Totango

Totango

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Score 8.3 out of 10
Top Rated
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Totango

Overview

What is 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,...

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Recent Reviews

Totally Totango!

9 out of 10
January 25, 2023
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 …
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All in one CS

9 out of 10
January 16, 2023
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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How Totango Differs From Its Competitors

Ease of Use

At first it may seem complex (it really is a big platform with so many features). But Totango has an excellent onboarding and CSM team, which is always willing to help and guide you through the process. Their onboarding experience is amazing, so in the end it really turns into a easy to use …
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Goals-Centered Customer Success

It gets easier for us to track both individual and segmentated status of all the customers. It alerts fast if there is a client with a low health score and we can instantly adress where the problem is (product usage, tickets, low engagement, etc) so it allows the CSMs to take action quickly.
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Ease of Use

The Product design really deserves a shout out here, as the tool is very user friendly. Specifically, if you don't know where something is you can click around and usually find the answer yourself. That to me is the definition of a great product. The only improvements there would be the initial …
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Goals-Centered Customer Success

We haven't benefitted yet, as we're still new into the tool. However, the automated RiskBlocs are already set up to alert us well ahead of where we may have noticed a client was falling back. I'm looking forward to figuring out how we can incorporate our product data to include engagement as one …
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Ease of Use

Totango helped CSMs complete tasks efficiently by integrating with our knowledge database which allows easily find/suggest the steps that are needed to perform. The more task we complete, the more we can focus on the customer's needs. It is also a reliable source of truth as we use it to document …
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Goals-Centered Customer Success

Totango contributed to my learning and success in the customer success management field. I was able to identify accounts that require urgent attention based on their health or the last touch point made on the account. Totango has become an instrument for us to deliver success to the customer by …
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Ease of Use

We' ve definitely benefited from a customer engagement tracking standpoint. We know exactly when the customer is on low usage and if they need a touch point at that stage. This is quite useful especially when we are customer focussed orgnaisation.
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Goals-Centered Customer Success

We' ve definitely benefited from a customer engagement tracking standpoint. We know exactly when the customer is on low usage and if they need a touch point at that stage. This is quite useful especially when we are customer focussed organisation.
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Ease of Use

We’ve adjusted our customer journey through multiple iterations as we’ve grown and Totango has adapted well saving time and increasing efficiency
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Ease of Use

As with any new addition to the tech stack, it takes a bit of getting used to. I find that this is one of the platforms that was easy for me to get familiar with. The team is extremely helpful with getting new users up and running so there is a minor adjustment to the everyday schedule that proves …
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Goals-Centered Customer Success

My organization utilizes many of the robust features offered. We are able to act swiftly when alerted to a possible health detractor. We are able to look back on logged touchpoints to review notes or linked success plans to be sure we are assisting our customers with the most important issues. The …
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Ease of Use

Totango has great tutorials and definitely listens to its customers as they continue to develop functionality. We have been able to centralize the management of our clients and their journey with our organization. We also have, for the first time ever, started collecting NPS scores! Totango makes …
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Goals-Centered Customer Success

We absolutely benefited from improving our client retention and conversion rates since we state using the software. We believe the customer is most vulnerable in the first 100 days after signing up, and the insights that Totango helps provide are valuable for ensuring ALL our clients are, first …
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Ease of Use

Totango is definitely user-friendly. It has allowed us to quickly put processes in place that we're easily able to push out to all of our key customers. It's extremely easy to set up a campaign and make sure it gets to your target audience. It also provides management with visibility into account …
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Goals-Centered Customer Success

Our organization has been able to connect with our customers better. We've been able to establish better rhythms and best practices as we are able to evaluate data easily across different accounts. This has enabled us to determine trends and quickly determine common issues and resolutions …
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Ease of Use

Ease of use was one of the main selling points for our team, in particular the ability to create and work with segments. Our team is constantly segmenting and resegmenting our customers in order to provide the necessary support to that specific group and the ability for each team member to be able …
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Ease of Use

I think Totango has helped us streamline our client statuses and communicate better across teams. It's easy for various departments to go into Totango and find the information they're looking for. It is important that each individual update Totango regularly so that other team members …
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Goals-Centered Customer Success

My team has benefited from Totango because it has streamlined some of the workflows, improved the post sales process and improved transparency. I like that my sales team can check in and the same goes for my leadership team. Overall, I think Totango has improved our workflows and made us more …
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Ease of Use

The data integration points are great, I was able to sync everything I wanted. The ones I couldn't was because I was not able to get the data out of my own systems. From an automation perspective, a lot of thought has definitely gone into making lives easier. It is not fancy, but I would say …
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Goals-Centered Customer Success

