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
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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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Reviews and Ratings
(408)Attribute Ratings
Reviews
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January 09, 2024
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 customer marketing/nurture campaigns, account health scoring, data and insights and customer surveys.
- Data & Analytics
- Process Creation & Mapping
- Customer Campaign Targeting & Creation
- More Integrations
- Advanced Reporting
January 08, 2024
Totango is to-tally great software
I use Totango to manage my customer account profiles. The software ensures there's a single source of truth for any need to know customer information.
I log customer touchpoints including emails, meeting notes, and other internal notes. I use the reminders and agenda features to keep track of to-dos. My org also has automated SuccessPlays for things like the renewal process.
I log customer touchpoints including emails, meeting notes, and other internal notes. I use the reminders and agenda features to keep track of to-dos. My org also has automated SuccessPlays for things like the renewal process.
- Account portfolio tracking
- Customer touchpoint timeline
- SuccessPlay automation
- More intuitive UI for some of the analytics features
- Streamline the Notifications and Agenda page (I don't think they need to be separate)
- Integration with Google Slides/Docs/Sheets for viewing customer files
January 08, 2024
Totango is a game changer for CS teams.
We implemented Totango to manage our Customer Success Team's accounts in a way that would help us scale and improve our relationship with customers. It gave us a platform for organizing data, and keeping track of all of our touchpoints, as well as allowed us to centralize communication and collaboration. It was truly game changing.
- Health Score Tracking
- NPS Surveys and Reminders
- Touchpoint tracking
- Task Creation and reminders
- Totango seems to be spreading out into other areas, which is great, but I hope they continue to focus on making the Customer Relationship Platform a priority.
January 08, 2024
I like totango
I use totango to manage my book of business, which has ranged from 250 to 700 customers. It helps me to monitor changes in customer health and remain organized. it has helped significantly with customer outreach
- Dashboards and Segments
- Task Management
- Logging touchpoints automatically
- Mass deletion of tasks
- shared segments in personal folders based on privacy settings
- task view differentiation
January 05, 2024
Would 10/10 recommend Totango for your CSM team!
We use Totango to manage the health and success of our clients. Our clients are mostly Human Resource professionals. Our product is an employee engagement platform.
- Customizable metrics
- Customer Health indicators
- Interactive dashboards
- Campaigns to customers are hard to navigate and create
- The integration with Gmail is clunky
- Customer Dashboard could be more customizable
October 27, 2023
The bomb in customer success software!
We use Totango as a customer success solution to keep track of our customer's journey from sign-up to advocacy. Before Totango, we struggled to keep track of meaningful aspects of the client relationship, and Totango has provided us with a solution. Now we can easily manage a high-touch customer experience for clients at every stage of the customer journey.
- Enables us to easily send and collect NPS & CSAT scores regularly.
- Syncs with HubSpot to bring in updated client data and deals automatically.
- Allows us to manage clients based on health score which is multi-dimensional.
- I can log touch points directly in Totango from Gmail so easily..
- As we improve and develop our non SaaS business client experience, Totango continues to develop more functionality that we can benefit from.
- I'm still waiting for Touchpoint templates which will be a game changer.
- Some of the functionality I feel you need more backend knowledge to utilize some as it involves more technical language; however, the tutorials are very helpful.
- This could be a gap in my knowledge, but I'd like to see some more 'if, then' type functionality that includes sending a touchpoint automatically, for example.
Score 10 out of 10
Vetted Review
Verified User
we use it to control our SAAS application usage , license subscriptions, product promotion, customers segmentation and digital engadment. and our scope is keep on growing and don´t lose any license oportunity, and minimise the churn cases.
- customer segmentation is great and fase segmentation also
- toutch points and tasks, a good way on having everything reported and under control
- successplays are great if you have multiple tasks to do, it will do it for you automaticaly
- agenda, in one blink of an eye you have your agenda
- speed need to be improved
- some times it hangs and you need to refresh the web page
- in some cases in a segmentation when you go back to the previous page it is not
June 19, 2023
¡totango has become an ally for everyone's success!
I use totango to follow up on the different pits within the life cycle of client projects, within Totango we organize the QSRs and all those Touchpoints that we consider appropriate according to the complexity of the project, our use cases are DC, Enterprise Networking, collaboration, security, DNA, and others.
- alert when you are not meeting the metrics established to have a health score
- the adoption and follow-up provided by our assigned Manage Service Provider
- how friendly the handling of the tool is
- the interaction of the Totango tool with other internal axity tools
- totango has different training materials and I would like them to be available in a language other than English, such as Spanish.
June 09, 2023
All in one CS
Totango runs our onboarding process, customer journey, and renewal cycle. We also use the system to track KPIs, account and user activity.
- Easy, configurable journey mapping
- Customer segmentation
- Activity tracking
- Reporting
- Aggregating user metrics
- Survey flexibility
May 22, 2023
Buyer Beware
Score 1 out of 10
Vetted Review
Verified User
We attempted to use Totango for client success/customer success. We had hoped, we could use Totango for setting up customer satisfaction scores; creating alerts on user interactions; volume; etc.
- I don't think Totango does anything well.
