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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(406)Attribute Ratings
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July 06, 2022
Great tool for visibility into customer behavior
We use Totango as our primary tool to identify customer health, log interactions with customers, create automated processes to reach out for business reviews and renewal discussions, etc. This is primarily being used by our Customer Success and Retention teams, however the sales team does have limited access to Totango as well.
- Creating SuccessPlays that allow you to automate a sequence of events or reminders (Business Reviews, renewal reminder reach outs, etc.).
- Identifying criteria for customer health scores to easily identify customers that may be at risk.
- Summarizing a listed view of upcoming tasks that need to be completed, either by date or by customer.
- Some data that cannot be imported by the system that we would find useful to have available (for example, we have two different user times - internal and external - and Totango has trouble with reporting on both types).
- Seems like there are some frequent issues with either ingesting data or with some downtime.
Our goal was to organize all customer interactions, health, and process in one system to reduce customer churn and make our customers successful. We looked at other support systems which were only ticket-based and not as comprehensive as Totango. We wanted to automate certain customer interactions and reduce the number of customer success agents we needed to appropriately support our customer base.
- All customer information and interactions centrally located
- You can segment customers in how you view your business, products, services, etc.
- Automatically engage customers through campaigns based on certain criteria
- A very comprehensive tool that can require a steep learning curve (luckily Totango uses their own tool to help you get up to speed on their product)
- Configuration of attributes is easier if you understand logical data modeling
June 15, 2022
It's Good, but more automation please!
We use it to keep track of direct Customer Success interactions and touchpoints with the customer, in the hope that the health scoring gives us an accurate indication.
- Integrates with key systems
- certain automations
- Provides an idea of how a customer may be leaning with regards to the product and/or company
- use some AI or some kind of intelligence to add to health scoring
- keep track of all my emails with customers (this was never setup)
- As a sales-oriented CSM, I find that I cannot "live in Totango" entirely, I need to share my time equally with SFDC. So, at the end of the day, is it improving my work/life? Still on the fence...
June 15, 2022
Totango for a Customer Development SDR
On my team, we use Totango to have a quick overview of the customer's domain. I use it as a tool to decide if I should reach out to the client when it comes to upgrading them to the newer platform we offer.
- Shows client's domain in a quick and organized fashion.
- Everything is laid out where you need it.
- There are small charts that are easy to see and use.
- Making reports on Totango is a little confusing.
- Not having the admin for the domain listed could be added.
June 13, 2022
Totango Experience - first 2 years
Totango is primarily being used by Enterprise and SMB CSMs and managers. We have a number of account execs also using Zoe licenses for visibility. The primary goal is to get a 360 view of the client experience along the journey and proscribe key engagements based on lifecycle and current status.
- Weighted 360 Health Score Customization
- Campaigns and tracking
- Filtering for segments and reporting
- Reporting and Automation
- Outlook Integration
- Survey follow-up questions and closed feedback loop for tracking
April 27, 2022
Happily using Totango for our 3200 customer locations
Totango allows us to scale our Customer Success strategy and customer communications. We're able to build automations both for customer communication campaigns, but also for our CSMs to execute on risk playbooks and ad hoc projects. Health scoring has been a new way for us to judge "top performers" through quantifiable and trackable ways.
- Customer email campaigns
- Pool CSM model
- Health scores
- Risk identification and management
- Time zone specific email sends
- Direct integration with Pendo
- More analytics and insights for CSM pool performance
April 17, 2022
Totango for CS is a must have.
Totango is one of our primary products for our CSM team. We use it to track customer health and issues as well as the main storage location for CS activities. We use it to track how each of our customers is doing through various stages of our interactions. Totango helps visually see the health and well-being of all our accounts in a KPI way.
- Health Scoring
- Customer Journey Tracking
- Integrations with other Sales Products
- Basic Level account usage for team members who need to view but not access
- Expansion of auto tools for customer reach out
We use Totango to manage customer success. Totango integrates fairly well with our platform and pulls usage data at a user level (ofcourse needs a fair bit of work from the tech team at the time of set up and a fair amount of ongoing work as well). We use Totango to view usage information in different dashboards, capture all user interaction history in one place, plan actions, playbooks, automate playbooks based on user actions. Multiple dashboards can be set up for specific visualisations. It is possible to customise Totango to a fairly high degree - which allows for meeting of business needs. However, it does have its limitations - the set up took a very long time and as you dig deeper, you start realising the limitations that Totango has with respect to task management, integrations, documentation, dashboards, etc.
