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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

(76-100 of 260)
Companies can't remove reviews or game the system. Here's why
June 14, 2021

Great for Insight and Taking Action on Engagement and Customer Happiness

Verified User
Director in Customer Service
Computer Software Company, 11-50 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Totango is great for Customer Success teams. It makes it super easy to manage a portfolio of accounts. It also gives transparency and allows management to check on individual accounts or see the health of our customers overall. We considered giving our Sales team accounts as well, but really we see it as much better suited for our Customer Success team.
April 22, 2021

Using Totango to help your CSM team manage your customer base

Verified User
Account Manager in Customer Service
Computer Software Company, 501-1000 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
If you have a team that might be dealing with high account loads where having automated activities and touchpoints to customers would be a benefit, I would recommend Totango. We have offices all over the world and there are also things we do in the US that are custom to how we need it so having that level of customization is also important. We also have integrated some of our other tools so activities from other teams also feed into our dashboards and give us full visibility into the account.
March 12, 2021

Improved Workflow for our CSMs and Insights for Management

Verified User
Director in Customer Service
Computer Software Company, 11-50 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Totango facilitates the sales to customer success handoff ensuring that we have all the information necessary to ensure a complete and thorough onboarding. Once the customer is handed over to our Customer Success tea, Totango helps provide insights on how we are doing as a team, how certain accounts are performing, how an individual member of our team is performing etc. Totango has really allowed us to both see the big picture metrics, narrowed picture as well.
March 11, 2021

Totango is the Salesforce for CSMs.

Patricia Granz | TrustRadius Reviewer
Patricia Granz
Customer Success Manager
themindgym (E-Learning, 201-500 employees)
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
For larger companies who have about 1000-3000 clients, who already have a lot of data to organize. Companies [that] are built up quite well and have a CS team built out but [need] a more robust tool just for their CS team who doesn't want to use such a big behemoth like Salesforce.
March 09, 2021

Totango is My Go-To

Verified User
Professional in Customer Service
Computer Software Company, 10,001+ employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I have not used the solution for a long time, but I have only found a couple of scenarios where Totango did not help. This might have been due to the way my company handles data and integrations, but it has added some work to my efforts. For example, only one CEE is able to be tracked per account, but in one segment of our business, there might be two. For those, I have to track them manually and cannot see them in my portfolio. That makes things somewhat inefficient.
February 24, 2021

Totango Review

Verified User
Director in Customer Service
Business Supplies & Equipment Company, 11-50 employees
Score 6 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Totango is a great tool for managing the post-sale process. Some parts of the set up and features are a bit over-complicated and fragmented to use.
February 24, 2021

Customer insights are within reach (with a bit of developer help)

Verified User
Account Manager in Customer Service
Computer Software Company, 11-50 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Well suited to centralize information, see a customer's full picture of health (based on criteria you define) as well as a segment or portfolio's entire health and performance.

It's perfect for those who manage multiple customers and might not talk to them all very often - so Totango always has the history and reference.

I do also assume it is great for tracking product usage, but our team hasn't fully implemented that feature yet.

I can't really say situations where it hasn't worked - though the communication to customers is limited to email, so if you are looking for in app communication, this may not be a fit.

February 08, 2021

Totango - great software, makes my job easier.

JC
Joan Cortez
Customer Success Manager
Zoom (Information Technology & Services, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Totango is great for all businesses regardless of size. Totango can scale along with your company growth. With its intuitive user interface, CSM's can easily adapt and create personalized reports, segments that allow them to strategize at the same time.
January 17, 2021

Totango Customer First

Verified User
Account Manager in Customer Service
Telecommunications Company, 10,001+ employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
As a user of both Totango and Gainsight, Gainsight has advantages in that it is directly connected to SF, and decks and customer info can easily be downloaded from Gainsight. However, Totango is a lot more user friendly and more convenient for collaboration. It is also made for day to day use and focuses more on the individual's use case.
January 17, 2021

"We have it all for you"

