What users are saying about
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Top Rated
2247 Ratings
95 Ratings

Salesforce

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Top Rated
2247 Ratings
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Score 8.2 out of 101
95 Ratings
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Score 8 out of 101

Likelihood to Recommend

Salesforce

Salesforce is amazing for many scenarios, pretty hard to find one that doesn't fit. It's great if you are an executive who needs to know everything about an account prior to a meeting, but doesn't want to have to look in a million different places. If you are a sales rep, and you need to know how many opportunities you've created or what's in your pipeline, your dashboard has it. Say you are a customer success manager, and you need to find out when or why a certain customer churned, theoretically it's all there in the opportunity. You should have their entire history, products suites, surveys and any supporting notes and documents.The only scenario I don't think SFDC excels in would be utilizing it as a ticketing system. There are just too many systems specifically geared to that industry that have it more built out and user-friendly.
John Hilburn 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

Sales Force Automation

Salesforce
8.4
Totango
Customer data management / contact management
Salesforce
8.9
Totango
Workflow management
Salesforce
8.2
Totango
Territory management
Salesforce
8.4
Totango
Opportunity management
Salesforce
8.7
Totango
Integration with email client (e.g., Outlook or Gmail)
Salesforce
8.1
Totango
Contract management
Salesforce
7.8
Totango
Quote & order management
Salesforce
8.1
Totango
Interaction tracking
Salesforce
9.0
Totango
Channel / partner relationship management
Salesforce
8.2
Totango

Customer Service & Support

Salesforce
8.5
Totango
Case management
Salesforce
9.0
Totango
Call center management
Salesforce
8.4
Totango
Help desk management
Salesforce
8.3
Totango

Marketing Automation

Salesforce
7.9
Totango
Lead management
Salesforce
8.2
Totango
Email marketing
Salesforce
7.5
Totango

CRM Project Management

Salesforce
7.9
Totango
Task management
Salesforce
8.5
Totango
Billing and invoicing management
Salesforce
6.7
Totango
Reporting
Salesforce
8.4
Totango

CRM Reporting & Analytics

Salesforce
8.5
Totango
Forecasting
Salesforce
8.1
Totango
Pipeline visualization
Salesforce
8.7
Totango
Customizable reports
Salesforce
8.7
Totango

Customization

Salesforce
8.2
Totango
Custom fields
Salesforce
8.4
Totango
Custom objects
Salesforce
8.4
Totango
Scripting environment
Salesforce
7.9
Totango
API for custom integration
Salesforce
8.1
Totango

Security

Salesforce
8.7
Totango
4.2
Single sign-on capability
Salesforce
8.7
Totango
Role-based user permissions
Salesforce
8.8
Totango
4.2

Social CRM

Salesforce
7.3
Totango
Social data
Salesforce
7.4
Totango
Social engagement
Salesforce
7.2
Totango

Integrations with 3rd-party Software

Salesforce
8.2
Totango
Marketing automation
Salesforce
8.5
Totango
Compensation management
Salesforce
7.9
Totango

Platform

Salesforce
7.5
Totango
Mobile access
Salesforce
7.5
Totango

Platform & Infrastructure

Salesforce
Totango
5.7
API
Salesforce
Totango
6.6
Integration with Salesforce.com
Salesforce
Totango
5.2
Integration with Marketo
Salesforce
Totango
5.4

Customer Data Extraction / Integration

Salesforce
Totango
6.8
Product usage
Salesforce
Totango
7.5
Help desk / support tickets
Salesforce
Totango
6.0

Customer Success Management

Salesforce
Totango
6.4
Sponsor tracking
Salesforce
Totango
6.1
Customer profiles
Salesforce
Totango
7.9
Automated workflow
Salesforce
Totango
7.1
Internal collaboration
Salesforce
Totango
5.1
Customer health scoring
Salesforce
Totango
6.5
Customer segmentation
Salesforce
Totango
6.0

CSM Reporting & Analytics

Salesforce
Totango
6.5
Customer health trends
Salesforce
Totango
6.1
Engagement analytics
Salesforce
Totango
5.9
Revenue forecasting
Salesforce
Totango
7.0
Dashboards
Salesforce
Totango
7.2