- Visualisations of usage
- Integration with your platform
- Technical Support
- There are a lot of limitations on the types of reports that you can set up
- Task management is really weak and we use ClickUp instead
- Initial setup is fairly complex and can take upto 6-8 months to get things going
February 16, 2022
The Future of Customer Success Software!
We use Totango for client health scores, churn prevention, success planning, business growth and expansion.
- Health Scores
- Success plans
- Customer outreach
- Reporting
- NPS & CSAT integrations directly into our system
February 14, 2022
Great tool due their customizable standardization.
We were in need of a tool that could help us get our Cisco CX advanced certification. We knew what we needed and what we wanted and investigated different tools. Totango's came through due to their strength to provide standardised building blocks which we altered to our CX practise and specific needs. This combination of speed and customization enabled us to be on top of our game sooner than anticipated.
- Helping our CSM's with setting out a clear overview of tasks ahead.
- Monitor different data sources and report on thresholds that are important to your business.
- Their support is awesome. Both from their CSM's and support desk.
- More integrations out of the box would be awesome.
- There is a small learning curve if you want to set the system more to your hands.
February 12, 2022
Totango is our one stop shop in driving CS Success
Totango is being utilized to provide us with a more flexible CRM that offers better tracking and reporting for the different roles that make up Enterprise CS. We manage workflow for specific client outcomes, engagement/touches clients receive and have found great success with Totango campaigns. We specifically like that campaigns are driving client engagement with new products and features and saving our CS team time where they don't need to introduce the feature to the client but instead focus on how it can help with the strategic roadmap. We have found that what we initially thought we would do with Totango has broadened to include more than just CS in our org and are looking at ways in which our Sales team can utilize it as well.
- Campaigns
- Tracking Enagements
- Creating Workflows
- Reporting
- It would be nice to overlay different metrics/values together to see how they are running with each other.
- Better support documentation would be nice on how to build additional insights or even pop-ups inside the application to explain different items to users who are new to it.
- Automated reporting that can be enabled to present specific reports and insights together
February 09, 2022
Very reliable and great support
We use Totango to monitor client health and automate key comms to our clients.
- Triggering automated campaigns
- Internal notifications
- Client health scoring
- N/A
- N/A
- N/A
January 28, 2022
Totango is a must have for SaaS Businesses
Totango is an integral part of our organization. Before Totango, we used a mix of Google Sheets and Zapier to fill out documents to track the progress and health of our users but that wasn't manageable nor scalable. Once we implemented Totango, it changed completely how our Customer Success Operates, how we measure the performance of our agents and how good or bad are we at proving value for our customers. A year after we started using Totango, we have now implemented it across our Onboarding, Adoption, and Nurturing phases and we love it. In the near future, we'll be adding new types of customers so they can benefit from being in Totango.
- Tracking customer's health.
- Visualizing progress between customer journey stages.
- Being a hub of information for different sources.
- Having a more robust reporting platform.
- A more robust orchestration of communication campaigns. Being able to connect them more easily.
- In-app messaging.
- Improving Zoe licenses features.
- Being able to translate Totango's user interface to Spanish.
January 18, 2022
A fantastic tool to simplify your Customer Success
We use Totango to onboard new accounts, view usage, and login history, and automate our processes. The data is displayed clearly, as a solution it is clear and easy to use and the time-saving aspects it allows are immeasurable.
- Automating tasks
- Displaying data
- Saving time
- Some data is difficult to track but beyond that, there are no major areas for improvement
January 18, 2022
Totango great product to manage CS!!
We use Totango as our customer success portal. It has been helpful for us in recognizing processes that we can automate. It also allows us to track CSM and client services on clients. We could also automate our renewals process which is great for our Sales ops team as they can initiate and manage renewals automatically. We are not working on a process to get AMs into the tool to work on their accounts and take action as necessary. We have [learned] and grown with the tool. The CS team from Totango is very helpful and jumps in to support or answer us on things as necessary
- CSM Success Plays
- Client Communication Trancker
- Client Health Tracker
- Automating process
- Checking that client services is working on client accounts
- Moving things across multiple hierarchy levels
- Changing the name of the product group can only be done if we reach out to support. If the admin users are provided this access then we will have less back and forth with support
- Making the onboarding process a bit more technically sound and aligning roles and responsibilities on client-side
January 14, 2022
Totango has revolutionized our client engagement!
Totango has completely revolutionized how we approach customer onboarding and adoption of our product. Where we once had to guess at how well customers were adopting us, we're now able to get a bird's-eye view regarding usage, which in turn allows us to automate our processes regarding account health. It helps us stay organized, prioritize, and focus on what's really important, which is profoundly useful for my team of 11 working with over 2,600 clients.