Verified User
Project Manager in Customer Service
Information Technology & Services Company, 10,001+ employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I give Totango a 10 as it is very helpful in maintaining a good business relationship with the customer. Like if they open a support ticket in Zendesk, it will also reflect in Totango. So I can go check the ticket and add myself as a follower so that I could have visibility on the ticket and make sure we arrived at a resolution. Even if I am not cc'd in the customer's email to Support, I was still able to help them and make them feel they are not alone.
January 17, 2021

Totango puts the success in customer success

RL
Ramon Lapitan
CSM
Zoom (Information Technology & Services, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Totango is great for small, medium, and large-sized teams. As a company's customer base grows, they'll be able to scale along with it using Totango. Totango will allow you to create a global customer segmentation that all the CSMs can adopt as well as create their own for personal tracking purposes. The only time where a team would not be able to maximize Totango's tool would be if they're extremely hands-on and the tracking and support is customized.
December 28, 2020

Totango - Client Success' Best Friend

Verified User
Employee in Customer Service
Human Resources Company, 201-500 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
  • Client management - reporting and tracking meetings as well as health notes per clients.
  • High level reporting - From a manager level, we are able to see what our team is doing and where they are tracking.
  • Placing tasks in peoples names - Creating to-do items for yourself and others, like an online diary!
  • Successflows for new employees - Training them on the usual workflow we have built for certain customer stages.
- Planning for renewals.
December 19, 2020

A feature rich pice of kit enabling detailed organisation, segmentation and information on your customers.

AS
Ainslie Spencer
Customer Success Director
Hirevue (Human Resources, 201-500 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
[Totango is] very well suited to all post sales activities. I think it can become a bit admin intensive but I have found how to work most effectively and it suits me. There are sometimes way too many clicks needed to get an action done and again I reference the tasks functionality could be vastly improved especially comparing tasks to Salesforce which are much faster to set up and manage
December 15, 2020

Great tool for CSM's globally

Verified User
Account Manager in Customer Service
Computer Hardware Company, 501-1000 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I think Totango is well suited for the majority of users, from basic to more advanced. The outages we've seen recently have been pretty frustrating as I feel like the majority of my job is based out of this platform. Though, this just really goes to show how much I rely on the platform and organized it keeps me.

Totango might not be the best fit if you need a very highly customizable platform. Totango can offer some customization but I've definitely run into some issues with segments and trying to setup reports where the system isn't configured to handle my requests. In my case, we aren't able to pull very useful data on usage within our platform so I need to rely on another tool for this.
December 10, 2020

Makes everything easy which makes your client happy!

Verified User
Manager in Other
Information Technology & Services Company, 1001-5000 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
It's client focused, meaning you can have all the client information in one page and also the strategy to keep them happy. Totango also gives the ability create success plays wherein you will always be on top of things for the client. All the tools in Totango I believe are focused on interaction, collaboration and retention of customers. It makes them feel that they are being taken care of.
December 10, 2020

Every CSM's Daily Tool

CA
Candice Amendola
Senior Client Success Manager | Team Lead
Randall Reilly (Computer Software, 201-500 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I think Totango can be useful to any company with a Client Success Department. I know there are features in the system that we don't use, only because they don't apply to use, but that doesn't make me feel like we are getting any less value out of Totango. If you ever find yourself curious about where your customers stand, whether that's based on NPS surveys you send out or usage within your own tools, Totango would be a great fit.
December 04, 2020

Great, but always room for improvement!

Verified User
Administrator in Customer Service
Computer Software Company, 501-1000 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Totango is great overall, however, it is missing some key features that Gainsight has. For example) API collections, weighted health, regular text attributes (currently they operate as a dropdown). As we grow our business these are things we really need to have. I will say your support team is amazing and I have always had great experiences with them!
December 03, 2020

Everything you need for proactive customer success

Verified User
Team Lead in Other
Computer Software Company, 11-50 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I would recommend Totango for customer success teams. We are just a small team with five people, but there are a lot of features that make it easy to have larger CS teams as well. In my opinion, it's the CS tool that gives us the most value for the price. I was a bit sceptic about a year ago, but in 2020, they have really stepped up their game and created some really good features and product enhancements.
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