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
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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.
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Popular Features
- Customer segmentation (243)8.383%
- Customer profiles (251)7.878%
- Product usage (243)7.878%
- Customer health scoring (253)7.676%
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Totango Review: Stands Out Because Of Its User Friendly Interface
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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
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- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Starting price (does not include set up fee)
- $2,988 per year
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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).
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November 24, 2020
Totango for large clients
Totango is used primarily by the client success team. We use Totango to segment our clients, trend client health and identify health or engagement related opportunities to review with the client and assigned Client Success Manager. We also use Totango to share insights with our sales team to improve corporate communication. Before Totango, we were unable to trend client health across multiple solutions. We also use Totango to track and trend touchpoints by client/CSM and build a client plan. The plan and touchpoint data from Totango adds structure and informs our team and one/one meetings by identifying risk, opportunities and client plans to enhance the client journey.
- Client segmentation.
- Client health.
- Client touchpoint.
- Touchpoint reasons should come with recommendations and be limited to the touchpoint type.
- Reporting user or product activity functionality is not optimized. Reporting use, feature use or product use as a report, not a segment would add to the product.
- I'd love to see Totango more widely adopted by my company, the existing pricing structure will be difficult in not entirely unfeasible to extend use to other departments.
November 24, 2020
A CS Tool That Will Scale With You
Totango is being used as a CS and Account platform for our Customer Success organization. Prior to Totango we struggled to understand the full depth of our client base, have a clear grasp on renewals, and had limited knowledge of their health. Totango has allowed our CS team full access to this information. The ability to quickly segment customers to analyze critical data has allowed for faster decisions and delivery of service. In addition, we now have a great way to visualize and organize our upcoming renewals to get ahead of the curve.
- Segmentation of data for easy analysis.
- Automation and alerting for prioritization.
- Managerial oversight into data via Scorecards.
- Auto task generation based on key indicators.
- The ability to set a task as recurring. As an example, you need to send the same report to a client at the first of the month.
- Segments are great, but the reporting tab is a bit confusing.
November 24, 2020
Totango Review
I am using Totango to see information under the customer's account such as their MRR, account type, account stage and more which can be a key factor on their current health rank.<br>I am also using this app to do a touchpoint on their account to make sure that there is an interaction between my role and the customer itself.<br>It helps me see their usage, tickets that they have filed with the Support team and more.
- It works well with giving me an overview on the customer's health status.
- With the searches of some account as there are cases that they are not loading or showing.
November 24, 2020
Easy to use and deploy
We use Totango in our professional services divisions and across multiple regions. All client-facing teams are using the product to monitor product usage, automate communications, and centralize account information.
- Report building.
- Data uploads.
- Automated client communications.
- Task management.
- Activity logging.
- Metrics management.
- Enhanced admin rights.
November 24, 2020
Totango is great for account management!
It is being used as a customer success tool to ensure clients are seeing value from the platform. We can track usage as well as other metrics to help sales and CS team renew/add services.
- Reporting.
- Integration to SFDC.
- Ease of use.
- Access to more modules.
- Simplicity on users.
November 24, 2020
Very good lightweight Customer Success Management tool for SMBs
I use Totango to help track activities I have with my customers. It helps me organize my day, keep track of priority customer interactions, and helps me review what I've done previously with the customer. It's important since I manage over 200 businesses and Totango makes that process easy for me to do my job.
- Lots of segmentation options.
- Quick easy way to add a touchpoint.
- Easy to use interface.
- Timeline and Playbooks easy to see and manage.
- Reporting is lacking for management.
- Some limitations to segmentation.
- Not a lot of automation options right now.
- Appears to not scale very well at this present time.
November 24, 2020
Totango a gogo!
We currently use Totango for our Customer Success team only. We have been looking for a tool that would allow us to track customer engagement across team members, document meetings and meeting notes with customers, but Totango has also provided the ability to create playbooks with tasks or action items depending event.
