Great tool for scaling Customer Success
We use Totango to automate and scale all of our core processes for the Customer Success org at our company. Additionally, we use it for …
Starting at $2,988 per year
View PricingOverview
What is Totango?
Totango customer success software, now with Catalyst, helps enterprise businesses and cross-functional teams accelerate customer outcomes in productivity, retention, and expansion. Totango and Catalyst will become a unified product, following the merger in February 2024.
Recent Reviews
Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
Popular Features
- Customer segmentation (243)8.383%
- Customer profiles (251)7.878%
- Product usage (243)7.878%
- Customer health scoring (253)7.676%
Reviewer Pros & Cons
Video Reviews
1 video
Totango Review: Stands Out Because Of Its User Friendly Interface
02:00
Pricing
Starter
$2,988
Cloud
per year
Enterprise
$18,000
Cloud
per year
Premier
Custom
Cloud
Entry-level set up fee?
- Setup fee optional
For the latest information on pricing, visithttps://www.totango.com/packages
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Starting price (does not include set up fee)
- $2,988 per year
Product Demos
Totango Customer Success Walkthrough
Navattic
Features
Return to navigation
Product Details
- About
- Integrations
- Competitors
- Tech Details
- Downloadables
- FAQs
What is Totango?
Totango customer success software, now with Catalyst, helps enterprise businesses and cross-functional teams accelerate customer outcomes in productivity, retention, and expansion. Totango and Catalyst will become a unified product, following the merger in February 2024.
Totango provides a set of integrations and SuccessBLOCs—the company's proprietary pre-built customer success programs that are embedded with best practices and contain relevant workflows, reports, automation, customer segments, campaign content, and more to help users achieve critical business outcomes. With Totango, businesses can integrate data to get a 360° view of customer health, collaborate to manage their customer portfolio, engage with customers when and where it matters, monitor and improve the metrics that matter, and scale CS faster with people + AI. Totango is designed to scale limitlessly and deliver time to value due to its composable platform architecture and schemaless data model.
Totango provides a set of integrations and SuccessBLOCs—the company's proprietary pre-built customer success programs that are embedded with best practices and contain relevant workflows, reports, automation, customer segments, campaign content, and more to help users achieve critical business outcomes. With Totango, businesses can integrate data to get a 360° view of customer health, collaborate to manage their customer portfolio, engage with customers when and where it matters, monitor and improve the metrics that matter, and scale CS faster with people + AI. Totango is designed to scale limitlessly and deliver time to value due to its composable platform architecture and schemaless data model.
Totango Features
Customer Data Extraction / Integration Features
- Supported: Product usage
- Supported: Help desk / support tickets
- Supported: Online customer community
- Supported: Billing
- Supported: Marketing emails
Customer Success Management Features
- Supported: NPS surveys
- Supported: Customer profiles
- Supported: Automated workflow
- Supported: Internal collaboration
- Supported: Customer health scoring
- Supported: Customer segmentation
CSM Reporting & Analytics Features
- Supported: Customer health trends
- Supported: Engagement analytics
- Supported: Revenue forecasting
- Supported: Dashboards
- Supported: Customer lifetime value
- Supported: Churn rate
Security Features
- Supported: Role-based user permissions
Platform & Infrastructure Features
- Supported: API
- Supported: Integration with Salesforce.com
- Supported: Integration with Marketo
Totango Screenshots
Totango Video
New year, new evolution of CS, new Totango
Totango Integrations
Totango Competitors
Totango Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | Apple iOS |
Frequently Asked Questions
Totango customer success software, now with Catalyst, helps enterprise businesses and cross-functional teams accelerate customer outcomes in productivity, retention, and expansion. Totango and Catalyst will become a unified product, following the merger in February 2024.
Totango starts at $2988.
Reviewers rate Integration with Marketo highest, with a score of 8.9.
The most common users of Totango are from Mid-sized Companies (51-1,000 employees).
Comparisons
Compare with
Reviews and Ratings
(406)Attribute Ratings
Reviews
(126-150 of 260)Companies can't remove reviews or game the system. Here's why
December 01, 2020
Good experience and a useful tool to have
Totango is used by Customer Success department specifically (other depts don't have access to it). We use Totango to keep track on everything that is happening with our customers and their accounts.
