What users are saying about
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Top Rated
347 Ratings
95 Ratings

Gainsight

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Top Rated
347 Ratings
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Score 8.5 out of 101
95 Ratings
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Score 8 out of 101

Likelihood to Recommend

Gainsight

I feel like this is very similar to the last two questions... What I like:CTASHeath ScoreRules EngineFlat architecture What needs work: User interface
✔Robert Riegel profile photo

Totango

Great for CSM and Client Services teams. Can help increase collaboration with Sales side. Really helps frame out how CSMs should be spending time and definitely helps with what clients to focus on. Has allowed us to stop focusing last minute on renewals and get a longer view to catch potential churn.Not really a "Support" software or [meant to] take the place of something like Zendesk.
Stephen Wilson profile photo

Feature Rating Comparison

Security

Gainsight
7.9
Totango
4.2
Role-based user permissions
Gainsight
7.9
Totango
4.2

Platform & Infrastructure

Gainsight
8.2
Totango
5.7
API
Gainsight
7.9
Totango
6.6
Integration with Salesforce.com
Gainsight
9.7
Totango
5.2
Integration with Marketo
Gainsight
8.0
Totango
5.4
Integration with Eloqua
Gainsight
7.3
Totango

Customer Data Extraction / Integration

Gainsight
8.2
Totango
6.8
Product usage
Gainsight
8.6
Totango
7.5
Help desk / support tickets
Gainsight
7.8
Totango
6.0

Customer Success Management

Gainsight
8.9
Totango
6.4
NPS surveys
Gainsight
9.3
Totango
Sponsor tracking
Gainsight
8.0
Totango
6.1
Customer profiles
Gainsight
9.3
Totango
7.9
Automated workflow
Gainsight
8.4
Totango
7.1
Internal collaboration
Gainsight
8.1
Totango
5.1
Customer health scoring
Gainsight
9.7
Totango
6.5
Customer segmentation
Gainsight
9.3
Totango
6.0

CSM Reporting & Analytics

Gainsight
9.1
Totango
6.5
Customer health trends
Gainsight
9.4
Totango
6.1
Engagement analytics
Gainsight
8.9
Totango
5.9
Revenue forecasting
Gainsight
9.2
Totango
7.0
Dashboards
Gainsight
9.0
Totango
7.2

Pros

Gainsight

  • Gainsight provides the availability of bringing in product usage data so that we can use that data to trigger actions such a touch points and follow ups between us and the client.
  • Gainsight provides to ability to create a scorecard for client health. This incorporates the data we have coming in from our product as well as data we already have within Salesforce and use this to provide a grade for specific measures that all add up to an overall client health score. This functionality has had a large impact for our organization.
  • Gainsight has great customer support. When you are with Gainsight you have the chance to have a Client Success Manager as well as a dedicated Support Representative. This is awesome because your Client Success Manager helps you with the bigger pictures and addressing the business problems you want solved and your dedicated support rep helps you along the road with any technical support you need (which they learn about what you do and the way you use the system so over time they are even better at helping answer your unique questions).
Colleen Fleming profile photo

Totango

  • 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.
Stephen Wilson profile photo

Cons

Gainsight

  • Gainsight is always releasing great updates and new product features. When updates and features do come out you can tell that they are thought through but sometimes wish they were a little more robust. It is understood that it does take time for these features to become more robust and Gainsight is really great on listening to customer feedback so needs are typically met at some point.
Colleen Fleming profile photo

Totango

  • While the TouchPoints are flexible, they display on the date entered in. This assumes that all TouchPoints are put in when they are being done. Would like to see them allow the ability to backdate TouchPoints.
  • Report setup is a bit quirky. Not bad, but you have to wrap your head around how they do it.
  • Would like to see more chart options, but this is me being geeky.
Stephen Wilson profile photo

Likelihood to Renew

Gainsight

Gainsight 8.7
Based on 13 answers
It's sticky...not sure how we would operate without it
Mark Eaton profile photo

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

Gainsight

Gainsight 7.4
Based on 11 answers
Using the tool I don't think is very difficult. I do think there is a major learning cover to support and stand the tool up. There is a lot to learn when first getting started with MDA tables and rules. But once you get one or two under your belt they are very repeatable and easy to use.
Vinny Poliseno profile photo

Totango

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

Reliability and Availability

Gainsight

Gainsight 8.2
Based on 1 answer
No answer on this topic is available.

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

Performance

Gainsight

Gainsight 6.4
Based on 1 answer
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
Greg Haugen profile photo

Totango

No score
No answers yet
No answers on this topic

Support

Gainsight

Gainsight 8.7
Based on 103 answers
Gainsight has great customer support. You have your CSM and a designated support rep. Along with this there is an online community where other Gainsight admins can talk to each other and get advice on issues or problems they are facing. Gainsight also has an "university" where you can watch tutorials as well as sign up for live trainings on certain features of the system.
Colleen Fleming 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

Online Training

Gainsight

Gainsight 5.5
Based on 2 answers
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
Greg Haugen profile photo

Totango

No score
No answers yet
No answers on this topic

Implementation

Gainsight

Gainsight 7.0
Based on 6 answers
We worked with an amazingly supportive team.
Jen Jackson profile photo

Totango

Totango 7.1
Based on 11 answers
Not much since the implementation is still under progress. It takes lot of time to do so, I will say its still going on
John Abraham profile photo

Alternatives Considered

Gainsight

Each has strengths and weaknesses. Gainsight provides a lot more champion engagement via sponsor tracking, cta's, and the customer 360. Totango's usage metrics are stronger.
Michelle Janco profile photo

Totango

We were able to speak with a ToTango engineer right off the bat, who was able to help translate our needs and goals. Was not as "salesy" of a process as other competitors. ToTango was also able to come in at the lowest cost, which for a smaller business, is very important.
Rob Deutsche profile photo

Scalability

Gainsight

Gainsight 7.3
Based on 1 answer
No answer on this topic is available.

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

Gainsight

  • A true understanding of how our customers are using our product.
  • An easier way to spot risk and deploy plans to save accounts.
  • A single system that complies all the data we need to make the right decisions.
Joe Breed profile photo

Totango

  • Much better retention.
  • No more customers falling through the cracks. We have the entire journey mapped out now with accountability.
  • Having a better understanding of how people use our product.
Rob Deutsche profile photo

Pricing Details

Gainsight

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required
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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