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 CS
Totango
Editions & Modules
Subscription
$2,500
Per Company Per Month
No answers on this topic
Offerings
Pricing Offerings
Gainsight CS
Totango
Free Trial
No
No
Free/Freemium Version
No
No
Premium Consulting/Integration Services
Yes
Yes
Entry-level Setup Fee
Required
Optional
Additional Details
—
Each 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.
Our evaluation process was very short so we only had one demo with each company. There were a few features with Totango which we liked but the references we received pushed us to Gainsight. We are extremely happy with our choice.
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
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 …
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.
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 …
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, …
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 …
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 …
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 …
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.
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 …
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.
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.
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.
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.
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 …
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 …
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 …
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.
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 …
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 …
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.
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 …
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).
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 …
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).
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 …
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.
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 …