- Tracking usage metrics
- Generating reports of various customer segments
- Automating processes
- Allowing for tasks to be prioritized in an easily visible way
December 06, 2021
So far, so good!
We use Totango as a Client Success tool/ dashboard. It helps our company see the health score of our client and general NPS in a single platform. It is also automating a lot of our processes that used to be very manual.
- Automate processes
- Visibility on client health scores
- Single source of truth
- We get too many emails from Totango
- I wish it were more intuitive to understand why a health score lowers, what specific metric is causing that to happen.
November 24, 2021
Best CS CRM
We use Totango as our CRM. It is one of the most important applications in our company. All 11 people on our customer success team use it on a daily basis to track customers and maintain tasks.
In addition we use Totango for usage, campaigns, segmenting our clients, and more!
In addition we use Totango for usage, campaigns, segmenting our clients, and more!
- Task management
- Client segmentation
- CRM roles
- Customer service
- Framing usage data
- Tracking time
My customer success team mages customers using Totango. With Totango, we have view and control of the customer journey. Our processes can be automatized and actions are documented.
- Task management
- Customer journey tracking
- NPS campaign and management
- Reporting
- Account and User mixed KPI
November 18, 2021
Totango Builds Customer Loyalty
The Customer Experience area uses Totango to track the adoption process of the subscription-based software products sold by IKUSI to our customers by monitoring the customer journey.
- Easy to set up and use
- Customer journey mapping
- Executive dashboard and customer health
- Succesplays
- Touchpoints
- I would like to have a schema or diagram that shows, at a high level, how Totango components (Succesblocks, Segments, Succesplays, Canvas) are related or nested.
- I would like it if it could allow client deletion without requiring technical support intervention.
I used Totango at work. It is a very good customer retention tool, allowing me and my fellow reps to target the specific accounts that are most in need of our attention. With so many accounts, it can be hard to focus on the accounts in need and the ones that are most important to the business. Totango eliminates that problem.
- Focuses your attention
- Identifies the accounts that need your attention
- Makes you more profitable
- Can be overwhelming
- Can be a lot
- Requires constant attention
November 09, 2021
Totango Helped Us Level Up In Customer Success
We have always been good at measuring dollars as we handle new sales and renewals, but Totango finally enabled us to better track the intangibles that often lead to churn. Totango allows my CS team to better track, react and help their clients while helping themselves with a low churn rate.
- Allows for dynamic health tracking
- Helps us create time and health-based tasks for renewals
- Helps us with the client journey from signature to renewal and beyond
- Certain quality of life elements can be improved in some views and features.
- It's a long shot but more features for prospecting new clients would be welcomed by my team.
- There's room to improve some of the reporting features for my Senior Leadership Team.
November 08, 2021
A Wonderful Platform to Help You Level-up Your Customer Success Game
We use Totango within our Customer Experience department to help provide our team with proactive insights on potential client issues or opportunities as well as to better plan around a client's upcoming contract renewal or stage in their lifecycle with us.
- It identifies customer opportunities/challenges via automated platform usage reporting.
- It stores playbooks for addressing a variety of day-to-day workflows for our team with regard to customer interaction.
- It allows for unique reporting views of a wide variety of customer data and intelligence to help make better decisions.
- I would appreciate more enduser-friendly/more obvious workflows via its layout UX.
- I would appreciate it if it could ensure the views of specific users in the system can remain "sticky" throughout several views within the platform if desired (provide the option).
November 08, 2021
Totango - Really Enjoying the Platform So Far
We utilize Totango as a Customer Success software that aids with account management. Totango allows our Customer Success Representatives to easily document emails, analyze clients' usage of our products, manage renewals, manage projects and run success plays to prepare/create plans for accounts.
- It traces easily providing documentation of emails and manual notes.
- It integrates with our pre-existing CRM system to enable us to see renewals and pull reports.
- It can easily sort account information.
- It provides tasks to help with account management.
- It enables communication between teams to collaborate on accounts.
- In my opinion, Totango reports take a long time to load.
- You can't link to saved reports. You have to manually enter the user's name each time.
- If there are multiple tabs open of Totango at once, it runs slower.
August 24, 2021
Totango Review from Light Users
[Totango is used for] tracking the status of who owns the account, when the account expires, customer ACV, [and] customer [communications].
- It provides easy to access customer information.
- Keeping track of customer [communications] is a little messy.