- Action Items / Tasks.
- Agenda Note Capturing.
- Integration with Salesforce (can update in TT and updates in SFDC).
- Email Functionality (As a new user - nervous to use it).
- Auto Reminders (not sure if there are any).
November 24, 2020
Love it but wish we had a couple more capabilities.
We are using Totango as part of our Customer Success Initiative. We use this to keep track of customer interaction and look at success plays to try and assist our partners (MSPs) grow.
- Pulls a lot of information from many sources to bring into a single pane of information.
- Flexibility of creating our own success plays.
- Able to get a quick look of the book of business and see overall health of the book.
- Need to have better reporting in the sense of outcomes of success plays. It's difficult to really gather outcomes of success plays.
- Need the ability to somehow take advantage of the touchpoints@totango.com email address so that touchpoints are associated to the correct success play. Currently if we take advantage of that with email outreach.. this will assume the previously used success play (adoption, churn, etc) and may not necessarily reflect the information sent.
November 24, 2020
Lot of potential - not user friendly.
Totango is being used by our CSM team to track last touchpoints, QBR/EBRs, integration setup and how that is progressing. We also use this as a way to report up to leadership on health of accounts as well.
- Touchpoints.
- Key contacts.
- Overall health of an account.
- Key contacts do not carry over when a client renews with a new MSA.
- Having Totango open greatly eats up bandwidth on my computer. I rarely can have more than Totango open.
November 24, 2020
Easy to use CRM system!
We use it in the Customer Success Department and also our sales team has access. It is our main CRM system. We use it to track our customers, and port in usage data from our software platform. The usage data part is essential to us managing our customers successfully! We would be lost without it.
- Usage data.
- Ease of use.
- Reporting.
- Using Totango in multiple tabs.
- Integrations.
November 24, 2020
Totango delivers value
Customer Success department uses it to manage account details.
- Usage tracking
- Occasional misinformation caused by bugs in the platform
We've implemented Totango for our Customer Success Department since 2018. This has brought a better organization internally, but also a better nurture stream for our clients. It is being used across multiple teams within our organization, however, the main usage comes from our Customer Success Managers within the Customer Success department.
It offers us a better segmentation process, better nurture that really helped our clients succeed with our product. Reporting is also a big deal for us, and Totango does wonders with that. Overall, we wouldn't get the right amount of visibility for our portfolio and the transparency that our clients deserve without Totango.
It offers us a better segmentation process, better nurture that really helped our clients succeed with our product. Reporting is also a big deal for us, and Totango does wonders with that. Overall, we wouldn't get the right amount of visibility for our portfolio and the transparency that our clients deserve without Totango.
- Segmentation.
- Nurture.
- Automations.
- Reporting.
- Adding files to Campaigns.
- In-App features for our clients.
- Improved system for editing contacts and bulk changes.
November 23, 2020
Totango'ing with Services and SaaS Customers
We are using Totango just as a customer success team. We plan to implement the use with more of our team in our next fiscal year. We are using Totango to target a proactive communication approach and segment our customers based on needs.
- Logging touch-points is a great way to keep communication organized versus email systems.
- Totango helps with providing a uniform experience during on-boarding for all of our customers.
- It is great that we can customize Totango to our usage and needs with a service delivery model.
- The UE is not particularly intuitive or user friendly. We have to really dig at times to find what we need.
- It would be great to have task lists that you could apply without having to create a successplay. We have task lists we [use] within each successplay, but there is not a way to choose to add a list of not.
- It would be more beneficial for us to be able to log touchpoints at the account level and have them flow down to each opportunity. When our CSMs have touchpoints with the customers, the touchpoints apply to all of the opportunities and not just one specific oppty. Currently, CSMs have to copy each touchpoint into all of the opportunities for the health to change.
November 23, 2020
Good for CSM, not great for Account Managers
Used by the sales team to follow customer's journey (on boarding, usage, renewal cycle).
