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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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
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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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Reviews and Ratings
(406)Attribute Ratings
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November 20, 2020
If you are serious about moving your CS team from a qualitative to a quantitative one, then Totango is your tool of choice!
- Proactive adoption metric capture w/in the Customer Success Department
- Product usage with the Product Department
- Problem Resolution: provides us with necessary insights which help guide both Product and Customer Success-related decision making
- It provides MoM metric capture which we, in turn, share with our customer base during Executive Business Reviews, cadence calls, etc.
- It provides insights into which elements of CLZN are used most often.
- It enables Customer Success Managers to identify problematic areas early on and take necessary action.
- Invest in creating customizable Quarterly Business Review / Executive Business Review slide decks (would be a huge time saver eliminating the need to extract Excel files and uploading to Excel, Power BI, etc.)
- In the Select Columns section, the ability to apply "In the last 3, 7, 14, 30, 90, or 180 days" across all columns rather than having to select each one individually (would result in a considerable time savings)
- Zoe's UI is not as straight forward as it could be (may discourage users from learning).
November 20, 2020
Excellent Customer Success tool, Totango makes me want to go tango!
We're currently using Totango to track customer health, customer usage of our product, and identify upsell opportunities. Currently mainly being used by our Customer Success team, I'm the only sales user at our company currently. So far it's been extremely helpful with my managing of our renewals and to identify customers that might be approaching a poor health score.
- Excellent at managing and tracking customer health
- Very useful for identifying upsell opportunities based on customer usage
- Helpful for grouping accounts based on tier to strategize different outreach ideas.
- A more structured training outline on the help center would be nice for acclimating new users.
November 20, 2020
Does The Job But Does Not Come Recommended
Totango is used at my company by the customer success team. The goal of its use is to both track and manage contacts, as well as gauge customer health. Mass communications are also managed through the tool.
- Displays information around renewal date and contract type reasonably well
- The ability to create segments is very helpful at times
- Being able to see module utilization by user is helpful
- The platform feels clunky and slow most of the time
- Very poor touchpoint management. The timeline is messy and tasks/touchpoints don't display well together
- Frequent issues with bugs that require tickets to address and fix
November 20, 2020
It takes two to Totango
Totango is used by our CS department for managing client portfolios for optimizing onboarding experience, strategic nurturing, CS campaigns, task management and churn forecasting. The biggest business pain it solves is enabling to touch the right customers at right times and scale communication when suitable.
- Campaign management
- Account segmentation
- Health profiling
- Integration to salesforce lacking greatly for instance no integration of tasks, account notes, touchpoints, documents etc...
- Requires a lot of internal training and support resources
- Expensive and heavy to implement
November 20, 2020
Totango User Feedback
Totango is used for account management and customer success development. We mainly utilize it to grasp customer usage. The platform is mainly used for current customers vs potential for new sales. It gives insight on what users are spending time on and how many users have logged in in a given timeframe.
- Visual
- Module Insights
- Main POCs
- Cannot see which users are using specific modules.
- Health scores tend to not make much sense overall.
- Emails responded to do not get logged. *HUGE*
November 20, 2020
Totango helped scale our business and stay proactive on accounts
Totango has been a major part of our CS team's success because we are able to create automated success flows, tasks, reports and stay proactive on our account load. Being able to filter by Renewal date, EBR outreach, Upsells, Cancellations and customer health have made it easy to prioritize what to work on first and better plan out the week. Totango's Tech Support has been very helpful in troubleshooting any issues our team comes across and this CRM tool is what I use every day. It's a bit of a learning curve at first getting ramped up but the usability is easy and the ROI is obvious.
- Creating your own automated success flows or manual tasks individually
- Able to prioritize tasks by customer health
- Easy to use and great way to sort by upsells, cancellations, renewals, etc.
- When you complete a task it now makes you enter a Title and Body in order to complete which isn't necessary.
- When filtering in the Agenda tab it would be nice to customize the date range by all overdue to today.
- Success blocs can be a bit confusing to navigate.
November 20, 2020
Helped Improve Client Health & Retention with its Savvy Features
Totango is used by our client success team, not across the whole organization. It allows us to be able to track client health, understand client activity, keep track of client contact, send campaigns to specific clients and overall make sure we aren't missing red flags when it comes to client churn.
