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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.

8.4
Avg 8.6

Platform & Infrastructure

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

7.9
Avg 8.5

Customer Data Extraction / Integration

Customer data extraction / integration

7.6
Avg 8.6

Customer Success Management

Customer Success Management

7.6
Avg 8.2

CSM Reporting & Analytics

Reporting & Analytics specific to customer success management

7.5
Avg 8.1
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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

(408)

Attribute Ratings

Reviews

(51-75 of 260)
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August 24, 2021

A Great Tool to Keep Your Team Focused on Your Customers and the Value They Get From Your Product

Verified User
Manager in Other
Computer Software Company, 51-200 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I would recommend every CS team use Totango as their monitoring tool. It is easy to use, intuitive informative, and helps you grasp in no time your portfolio status down to the individual account. It is probably less suited for small products with no multiple modules, although I am sure the data provided even for those tools would be crucial.
August 20, 2021

Totango: A Great Tool for Client Segmentation at Scale!

Verified User
Account Manager in Other
Computer Networking Company, 501-1000 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Some scenarios where Totango is well suited for our team are: Client segmentation for managing at scale Client Marketing, both segmented and broad announcements, and Client Feedback via NPS survey and in-email surveys. Some scenarios where Totango is less appropriate are: Monitoring certain types of client activity and engagement metrics as there are very few time frames options to select for engagement that do not match up to our client lifecycle.
August 18, 2021

Totango is helpful, but has a few flaws

Verified User
Consultant in Sales
Market Research Company, 201-500 employees
Score 6 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I think Totango has the potential to be very helpful, but it needs to be simplified and reorganized. It is too difficult for me to use Totango to keep track of my client's performance at a glance, which it what I would really like to use it for.
August 18, 2021

Full Oversight Over Customer Portfolio

Verified User
Employee in Customer Service
Information Technology & Services Company, 501-1000 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Well suited for monitoring accounts. CSMs must-have tool otherwise tracking accounts is too difficult with just CRM software. We didn’t have a solution prior to using Totango and it’s changed our processes immensely. Fewer accounts fall through the cracks. Management likes it for reporting too and we integrate with Salesforce.
August 17, 2021

Keep Track of Your Portfolio with Totango!

Verified User
Account Manager in Customer Service
Telecommunications Company, 201-500 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
It is very useful if you have a large portfolio of customers and need reminders to reach out to all of them on a regular basis. Also, it is nice to keep an eye on the usage of the product. Not so appropriate for a sales use case I think as it's really a tool to keep the adoption high and keep track of all the changes and important information.
August 17, 2021

A Great Tool for Segmentation

Verified User
Account Manager in Customer Service
Telecommunications Company, 201-500 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Best scenarios to use Totango: segment creation and campaigns. I have a very organized folder with different segments that I check regularly to understand my client's health and to try to predict/prevent churn. While task management does help us between teams, I wish we could integrate into another system that we use all the time. Or if all users would be able to get email alerts based on their tasks. I use Totango as a tool to analyze my portfolio rather than something that is always open and I'm constantly checking multiple times per day.
August 17, 2021

Awesome Tool!

Verified User
Account Manager in Customer Service
Consumer Services Company, 51-200 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Totango is well suited if you have a client database and are responsible for its success. It allows you to observe at a quick glance which features are not used, keep your daily tasks organized, and monitor certain industries based on segments.
August 17, 2021

Totango: A Product I Couldn't Live Without

HS
Hannah Strickland
Customer Success Manager
Incident IQ (Information Technology & Services, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Totango is well suited for monitoring account health and engagement and tracking implementation projects, but it could use improvement in account expansion and upsell insight reporting capabilities.
August 17, 2021

Totango - A Very Helpful CS Tool!

Faith Thomson | TrustRadius Reviewer
Faith Thomson
Customer Success Consultant
Lucid, LLC (Market Research, 501-1000 employees)
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
It's well suited for some reporting, but the unreliability of the synchronization of data makes it difficult if recent data is required. This also means that we cannot use Totango for some campaigns, as they rely on this up-to-date data. It would be good to integrate Totango with Gmail in order to make adding touchpoints even easier.
August 17, 2021

Senior Client Success Manager Experience Using Totango

Verified User
Account Manager in Customer Service
Computer Software Company, 11-50 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
It’s well suited for client success and I am glad to have the tool to use as a reference point given I handle 50+ clients. It helps to go back and look at touchpoints to summarize an account. Management has found it useful when transferring accounts to other account managers providing the ability to assign a new account with ease.
August 17, 2021

Great for automation - data accuracy needs improvement

Verified User
Account Manager in Customer Service
Information Technology & Services Company, 1001-5000 employees
Score 6 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I would say that it will make your life easier with automation, but the data accuracy can be a huge obstacle for making that automation work. I would be hesitant to recommend it specifically because of that. I lack trust in it with larger customers because it can sometimes confuse them more than it helps. When it works, it works great.
August 17, 2021

Totango for All Your CS Needs and More!!!!

BS
Balazs Szucs
Customer Success Coordinator
Sevenrooms (Hospitality, 51-200 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
In hospitality-tech, we are dealing with numerous clients from small independent businesses to large enterprises. Utilizing specific segments enabled us to easily navigate between these accounts and monitor client health.
August 10, 2021

Totango - Amazing Tool for SaaS Success Strategy!

Alex Sandrea | TrustRadius Reviewer
Alex Sandrea
Customer Success Manager
Instapage (Marketing & Advertising, 201-500 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
For sure Totango would be my first option if I were to recommend it to a colleague or another company. It is intuitive, easy to understand and implement, they have great support and has a great API. It is a very established solution on the market, addressing a very important segment.
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