainsight CS
I have used Natero and Totango. Gainsight was more complicated to install but with really good documentation. Natero was easy to get up and running and use the health scorecard but intergrating was COMPLICATED! it is very easy to integrate other applications within Gainsight
Chose Gainsight CS
Your competitor field wouldn't let me list Salesforce as a standalone product to use. People/companies still use it for customer success management and I've used it in prior companies to in the early days. I saw an earlier version of Totango. I recall Gainsight's UI and …
Chose Gainsight CS
We have not tried any other product. We did an evaluation of Gainsight and Totango, however, the integration with Gainsight in our Salesforce instance was the overall decision.
Chose Gainsight CS
We used Totango in the past and Gainsight was attractive with how robust their tool was and how well it integrated with SFDC.
Chose Gainsight CS
We found Gainsight's functionality to be better suited to our needs. We used Totango when our organization was less mature. We felt that Gainsight offered a wider range of functionality that would be able to grow with us, whereas we ultimately would have had to leave Totango
Chose Gainsight CS
Gainsight's integration tools were much better than the others. Totango has a very nice user interface, but didn't have the structure to handle our variety of customer (small to very large). Totango also required the use of other 3rd party tools as they hadn't built their own, …
Chose Gainsight CS
Gainsight is a much more robust tool than Totango and offers many more features with more capabilities. However, implementing and managing it is much more time consuming and technical. One key advantage for Gainsight is that it lives in Salesforce, whereas with Totango you …
Chose Gainsight CS
We went with Gainsight above Totango or ChurnZero primarily because of the maturity of their organization. They are the market & thought leaders on Customer Success management and we wanted that in our corner when maturing our own CS organization. Gainsight is also the most …
Chose Gainsight CS
We started with Totango as it was seemingly a much more simple implementation, and it was definitely user-friendly, however ultimately the lack of flexibility was not going to work for us. I also attended demos of the other major players such as Amity and generally found they …
Chose Gainsight CS
Gainsight has more features and better community/ thought leadership. We purchased it three years ago so I can’t remember all the details :). We did take a look at Totango again recently but their support was not on par with sour standards.
Chose Gainsight CS
The only other CSP I've used is Totango, and I felt it was a much less mature product. That was years ago; things could be different now.
Chose Gainsight CS
The kind of integration options that we have and the support team that provides us the assistance when ever it is needed.
Chose Gainsight CS
Gainsight has always been the leader in the industry, in my opinion. While a lot more expensive that their competitors, the tool seems to have a better UI and functionality that support the CS organization. My prior employer had a very good implementation of Gainsight and it's …
Chose Gainsight CS
The ease of use, UI, and customer support. It seems like every employee is very well versed with the usage of Gainsight.
Chose Gainsight CS
My companies both chose Gainsight before I arrived, so I was not part of that process. I have evaluated ChurnZero outside of the process and I think it's a great tool - maybe more so for smaller companies.
Chose Gainsight CS
More robust partnership at each level than the alternatives were able to offer. Prescriptive approach was critical to success. The community was a meaningful value add. Overall - Gainsight's clearly the market leader, with attractive pricing, partnership, and lots of resources.
Chose Gainsight CS
We liked Gainsight's interface more, and the integration into salesforce was more user friendly for our teams. Ultimately this is why we selected Gainsight.
Chose Gainsight CS
3 key reasons - more comprehensive functionality, more engaged sales process and local (UK based team).
Chose Gainsight CS
We chose Gainsight because of the seamless integration with Salesforce and the reviews we had from other users describing the great customer experience provided by Gainsight, which has lived up to the hype.
Chose Gainsight CS
Gainsight has more of a presence in the CSM industry and their culture was a much better match for us.
Totango
Chose Totango
Our organization has successfully unlocked more value from Totango than I've seen with the two other CS platforms I've used at prior organizations
Chose Totango
All systems have positives and negatives but Totango fit immediate needs best
Chose Totango
Totango's UI is clean, very easy to find whatever you need on the account. Its ability to search using the company domain of a customer definitely saves time and effort instead of switching to other databases. It also allows me to view my task on a weekly basis instead of …
Chose Totango
I think Totango has features and implementation very similar to top-of-the-line CRMs but is easier to implement. Its incredibly visibly pleasing and out-of-the-box dashboards make it easy to get immediate visibility into your customer landscape. They also have a great customer …
Chose Totango
I was not part of the evaluation of ClientSuccess in detail, but the main thing we liked as an advantage of ClientSuccess was the customer lifecycle stages. For the Gainsight comparison, our data could be ingested better with Totango which is why the decision was made to move …
Chose Totango
Better price/quality ration.