So one of the goals was getting the customers to produce $10K worth of premium in the first month, which we have achieved an automated setting up customer accounts.
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Ease of Use

Still implementing but Totango helps to better manage the customer relationship.
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Goals-Centered Customer Success

We're on the way to being able to relay completely on the data stored in Totango. For that, we must finish implementation first in order for Totango to be the main source of information regarding customer management.
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Ease of Use

Totango has really helped not only our customer success org but also our renewals and phone enablement team. Sure there were some hiccups with the campaigns but for the most part, it really worked well and has reached the desired audience. On a personal level, I really liked Totango because I was …
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Goals-Centered Customer Success

I do not have an overall view of how our organization has benefited from the use of Totango. From my personal use though, Totango has helped me in highlighting which accounts needed attention via existing tickets, product usage, account health and history, lifecycles, and more.
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Ease of Use

Getting started is incredibly easy - although I felt like there was always more I could be doing, we were able to get the basics going in 1 business day. After that, there are many out-of-the-box playbooks that can be instantly applied. Renewal dates and revenue can be tracked and a dashboard is …
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Goals-Centered Customer Success

Our biggest benefit has been moving from a CS organization without any customer goals, to being able to identify and track each customer's goal, identify which customers don't have goals yet, and stay informed on progress. Without Totango, we didn't have visibility into any of these things, so it …
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Ease of Use

Totango has helped our organization with managing our existing customer base in numerous ways:
  • Overall visibility into a customer's health, history of communication, etc.
  • The ability to segment customers based on several data points has been extremely helpful.
  • Being able to integrate our NPS survey …
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Ease of Use

We have set up journeys for onboarding, adoption, and established accounts that automate and standardize a process. This has resulted in happier customers and less churn. We use the data to identify problematic customers and put a plan in place to address them so we can ensure customer …
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Ease of Use

Totango has definitely allowed our team to keep track of which accounts need a touchpoint, and which haven't received any recently. This allows us to always "stay green" with our customers. That said, there's a lot of manual work that needs to be done regularly to keep the customer/company profile …
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Goals-Centered Customer Success

We have regular calls with our TT CSM to help add more fields that would improve our health metric calculation. As of now, we have quite a few fields and settings that provide us with reliable health scoring. This can obviously be improved and possibly make our lives easier with AI and better …
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Ease of Use

At a quick glance, Totango allows us to see where a customer is in their contract, as well as how many users are provisioned and the amount of storage they are at. This gives us a brief overview in order for my team to start the conversation with our client.
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Ease of Use

We have gained efficiency, visibility, and a platform for keeping client onboarding projects as well as ongoing management on track. Additionally, we have narrowed the focus to key variables that affect the client experience and outcomes to add value to the client and efficiency/focus for the CSM.
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Goals-Centered Customer Success

Shifted to more of a Voice of Customer product development process as well as prioritization of defects and bugs based on health score, revenue, subscriptions, and the volume of affected clients, subs, and users.
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Ease of Use

Our CSM team was able to dive into Totango immediately after training. We've had little confusion around using the system and can easily show the team the value and outcomes of their day-to-day actions. Our team now has improved access to what is being sent and can gather insights around customer …
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Goals-Centered Customer Success

We've built SuccessPlays (ie. playbooks) for certain risk behaviors that were hard to track before. For example, we now can look at usage frequency over the last 30 days and compare it to the previous 30 days... voila, a decline in product use metric that's visible, understandable, and triggers …
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Ease of Use

Totangos interface gives us a great capability of seeing an account's usage from one screen. We can quickly pinpoint trouble accounts from the main screen and then drill farther down into the why's of the issues. As well it gives management a high-level overview of what each CSM's book of business …
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Goals-Centered Customer Success

By being able to see their health in real-time we can quickly implement get well plans with our teams when a customer starts to slip from Green to yellow to yellow to red. This real-time interface allows us to generate auto alerts when something slips, allowing our CS team to concentrate on the …
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Ease of Use

Totango has a user-friendly, clean user interface. My team is easily able to manage their customer tasks/follow-ups, record touchpoints, and see the full picture for their customers. My team is very lean and wears many hats so Totango makes it possible to ensure that all customers get the best …
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Goals-Centered Customer Success

We have been able to utilize the customer health profiles to trigger customer interventions as well as lifecycle-based automated tasks so that we can ensure the customer success team is always taking the right steps to ensure regular and productive contact. I always tell my team that we should …
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Ease of Use

To start with, the implementation of Totango has helped us think deeper about our post-sales customer journey. We are B2B SaaS company with a high on touch success model and really high retention (
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Goals-Centered Customer Success

We have benefited with increased visibility of usage and timely identification of customers at risk. However, it does not bring all information in one place. For example, we use Intercom for chat support - Totango has a very basic integration with Intercom. Similarly, Totango has very weak ticket …
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Ease of Use