Pros

Salesforce

  • Salesforce.com is easily customizable and offers the flexibility needed to manage all companies whether small or large.
  • Salesforce.com is always releasing cutting edge technology which affords small businesses with access to the same technological benefits as small companies.
  • Salesforce.com has become so widely used that it helps when hiring folks because in many cases they've had some exposure to the technology.
Irene Chivily Von Toussaint profile photo

Totango

  • Support and Customer Success have been very helpful in teaching/coaching and responding quickly.
  • Tool has never gone down or let us down when we needed to access important data.
  • Interface and usability is super straightforward and easy to use.
  • They are consistently releasing new, relevant features.
Jamie Wang profile photo

Cons

Salesforce

  • There is a lot of room for improvement around quoting products for orgs that sell anything more complex than one line items. A configuration option is desperately needed but will probably not be updated since there are so many 3rd party apps that can be plugged in. Many of them are more complex and too expensive for what is needed, so some native improvements to Salesforce would be appreciated
  • The UI is a bit outdated compared to a lot of newer platforms on the market but still not bad for a CRM. Hopefully the next UI update will include some of the navigation features seen in recent project management tools
Joy Wallis profile photo

Totango

  • if you connect through segment.io it requires you to go one plan higher on segment in order to use totango (but it's not a lot of money),
  • Sometimes the totango created 'engagement' score can be a bit tricky to understand rather than our own created health metrics and health scores we use totango for.
Jamie Wang profile photo

Likelihood to Renew

Salesforce

Salesforce 10.0
Based on 48 answers
I would agree with the results of this survey from Jul-2009, "The survey found that 95 percent of customers indicate they definitely or probably will continue to use Salesforce CRM in the future, and 93 percent of customers indicate they definitely or probably will recommend Salesforce CRM to others. In fact, 75 percent of those surveyed have actually recommended Salesforce CRM to a colleague."

Salesforce is very sticky. It is very user friendly. A very high % of sales and marketing folks have Salesforce experience, making it easier to improve new hire sales rep on-boarding.

A good implementation will help make the sales and marketing functions more efficient and effective. It will give executives visibility into leads and pipeline. These benefits drive higher customer retention
Rob Gottschalk 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

Salesforce

Salesforce 8.0
Based on 34 answers
Salesforce delivers standard forms with standard fields with each object (Campaign, Lead, Opp, etc.). By nature, this cloud-based application is relatively intuitive. A proper implementation - the way you add fields, configure forms, assign permissions and develop workflows - can greatly increase usability, enabling each role to efficiently and effectively manage their day.
Rob Gottschalk profile photo

Totango

Totango 7.5
Based on 5 answers
Simple, elegant, and intuitive.
Nate Richardson profile photo

Reliability and Availability

Salesforce

Salesforce 9.8
Based on 27 answers
All Force.com apps run on world-class data centers with backup, failover, and disaster-recovery facilities. Force.com has had a proven 99.9 percent uptime record for years. Accordingly, I only recall our instance of Salesforce having one unscheduled, brief down time over 6 years. I can't remember for sure, but it may have been due to our Internet Service Provider (ISP) versus Salesforce itself. Also, Salesforce does it's best to keep customers in the loop:

Trust.salesforce.com is the salesforce.com community's home for real-time information on system performance and security. On this site you'll find:

Live and historical data on system performance
Up-to-the minute information on planned maintenance
Phishing, malicious software and social engineering threats
Best security practices for your organization
Information on how we safeguard your data
Rob Gottschalk profile photo