Chose Totango
Totango felt like a great option that was beyond entry-level, but not a sledgehammer for a nail for what, at the time, was a brand new Customer Experience team being formed.
Chose Totango
Totango is so much better than Gainsight. The ease of logging a touchpoint, the ability to measure impact, and review metrics at a glance have made it much easier to understand areas of need for clients and a simple and easy way to access the tool. Hands down - a much better …
Chose Totango
The only other product we seriously looked at was Gainsight. It had all the features we were looking for, but the high price tag deterred us. As a startup, we want to ensure that we are lean and utilizing our resources in a smart way. The ability to start building out Totango …
Chose Totango
I think Totango is comparable to these other products. I felt like the integration with Salesforce was more efficient when using Gainsight compared to Totango.
Chose Totango
User Interface - Totango is very intuitive, doesn't take long as a CSM to get familiar with it.
Ability to create segments and reports.
Chose Totango
User Friendly, Simple, Reliable, Customer-First Centric
Chose Totango
The best thing about gain sight was the ability to customize views, create widgets, and have weighted health. Weighted health is a huge factor and we really need this for our business use case. We have not explored the revenue center within Totango but that is one of our goals …
Chose Totango
Totango has a lot of the features that Gainsight has, but it's a lot cheaper.
Planhat was a good alternative to Totango a year ago, but Totango made a lot of improvements the last year that make it hard to compete with them (in my opinion).
Chose Totango
Because our company does not use Salesforce, Gainsight was difficult to implement and keep updated. With Totango being built on its own architecture we will more easily able to implement the product and got value within 60 days versus very little value with Gainsight in over a …
Chose Totango
Gainsight is great, but it is geared more for a larger enterprise company with a high volume of customers. Totango is more geared toward teams/companies like ours where our team has 40 employees (not thousands).
Chose Totango
I selected Totango for the ease and speed of growing within the platform. The fact that it could connect easily to Salesforce and also have a javascript to connect in our software to get the usage data made the difference. And of course, the price was just perfectly within our …
Chose Totango
I liked Gainsight's directly-in-Salesforce architecture better, but it's cost structure and heavy maintenance made it more difficult. Totango is definitely on the right track but lagging 1-2 years behind Gainsight in key functionality.
Chose Totango
Totango has an easier visual design, and we weren't looking for a tool with all of the bells and whistles that Gainsight had to offer. Gainsight does have a lot of power when it comes to setting up projects relating to the customer lifecycle, but for our team, we're just …
Chose Totango
I prefer totango over Gainsight as it’s more intuitive and although the app could use some minor improvements, it’s all very user friendly.
Top Pros
Top Cons
Features
Gainsight CSTotango
Security
Comparison of Security features of Product A and Product B
Gainsight CS
9.7
169 Ratings
8% above category average
Totango
8.5
182 Ratings
5% below category average
Role-based user permissions9.7169 Ratings8.5182 Ratings
Platform & Infrastructure
Comparison of Platform & Infrastructure features of Product A and Product B
Gainsight CS
8.7
211 Ratings
0% above category average
Totango
7.9
216 Ratings
9% below category average
API8.9126 Ratings6.7149 Ratings
Integration with Salesforce.com9.0210 Ratings8.0173 Ratings
Integration with Marketo7.749 Ratings9.035 Ratings
Integration with Eloqua9.220 Ratings00 Ratings
Customer Data Extraction / Integration
Comparison of Customer Data Extraction / Integration features of Product A and Product B
Gainsight CS
8.5
211 Ratings
4% below category average
Totango
7.5
247 Ratings
16% below category average
Product usage9.2200 Ratings7.7243 Ratings
Help desk / support tickets7.8169 Ratings7.4160 Ratings
Customer Success Management
Comparison of Customer Success Management features of Product A and Product B
Gainsight CS
8.5
223 Ratings
0% below category average
Totango
7.6
260 Ratings
11% below category average
