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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Score 10 out of 10
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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
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
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
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
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
August 24, 2021
A Great Tool to Keep Your Team Focused on Your Customers and the Value They Get From Your Product
We use Totango with our SaaS product that is deployed with thousands of enterprise customers globally. It is used to help us analyze and understand how our customers are using our product - what modules they are utilizing, how many users are utilizing it, and generally, get the customer health score to assist our customer success team, account executives, and management team.
- It integrates well with our product database - crucial to get reliable, real time data.
- It breaks down the utilization of the tool and empowers us to analyze customers' behavior and usage.
- The daily/weekly utilization charts in the tool are not as intuitive as one would think.
- Customer health indicator does not explain what the calculation behind it is (although reliable!).
August 17, 2021
Totango is a Great Resource for Customer Success Teams!
Totango is used as our primary CRM and is integrated with SFDC as well. The Customer Success team uses Totango, but with the integration, we can ensure the Sales team sees all of the notes as well in Salesforce. Totango has been much more effective for our organization than our prior use of Gainsight. The reporting capabilities are very functional, and Totango continues to enhance its mobile app for easy on-the-go notes/updates.
- Reporting
- Mobile app
- Ease of use
- Integration with email
- Logging running account notes instead of just individual touchpoints from a specific point in time
August 17, 2021
Totango - A Very Helpful CS Tool!
It is used by the Customer Success department across all regions. It helps with logging customer communications and reporting.
- Attractive UI
- Customisable
- Detailed
- Synchronization of data with other apps (e.g. Salesforce)
- Limited number of users on certain plans
- Sometimes difficult to navigate
August 10, 2021
Totango - Amazing Tool for SaaS Success Strategy!
At Instapage we use Totango four our Enterprise Book of Business. It is being used by the Customer Success department, and other departments too such as part of the Sales Team, and billing team. The Totango framework helps us with our success strategy, it is the go-to place for the daily activities of all Customer Success Managers in the company. It helps to keep track of everything Enterprise related, it is exactly what it needs to be: A strong customer success tool.
- Totango is easy to integrate with our systems. Their API is fantastic.
- The fact that Totango allows a clear customer segmentation is really helpful in our case.
- The Totango Health System helps with the departmental goal tracking and OKR's.
- The SuccessPlay feature is amazing, helping with the customer journey optimisation.
- Totango understands the needs of the Success Industry, and applies that in the technology.
- Some things could be a bit more customisable when it comes to specific sections of the interface.
- They could improve a bit more on the bug side. The application has bugs sometimes and it's frustrating to have to contact support often. On the other hand their support is great.
- Specific dashboards should be a bit user friendly and easier to find in some cases.
March 09, 2021
Totango is My Go-To
Totango is currently utilized in our Customer Engagement team to track touchpoints, account health, contracts, etc. Due to the size of our company, there are hundreds, if not thousands, of users. We had a lot of disjointed systems in the past, and Totango has helped us bridge those gaps and bring information together into one source for our experience management.
- Integration with other internal systems is smooth and mostly seamless. I was not part of the implementation, but as a user, I rarely experience problems.
- The UI makes it to understand and find what I need. When I was a new user, I was up-and-running within 30-45 minutes with no real training.
- Notifications and touchpoints are easy to administer and send within Totango, so I know the right message is going to the right person.
- Faster load times would be beneficial. When I search, it often takes a while to load.
- Desktop notifications would be nice to have. I like the notifications within the app, but desktop notifications would grab my attention better.
- Sometimes I find it hard to locate the appropriate support items. Making the search a bit more powerful might help.
February 27, 2021
An easy pick!
It is used by the Customer Success team in our company.
- See which accounts need to be re-engaged.
- Overview of at-risk revenues.
- See which sections of your app are least used.
- Improve on user experience.
- An easier on-boarding process.
- A more intuitive reporting system.
February 24, 2021
Customer insights are within reach (with a bit of developer help)
Currently our Customer Success and Onboarding teams use Totango, and we will soon be opening it up for our Product, Sales and Marketing teams to use certain features and access customer data. It allows us a centralized place to view customer communications and progress, through the multiple ways they might interact with our team and product.
- Centralizing communication - I can see all the emails sent to a customer from me or my colleagues, as long as they bcc Totango.
- Tracking activity - while our team has not fully implemented this feature yet, it is one of the main strengths of Totango to be able to see the actions of your customers in your product
- Segmentation - you can pull segments of customers or users so easily based on pretty much anything you can think of, and share them with others.
- Ease of integration with our product - the reason we haven't fully used this feature is it has to be integrated by a developer.
- In-app messaging - we can send emails based on user behaviour, but I would like to be able to send them messages in the product.
- The knowledge base is sometimes hard to search and use, there are multiple articles that seem to cover the same topics, and I often find myself viewing 2 or 3 articles before I find the right one.
