Totango Reviews

101 Ratings
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Score 8.1 out of 100

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Jordan Silverman | TrustRadius Reviewer
November 20, 2019

Best CS CRM

Score 7 out of 10
Vetted Review
Verified User
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Likelihood to Recommend

Totango is awesome as an application. The main thing we currently are missing is the ability to track time our CSMs are spending on tasks and with clients.

The account management could be better also. But overall it is the best CRM I have used.
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Vincent Frisina | TrustRadius Reviewer
November 20, 2019

Totango

Score 9 out of 10
Vetted Review
Verified User
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Likelihood to Recommend

Totango is well suited for an organization where code can be deployed easily and the account management team has a clear idea of what activities drive renewal success.
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Gunjan Marwah | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Reseller
Review Source

Likelihood to Recommend

Totango is well suited for a team that wants to get started quickly with their key focuses/playbooks already defined, and one that is looking to continuously learn and enhance their processes and approach to customer success.
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Christtian Pinto | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
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Likelihood to Recommend

  • It allows me to easily manage my full book of business.
  • It gives me a holistic view of my account summary and respective health.
  • It integrates with our email and CRM.
  • Campaigns are a great way for us to target our customers based on tags as well as geolocation.
  • Creating customized segments if I want to monitor a specific group of accounts who share the same tags.
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Anonymous | TrustRadius Reviewer
September 17, 2018

User friendly

Score 7 out of 10
Vetted Review
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Likelihood to Recommend

I liked the ease of creating tasks to keep up with work and being able to see all my notes on a customer on one page.
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Anonymous | TrustRadius Reviewer
September 14, 2018

Totango Review

Score 8 out of 10
Vetted Review
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Likelihood to Recommend

I think any customer success organization should consider using Totango. It is a wonderful tool that increases user efficiency.
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Anonymous | TrustRadius Reviewer
Score 8 out of 10
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Verified User
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Likelihood to Recommend

  • Good for organizing and keeping tabs on customers.
  • Task-based items are perfect.
  • Integrating and automatically creating triggers or automated tasks was a struggle.
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Anonymous | TrustRadius Reviewer
Score 6 out of 10
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Likelihood to Recommend

Totango really didn't fulfill the promise we hoped it would. We eventually had to leave / discontinue the service due to the issues we were seeing. We did not see the results we had hoped to see.
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Andersen Yu | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
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Likelihood to Recommend

Totango is well suited for customer success teams that are supported by engineering and data resources internally. Most of the value that you'll get out of Totango is going to be leveraging the data you put into it. If you don't have good data going into Totango, the insights that you'll be getting won't be very actionable.
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Stephen Wilson | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
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Likelihood to Recommend

Great for CSM and Client Services teams. Can help increase collaboration with Sales side. Really helps frame out how CSMs should be spending time and definitely helps with what clients to focus on. Has allowed us to stop focusing last minute on renewals and get a longer view to catch potential churn.

Not really a "Support" software or [meant to] take the place of something like Zendesk.
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Cyrille Saulnier | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

  • Great to manage our onboarding workflow, even if we have to manage it from SalesForce.
  • Great to generate alerts and triggers
  • Great to give a clear view of each rep's portfolio
  • Campaigns are good but need to be improved
  • Data can sometimes be a bit messy and not consistent from one feature to another
  • Like any system, getting it adopted by the team has been difficult
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Cecilia Prado | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
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Likelihood to Recommend

If you are beginning your customer success strategy and want have a lot of data to put together in a health rank you have to monitor frequently, Totango should definitely be considered. It has an easy implementation (for both offline/CSV data and easy integrations like segment.io) and an onboarding process. It will give you a fast answer about how your features and the product usage are impacting customer health. Also, after a contract renewal cycle, you will be able to improve your guess on what good and poor health really is for your customers.

If you have trouble with unexpected churn and your forecast are still based on account managers' analysis, you should definitely get to know Totango and how it could help you not only with this matter but also with increasing your team productivity [that is] focusing on the risky accounts.

On the other hand, if you already have a customer success department and a health rank/score implemented and are working fine with internal tools or other tools, you should analyse if Totango would represent a huge progress on your strategy or not.

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Jamie Wang | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

Totango can be very helpful for product and marketing and sales teams but I do think the most success is in customer success and support to identify risks and keep close tabs on how various users are using the system. Rather than just tracking accounts, it it cool to track multiple end users for B2B SaaS with multiple end users. Our billing team also used it for credit card disputes to prove clients used the tool if there were ever disputes.
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Nate Richardson | TrustRadius Reviewer
November 07, 2016

It takes two to Totango

Score 10 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

Totango seems like it is best suited for companies that are focused on scalable customer success strategies over high touch. Totango is also very useful for companies that have a strong account based marketing strategy in place.
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George Markou | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
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Likelihood to Recommend

Totango excels in account/user segmentation; its campaign module is also very reliable and useful. It is intuitive to use and easy to set up. Its revenue center is not currently as useful. The current integration with Salesforce was both very easy to achieve and has provided us with a great insight to our product process.
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Rob Deutsche | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
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Likelihood to Recommend

Anyone serious about mapping out a customer lifecycle journey could benefit greatly from Totango. Works very well for us, who have 4 people managing 1500 accounts who are responsible for the entire customer lifecycle. Also very good for people who are curious as to how customers behave within your application. Gave us some insights that we were not aware of before.
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John Abraham | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
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Likelihood to Recommend

For doctors we can know the usage of software. For customer success managers we can update all the information about doctor as well as the recent call and work summary. More over this is the main software we look upon to find the doctors history and also get the following:

  • Doctors usage history
  • Module usage history
  • Online/ fabric appointments
  • Forecasting renewal
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Sam Rutzick | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

Totango is great for serving mid-market customers on SaaS platforms and tracking how they interact with your app. It is also well suited for a scenario where multiple teams are reaching out to customers so you can coordinate easily.