- Ability to create client segments in reporting - breakdown exactly what you want to see
- Easy, automated tracking of client touchpoints
- Ability to send email campaigns
- Better integration with salesforce and other apps (hubspot, etc)
- Save reminder if you click back button on browser when creating a segment - so you don't lose a report
- Better tagging system, ability to better ID clients to remove or add to campaigns
November 20, 2020
Say Yes to Totango!
Totango helps my organization manage our large book of business. We are able to track the ways in which accounts are using our product, track the communication between each account manager and the customer, track certain KPI metrics for both the customer and the account manager, and also help set reminders on what tasks are coming up. Currently the Onboarding and CS team uses Totango.
- Track health of accounts
- Track communication with account
- Helps everyone stay organized
- More flexibility for users to create success plays
- Send email notifications when updates will be pushed
November 20, 2020
Totango is great!
Totango is being used in conjunction with our CRM to help our Customer Success Managers focus their time on the most important clients. It is being used only by our Customer Success Department. Our CRM is fantastic but it was really difficult to figure out who we should focus our time on. Totango helps us by letting us know which customers are struggling or not using certain features.
- It automates some of the time consuming aspects of my job
- It can bring in lots of data points
- It is easy to log touch points.
- It can be a bit clunky to use
- It is very time consuming to begin using
November 19, 2020
Why we love Totango as Customer Success in Zoom
We are Customer Success Managers and Totango is our Main CRM. It primarily gives us the ease to communicate efficiently with our clients and track short term and long term plan with them.
- Managing account portfolio.
- Easily set up appointments and tasks.
- Not fully customizable by users.
- Not enough filters to create certain client portfolios.
November 17, 2020
Managing my customers with Totango
We are currently using Totango across our Customer Succes organization to manage our book of business across the globe. It allows us to see the customer's lifecycle from onboarding all the way through to quarterly business reviews, upsells and CHURN prevention, allowing us to maximize our time and ensure customer happiness.
- Success flows.
- Account segmentation.
- Health scores.
- Software reliability - Ensuring or doing the very best for no down-time.
- Email notifications if a certain trigger is activated.
- Beta access for us to try ToTo before a new release is GA.
March 24, 2020
Totango is Great!
Totango is being used by a couple of different departments. We mainly use it as a task manager and to check the health score with our clients. We use it as a resource to track our customers and exactly what they need.
- Task Management- Being able to see when the last touch point was and what new tasks you need
- Health Score- the ability to pull reports just on health score so you are able to identify who to reach out to
- Integration with Zendesk and Salesforce
- Ability to add contacts directly through Totango and emails getting synced
March 23, 2020
Totango--making life easy
Totango is being used across the organization for all the CSMs involved. It helps us manage our communication with the customers and get a scalable overview of who is using our platform and how.
- Segmentation is very detailed
- Viewing all customers with ease
- Campaign function is simple and effective
- Health score doesn't add a lot
- Getting to contact details of a person is a hassle
- It's expensive if you have a lot of users.
March 22, 2020
It takes a solid Salesforce Developer to Totango
Totango is primarily being used by the Customer Success and Relationship Management teams. There are a few people outside of those team in higher-level management that use Totango more for reporting/creating segments. In my case on the success team, we were using it to keep track of our clients. We wanted to use it to track what features of Buildout they are utilizing, who is logging in, and so on. We were experimenting quite a bit building healthy profiles for our clients, but it's still a work in progress.
- Tasks
- UI
- How feature requests are presented and then voted on by other users
- Email campaigns are easy to send out
- Creating segments per teams/users is nice but then you have to create a whole new segment when sending out email campaigns. It's double the work.
- Creating reports is nice for like 3 things, but if you want to create reports, in general, it's just not going to show our team what we're looking for. These could use some work for sure.
- The help center was never that helpful for questions I had about segments and such. That being said, maybe our use case was different.
March 20, 2020
First-time success org's experience with Totango
We're using Totango as our main customer success tool on the Success team itself. Unfortunately, while we'd love to have the entire org use it, we haven't gotten the buy-in for it (and that would be totally out of budget considering its price point).We use it for insights on current customers, track our relationships and touchpoints there, and build automated reporting/campaigns to better serve our clients. That said, getting Totango to work with our various systems has always been a chore, so it requires many other teams to work on data/integrations to get it to work.
- Client profiles.
- Campaigns.
- Touchpoint tracking.
- Segments.
- Sometimes segment options/tools are really opaque. There have been times where a certain data point or filter should work, but isn't and no one can tell us why.
