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Totango

Totango

Overview

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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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)
    7.8
    78%
  • Product usage (243)
    7.8
    78%
  • Customer health scoring (253)
    7.6
    76%

Reviewer Pros & Cons

View all pros & cons
Cassandra Liska | TrustRadius Reviewer
Cassandra Liska
VP of Customer Success
Verse.ai (Computer Software, 51-200 employees)
Verified User
Account Manager in Customer Service
Computer Software Company, 11-50 employees

Video Reviews

1 video

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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.

8.5
Avg 8.7

Platform & Infrastructure

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

7.9
Avg 8.6

Customer Data Extraction / Integration

Customer data extraction / integration

7.6
Avg 8.7

Customer Success Management

Customer Success Management

7.6
Avg 8.3

CSM Reporting & Analytics

Reporting & Analytics specific to customer success management

7.5
Avg 8.2
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Product Details

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 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 Integrations

Totango Competitors

Totango Technical Details

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

Totango Downloadables

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.

Gainsight CS, ChurnZero, and Planhat 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

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Reviews and Ratings

(406)

Attribute Ratings

Reviews

(201-225 of 260)
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October 13, 2019

Easy to launch and maintain

Gunjan Marwah | TrustRadius Reviewer
Gunjan Marwah
Customer Success Technology Consultant
Valuize Consulting (Computer Software, 11-50 employees)
Score 10 out of 10
Vetted Review
ResellerIncentivized
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.
April 25, 2018

Totango for Data Driven Customer Success Teams

Andersen Yu | TrustRadius Reviewer
Andersen Yu
Team Lead, Customer Success
Front (Computer Software, 51-200 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
May 22, 2017

Totango is pushing to be better

Cyrille Saulnier | TrustRadius Reviewer
Cyrille Saulnier
Head of Operations & Customer Success, EMEA & Americas
PatSnap (Computer Software, 501-1000 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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
May 12, 2017

It Actually Only Takes One: Totango

Stephen Wilson | TrustRadius Reviewer
Stephen Wilson
Sr. Director of Customer Success
ON24 (Media Production, 201-500 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
November 07, 2016

It takes two to Totango

Nate Richardson | TrustRadius Reviewer
Nate Richardson
Business Operations and Analytics Manager
xMatters, inc (Computer Software, 201-500 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
November 07, 2016

Totango - A must for any CSM

George Markou | TrustRadius Reviewer
George Markou
Customer Success Manager
Schoox, Inc. (E-Learning, 11-50 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
October 27, 2016

Do you really know if your customer is happy with your product and willing to do a renewal? Totango knows.

Cecilia Prado | TrustRadius Reviewer
Cecilia Prado
Digital Marketing Coordinator
Mind Lab Brasil (Education Management, 51-200 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.

September 23, 2016

Great software! Long & complex implementation

Verified User
Project Manager in Customer Service
Computer Software Company, 51-200 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
It seems especially well suited to subscription SaaS platforms that sell subscription licenses. We have had trouble adapting to our business model (essentially pay-per-use). The support and product teams have been helpful and responsive but there are just limitations in the design that we've had trouble working around.
September 02, 2016

Thumbs up for Totango

Verified User
Account Manager in Sales
Computer Software Company, 51-200 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
When I want to touch base with an Executive at one of my accounts I always log on to Totango to get a sense of who is using TrackMaven, how frequently, and what communication CX has had with them recently. It helps round out my account knowledge so I'm going into meetings and conversations prepared. It's less appropriate from a strategic perspective - for instance, if I see end users active and healthy in their TrackMaven account that's a great sign, but I don't know if that necessarily means we're helping to solve something for executives who own budget. In all, Totango achieves what it's meant to and is a key ingredient for me to do my job.
August 22, 2016

Imperative for Customer Success and Many Other Teams

Jamie Wang | TrustRadius Reviewer
Jamie Wang
Director, Customer Success Consultants
Wiser (Internet, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
August 02, 2016

Fantastic Product for Account Managers/CSMs

Verified User
Account Manager in Sales
Information Technology and Services Company, 51-200 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
For post-sales scenarios where you need to manage the customer relationship based on a set of attributes (ie. usage, case load, website engagement, etc.), Totango is one of the more superior products on the market. For pre-sales scenarios, it seems as if other tools on the market would work just fine such as Salesforce or any one of their competitors.
August 02, 2016

When it comes to Business Totango is your Adviser

John Abraham | TrustRadius Reviewer
John Abraham
Customer Success Manager
Practo (Internet, 1001-5000 employees)
Score 7 out of 10
Vetted Review
Verified User
Incentivized
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
July 29, 2016

Totango Review

Verified User
Account Manager in Customer Service
Internet Company, 51-200 employees
Score 6 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Useful: tracking user behavior by individual and by the account, seamlessly and quickly
Less useful: I wouldn't use it as my primary account management tool - tasks, campaigns, etc... I go elsewhere

July 25, 2016

Totango: Organize the Chaos of Customer Success

Sam Rutzick | TrustRadius Reviewer
Sam Rutzick
Customer Success Maven
TrackMaven (Marketing and Advertising, 51-200 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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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