What users are saying about
Top Rated
95 Ratings

ChurnZero

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30 Ratings
Top Rated
95 Ratings
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Score 8.2 out of 101

ChurnZero

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30 Ratings
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Score 9.2 out of 101

Add comparison

Likelihood to Recommend

Totango

Totango can be very helpful for product and marketing and sales teams but I do think the most success is in customer success and support to identify risks and keep close tabs on how various users are using the system. Rather than just tracking accounts, it it cool to track multiple end users for B2B SaaS with multiple end users. Our billing team also used it for credit card disputes to prove clients used the tool if there were ever disputes.
Jamie Wang profile photo

ChurnZero

I believe it is a great tool for small to medium size Customer Success teams whose client base is also in the SMB sector. It seems more than powerful enough to solve our unique business problems. However it is not a huge enterprise level piece of software. I think it is a perfect fit for our team but there are still some things we need to work out.
Hardin Lovett profile photo

Feature Rating Comparison

Security

Totango
4.6
ChurnZero
8.7
Role-based user permissions
Totango
4.6
ChurnZero
8.7

Platform & Infrastructure

Totango
5.9
ChurnZero
8.5
API
Totango
6.7
ChurnZero
8.2
Integration with Salesforce.com
Totango
5.7
ChurnZero
8.8
Integration with Marketo
Totango
5.4
ChurnZero

Customer Data Extraction / Integration

Totango
6.9
ChurnZero
8.4
Product usage
Totango
7.7
ChurnZero
8.6
Help desk / support tickets
Totango
6.2
ChurnZero
8.3

Customer Success Management

Totango
6.6
ChurnZero
8.4
Sponsor tracking
Totango
6.1
ChurnZero
8.2
Customer profiles
Totango
8.1
ChurnZero
8.6
Automated workflow
Totango
7.2
ChurnZero
8.3
Internal collaboration
Totango
5.4
ChurnZero
7.8
Customer health scoring
Totango
6.7
ChurnZero
8.6
Customer segmentation
Totango
6.3
ChurnZero
8.9
NPS surveys
Totango
ChurnZero
8.1

CSM Reporting & Analytics

Totango
6.6
ChurnZero
8.6
Customer health trends
Totango
6.3
ChurnZero
8.7
Engagement analytics
Totango
5.9
ChurnZero
8.7
Revenue forecasting
Totango
6.9
ChurnZero
Dashboards
Totango
7.3
ChurnZero
8.4

Pros

  • Tagging things differently to be able to see groupings of activity types.
  • Organizing customers in an easy and efficient way.
  • I really like the way tasks are organized in Totango. Easy to see and manipulate the things I have to do that day, week, and month.
No photo available
  • Connecting data between HubSpot (our CRM) and our own SAAS tool's back-end, so that we have vital stats, all in a single place, and can build views that help us cross-section our customer population for more strategic insights.
  • The fact that it can allow us to build "health scoring" for our customer populations based on fairly specific & tailored criteria — that's been one of the most exciting benefits
  • The ability to push data back out to other systems & live-export to Google Sheets has been really handy.
Alex Dingley profile photo

Cons

  • Reporting on more data points not just limited to accounts.
  • Being able to drill down to specific dates not just "the last 1, 3, 7, 30 days"
  • An easier way to add activities into a segment. We have almost a hundred activities so adding a hundred columns is quite a timely process.
No photo available
  • Inability to CC multiple individuals on one email.
  • For journeys and plays, you need to have created the segments first, it would be a little easier if you could just add the criteria to the play itself rather than having separate segments.
Louise Cunningham profile photo

Likelihood to Renew

Totango4.8
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
No score
No answers yet
No answers on this topic

Usability

Totango7.5
Based on 5 answers
Because it's good.
John Abraham profile photo
ChurnZero8.2
Based on 1 answer
ChurnZero its pretty easy to use once you have received the proper training on the platform. Most of their features are very self-explanatory and you just need a few attempts and tries around the platform to master the usage of these features. Having someone who dedicated to this platform and dedicated to helping your team with it, is also key to success.
Pamela Castillo profile photo

Reliability and Availability

Totango4.5
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
No score
No answers yet
No answers on this topic

Support

Totango5.7
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
ChurnZero9.1
Based on 1 answer
The support member Peter was very proactive in booking time when he felt that further explanation was required. He also took time to understand my issue and provided answers that I was not even aware of
Preston Lam profile photo

Implementation

Totango7.1
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 profile photo
No score
No answers yet
No answers on this topic

Alternatives Considered

I looked at cost, personality, potential, people, features, and time to install as factors. I looked at Gainsight and Bluenose as well. Gainsight rated well but was too expensive. Bluenose had poor customer service and I thought they wouldn't last. Totango had very likable people; the features compared well to other products, and they were flexible in pricing as I was ramping up my business
Philip Nguyen, SCPM profile photo
We selected ChurnZero because it was easy to use, easy to buy, and it was easy to work with their reps. It was just an easy to transition overall. It has truly helped us gain quick insight into things we were all doing manually before and now everyone's job is a lot easier in my department!
Jordan Kruger profile photo

Scalability

Totango2.7
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
No score
No answers yet
No answers on this topic

Return on Investment

  • Better intelligence on how customers are interacting with our platform.
  • Better customer retention by being able to identify trends where a customer is likely to churn and addressing the problem before it's too late.
  • Better communications across teams when it comes to customer outreach.
Sam Rutzick profile photo
  • Positive impact - 20x return on investment in dollars
  • Better client communication
  • Enhanced customer loyalty
Pete Pietro profile photo

Pricing Details

Totango

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

ChurnZero

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