NPS surveys8.5174 Ratings8.1124 Ratings
Sponsor tracking7.7165 Ratings6.16 Ratings
Customer profiles9.0200 Ratings7.8251 Ratings
Automated workflow9.2214 Ratings8.4240 Ratings
Internal collaboration7.8201 Ratings7.1226 Ratings
Customer health scoring8.8216 Ratings7.5253 Ratings
Customer segmentation8.7182 Ratings8.3243 Ratings
CSM Reporting & Analytics
Comparison of CSM Reporting & Analytics features of Product A and Product B
Gainsight CS
8.8
221 Ratings
5% above category average
Totango
7.5
254 Ratings
11% below category average
Customer health trends8.8203 Ratings7.6243 Ratings
Engagement analytics9.2179 Ratings7.8229 Ratings
Revenue forecasting8.6111 Ratings7.0175 Ratings
Dashboards8.7218 Ratings7.7237 Ratings
Best Alternatives
Gainsight CSTotango
Small Businesses
Intercom
Intercom
Score 8.7 out of 10
Intercom
Intercom
Score 8.7 out of 10
Medium-sized Companies
CustomerSuccessBox
CustomerSuccessBox
Score 9.5 out of 10
CustomerSuccessBox
CustomerSuccessBox
Score 9.5 out of 10
Enterprises
Cisco Webex Experience Management (discontinued)
Cisco Webex Experience Management (discontinued)
Score 8.9 out of 10
Cisco Webex Experience Management (discontinued)
Cisco Webex Experience Management (discontinued)
Score 8.9 out of 10
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User Ratings
Gainsight CSTotango
Likelihood to Recommend
8.9
(228 ratings)
8.3
(261 ratings)
Likelihood to Renew
6.8
(14 ratings)
7.4
(8 ratings)
Usability
8.7
(25 ratings)
8.6
(95 ratings)
Availability
8.2
(1 ratings)
9.9
(3 ratings)
Performance
6.4
(1 ratings)
8.8
(2 ratings)
Support Rating
9.0
(134 ratings)
8.0
(93 ratings)
Online Training
5.5
(2 ratings)
7.0
(1 ratings)
Implementation Rating
6.3
(6 ratings)
10.0
(12 ratings)
Configurability
6.4
(1 ratings)
8.2
(4 ratings)
Ease of integration
-
(0 ratings)
8.0
(8 ratings)
Product Scalability
7.3
(1 ratings)
9.8
(3 ratings)
Vendor post-sale
6.4
(1 ratings)
8.0
(1 ratings)
Vendor pre-sale
-
(0 ratings)
8.0
(1 ratings)
User Testimonials
Gainsight CSTotango
Likelihood to Recommend
Gainsight
Gainsight CS is well suited for SaaS and Managed Services companies looking to have a centralized log of all their customer interactions and analysis of those customers' health so that CS and AM teams can be the best champions for their customers and interactions are not happening in silos. The new AI functionality being rolled out will have a massive impact on CSM's ability to manage time and add value.
Read full review
Totango
for a CSM it´s marvelous, you have in one window everything,the agenda for your day by day work, the workload you have in a day,all the customers database and call history added by tasks and toutch points, the to do thing in each customer you know what to do next, with renewal you hace an digital engadgement with customers inform they need to renew in order to keep using the app.
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Pros
Gainsight
  • Gainsight's Data Designer is a powerful tool that allows you to create new tables/data sets from different sources (Create a new table by merging Snowflake, SFDC and Gainsight data that you can use for reporting or be the engine of calls to actions)
  • The health score is great! with good data and the right workflows in place, you can easily create automated health scores by your desired segmentation
  • Journey Orchestrator is the best 1:M outreach tool I have seen from any CSP. Very flexible and comprehensive. Can also support surveys! JO can be used for all segments, not just your digital segments!
  • Gmail/Outlook integration - Our CSMs love that you can send an email and attach it to the gainsight account. You can also create a meeting note in Gainsight and email it to your customers!
  • Calls to Action/Playbooks are very customizable, interoperable with SFDC and a great way for CSMs to keep on top of their work and also a great tool for reporting outcomes and CSMs work throughout the year
Read full review
Totango
  • Enables us to easily send and collect NPS & CSAT scores regularly.
  • Syncs with HubSpot to bring in updated client data and deals automatically.
  • Allows us to manage clients based on health score which is multi-dimensional.
  • I can log touch points directly in Totango from Gmail so easily..
  • As we improve and develop our non SaaS business client experience, Totango continues to develop more functionality that we can benefit from.