Totango allows our account managers to spend time in the areas that are most needed and that add the most value. They no longer have to do as much administrative work because Totango does it for them.
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Ease of Use

After sales we were transferred to the onboarding department where we were taken care of by a program manager, data specialist and an onboarding specialist. Especially the onboarding specialist was great fun and of great help. She helped us out setting up the core structure and setting us up with …
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Goals-Centered Customer Success

We aren't there yet because our vendor can't, due to various reasons, provide all the data yet. However, when we get to this stage we can definitely leverage big time on data by using these insights to service more customers, meaningful with the same amount of people.
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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 (234)
    8.5
    85%
  • Customer profiles (241)
    8.4
    84%
  • Product usage (233)
    7.9
    79%
  • Customer health scoring (243)
    7.7
    77%

Reviewer Pros & Cons

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Video Reviews

1 video

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

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Community Edition

$0

Cloud

Starter

$499

Cloud
per month

Entry-level set up fee?

  • Setup fee optional
For the latest information on pricing, visithttp://www.totango.com/results/protect#…

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services
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Product Demos

Totango launches Customer Success for Everyone - Free Forever
01:38
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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.

8.4Avg 8.6

Platform & Infrastructure

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

7.7Avg 8.5

Customer Data Extraction / Integration

Customer data extraction / integration

7.5Avg 8.6

Customer Success Management

Customer Success Management

7.8Avg 8.3

CSM Reporting & Analytics

Reporting & Analytics specific to customer success management

7.8Avg 8.4
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Product Details

What is 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.

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

Additional Features

  • Supported: Dynamic Assignment
  • Supported: Outcome Success Plans
  • Supported: Customer Portal
  • Supported: Team Performance Review
  • Supported: Portfolio Management
  • Supported: Account Hierarchy
  • Supported: Custom Metrics
  • Supported: User Level Reporting
  • Supported: Team Adoption
  • Supported: ISO 27001 Security

Totango Video

Totango's new Community Edition democratizes access to Customer Success technology. It's built for teams or individuals just getting started in Customer Success and looking for ways to scale their organization. Community Edition gives users the essential functionality in Totan...
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Totango Technical Details

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

Frequently Asked Questions

Gainsight CS, ClientSuccess, and ChurnZero are common alternatives for Totango.

Reviewers rate Customer segmentation highest, with a score of 8.5.

The most common users of Totango are from Mid-sized Companies (51-1,000 employees).
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Comparisons

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Reviews

(1-25 of 250)
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Score 9 out of 10
Vetted Review
Verified User
It is a great platform for Customer Experience Management, and brings CSMs a lot of order and better organization of their daily work. It is also a good metric generator in any company level (we make reports for CSM team, Management team and C-level).
I would not use it as a CRM or sales software
January 26, 2023

Couldn't be happier

Alice Simons | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
For us it's all about automation, and the tool was built so well for a specific purpose that it's hard for any other competitor to compete. We use it for our account management and customer success teams, but we're also considering it for a unique delivery team.
January 25, 2023

Totally Totango!

Score 9 out of 10
Vetted Review
Verified User
Totango is well suited for big and small businesses or corporations. It acts as your database in keeping the customer's record intact and has the ability to integrate with existing software. This is a tool best used by CSMs like me and the people from the renewals team. It is worth mentioning that my emails can easily be added to the timeline of a specific account once I copied a Totango email alias. (Cool right?!)

I don't think Totango will work in the accounting field.
January 16, 2023

All in one CS

Score 9 out of 10
Vetted Review
Verified User
Totango is a pretty complete CS platform and can drive CS programs as a standalone system with limited adjustment to constraints. In situations with heavier customer onboarding processes it should be supplemented with an onboarding/implementation/ pm system.
Score 10 out of 10
Vetted Review
Verified User
Totango can be customized for each organization to get what they need from the platform. The information captured is great for any player in the account. CSMs can get a quick list of actions necessary on accounts or go back to review notes, Account Managers can pop in and grab a quick assessment of their accounts and easily find links to CSPs or stored contact information for a new executive that was introduced, and leaders can get a high-level overview of the entire team's accounts to see any outliers or squeaky wheels that may need attention on a grander scale. While they might not be perfectly suited for a small book of business or enterprise accounts, campaigns can be created to send information to a large number of accounts that might benefit from a new feature or simply communicate to customers on a larger scale. All in all, it is a wonderful tool to aid in maintaining healthy and successful relationships with your customers no matter how large or small your teams book of business is.
Bex Howell - Trusty Oak | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Totango was developed for SaaS businesses, and I imagine it is most suited to those businesses. However, we have found it to be very effective for our business matching freelance virtual assistants with busy entrepreneurs, business owners, etc. Totango is adaptable, and whilst it won't be the perfect solution for every type of business, I believe that in time it will be a viable solution for any customer-focused service business.
September 07, 2022

Outstanding Experience.

