What users are saying about
Top Rated
95 Ratings
Top Rated
17 Ratings
Top Rated
95 Ratings
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Score 8.2 out of 101
Top Rated
17 Ratings
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Score 8.6 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

ClientSuccess

It's well suited as a mechanism to assist in operationalizing Customer Success within a team. It gives you the tools / modules to ensure you're properly set up for success with your customers
Adam Kuznia profile photo

Feature Rating Comparison

Security

Totango
4.6
ClientSuccess
7.9
Role-based user permissions
Totango
4.6
ClientSuccess
7.9

Platform & Infrastructure

Totango
5.9
ClientSuccess
6.9
API
Totango
6.7
ClientSuccess
7.6
Integration with Salesforce.com
Totango
5.7
ClientSuccess
6.3
Integration with Marketo
Totango
5.4
ClientSuccess

Customer Data Extraction / Integration

Totango
6.9
ClientSuccess
7.5
Product usage
Totango
7.7
ClientSuccess
7.5
Help desk / support tickets
Totango
6.2
ClientSuccess
7.5

Customer Success Management

Totango
6.6
ClientSuccess
7.2
Sponsor tracking
Totango
6.1
ClientSuccess
7.0
Customer profiles
Totango
8.1
ClientSuccess
8.4
Automated workflow
Totango
7.2
ClientSuccess
6.8
Internal collaboration
Totango
5.4
ClientSuccess
6.3
Customer health scoring
Totango
6.7
ClientSuccess
7.6
Customer segmentation
Totango
6.3
ClientSuccess
7.0
NPS surveys
Totango
ClientSuccess
7.6

CSM Reporting & Analytics

Totango
6.6
ClientSuccess
7.3
Customer health trends
Totango
6.3
ClientSuccess
8.1
Engagement analytics
Totango
5.9
ClientSuccess
7.4
Revenue forecasting
Totango
6.9
ClientSuccess
6.3
Dashboards
Totango
7.3
ClientSuccess
7.5

Pros

  • I've worked with two other mainstream Customer Success-focused products in the past, and found their UIs very complex, particularly around navigation and creating custom reports. One in particular required heavy assistance from the product's CSM to stand up custom reports. I find that Totango has a very intuitive user interface and a simplified approach to reporting. Best of all, my Totango Customer Success Manager (CSM) is in frequent communication throughout the course of the month so I rarely ever feel 'stuck.'
  • Being a fairly heavy Salesforce user in past roles, I was highly critical of the Sales and Account Management teams working in silos: Sales in Salesforce, and Account Managers in Totango. Totango gives you plenty of import/export options with Salesforce in mind so that Account Managers like myself don't have to worry about double-entry of notes and other data points.
  • My favorite features by far are creating tasks and touch points. It's incredibly simple, and includes a timeline of events on the customer profile page so that you can easily glance at the most recent activity.
No photo available
  • Key integrations including SFDC, Zendesk, and Gmail. It allows our team to have a single view of the ALL the account activities for all of our customers.
  • It allows us to track the "customer journey" and better understand the metrics for each segment within the journey.
  • Easy reporting...the reporting functionality has enabled us to set some baseline metrics for our team to improve upon over time.
Cale Conry profile photo

Cons

  • Unfortunately, Totango didn't integrate with our internal data and other platforms well- like Salesforce.
  • We likely didn't implement it well, but I didn't like having a different page for Customer vs. each individual product with the attributes all being the same. Too much duplicate work.
  • Apparently not easy to run reports on data.
No photo available
  • There are limitations on their suite of integrations. Currently, the support channel that we use (Groove) is not an available integration, so it limits our team's ability to gain insight into support tickets without channel switching.
  • The reporting in Client Success is robust, but fairly rigid and doesn't allow for fully custom reporting based on certain custom variables.
  • There is not the ability to produce a report based on client forecasting which makes certain board facing reports more manual.
Cameron Kinney 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
No score
No answers yet
No answers on this topic

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
ClientSuccess10.0
Based on 1 answer
They are SUPER responsive...even for late night inquiries.
Cale Conry profile photo

Implementation

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

Alternatives Considered

Totango was selected before I joined the business as it was cheaper and more flexible. The fact that it is working independently from SalesForce is a major benefit as our SalesForce instance is not 100% reliable.
Cyrille Saulnier profile photo
Have never used another product like this. We were documenting all this data internally
Ashley Correll, CMP 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

  • It has helped our executives strategize on how to increase our users adoption
  • It helps us understand where our customers stand relative to other customers
  • We need user reporting to see the full picture
No photo available
  • Better customer views, meaning overall health at any given period of time.
  • Mostly soft costs, but managing our customer journey and reporting have been key.
Cale Conry profile photo

Screenshots

ClientSuccess

Pricing Details

Totango

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

ClientSuccess

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