December 02, 2020
Simple but powerful!
Totango is being used in our Customer Success function and allows the team to quickly view key stats on a customer to keep a broad overview of the health of their customers, whilst at the same time having access to detailed reports for day to day working and helping customers to achieve objectives. It allows the team to efficiently stay on top of their customer base and focus on what really matters, the customer.
- Key insights into customers
- Easy action plans
- Customisable reports
- Opportunity to log tasks outside of the customer base for all other things we have to do in a day/week
- Better filtering of touchpoints
- More variety of views for agenda items
- Emailing needs some improvement
December 01, 2020
I'll To-Tango with you
Totango is being used as the primary CRM for our customer success team and support team. We use it in conjunction with our own admin page and Zoho subscription. Overall we gather usage data and the biggest issue is the accuracy of the usage data coming into Totango. I would like to be able to pull further actual usage than just clicks within our software.
- Success plays. i love them. I am constantly making new success plays to help scale our team.
- Tasks overall allow for a lot of detail and i enjoy the customization.
- The ability to make campaigns is super important and convenient.
- Although I love the ability to make campaigns I think there should be better customization and layouts.
- Notifications are excessive.
- The ability to copy and paste works sometimes not always.
December 01, 2020
Totango's impact on reaching customer success goals
Totango is currently used by our customer success team, including onboarding. We are looking to solve lack of visibility on customer communications and looking to optimize customer outreach across the board. We also want to create a place that centralizes all customer communication, whether it be with Sales or Support, in one system.
- Task Management
- Calculating Customer Health
- Communication Logs
- Customer support
- Laggy integration sync
- Less intuitive UI
December 01, 2020
Totango rocks
Totango is used by our customer success group. it is extremely useful for us because it represents all the important parameters that our customers use like the revenue, number of users, the kind of applications, etc. I really feel this is the best tool that have ever used in customer success.
- One snapshot of information.
- One tool to compare all customers.
- Best user experience.
- Saves lot of time.
- Mobile app is missing.
- No much granular details in usage.
- No trouble shooting tips.
November 24, 2020
Great for daily use!
Totango is used as the primary database and record of truth for our customer success organization, managing account/opportunity temperature, notes/tasks/email, planning for business reviews and renewals.
- User friendly.
- Intuitive.
- Formatting of notes isn’t always carried over correctly.
- Improvement to the UI of the mobile app.
November 24, 2020
Totango. Relationships documented.
Data Intensity is the largest independent multi-cloud managed services provider delivering enterprise application and database managed services, business intelligence and analytics to a global client base. We use Totango as a single-pane for our Customer Success team to leverage data from a variety of sources such as Salesforce, Oracle EBS, Service Now and dozens of SharePoint spreadsheets. Ultimately this allows us to provide a smoother experience that our customers have come to expect.
- Gamification of Data.
- Consolidation of data from disparate sources.
- Standardisation of view across various geographies and silos.
- Ease of access to the tool. SSO clunkiness and mobile experience.
- Reporting; granularity of custom reporting.
November 24, 2020
Great tool for Customer Success
It used for all the Customer Success team both in our US and Israeli office.
We use it to manage our customers and keep track of everything in the customer management (calls, tasks, important information).
We use it to manage our customers and keep track of everything in the customer management (calls, tasks, important information).
- Tasks.
- Connection with our software to understand the customer activity.
- Fill easily all main customer information to see an overview of the customer information.
- A better overview of the tasks/touchpoints history, sometimes can be hard to see.
- Sometimes the system is slow.
- A better app user experience to manage easier customers from the app.
November 24, 2020
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.
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 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
March 11, 2020
Totango Helps Tame my Outreach Timelines
Totango is used by our Customer Success team to ensure we are proactively outreaching to our accounts. There are certain tasks that generate to ensure we are in constant contact. It has been easy to customize to suit the needs of our department and industry.
- Customizable/Scalable as the book of business grows
- Responsive customer support
- Timely management of customer outreach
- Unannounced forced changes to UI (was able to revert)
- Some improvements seem to just create more clicks
- If you do too much at once, the UI can take a second to catch up while it saves changes on the back end
September 23, 2016
Wish we had Totango a year ago- great product!
Our Customer Success department uses Totango. It allows us to get insight into the health of our customers and helps us turn that insight into action.
- Insight into customer health. This is critical to retention rate, and Totango has sophisticated abilities to determine and measure health.
- Automated internal tasks. Based on user actions or health status, you can automatically assign tasks to team members to take action.
- Automated emails. Based on user actions or health status, you can automatically send emails to customers.
- Project management. There is some functionality in this area, but we are currently using an external application for project management for our onboarding process in order to handle the advanced functionality we need.