Score 10 out of 10
Vetted Review
Verified User
Totango has been amazing! The product is extremely user-friendly and allows for quick wins both on a small and large scale. Totango provides so much access to help - support, knowledge base, ask me anything sessions, creator campus, tutorial videos. Overall, an amazing experience using this product and working with the Totango team!
Score 8 out of 10
Vetted Review
Verified User
Totango is great for a medium size organization. It's also good for people who work in different time zones. It helps streamline information and content. It does require people to regularly update their client information. Totango has also been good for the handoff process post sales. I have seen instances where a conversation seems more appropriate than posting information/updates in Totango.
Score 7 out of 10
Vetted Review
Verified User
Suited for SaaS companies to track product usage and increase product usage for different modules by the customers. Also, if you already do not have a playbook of how you want to approach this problem of product adoption then you may not benefit from this tool soon enough.
Score 8 out of 10
Vetted Review
Verified User
Totango is well suited if you want to keep track of your book of business and manage marketing campaigns, product update emails and success plays. It could be better I guess if it can provide some level of customization for end users. Either they already have it but it's blocked for us or it isn't just available for end users.
July 22, 2022

Huge fan of Totango

Jessica Morales | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
We are a small startup with a simple product offering, so we're able to get up and running quickly and affordably. If you have a large, complex customer base, or multiple, complex product offerings, it would be a bit more difficult to launch, although once you got started it would still be able to provide incredible value.
Score 9 out of 10
Vetted Review
Verified User
Totango is great for overall visibility into a customer's health. However, there are some things that I think we would like to use to make a customer's health more complex and that would rely on quite a few variables. For example the way our accounts are structured, it would be valuable for us to be able to put different weights to the overall account to allow different domains underneath to impact the overall account's health by a heavier amount.
Score 6 out of 10
Vetted Review
Verified User
I would say that Totango is a great customer success tool that will allow you to monitor the health of your customers, as long as you have the time to keep it updated manually. I do sales as part of my CSM role, and that means at least half of my time is spent on SFDC. I know TT isn't a replacement for a CRM, but at the moment, I find that the week after a meeting I update TT because I realize I forgot. It just hasn't become a regular part of the CSM flow because it's manual and there's so much to keep track of. On the flip side, when I do remember to open a TouchPoint as I start a call, I find that it makes my life so much easier because the recap email is mostly done since I will keep better notes and action items directly in the TP.
Matt Portner | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Totango is best suited for SMB and mid-market-sized clients with automated tech touch and triggered campaigns. It is less suitable for larger more complex clients, projects, and cross-functional engagement. Totango is also great for managing overall health, but less impactful for our organization for upselling and renewals.
Shona Fenner | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Great if you have a pooled CSM model as SuccessPlays can assign tasks round-robin or based on availability. This is amazing!! Some limitations when transitioning customer email marketing efforts from HubSpot (ex. conditional elements in emails, uploading a list without adding contacts, etc.)
Score 8 out of 10
Vetted Review
Verified User
Totango is great for getting down quickly to a customer-level view and has the capability of seeing multiple instances of a customer well into the account. It does lack some features though when you get large organizations and rolling up data to the parent level can be cumbersome.
Score 10 out of 10
Vetted Review
Verified User
Any company with a growing customer base and CS team should be leveraging data. The more access to clean data (Jira, product usage, account records, CRM) the more powerful you can make Totango. My recommendation would be to find ways to utilize this data prior to Totango so you have a better understanding of how you are looking to configure Totango, Having a clear understanding of your customer journey prior to onboarding Totango is crucial.
Score 6 out of 10
Vetted Review
Verified User
Well suited:
  • For companies with a high on touch customer success model
  • For companies with a fairly well defined post sales customer journey and looking to structure and document it better
  • For companies with necessary development bandwidth
  • For companies looking to proactively support customers
Not-well suited
  • Early stage startups still looking to get to product market fit or with a small customer success set up
  • For companies where the key focus is reactive support. If ticketing is what you need, then look elsewhere.


Score 9 out of 10
Vetted Review
Verified User
If you need a tool which gets the job done, this is the one for you. The use of standardized success blocks which we altered to our practise helped us out a lot! Besides the tool I'm quite surprised by the amount of attention we get from Totango. We don't have a big contract but are surprised how we are sugarcoated with the attention they provide us. We have don't only have access to their forum and support desk but we also have direct access to their C-level and are taken care of by a Totango CSM whom we talk to every other week. All with great fun!
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