- Integrated information from many sources.
- Uniform method for assessing accounts health.
- Playbooks for standardizing processes.
- More natural/rich support for hierarchy of orgs - it's not clear which activities should be completed at which level.
- Sometimes the page is slow to load, especially initially. One reason could be the fact Totango is making connections to 3rd party browser monitoring tools.
- Better support for reports authoring.
December 01, 2020
New Totango user
Working in a Customer Success role in a SaaS business, Totango is an excellent tool for enabling us to actively monitor customer health; keep our team proactive and engaged; and track our customer success activities.
- Easy to use.
- Intuitive interface.
- Good visualisation in dashboards.
- Sometimes difficult to view timeline of conversations.
- Creation of custom reports not always intuitive.
December 01, 2020
Day to day user of Totango
It is being used by the entire customer success team. We track time to onboard customer, send out mass campaigns, track any information about the account and make tasks to follow up/check in on customers.
- Organize data
- Track customer information/lifecycle
- Campaign templates / customization of campaigns
December 01, 2020
Totango is a great tool for CSMs
We use ToTango to automate our customer-facing Playbooks and measure customer adoption. Key Users are CSM, TAMs, and Engineers - Task management status is shared with Salesforce for our Account Executives. With Totonago we are able to streamline conversation, standardize best practice and track task completion. It has led to high renewal rates.
- Clean Integration with CRM tools that sales uses. The bi-directional sync allows for clear communication without requiring all stake holders to login to TT.
- Flexible account scoring for health measurement. Allows you to score your customers using your methodology and data sources.
- Ease of ingestion / integration.
- CSP Development - The task view is nice, but a Gantt view or timeline view would help.
- Sub-Account Management - While the hierarchies are in place it makes seeing scoring impacts hard.
- Playbooks - create new tasks when the previous is completed, not a bulk dump of tasks.
- Role-based access for account information - control what data teams can see.
December 01, 2020
Totango's impact on reaching customer success goals
Totango is currently used by our customer success team, including onboarding. We are looking to solve lack of visibility on customer communications and looking to optimize customer outreach across the board. We also want to create a place that centralizes all customer communication, whether it be with Sales or Support, in one system.
- Task Management
- Calculating Customer Health
- Communication Logs
- Customer support
- Laggy integration sync
- Less intuitive UI
December 01, 2020
Totango is dah bomb!!!
Totango for Monster is being used to zone into our clients solutions with Monster and how they are using them. Totango capitalizes on their health of their solutions so we can work with them to ensure proper usage. Also we send marketing campaigns through Totango to capture customers engagement with Monster. We also write notes in Totango with our correspondence with our clients.
- The customers' health. Helps to monitor usage.
- Good clean notes. Helps to keep track of correspondence.
- Marketing campaigns, to gain customers' engagement with our company.
- I would like to see the health of the customers' solutions expand beyond ads and resume access.
- Ease of sending campaigns.
- The functionality with notetaking to increase to add more notes, not be limited.
December 01, 2020
Review From Daily Totango User
The customer success team at my company all use Totango. We use Totango to manage our clients and assign ourselves tasks of where they are at in the onboarding and training process and beyond. We also use it to keep notes about each account and information about key points of contact as well as each clients' goals. Every time we interact with a client we log that in Totango.
- Help me stay organized.
- Helps me not lose track of clients and where they are at in the onboarding process.
- Basically becomes my to-do list of what I need to do and who I need to reach out to each day.
- Sometimes the system is glitchy for example not allowing me to save tasks or randomly not allowing me to copy and paste.
- The constant changes without warning. I will be able to copy and paste one day and not the next or the layout will change slightly which can throw off my day to day when I am so used to using the system one way and then it changes.
December 01, 2020
Totango, good for the masses!
We are using it in the Customer Success organization. It allows us to get a good view of our Partner's health over time. These are challenging times and we know our partners are needing to focus on their customers. By keeping track of touchpoints, we can easily see how they have been doing over time.
- Historical Health dashboard is awesome.
- Historical touchpoints is awesome.
- Being able to assign future tasks is awesome.