- I have no idea how Toatngo's default data values are calculated or why they're calculated the way they are.
- SuccessBlocs are hard to understand.
- We constantly get bad/junk accounts automatically imported into our system via our Salesforce integration. This is another one of those things that were hard to troubleshoot (both for us and Totango), but really slows down our ability to use the tool.
March 16, 2020
Visualizing Customer Success
It is being used mainly by the customer success team. We use it to track customer use of our tool, look for successful customers, and identify customers we can help. We also use it to track our touchpoints with customers to better understand the influence we are having on their success.
- Monitoring customer success metrics.
- Viewing customer metrics over time for any particular customer to identify trends.
- Automatic health analysis.
- Automatic touchpoint registration.
- Reporting trends for a cohort of customers.
March 16, 2020
Extremely useful, but a little glitchy
My company uses Totango every day. We use it as a resource when we need information about brands because Totango pulls information from our platform in. We create tasks that we have to complete and also rely on Totango for many SuccessPlays where they are created automatically for us. It helps us keep track of every brand who uses our platform.
- Automated Tasks
- Organization
- Customization
- There are often glitches
- Can be difficult to set up segments correctly
- Load times
March 13, 2020
Totango - My Daily Lifesaver
Totango is currently being used across our entire customer support organization. It helps manage all of our day-to-day tasks related to our accounts and helps highlight customer engagement with our platform.
- Aggregates data out of Salesforce extremely well
- Helps our different teams communicate effectively
- Highlights account health
- Hourly syncs between Salesforce and Totango would be nice.
- An easier segment setup interface
March 13, 2020
Totango: a sales perspective
Totango is currently being used by our Customer Success Team as well as our Account Management Team to ensure we can stay aligned while working with customers. It has also allowed us to find high-risk customers based on usage, prioritize our workflow, and address customers who are outside their subscription limits.
- Segments
- SuccessBlocs
- Reporting
- Task types
- Accounts with multiple internal contacts
- Refining filtering
March 13, 2020
Totango journey to success
Totango is used across the whole organization. It gives all the necessary data and the right focus of attention on the topics we need to address with our clients to create optimal customer success.
- Focus on topics that need attention
- All necessary data available in one place
- Adjustable, with segments to show what we need to focus on and personal needs
- More room to drill down on customer feedback tool
- Access to sales tool for more detail on opportunities
- Metrics can not always be measured black/white, but color codes do not have room for the story behind the figures.
March 13, 2020
Gets the job done.
Account Management and Customer Success use the service in tandem. I am in Customer Success. We use Totango to track customers' usage of our product, our conversations with customers, and other things to contribute to the "health" or risk of the customer.
- Usage graphs
- Integrating with email
- Automated tasks
- Reading through past conversations/history isn't intuitive (the timeline feature).
It is being used as a CRM to keep track of customer touchpoints.
- Being able to create tasks
- Be able to work with your tasks
- Segments help divide customers
- Touchpoints and Tasks take a very small space on the main page of the company, it could be bigger
- Sometimes it feels a bit convoluted with a lot of features, it would be nice to hide everything the company is not using
March 11, 2020
Totango makes Customer Success easy!
Totango is used in the customer success department to keep track of customer's activity and use of our platform.
- Has the space to include all the information necessary in regards to a brand's activity.
- The ability to create valid and accurate segments.
- Notifications make it easy to keep track of tabs.
- Sometimes can be very slow and the website does not open.
- Sometimes the "stages" of accounts do not record if they are changed too soon.
March 11, 2020
Totango is a decent CRM with potential
Totango is our primary CRM tool and is getting data from our in-house built CRM. This tool is primarily used by our Customer Success and Account Management teams internally. Totango helps us be proactive with customer outreaches and is a source of information as it relates to our customer interactions.
- Logging Detailed outreaches
- Customer usage insights
- Segmentation of accounts
- Reliability
March 11, 2020
Powerful, robust tool!! Take the time to understand it and it will become your Swiss army knife in terms of data extraction
The tool is implemented by our Customer Success Team in EMEA and NA for VIP and Mid Market Accounts. This tool focuses on task management and evaluating the health general health score of my clients individually and globally. It identifies changes in activity on my accounts so I can be proactive rather than reactive.
- You can create segments easily
- As it is a very robust tool, I don't know what features are available to me, I think I use it at the most basic level
- Despite our onboarding manager being very good, I was learning about it before using it so it was difficult to project