For SaaS products, Gainsight's product experience software enables companies to track every step of their user's journey and fully understand how they're interacting with a product over time.
$0
100 or less MAUs (Monthly Active Users)
Totango
Score7.9 out of 10
N/A
Totango is an enterprise customer success platform designed for B2B software and recurring-revenue organizations to manage customer retention, track account health, and automate lifecycle workflows. The platform consolidates product telemetry, financial data, support interactions, and CRM records into a central hub to give cross-functional teams visibility into customer adoption and expansion opportunities.
N/A
Pricing
Gainsight PX
Totango
Editions & Modules
Starter (Free)
$0
100 or less MAUs (Monthly Active Users)
Starter
Starting at $400/M
500+ MAUs (Monthly Active Users)
Growth
Custom
Per MAUs (Monthly Active Users) and more
No answers on this topic
Offerings
Pricing Offerings
Gainsight PX
Totango
Free Trial
Yes
No
Free/Freemium Version
Yes
No
Premium Consulting/Integration Services
Yes
Yes
Entry-level Setup Fee
No setup fee
Optional
Additional Details
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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.
More Pricing Information
Community Pulse
Gainsight PX
Totango
Considered Both Products
Gainsight
No answer on this topic
Totango
Verified User
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
It’s a robust tool that allows you to easily map and track key features and actions within your products. It also allows for in app communications to help guide the user through the path you want them to follow. The ability to connect with Gainsight CS also allows you to leverage that data to drive actions for the account team, incorporate it in health scoring, and use it to trigger digital programs. You do need a well thought out strategy for management of the platform, the data and how you will use it.
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.
Gainsight PX provides powerful segmentation capabilities to help marketers target the right customers with the right message. Through its segmentation capabilities, Gainsight PX enables marketers to create custom segments based on user behavior, demographics, and other criteria to ensure that the right message is delivered to the right customer.
Gainsight PX offers robust analytics capabilities to help marketers gain insights into customer behavior and engagement. Through its analytics capabilities, Gainsight PX enables marketers to track user engagement, identify customer trends, and gain insights into customer behavior.
Gainsight PX provides an intuitive user interface to help marketers quickly and easily create and manage campaigns. Through its user interface, Gainsight PX enables marketers to create and manage campaigns with ease, allowing them to quickly launch campaigns and track their progress.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Dashboards. There is no way to provide notes to others which would be very beneficial in consuming data across a team. Lacking functionality - no resizing, no organization options, run into bugs when using it frequently, overall hard to design a layout that is easy to follow.
No way to identify what features/elements are being used but aren't tagged. This would be a huge value add.
Retention Analyzer. Default view doesnt allow for filtering and includes test data. In our case this doesnt allow for a true comparison between two segments.
Segments. You can't use segments in areas you should be able to. I shouldnt have to recreate a segment as a saved filter.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
It is a good product, but like with every product, there is room for improvement or even just things I, as a user, would prefer, such as the ability to click on a company and have it go to Salesforce instead of Insight. It can also be difficult to find certain reports.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
I have not had to contact support frequently but when I have I used the chat and my questions were answered immediately. I've also used their knowledge center, help documentation and training videos which are all very thorough. The support we've received from our Customer Success Manager has been helpful as well.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Heap has a great value proposition and very nice user experience. But it lacks the clear funnel analysis that Gainsight PX provides. Plus Heap also does not have integration with a lot of CRMs and Customer data platforms. Also, Additionally if you go in the market to find Heap implementors or SI vendors, you won't find any.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Allow us to integrate actual product usage with Salesforce.
Too much developer time went into it, especially when the premise was that this was mostly going to be handled by the Product team. This was mostly because the Gainsight PX event editor doesn't support more complex querying on events.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
