What users are saying about
9 Ratings
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Top Rated
275 Ratings
9 Ratings
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Score 7.1 out of 100

Totango

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Top Rated
275 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8 out of 100

Likelihood to Recommend

Natero

Any SaaS company that needs to measure and track the health of client and user accounts will find the data provided by Natero extremely useful. If you have a support team that is tracking tickets, to-do-lists, etc. across different platforms, you'll be happy to know that you can consolidate most of those existing workflows into Natero, making this a single platform for your CES team to keep things running smoothly.
Garrett Genest | TrustRadius Reviewer

Totango

I give Totango a 10 as it is very helpful in maintaining a good business relationship with the customer. Like if they open a support ticket in Zendesk, it will also reflect in Totango. So I can go check the ticket and add myself as a follower so that I could have visibility on the ticket and make sure we arrived at a resolution. Even if I am not cc'd in the customer's email to Support, I was still able to help them and make them feel they are not alone.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Security

Natero
10.0
Totango
8.0
Role-based user permissions
Natero
10.0
Totango
8.0

Platform & Infrastructure

Natero
7.4
Totango
8.0
API
Natero
7.8
Totango
7.9
Integration with Salesforce.com
Natero
7.8
Totango
7.7
Integration with Marketo
Natero
7.0
Totango
8.3
Integration with Eloqua
Natero
7.0
Totango

Customer Data Extraction / Integration

Natero
8.9
Totango
6.8
Product usage
Natero
8.6
Totango
7.2
Help desk / support tickets
Natero
9.3
Totango
6.5

Customer Success Management

Natero
7.4
Totango
7.5
NPS surveys
Natero
7.0
Totango
7.3
Sponsor tracking
Natero
7.0
Totango
6.1
Customer profiles
Natero
7.3
Totango
8.0
Automated workflow
Natero
8.0
Totango
7.5
Internal collaboration
Natero
6.4
Totango
7.5
Customer health scoring
Natero
8.6
Totango
7.6
Customer segmentation
Natero
7.8
Totango
8.4

CSM Reporting & Analytics

Natero
7.5
Totango
7.5
Customer health trends
Natero
9.3
Totango
7.7
Engagement analytics
Natero
7.0
Totango
7.7
Revenue forecasting
Natero
4.4
Totango
7.0
Dashboards
Natero
9.3
Totango
7.7

Pros

Natero

  • Love the accounts view to see all my accounts, their health and some helpful stats!
  • The charting is relevant and detailed for customers to understand their usage of our product. The look and feel is very clean and easy to understand.
  • In the account, you can link to other documentation, which is great!
Anonymous | TrustRadius Reviewer

Totango

  • Client Health - We can see those clients who are in good shape and those clients that needed attention. We immediately reach out to those clients who need assistance.
  • Account Insights - CSMs can immediately see who are the other people involved in those account such as AM, Renewals, Support, etc. We can sync up with them if there's any opportunity or concern.
  • Utilization - You can monitor how your platform is being used, if it's underutilized perhaps you can offer training or sync up to the client and see how we can improve.
Anonymous | TrustRadius Reviewer

Cons

Natero

  • Make set up more self-service. We are changing a lot of systems, and it was challenging to have to coordinate every item with Natero.
  • Automatically triggered emails based on certain usage.
Anonymous | TrustRadius Reviewer

Totango

  • When you set up a task and then close it once the meeting/call has finished it creates a touchpoint to add your notes meaning the timeline gets clogged up with useless items. The tasks should revert to a touchpoint. This is the same for all of the success plays, its really annoying and means you have to scroll and scroll to see your history.
  • You can't add internal meeting attendees who don't have a license. This is important so I am able to reference who was at the meeting both internally and from the client.
  • The Account and business groupings seem overly complex. I would prefer to easily see opportunities etc from directly in the account page.
Ainslie Spencer | TrustRadius Reviewer

Likelihood to Renew

Natero

No score
No answers yet
No answers on this topic

Totango

Totango 7.5
Based on 4 answers
We like the tool enough to keep it in the long run. It does what we need it exactly to do, and I think there's still a lot for us to uncover in terms of its capabilities. There are a lot of functions we want to take the time to learn, but we've been strapped on resources so are just staying afloat.
Anonymous | TrustRadius Reviewer

Usability

Natero

No score
No answers yet
No answers on this topic

Totango

Totango 8.1
Based on 95 answers
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.
Anonymous | TrustRadius Reviewer

Reliability and Availability

Natero

No score
No answers yet
No answers on this topic

Totango

Totango 9.0
Based on 2 answers
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 | TrustRadius Reviewer

Performance

Natero

No score
No answers yet
No answers on this topic

Totango

Totango 6.0
Based on 1 answer
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.
Anonymous | TrustRadius Reviewer

Support Rating

Natero

No score
No answers yet
No answers on this topic

Totango

Totango 7.8
Based on 92 answers
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.
Janet Price | TrustRadius Reviewer

Online Training

Natero

No score
No answers yet
No answers on this topic

Totango

Totango 7.0
Based on 1 answer
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
Anonymous | TrustRadius Reviewer

Implementation Rating

Natero

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 | TrustRadius Reviewer

Alternatives Considered

Natero

I highly recommend and prefer using Salesforce over Natero. Salesforce allows me to pull in as many fields into a report as I would like, compared to 14 different fields into Natero. I am able to view and make changes to information much quicker than Natero. I like Salesforce much more.
Anonymous | TrustRadius Reviewer

Totango

Totango is CRM centric and we can clearly see how it's built. We use Totango alongside Zendesk for support, but we still link everything to Totango. Hubspot on the other hand is more marketing and campaigns focused and we're able to achieve the same results on Totango. Totango's seamless integration with Salesforce creates a frictionless transition from pre-sales to post-sales teams.
Ramon Lapitan | TrustRadius Reviewer

Scalability

Natero

No score
No answers yet
No answers on this topic

Totango

Totango 7.0
Based on 2 answers
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 | TrustRadius Reviewer

Return on Investment

Natero

  • Visibility - We can now see in one place the many dimensions of customer health
  • Focus - Knowing who is in trouble and how that affects the business means teams can focus on key accounts
  • Insight - Natero shows the effectiveness of common actions, therefore we can improve processes over time
Ewen Fortune | TrustRadius Reviewer

Totango

  • Managing customers from our tech touch segment. The amount of time we use onboarding via campaigns is great.
  • Easy task management for our CSM team.
  • Automated SuccessPlays
  • Anything we can automate to reduce workload and manage tech touch will be a positive.
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

Natero

General

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

Totango

General

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

Rating Summary

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