Read full review
Cons
Gainsight
  • Would love to see a Gainsight OPs/Admin checklist that guides CS Ops team through specific pieces of information needed to execute specific playbooks (best practices)
  • When creating reports, sometimes it's difficult to find the correct variable that you are looking for as it's nested under various categories
  • Would love ability to "heatmap" specific individual customer engagement based on CSM inputted customer contacts at meetings
  • Would love to see more analysis on engagements - how often, how frequent - built into the product
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Totango
  • Integrations -- in my experience, they constantly break and disconnect.
  • Implementation -- I feel it was a HUGE challenge to set-up our environment. It took over 200 hours and it didn't work.
  • Communication -- during implementation/onboarding, in my opinion, we were mislead on how to create some of our custom data objects and it ended up being a big waste of time since the approach we were instructed to use ended up being incorrect.
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Likelihood to Renew
Gainsight
Gainsight offers a level of support that I've not experience before. They will work with you to come up with a solution to a problem - or help match you with another client that has a similar setup as you to get their feedback. Also the functionality that we have built within the software works for us. It's 'easy' to use (once you get the hang of it) and our users rather enjoy working in the software.
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Totango
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
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Usability
Gainsight
I give it this score based on the implementation at my current employer. I don't know if it could be higher based on if the implementation went better, or if there is something on the vendor side that could help. If this were asked at my previous employer, I would have given it a score of 9 or 10.
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Totango
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.
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Reliability and Availability
Gainsight
No answers on this topic
Totango
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
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Performance
Gainsight
There are some times when it can take almost a minute to load some of our reports or the rules engine. Within a rule it can also take time to load the actions as they each load one at a time when scrolling. The ability to scroll without waiting would be ideal
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Totango
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.
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Support Rating
Gainsight
The CSMs are very hands-on and helpful, both Elaine and Lane have provided a lot of guidance and value over the years. Support is responsive and will jump on things as needed. The thought leadership and community is probably the most valuable part of our support from Gainsight.
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Totango
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.
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Online Training
Gainsight
The online videos are very good for basic tasks in the platform, but it isn't very descriptive or helpful trying to make your own specific variables fit the simple example that is typically used. Typically, I'll watch a video, try on my own and still have to get help from support or Customer Success team
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Totango
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
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Implementation Rating
Gainsight
I was not part of the implantation (I took over later). However, based on what was passed to me, the tool was not well implemented at our org. I think this had to do with complexity, wrong person assigned in our org, and org buy-in. I think it would have been very successful if we had a better assignment process internally.
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Totango
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.
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Alternatives Considered
Gainsight
We went through an evaluation of ChurnZero, which did not have the ability to pull in usage from complex data sets or to visualize it natively. ChurnZero did not offer the ability to run surveys or NPS which would have required additional tooling and investment
Read full review
Totango
Pipedrive is a great CRM for Sales purposes but it doesnt give much tools for CX management. Totango is all the opposite, it is an excellent product for Customer Management . We currently use both platforms integrated with each other and it gives great results to both Sales and Customer Success teams
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Scalability
Gainsight
No answers on this topic
Totango
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
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Return on Investment
Gainsight
  • We increase account coverage by more than 20% through the tools within Gainsight CS to generate actions for our CSMs to prioritize accounts.
  • Now that we are using Success Plans, we are seeing 65-75% of customer outcomes realized within a 12-month period. This was something we weren't able to track before.
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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.
Read full review
ScreenShots

Gainsight CS Screenshots

Screenshot of Get notified when your sponsor moves with our social media tracker - Sponsor TrackingScreenshot of Get more face time with your customers with 60 second videos - GsnapScreenshot of Automate Calls-to-Action on customer risks, opportunities and lifecycle events, better prioritize tasks with AI-driven priority scoring and follow a step-by-step playbook to deliver a consistent, best-in-class customer experience.Screenshot of Our collection of best practice-based solutions can be deployed within your Gainsight instance to help you move quickly and realize value fasterScreenshot of Design dynamic, multi-step customer journeys that blend human and digital touchpoints to deliver personalized engagement at scale. Analyze data at every step and adjust to each customer's behavior to more effectively deliver the outcomes your customers desire.Screenshot of Organize your team’s activities around your customer's key objectives. Collaborate directly with customer stakeholders to realize their desired outcomes and demonstrate how your efforts translate to results.

Totango Screenshots

Screenshot of collaboration tools to manage a customer portfolioScreenshot of a 360° view of customer healthScreenshot of the dashboard to monitor customer metricsScreenshot of an engaging in-app experiences and email campaigns to improve customer retentionScreenshot of integrated data in the Customer Data Hub