- Integrations -- in my experience, they constantly break and disconnect.
- Implementation -- I feel it was a HUGE challenge to set-up our environment. It took over 200 hours and it didn't work.
- Communication -- during implementation/onboarding, in my opinion, we were mislead on how to create some of our custom data objects and it ended up being a big waste of time since the approach we were instructed to use ended up being incorrect.
One of the key benefits of Totango is its ability to improve efficiency. By providing us with a centralized platform to manage all aspects of customer success, Totango helps us streamline processes and automate repetitive tasks. We love data-driven insights. Totango provides us with a wealth of information on customers, including their behavior, engagement, and satisfaction levels. We use this information to improve customer success strategies, allowing us to better understand customers and deliver more personalized experiences. Totango empowers us to identify and address potential issues before they become problems, proactively engage with customers, and ultimately drive customer satisfaction and loyalty. It's proven to be a game changer, and we have watched as retention and growth rates have increased.
- Automate engagement using campaigns.
- Generate tasks based on activity, date, or other criteria.
- Carefully track NPS and customer satisfaction.
- Editing templates can be slow and confusing.
- Building items across teams can be a challenge.
- Reports and segments seem to be the same thing and it's a challenge telling people to build a segment when they are looking to build a report.
March 03, 2023
Totango for the win...
Totango enables my Customer Success team to see all of our customer data in one spot. This provides a much more comprehensive view of customer health scores and allows us to make educated and more automated decisions regarding how to best help our customers. Totango's automated success plays help facilitate a clean best practice for my team to follow so that we can ensure all customers are receiving a consistent approach and the right level of touch. The customer data hub makes it very easy to integrate with external data sources and the onboarding team was very helpful during the implementation stage.
- Customer health profiles are able be configured to accurately assess health for the different types of customers that we work with. Customers don't have to fit into the same box.
- Onboarding was very comprehensive and really helped make sure I was set up and ready to go live with my team on day 1. They proactively worked through any issues/ questions that came up.
- Totango made it really easy to support a multi-tiered customer hierarchy and have all their scores and data roll up into parent accounts. This was essential as we work with different business units that subscribe to our various products.
- Jira integration could stand to improve a little. I was easily able to get my list of tickets to pull into Totango but was told Totango wouldn't be able to summarize that data so I can see the overall number of tickets for a customer. Instead, I was required to create a manual process to create this data and upload it each week.
February 14, 2023
Great CX value and straightforward software for the price
We use Totango to manage customer activity, health scores, and playbooks within our organization
- Automate health scoring based on a number of quantitative and qualitative inputs
- Guide customer success teams on SuccessPlays to standardize the customer experience
- Create dashboards on reporting and insights for clearer decision making
- Being able to send an NPS link directly instead of through an email campaign
- Logging updates on touchpoints often requires many more clicks than actually should be required
- The tasks and notifications are not as user friendly as other CRMs
January 27, 2023
Totango - a must have for every fast growing company
Our company is a startup which grew up really fast within the last 2 years. Our customer management system was based on spreadsheets and google docs, and as we acquired more and more clients it started to turn unscalable. There were lots of documents, all over the company's Drive database and things usually got lost and it started to get difficult to properly follow and update all our customer's status. With Totango came the solution to this issue, because we can have all of our customers in the same place, under the same format no matter who manages them and got really easy to get info and metrics from there.
- Customer Management
- Easy access to metrics
- Customer Health and Churn information
- Possibility to download graphics
- Better data analysis tools
January 26, 2023
Couldn't be happier
We use Totango to organize the workflows on our Customer Success team and Account Management teams. Having a single system that allows both teams to cleanly split up the tasks needed, so we don't overwhelm the client and can support them fully in their customer journey is a huge benefit to our organization.
- Organized Tasks
- Automate Email Cadences
- Automate CSAT & NPS Surveys
- Automate and call out customer health risks
- Additional integrations with delivery tools - Pendo, Avature
- I really can't think of anything else. We love your product!
- I really can't think of anything else. We love your product!
January 25, 2023
Totally Totango!
We use Totango as our CRM. It is very easy to understand and helps me complete my task efficiently. I think one of its best features is the ability to search a customer's account with just a company domain. It saves time and effort instead of switching from one database to another. Other CRM does not offer searchability as Totango did. I also like the way how our task view was set up in Totango. Instead of cluttering the entire page, it lets me view week-by-week tasks so I can manage them properly without getting overwhelmed by upcoming weeks or the following month's list of tasks.
I am happy that I got the chance to experience Totango. The UI is clean, packed with a lot of features, and of course, easy to navigate.
I am happy that I got the chance to experience Totango. The UI is clean, packed with a lot of features, and of course, easy to navigate.
- CRM, Database
- Link to Saleforce(Integration)
- Task Management
- Campaign sending
- There are few instances that Totango was down
- It was not synching properly to other apps i.e. SFDC
January 25, 2023
Totango - A customer data platform
We use Totango to track customer engagement. We've built our own rules/segments to see how the touch points are tracked, customer activation rate, team reports for reviews etc.
- The Segment is one of the good features I personally like. It's easier to track data within a team + customer engagement rate.