Totango can be hard to use with enterprise customers as it can be difficult to get the hierarchies within the enterprise set up.
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Alex Kim | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

It's suited for customer sucess managers (CSM), and less for managers. They are working on many things that will help managers and I look forward to seeing their improvements! It's very suited for click oriented websites. It's also suited for accounts that have many users with different logins, rather than those with single logins.


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Anurag Agarwal | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

It is well suited for us as it helps us assign our customers' accounts to the associates. Tracking usage and tasks to be done becomes easy as well. Even after accounts being assigned to their respective associates, Totango makes it possible to pull out information of any account irrespective of account assigned to anybody else.
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Ben Joe | TrustRadius Reviewer
July 01, 2016

To Tango

Score 7 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

As a customer success manager, Totango makes it easier to track which users are getting the most out of our platform. It also alerts me when users fall into poor health and need a quick email or call.

Totango should be able to pull our users usage longer than just the past 180 days. Some clients want to see usage for the last year.
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Peter Filias | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

Totango does a great job in the area of renewals. With being able to set forecasts and looking at the Revenue Center, a user of Totango gets very clear optics on where they need to be to work with their accounts, their quota(s), and anything else related to capturing their MRR/ARR.
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Feature Scorecard Summary

Role-based user permissions (37)
6.5
API (34)
7.1
Integration with Salesforce.com (45)
7.1
Integration with Marketo (3)
5.4
Product usage (58)
7.8
Help desk / support tickets (40)
7.2
Sponsor tracking (6)
6.1
Customer profiles (58)
7.8
Automated workflow (56)
7.6
Internal collaboration (51)
7.3
Customer health scoring (59)
7.9
Customer segmentation (55)
7.6
Customer health trends (58)
7.8
Engagement analytics (58)
7.3
Revenue forecasting (45)
7.2
Dashboards (56)
7.1

About Totango

Totango is a customer success platform that is designed to help recurring revenue businesses simplify the complexities of customer success by connecting the dots of customer data, actively monitoring customer health changes, and driving proactive engagements.

According to the vendor, Totango is also the only customer success platform provider that offers solutions for companies that have or sell into multiple products, hierarchies, and channel partners.

Features Include:

  • Customer and User Monitoring Platform: real-time monitoring of key account and user-level metrics on product adoption, value delivered, utilization, and operational incidents.

  • Early Warning System: a system that computes customer health and alerts companies when a customer needs attention based on shifts in health or occurrence of specific at-risk events.

  • Customer Success Work Management: business process management for customer success managers and executives including account management workflows, best practice automation, team performance measurement, and executive reporting and dashboards.

  • Customer Nurture and Retention Campaigns: automated, personalized campaigns to drive onboarding and product adoption based on actual user behavior and results.

  • Customer Analytics: Deep segmentation and analytics capability to discover trends across the customer base, develop benchmarks, and examine rich account and user profiles.

Categories:  Customer Success

Totango Features

Customer Data Extraction / Integration Features
Has featureProduct usage
Has featureHelp desk / support tickets
Has featureOnline customer community
Has featureBilling
Has featureMarketing emails
Customer Success Management Features
Does not have featureNPS surveys
Does not have featureSponsor tracking
Has featureCustomer profiles
Has featureAutomated workflow
Has featureInternal collaboration
Has featureCustomer health scoring
Has featureCustomer segmentation
CSM Reporting & Analytics Features
Has featureCustomer health trends
Has featureEngagement analytics
Has featureRevenue forecasting
Has featureDashboards
Has featureCustomer lifetime value
Has featureChurn rate
Security Features
Has featureRole-based user permissions
Platform & Infrastructure Features
Has featureAPI
Has featureIntegration with Salesforce.com
Does not have featureIntegration with Marketo
Does not have featureIntegration with Eloqua
Additional Features
Has featureCustomer Health Reasons
Has featureCustomer Health Change Tracking
Has featurePortfolio Management
Has featureTeam Performance Review
Has featureHealth Console
Has featureAccount Hierarchy
Has featureCustom Metrics
Has featureUser Level Reporting
Has featureTeam Adoption
Has featureISO 27001 Security

Totango Screenshots

Totango Competitors

Totango Support Options

 Paid Version
Phone
Live Chat
Email
Forum/Community
FAQ/Knowledgebase
Social Media
Video Tutorials / Webinar

Totango Technical Details

Deployment Types:SaaS
Operating Systems: Unspecified
Mobile Application:Apple iOS