Used to automate messages to the customer during this timeline.
Used to automate messages to the customer during this timeline.
- 360 view of the customer.
- Nice UI.
- Good for strategic thinking of the accounts.
- Good for automated messages.
- Not made to manage your pipe of renewals effectively.
- Not suitable for task management (can be overwhelming because of lack of automation to automatically delete tasks based on criteria).
- Not good to send emails directly within Totango.
- Email assignment to each account not intuitive (would need an integration with Gmail).
- Lack of value compared to Salesforce.
November 22, 2020
Very satisfied with Totango - clearly improving my day-to-day work!
Totango is being used by both onboarding as well as customer success at my company. We introduced it as we found Salesforce lacking some insights into how our product was being both implemented during the onboarding phase, but also later used once the onboarding had been completed. With Totango, we have now been able to gather data from different data sources among others our backend, Salesforce and support system, allowing us to understand the painpoints of our customers, and detect early signs of customer dissatisfaction. This is great as it allows us to intervene before a customer has gotten to the phase where they start to think about changing solutions, rather than collaborating to find a solution together with their current provider. Moreover, I find Totango very useful in order to have a clear overview of renewals. It allows me to become proactive rather than reactive in my job.
One thing I do find a shame is that you as a user haven't got access to more triggers in regards to the segments that you create yourself. There's simply a possibility to add/remove a tag or get an email. I'd love to see the possibility to automatically add tasks to myself as one of my clients enter a segment that I've created.
One thing I do find a shame is that you as a user haven't got access to more triggers in regards to the segments that you create yourself. There's simply a possibility to add/remove a tag or get an email. I'd love to see the possibility to automatically add tasks to myself as one of my clients enter a segment that I've created.
- Segments - allow me to be independent from our data team.
- Tasks - get an overview of what's next per account / per week.
- Health score - think the idea is great, but we've not worked out how to really use these to our advantage yet (guess this is a work in progress) - great feature overall.
- More alternatives when it comes to triggers on a user level.
- Allow greater flexibility when importing data (feedback from data team).
- Contacts - make sure that these sync with SF properly - you lose a lot of time when you have to manually log emails.
November 22, 2020
Great product, easy to use!
Totango is used by our Customer Success department in our offices in North America, EMEA and the APAC region. For us, Totango helps us better manage our customers, create a business growth plan and enables us to simply [have] a better partnership with them. Having the good and bad health option gives us a quick look into the customers that need additional attention from us and on who to focus!
- Good and Bad health scores.
- Ease of use when creating Touchpoints.
- Creating Touchpoints by adding Totango's email address in the BCC.
- Easy to create segments/reports.
- Sometimes Totango's BCC email will end up in a different tenant/product, and there is no way to change/delete it.
- More customization on a user level, for example a personal dashboard with Segment information.
- Training from Totango themselves to see how other companies use Totango (Best practices).
November 22, 2020
Totango Insight
[Used] as a CRM for tracking conversations with clients, calls, emails and tasks. We are working to have the whole customer success org use Totango, and eventually not use Salesforce at all. We track items using the touchpoints and tasks - MRR info, primary point of contact, products available (subscribed), and create success plays.
- Easy to log touchpoints.
- Easy to create / complete tasks.
- Like the use of touchpoints at Totango.
- Poor reporting capabilities.
- Not a great set of dashboards.
We use Totango as a customer success team. We implemented it a little under 2 years ago. We use it to log our account interactions and monitor the health and renewals of our subscribers and cross share account information between CS and other departments.
- Reporting: there are countless opportunities to pull reports.
- Logging of touchpoints and interactions is easy.
- Seeing the history of an account is easy to see.
- Integration with Salesforce. Right now, the information does not speak to our sales tool, which is a huge impact on visibility.
- Invoicing and billing we manage that outside of the tool.
November 22, 2020
Building better partnerships with your team and your customers.
