What users are saying about
Top Rated
95 Ratings

Gainsight

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Top Rated
323 Ratings
Top Rated
95 Ratings
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Score 8.2 out of 101

Gainsight

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Top Rated
323 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 8.6 out of 101

Add comparison

Likelihood to Recommend

Totango

Anyone serious about mapping out a customer lifecycle journey could benefit greatly from Totango. Works very well for us, who have 4 people managing 1500 accounts who are responsible for the entire customer lifecycle. Also very good for people who are curious as to how customers behave within your application. Gave us some insights that we were not aware of before.
Rob Deutsche profile photo

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

Feature Rating Comparison

Security

Totango
4.6
Gainsight
8.3
Role-based user permissions
Totango
4.6
Gainsight
8.3

Platform & Infrastructure

Totango
5.9
Gainsight
8.2
API
Totango
6.7
Gainsight
7.9
Integration with Salesforce.com
Totango
5.7
Gainsight
9.5
Integration with Marketo
Totango
5.4
Gainsight
7.9
Integration with Eloqua
Totango
Gainsight
7.6

Customer Data Extraction / Integration

Totango
6.9
Gainsight
8.4
Product usage
Totango
7.7
Gainsight
8.7
Help desk / support tickets
Totango
6.2
Gainsight
8.1

Customer Success Management

Totango
6.6
Gainsight
8.9
Sponsor tracking
Totango
6.1
Gainsight
8.3
Customer profiles
Totango
8.1
Gainsight
9.1
Automated workflow
Totango
7.2
Gainsight
8.4
Internal collaboration
Totango
5.4
Gainsight
8.3
Customer health scoring
Totango
6.7
Gainsight
9.6
Customer segmentation
Totango
6.3
Gainsight
9.3
NPS surveys
Totango
Gainsight
9.2

CSM Reporting & Analytics

Totango
6.6
Gainsight
9.1
Customer health trends
Totango
6.3
Gainsight
9.3
Engagement analytics
Totango
5.9
Gainsight
9.0
Revenue forecasting
Totango
6.9
Gainsight
9.2
Dashboards
Totango
7.3
Gainsight
9.0

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
  • Easy to use UI. This makes it easy to onboard new CSM's to start using the tools and get them up to speed on their administrative processes
  • Having a holistic view of the customer makes conversations much easier by outlining everything we need to know about the customer in one view. This alone eliminates a large amount of time for our CSM's by not having to load multiple objects in SFDC
  • Rules engine/bionic rules. The possibilities are endless when you start diving into the power of bionic rules. Objects that were once unrelated can now have some sort of relation, and you can formulate extremely valuable data that used to take hours to pull into Excel.
Mark Peterson profile photo

Cons

  • Anybody can assign the portfolio to anyone and original owner is not notified regarding this
  • Late updation
  • No tracking of date and time of assignment of the portfolio
No photo available
  • The load times for many of the screens can be frustrating to end users. It's pulling real time reports so that is why the load times can be long, however CSMs get impatient quickly.
  • The survey tool is a bit clunky, although it's improved drastically over time.
Jen Loop 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
Gainsight8.7
Based on 13 answers
Gainsight is a highly integrated tool that allows us to make our business better. We feel that it is essential to the future of our business.
Ben Michael profile photo

Usability

Totango7.5
Based on 5 answers
Because it's good.
John Abraham profile photo
Gainsight7.5
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

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
Gainsight8.2
Based on 1 answer
No answer on this topic is available.

Performance

No score
No answers yet
No answers on this topic
Gainsight6.4
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

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
Gainsight8.7
Based on 93 answers
I use the chat feature all the time to work with support. I get the help I need immediately
Anna Whitehouse profile photo

Online Training

No score
No answers yet
No answers on this topic
Gainsight5.5
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

Implementation

Totango7.1
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
Gainsight7.1
Based on 6 answers
I was not part of the implantation (I took over later). However, based on what was passed to me, the tool was not well implemented at our org. I think this had to do with complexity, wrong person assigned in our org, and org buy-in. I think it would have been very successful if we had a better assignment process internally.
Ben Michael profile photo

Alternatives Considered

I wasn't in the evaluation process
No photo available
Gainsight was already in house when I came into this role
Jen Loop 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
Gainsight7.3
Based on 1 answer
No answer on this topic is available.

Return on Investment

  • Increased product adoption.
Nate Richardson profile photo
  • It has helped us provide great service using a one-to-many model.
  • It has improved our health tracking capabilities.
  • It makes client transitions seamless.
Anna Whitehouse profile photo

Pricing Details

Totango

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

Totango More Information

Gainsight

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required
Additional Pricing Details
Based on a per user/per month model.

Gainsight More Information