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Totango

Totango

Overview

What is Totango?

Totango customer success software helps enterprise businesses and cross-functional teams accelerate customer outcomes in productivity, retention, and expansion. 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…

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Recent Reviews

All in one CS

8 out of 10
June 09, 2023
Incentivized
Totango runs our onboarding process, customer journey, and renewal cycle. We also use the system to track KPIs, account and user activity.
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Buyer Beware

1 out of 10
May 22, 2023
We attempted to use Totango for client success/customer success. We had hoped, we could use Totango for setting up customer satisfaction …
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 17 features
  • Customer segmentation (243)
    8.3
    83%
  • Customer profiles (251)
    7.9
    79%
  • Product usage (243)
    7.8
    78%
  • Customer health scoring (253)
    7.6
    76%

Reviewer Pros & Cons

View all pros & cons

Video Reviews

1 video

Totango Review: Stands Out Because Of Its User Friendly Interface
02:00
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Pricing

View all 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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Product Demos

Totango Customer Success Walkthrough

Navattic
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Features

Security

This component helps a company minimize the security risks by controlling access to the software and its data, and encouraging best practices among users.

8.4
Avg 8.6

Platform & Infrastructure

Features related to platform-wide settings and structure, such as permissions, languages, integrations, customizations, etc.

7.9
Avg 8.5

Customer Data Extraction / Integration

Customer data extraction / integration

7.6
Avg 8.6

Customer Success Management

Customer Success Management

7.6
Avg 8.2

CSM Reporting & Analytics

Reporting & Analytics specific to customer success management

7.5
Avg 8.1
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Product Details

What is Totango?

Totango customer success software helps enterprise businesses and cross-functional teams accelerate customer outcomes in productivity, retention, and expansion. 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

Screenshot of Collaboration tools to manage a customer portfolioScreenshot of a 360° view of customer healthScreenshot of the dashboard to monitor customer metricsScreenshot of an engaging in-app experiences and email campaigns to improve customer retentionScreenshot of integrated data in the Customer Data Hub

Totango Video

New year, new evolution of CS, new Totango

Totango Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS

Frequently Asked Questions

Totango starts at $2988.

Gainsight CS, ChurnZero, and Catalyst CSP are common alternatives for Totango.

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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Comparisons

View all alternatives
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Reviews and Ratings

(408)

Attribute Ratings

Reviews

(1-25 of 171)
Companies can't remove reviews or game the system. Here's why
May 22, 2023

Buyer Beware

Score 1 out of 10
Vetted Review
Verified User
I've implemented dozens of systems over the last 15 years and, I feel, Totango was by far the most challenging. I have a background in several areas, but the most applicable to Totango is my background in data management, systems administration, programming, web design, web dev. Totango was very challenging to set-up. Other systems have more intuitive UIs and onboarding. For anyone wanting to use Totango, don't. For those that are still not convinced, I would make sure you are game for a very long implementation and the ongoing maintenance of syncing/resyncing. If you are in charge of implementation, in my experience, this is a not a 'set it and forget it' type of platform. It does require someone who is highly technical to partner with your customer success team to make sure it is functioning properly.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Totango had a much cleaner UI and was much more affordable for a small company. Totango also looked like it would be more straightforward and easier to use for my customer success team. Other companies didn't handle the multi-level customer hierarchies as cleanly as Totango and this was a big selling point for me.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Pipedrive is a great CRM for Sales purposes but it doesnt give much tools for CX management. Totango is all the opposite, it is an excellent product for Customer Management . We currently use both platforms integrated with each other and it gives great results to both Sales and Customer Success teams
January 25, 2023

Totally Totango!

Score 9 out of 10
Vetted Review
Verified User
Incentivized
Totango's UI is clean, very easy to find whatever you need on the account. Its ability to search using the company domain of a customer definitely saves time and effort instead of switching to other databases. It also allows me to view my task on a weekly basis instead of scrolling through a long list of pages. Although other apps can be tweaked the way I see it in Totango, it requires many clicks before I get there. My portfolio's agenda in Totango is already set to look up my current week.
July 22, 2022

Huge fan of Totango

Jessica Morales | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
I think Totango has features and implementation very similar to top-of-the-line CRMs but is easier to implement. Its incredibly visibly pleasing and out-of-the-box dashboards make it easy to get immediate visibility into your customer landscape. They also have a great customer support offer that allows you to join weekly Q&A sessions with great follow-ups, so you are sure to get everything right from the start.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
I was not part of the evaluation of ClientSuccess in detail, but the main thing we liked as an advantage of ClientSuccess was the customer lifecycle stages. For the Gainsight comparison, our data could be ingested better with Totango which is why the decision was made to move forward with Totango. Otherwise the Customer Success team was split between Gainsight and Totango.
Score 6 out of 10
Vetted Review
Verified User
Incentivized
I don't make the purchasing decisions, and I don't know which other companies were in the running, but as far as the expectation of what we had anticipated TT doing for us, and what we see in our day-to-day, I think it answers the biggest questions we had which were - "how do we know the health or likelihood to renew of any given customer?" Totango definitely answers that question (as long as you put in the hard work during setup).
Matt Portner | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Totango was a good fit and middle ground between Gainsight which was overwhelming for our needs and ChurnZero which at the time was not as mature as it is today. Simple to use straightforward interface which is also flexible and customizable. The Totango product team has been great about acting on feedback and customization requests as well.
Shona Fenner | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Totango seemed the best way to have quick wins, long term wins, and work through optimizations and iterations along the way. We could launch piecemeal and adapt to our business needs as we saw value in Totango, instead of having to create a masterpiece that would be complex to adapt and change. While Totango is not the biggest company in the game, they did have an honest sales process and both sales and onboarding walked us through the program, highlighting how it could work for us and grow with us.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Planhat feels like Pandora's box. It was very cool, shiny, complete but felt like an empty canvas. We felt so overwhelmed by the amount of possibilities that we didn't know where to begin. Because we sought out a tool which could help us out with the best 'time-to-value' due to customizable standardisation, we signed with Totango. (BTW: Reading the book and agreeing with the CEO might have helped out as well.)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We had previously used Salesforce for years for our CSMs and other functions but found that it never quite met what we needed it to do for our CSMs. It was cumbersome with reporting and showing workflow. It was also more manual with detailing engagements or reaching our clients with new feature information.
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