- It does take time to get a good view.
- Not all health metrics exist for all product usage/integration which leads to using other dashboards to get the full picture (i.e. Salesforce).
- Direct integration to Outlook calendar and mail is needed. Calendar is one of my main tools!
December 01, 2020
Great software, great implementation and huge efficiency boost
Currently Totango is being used by our organization to coordinate implementation and customer success efforts. We hope to implement it across other departments eventually. <br><br>Currently our biggest challenges we solve with Totango are:<br><ol><li>Automation - We spend a large amount of time composing manual emails that could be automated for more quality, high-level time with the client.</li><li>Efficiency - Totango is incredibly useful for tracking what needs to be done today, tomorrow and next week. It eliminates the static and chaos.</li><li>Personalization - Totango allows us to send out personalized emails and build a custom success plan for clients that makes the experience feel like it was meant for them.</li></ol>
- Workflow - Totango is incredibly efficient at task/time management.
- Database - Totango seems to be pretty easy to see the "story" of a customer at a glance.
- Automation - Totango eliminates the waste of having to manually send emails and even allows custom emails to be sent from within the software. Big time saver when working with multiple clients.
- Client Info - Sometimes it feels like there isn't enough info on the client, even if you can get the gist of the info from what you see. Totango provides essentials, but sometimes feels like it may not give you the deep details you may need. Sometimes the dashboard / client view can feel chaotic or messy.
- Automation Controls - Some things like choosing an interaction type or sending an email require you to press a button to do that. It can be easy to forget to press a button or check a box to send an email when adding an interaction and the email never goes out.
December 01, 2020
Fairly easy-to-use platform when configured correctly.
Totango is primarily use by our Customer Success Organization. Our sales org also has limited access. The CS org uses Totango to monitor health for customer accounts, document meeting notes, create plans/objectives, and upload contracts.
- Totango is a great resource for quickly creating views of customers based on similar characteristics. We are able to easily create reports of renewing accounts or poor health accounts.
- I find the value metrics particularly limited. I previously used a different CS platform and all of the metrics configured in the dashboard provided a summary for each customer, distinguishing the different aspects of our platform so the CSM could easily tell what the customer was using/not using. I don't see this type of functionality in Totango. It seems to use avg. for a lot of the values which is confusing.
- The task management can be a bit overwhelming. I always seem to have a long list of tasks overdue. It's very tedious to always have to enter a subject and note for each task before completing. Would be more convenient to have one field to quickly fill out before completing a task or not requiring any notes if it's a simple task to complete.
- Creating successflows and successplays require a bit of a learning curve to use successfully. Would be create to create something more straightforward if i want to quickly send out an email campaign to all of my key contacts.
December 01, 2020
Totango rocks
Totango is used by our customer success group. it is extremely useful for us because it represents all the important parameters that our customers use like the revenue, number of users, the kind of applications, etc. I really feel this is the best tool that have ever used in customer success.
- One snapshot of information.
- One tool to compare all customers.
- Best user experience.
- Saves lot of time.
- Mobile app is missing.
- No much granular details in usage.
- No trouble shooting tips.
November 25, 2020
Rich with information- takes time to master
Our department uses Totango as the main CRM in managing our Customer Success portfolio. Aside from storing basic account information, it also includes usage, implementation, and product data. We use segments and campaigns to prioritize how and why we reach out to our clients.
- Segment creation.
- Touchpoints.
- Very complex tool and user training could be improved.
- Requires a lot of internal development for customisation.
November 24, 2020
Useful with some tweaks needed
Across the organization, helps give us valuable customer insights. We send customers Totango reports monthly, and help them display data to their execs as needed.
- Reporting.
- Metrics.
- Graphs.
- UI/UX.
- More flexibility for reporting.
- Better user training.
November 24, 2020
Great for daily use!
Totango is used as the primary database and record of truth for our customer success organization, managing account/opportunity temperature, notes/tasks/email, planning for business reviews and renewals.
- User friendly.
- Intuitive.
- Formatting of notes isn’t always carried over correctly.
- Improvement to the UI of the mobile app.
[Totango is] being used for Customer Success. We bought it to automate the CS processes.
