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%
Reviewer Pros & Cons
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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).
Comparisons
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Reviews and Ratings
(408)Attribute Ratings
Reviews
(1-4 of 4)Companies can't remove reviews or game the system. Here's why
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
70%
7.0
78.33333333333333%
7.8
70%
7.0
60%
6.0
26.666666666666664%
2.7
- Increased retention
- Increased LTV
All systems have positives and negatives but Totango fit immediate needs best
Customer Success, Operations, Support
1
Flexibility and some CS Ops / Rev Ops background to fully unlock system potential.
- Onboarding
- Customer Health
- Customer Journey
- Centralized data source for disparate data
- Value drip automation
- Revenue projections
- Tech touch programming
No
- Ease of Use
No - we have not done any customization to the interface
No - we have not done any custom code
November 07, 2016
Totango - A must for any CSM
Totango is currenlty being used by the entire organization in order to track our customers' engagement with the product, their general health, as well as to segment our customer base, keep track of the current and past MRR and revenue/other cost metrics, and finally as a platform that facilitates email campaigns.
- Easy to set up health metrics
- Email campaigns with included goals and statistics in relation to them
- Account segmentation
- Various minor bugs and glitches
- Inability to remove accounts/users yourself
- Revenue center is still very basic
70%
7.0
82%
8.2
70%
7.0
50%
5.0
60%
6.0
- Better customer retention
- Increased insight into product usage
- Better targeting of users based on MRR
I was not with the organization when the choice was made. Other products, however, were evaluated based on free trials and live demo sessions.
- Salesforce
Salesforce was integrated fully through Totango's own integration hub.
September 23, 2016
Great software! Long & complex implementation
We use Totango for customer health profiling and predicting/managing churn. It is used by our CSMs and customer service management. Our customer onboarding team also uses Totango to manage workflow and handoff of various deliverables.
- Aggregate customer data.
- Analyze usage & adoption and use it to trigger health warnings and proactive account management.
- Monitor CSM engagement.
- Lack of flexibility for business models outside of core (subscription-model SaaS).
- Complex implementation, very hands-on.
75%
7.5
80%
8.0
80%
8.0
N/A
N/A
N/A
N/A
- Proactive contract management (engagement & review reminders pre-renewal).
- CSM alerts of health-impact activities (i.e. low NPS submission).
- Promoter.io (via Zapier)
- Internal product/database
- Salesforce
Depends greatly on the product. Integrations that we are running through Zapier work very smoothly and were easy to set up. The native Desk integration is very limited. We have been unable to find a JIRA integration solution that allows us to tie contract value to JIRA tickets or bug instances to account health in any real way.
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.
60%
6.0
90%
9.0
100%
10.0
100%
10.0
85%
8.5
- We are still measuring this, but already I can see that it has prompted me to reach out to customers that were possibly at risk of churn and engage them. I may not have known about that customer's churn risk without Totango.
We selected Totango over other products because of the balance between sophisticated functionality (like customized health categorization based on usage) and a reasonable price point.
- Salesforce
The depth of integration: we use Salesforce to tie accounts in our app to Salesforce accounts. Initial connection was easy with the help of Totango's onboarding team. We're able to even bring custom fields at the account level into Totango. But take note that currently Totango doesn't sync User data directly with Salesforce; instead, they use a third party workaround. That workaround is functional but it's not part of the direct integration.