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
(1-25 of 166)Companies can't remove reviews or game the system. Here's why
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.
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.
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 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.
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 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
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.
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
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.