- Good UI
- Reporting
- Customization
- Finance team is unreasonable
- Lack of important connectors
- CSV uploading is inefficient
- Some important fields can only be updated through CSV
November 24, 2020
Totango - CS
[Totango is] used by the Customer Success organization
- Allows you to track previous engagements with customers
- Launch success plays for common customer interactions
- The system is glitchy, things often don't save the first time
- Information only syncs with SFDC one way
- Data can be stale
- Throws errors when saving that are false negatives
One place to gather and review customer data with added business intelligence. Not just a repository of data but a live platform that give you the pulse of the customer portfolio while offering sophisticated information and a 360 customer view.
- Friendly UI
- Easy to navigate
- Option to add the personal sentiment
- Reports can be more informative or easy to navigate
- Lots of features are hidden or not clear what exactly they do
- Bccing customer emails to touchpoint@totango.com can be tricky as account with similar names often messed up
November 24, 2020
Easy to use Totango
We track the status of our accounts. This is seen by CEO and Upper management.
- Tracking accounts
- Easy to use
- It integrates very easily into our company
- It would nice to have plugins for gmail etc.
- You cannot schedule reports for billing
- Better font settings
November 24, 2020
User friendly and easy to use
It is used for our entire Customer Success team across the globe. It is being used for better planification and account management.
- Scorecard
- Customer Success plan
- Task management
- Better integration with Salesforce
- Integration with Yesware
- Reports capabilities
November 24, 2020
Streamlining systems
It is being used across Sales & Customer Success. Aligning tasks, accounts and goals across departments and in Salesforce.
- Tasks.
- Account organization.
- Last touchpoints.
- Owner of task.
- Account data and statistics.
- Task functionality.
November 24, 2020
Totango is the best Customer Success software I've personally used.
Totango is used across the Customer Success and Account Management departments to track customer success and account health metrics.
- Reporting is well organized.
- Integration with Salesforce.com is robust and works well.
- Easy to use interface.
- I honestly can't think of 3 things wrong with Totango, it's so much better than Gainsight that I almost forgot who they were.
November 24, 2020
Totango. Relationships documented.
Data Intensity is the largest independent multi-cloud managed services provider delivering enterprise application and database managed services, business intelligence and analytics to a global client base. We use Totango as a single-pane for our Customer Success team to leverage data from a variety of sources such as Salesforce, Oracle EBS, Service Now and dozens of SharePoint spreadsheets. Ultimately this allows us to provide a smoother experience that our customers have come to expect.
- Gamification of Data.
- Consolidation of data from disparate sources.
- Standardisation of view across various geographies and silos.
- Ease of access to the tool. SSO clunkiness and mobile experience.
- Reporting; granularity of custom reporting.
November 24, 2020
Totango delivers great on complex ideas, poorly on simple ones.
Totango is being used by our customer success team. We had very high hopes initially that Totango would automate a lot of key processes for the team, but those automations ended up being too noisy for our team. As such, we ended up foregoing most of the automation and using primarily manual updates.
- Can process automatic triggers.
- Tracks usage data.
- Tracks revenue data.
- Triggers are noisy.
- Updating fields is cumbersome and UI is unintuitive.
- Creating dashboards is difficult.
November 24, 2020
Great tool for Customer Success
It used for all the Customer Success team both in our US and Israeli office.
We use it to manage our customers and keep track of everything in the customer management (calls, tasks, important information).
We use it to manage our customers and keep track of everything in the customer management (calls, tasks, important information).
- Tasks.
- Connection with our software to understand the customer activity.
- Fill easily all main customer information to see an overview of the customer information.
- A better overview of the tasks/touchpoints history, sometimes can be hard to see.
- Sometimes the system is slow.
- A better app user experience to manage easier customers from the app.
November 24, 2020
A fantastic CS CRM
Totango is used as our customer success CRM. We track customer usage, attributes associated with their account, key data, key contact such as sales renewals contacts. It is also the base of the platform used to note take regarding client interactions, trainings, business reviews, etc. It is import to have a central place for this sort of data.
- Centralise information.
- Places to log calls and notes.
- Lots of dashboards and information to sort.
- Increased integrations between other software.
- Being able to add contacts for a bi directional sync.