Totango is currently being used to guide the new customer onboarding experience. We plan to leverage it in the near future for adoption efforts with existing customers. Our onboarding team leverages Totango to ensure our customers have a properly configured system prior to full deployment of our software solution. It is invaluable in maintaining communication and workflow consistency.
- Responsive to support requests.
- Outstanding onboarding assistance.
- Transparency in upcoming sprint focus.
- Success Plans are coming along but still need some fine tuning.
- Issue with ordering steps alphabetically and not by order of operation.
November 22, 2020
An Account Executive's View of Totango
Our Customer Success Team uses Totango for account management. It shows account health and allows our Customer Success and Sales team, (which I'm on) to coordinate on renewals. I'm able to run reports and sync with my CSM to make sure we're identifying accounts in poor health so we can strategize as their annual renewal period comes up.
- Account Health
- Report Building
- Customer Success Management
- Lacks easy integrations with Salesforce
- No customer-facing portal (we use Basecamp to do this)
November 22, 2020
An objective and fair review.
I work at the partner onboarding team. We use Totango to track the progress of the customer. From reaching out and scheduling an onboarding to gathering the necessary information to promote customer success. We depend on Totango to summarize and compare the results of our onboardings.
- Customizability of the tool to suit any workflow
- Intuitiveness of the UI
- Reports are accurate and presents the results that the team puts in
- Overall speed of the product
- Efficiency in displaying tasks and multi tasking
- Multi Tab editing does is finnicky and inconsistent
November 21, 2020
Good tool for CSMs
Totango is currently being used for our Customer Success team. All tiers of CSMs use Totango as their main CRM daily.
- Support team is very responsive.
- Attractive interface.
- I like that you can link Google Docs and resources to an account.
- Totango text fields are impossible to use. If you want to create an attribute that would house any data (ie. health notes) that is more than 2 words, you cannot read the entire field, nor can you make any edits. Any text field is an all or nothing and is very hard to view at an account or holistic level.
- CSAT responses are not at an individual contributor level, making it hard to take the CSATs and make an actionable plan for team members from the data.
- The reporting functionality leaves a lot to be desired. The way that Segments and Reports are separated is not intuitive and does not allow for very much customization.
November 21, 2020
It takes 2 Totango!
We are leveraging Totango across our customer-facing teams for process tracking purposes, health measurement, automated internal notifications, and automated client communications. It helps to consolidate all efforts and log all activity in one, centralized system. It also alleviates the need to conduct manual outreach and reduces the amount of human error involved in these follow ups.
- Customizable features - the customizable success plays and milestones make the product adaptable to fit any type of organization or process.
- Automated Reminders - keeps team members organized and aware through internal notification system.
- Reporting - allows users to generate a large variety of reports to meet specific needs.
- User Interface - Icons can be a bit confusing.
- Touchpoint logging - should be able to log meeting participant names rather than email addresses or approved contacts.
- Speed - reports and dashboards take a bit to load.
November 21, 2020
Totango review by manager of CSMs
Totango is used primarily by our small Customer Success Management team. The CSMs use it on a daily basis to track communication with Customers and monitor Customer usage. The company at large uses Totango to provide data on Customer "health".
- Totango has great Customer Service. I feel like it never takes long to get someone on the phone with us or help us with basic customer support.
- Totango is always coming out with new features and they communicate well about those features.
- Sometimes the UI changes are not necessarily intuitive. For example, I was looking how to tag individual users today in Totango and couldn't figure it out for over an hour. One of my teammates had to help me find it.
November 21, 2020
Totango? Don't save the last dance for me.
We use Totango across the whole organization. My department uses it to create, send, and track targeted campaigns throughout our customers' lifecycle, including on-boarding, adoption, and renewal. Our Customer Success Managers use it to manage tasks for their patch, as well as gleam important information about the health of our customers to try to mitigate churn and address other risk factors.
- Segmentation.
- Email campaigns.
- Task management.
- Campaign filters.
- Campaign testing.
- Campaign timing.