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

Salesforce

Salesforce 9.0
Based on 18 answers
Salesforce performance in general is excellent. "The cloud infrastructure beneath Force.com has been fine-tuned over the past 10 years. It powers nearly 100,000+ businesses running more than 185,000 applications that 3 million users count on every day."
Points per Salesforce -
1) Multitenant kernel - With a multitenant platform, each business that uses the app doesn’t have its own copy. Instead, all businesses share a single copy and then customize it for their specific needs.
2) ISO 27001 certified security - You can’t compromise when it comes to enterprise-level security. Force.com is road-tested and trusted by nearly 100,000+ companies, including many of the world’s most security-conscious organizations, such as banks and health care providers.
3) Proven reliability - All Force.com apps run on world-class data centers with backup, failover, and disaster-recovery facilities. Force.com has had a proven 99.9 percent uptime record for years.
4) Proven, real-time scalability - Force.com is used by many of the world's largest enterprises, including Cisco, Japan Post Network, and Symantec. Applications can automatically scale from a few users to millions of page views, as needed.
5) Real-time query optimizer - You need fast access to your data. The Force.com query optimizer delivers under 300ms response time, at a massive scale.
6) Real-time transparent system status - You can always see real-time system performance, availability, and security information at trust.salesforce.com.
7) Real-time upgrades - Unlike traditional software platforms, our upgrades never break your customizations, code, or integrations. We upgrade the platform for you 3 to 4 times each year. As a result, you’re always on the latest version, with access to the latest features, performance, and security enhancements.
8) Real-time sandbox environments - With a single click, you can create copies of your applications, configuration, and data in separate environments for development, testing, and training.
9) Three global production data centers and disaster recovery - Force.com runs on three geographically dispersed, mirrored data centers with built-in replication, disaster recovery, a redundant network backbone, and no single points of failure
Rob Gottschalk profile photo

Totango

No score
No answers yet
No answers on this topic

Support

Salesforce

Salesforce 4.7
Based on 30 answers
I understand you can pay more to get support but as I stated, I feel strongly that if you are paying for SAAS technology like Salesforce you should be afforded the courtesy of the company explaining how to use it's features. I like to refer to the basic license as the "Figure It Out Yourself" license.
John Cupoli 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

In-Person Training

Salesforce

Salesforce 7.9
Based on 11 answers
All instructors are Salesforce certified. If you have done any type of customization, then it probably makes more sense to use the consulting partner who implemented your instance of Salesforce for training
Rob Gottschalk profile photo

Totango

No score
No answers yet
No answers on this topic

Online Training

Salesforce

Salesforce 9.1
Based on 15 answers
The premier level of training is capable of preparing any individual from infant user, to technical architect. That is not hyperbole.
Kyle Dugger profile photo

Totango

No score
No answers yet
No answers on this topic

Implementation

Salesforce

Salesforce 9.4
Based on 16 answers
Executive involvement is critical. Make sure you have a good handle on the metrics you would like to ultimately manage. Work as a team to document your business requirements. Whiteboard often. Understand Salesforce's best practice capabilities.

Have a central person identified to handle all report and analysis requests (ie - don't allow multiple people to create reports; have one person create reports and distribute them to decision makers via the Salesforce dashboard or whatever form). Make sure you understand critical dates and develop the project plan accordingly
Rob Gottschalk profile photo

Totango

Totango 7.1
Based on 11 answers
This is based on hearsay. I was not involved in its implementation but was well aware of the progress in doing so. From what it sounded like, it went fairly well!
Peter Filias profile photo

Alternatives Considered

Salesforce

Salesforce has been the only CRM tool in my career. But I love the tool and would select it 10/10. It has numerous different access points and plug-ins, and, being an admin at my old company to a salesperson at my new company, I miss the ability to go into the app store and download new plug-ins to try.
Christopher Bennett profile photo

Totango

We chose Totango because of cost savings but recently switched to Gainsight again because of a good deal and also to improve reporting.
No photo available

Scalability

Salesforce

Salesforce 10.0
Based on 2 answers
Salesforce has the unique ability to scale to new products and offerings quickly growing with your enterprise.
Todd Duclos profile photo

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

Salesforce

  • Creates efficiency with the ability to hunt down info fast. If you feel the need to measure that sort of thing, knock yourself out. Kind of like asking what the ROI if a phone is.
  • It can become something of a trap when trying to innovate a process - of you can't fit your new idea into the SF structure you've created, it will be harder to get it implemented.
  • It can be a kind of Swiss army knife for housing a new process - sales support, customer service, etc., but is sometimes not the optimal tool for the job.
Kent White profile photo

Totango

  • Easier to track revenue opportunities for a non-sales-focused team
  • Allows other teams to view customer status and get real-time updates for being able to continue support and sales process
No photo available

Pricing Details

Salesforce

General

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