- Touchpoint timeline is great too. It allows us to see at what stage the touchpoint was logged and by whom.
- Alerts when the customer engagement rate falls below the threshold. It allows the OB and CSM teams to touch base with the customer when the engagement is low.
- The data seems to be changing quite often. i think this is primarily for our use case. Coz we track weekly activation rates internally using Totango and sometimes it's not consistent.
December 20, 2022
Wonderful for managing all books of business!
Totango helps organizations with information accessibility challenges. It is user-friendly and allows all teams with user access to get up to speed with their customer accounts with a few clicks. I stay on top of my customer interactions by tracking tasks, capturing links to CSPs and customer initiatives, and following up on pertinent touchpoint action items. The info is easy to find and gives a high-level overview of my book of business and detailed info on particular accounts that need a little more love.
- Allows for ease of monitoring and taking action when necessary.
- Provides the ability to organize customer timelines and filter events by category.
- Notifications for tasks to aid in the CSM daily workflow.
- Leaders can access a quick snapshot of the team portfolios and identify at-risk situations.
- I would love to see certain touchpoints and other action items updated in real time. It is difficult to keep up with what I have taken care of and what is still open without keeping notes on my actions on heavy admin days.
September 07, 2022
Outstanding Experience.
I use Totango to manage my book of business, including logging touch points, keeping track of tasks, and automating processes. Our team manages a subset of our customers in Totango, which provides a quick place to find key account information, calculates customer health, and provides visibility to leaders on the status of our relationships with our customers. We've also developed success plays and campaigns to target our customer base and establish best practices among the team.
- Totango easily integrates with other tools to pull information in one place.
- Totango is extremely easy to configure how you want, including adding new attributes that are important to you, creating segments relevant to your business, and automating processes through SuccessPlays and Campaigns.
- Totango Support is amazing! Very knowledgeable and prompt!
- Totango provides so many resources for users, including tutorials, a knowledge base, and the new creator campus. It's awesome.
- I'd like to see more calculation possibilities for collections data. For example, if I'm pulling in current support cases, being able to count how many within Totango would be helpful.
August 21, 2022
Great ROI, makes our lives so much easier
Score 9 out of 10
Vetted Review
Verified User
We use Totango to manage our high volume, high touch style of Customer Success. This means we use as many automations as possible to trigger campaigns and tasks to keep our CSMs operating at a high level of efficiency. The ability for our CSMs to share work with each other has been a game changer. Also the ability to easily log touchpoints and then create segments based on those touchpoints as given us new data and insight into our daily work.
- Touchpoints
- Campaigns
- Automation
- Profiles
- Portfolio
- Dashboard
August 16, 2022
Totango has amazing features and capabilities
Score 8 out of 10
Vetted Review
Verified User
We used Totango to understand the health of our clients and to keep internal teams informed on the status of major milestones. This was helpful to people who missed meetings or those who weren't involved in the day to day project (e.g. leadership). There are a lot of features available and a lot of customizations. That can be a good thing, but it can also be cumbersome. One thing that's important is to make sure that everyone who is using Totango uses the same format and same customizations.
- Notes
- Health Score
- Client Risks
- Lots of features can feel overwhelming
- It takes time to learn the product
- Ensure teams use the same templates
Problem - Implement the playbook for our onboarding and CS team. Scope - All customers that the business development team signs up.
- Emails to customers based on filters - whenever a customer hits a criteria.
- Integrations are superb and we are able to see a multidimensional view of the customers.
- Canvas for defining the playbook.
- Bugs in Successplay automation - not resolved since more than 1.5 months.
- Product usage aggregation also results in the creation of blank accounts visible on the front end.
- Touchpoints are a bit difficult to log. It could have been much easier.
July 28, 2022
In the right path with Totango
I use Totango to create data points and then build campaigns under the different SuccessBlocs to trigger them according to the target set. Afterward, I have to monitor the performance of the emails sent and look for opportunities to optimize the process.
- Create campaigns
- Monitor performance
- Optimize the process
- Mobile app
- PDF integration embedded in emails (PDF forms)
- Undo option
We use Totango on a daily basis to track the overall health, campaigns sent touch points, and more for our individual book of business. It helps us manage our accounts, know which ones need attention, account history, etc. We also use it to send targeted marketing campaigns for our large user base.
- Targeted marketing campaigns.
- Dashboard to see overall account health and daily activity.
- Overview of account information.
- Customizable tasks which can then be your daily agenda or reminder.
- Ability to open links in reports in new tabs.
- Skip success plays for unresponsive customers, so that we don't go through the entire lifecycle.
- CSMs can customize account overview info.
July 22, 2022
Huge fan of Totango
We use Totango to manage our customers post-sale. It allows us to stay on top of the journey, identify risks and manage the renewal. It is insanely easy to set up (and you can get started for free!). It allows me, as the manager of the team, to get different dashboards on the overall picture of our customer health, as well as make sure the team is on track with their daily activities.
- Health Scoring
- CSM Activity Management
- Renewal Planning
- Renewal Reporting
- Some of the data is updated daily, rather than real time.
- There are a lot of features, and it can be hard to know where to start.