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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

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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

(26-50 of 260)
Companies can't remove reviews or game the system. Here's why
July 06, 2022

Great tool for visibility into customer behavior

Verified User
Employee in Customer Service
Information Technology & Services Company, 201-500 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
June 15, 2022

It's Good, but more automation please!

Verified User
Account Manager in Customer Service
Computer Software Company, 51-200 employees
Score 6 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
June 13, 2022

Totango Experience - first 2 years

Matt Portner | TrustRadius Reviewer
Matt Portner
Vice President, Client Experience
Lytx, Inc. (Information Technology & Services, 1001-5000 employees)
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
April 27, 2022

Happily using Totango for our 3200 customer locations

Shona Fenner | TrustRadius Reviewer
Shona Fenner
Sr. Customer Success Operations Manager
PetDesk (Veterinary, 51-200 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.)
April 17, 2022

Totango for CS is a must have.

Verified User
Manager in Other
Internet Company, 501-1000 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
February 22, 2022

Totango helps drive post sales visibility but leaves a lot to be desired

Verified User
C-Level Executive in Customer Service
Education Management Company, 51-200 employees
Score 6 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.


February 14, 2022

Great tool due their customizable standardization.

MG
Mark Govaerts
CX Lead
Avit (Information Technology & Services, 201-500 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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!
February 12, 2022

Totango is our one stop shop in driving CS Success

Verified User
Program Manager in Customer Service
Information Technology & Services Company, 501-1000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Totango is well suited for tracking Customer Success activities on a day-to-day basis and also for guiding them through the client life cycle. It is very helpful for highlighting engagements and client satisfaction related to different trackable values, health, and metrics. It might be less appropriate for teams that don't log their engagements and touchpoints with their clients or with teams that don't have metrics that they can easily track.
January 28, 2022

Totango is a must have for SaaS Businesses

DQ
Diego Quirós
Business Operations Manager
Huli (Computer Software, 51-200 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Totango is a must for any company with a SaaS model. Our day-to-day basis has been flipped over and changed since we started using Totango and even though, we are just starting to implement more Customer Journey Stages, we're now starting to see how that impacts the revenue coming from upsells and proactive retention with the help of the NPS SucessBloc.
November 24, 2021

Best CS CRM

Jordan Silverman | TrustRadius Reviewer
Jordan Silverman
Director of Customer Success
MarketMan (Computer Software, 11-50 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
November 22, 2021

With Totango, We Improved the Way We Help Our Customers be Successful

Verified User
Vice-President in Other
Information Services Company, 51-200 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Totango is very well suited to manage daily customer activities and implement consistent playbooks across the customer base. Management of NPS and in general the Voice of the Customer bloc is very helpful Health monitoring is another important advantage of Totango, although the health configuration can be tricky.
November 18, 2021

Totango Builds Customer Loyalty

Verified User
Manager in Customer Service
Information Technology & Services Company, 501-1000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I believe that the scenarios in which Totango is most appropriate are for clients with business results related to profitability, and the scenarios in which it is least appropriate are for clients with business results related to governance objectives.
November 13, 2021

Want to Increase Your Sales and Retention? Totango is the Tool For You.

Jay Belangia | TrustRadius Reviewer
Jay Belangia
Senior Recruiting and Media Consultant
Monster (Internet, 201-500 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
It is the perfect customer retention model. Really helps keep sales reps focused on task and keeps accounts from "falling through the cracks". This tool really helps keep all of the sales staff on the same productivity level.
November 09, 2021

Totango Helped Us Level Up In Customer Success

LJ
Luke Johnson
Director of CX Operations
Simpleview (Marketing & Advertising, 201-500 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Totango is perfectly suited for viewing and tracking upcoming renewals based on time until renewal, health factors, included products, and more. Everything a CSR might need for monitoring accounts, being effective on monthly calls, and not being surprised by cancellation is there. It is not perfect for managing upsells/cross-sells. There are a few small updates that I've recommended in Totango's user forum that will go a long way.
November 08, 2021

A Wonderful Platform to Help You Level-up Your Customer Success Game

SS
Scott Stanislav
Director of Customer Experience
Simpleview (Computer Software, 201-500 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Totango is a great platform if you're ready to level up your CS efforts and helps to professionalize your team over time. Getting their heads wrapped around the right workflows and approaches in this platform may be the only challenge because there is so much there.
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