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Totango

Totango

Overview

What is Totango?

Totango customer success software helps enterprise businesses and cross-functional teams accelerate customer outcomes in productivity, retention, and expansion. 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…

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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)
    7.9
    79%
  • Product usage (243)
    7.8
    78%
  • Customer health scoring (253)
    7.6
    76%

Reviewer Pros & Cons

View all pros & cons

Video Reviews

1 video

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 helps enterprise businesses and cross-functional teams accelerate customer outcomes in productivity, retention, and expansion. 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 Technical Details

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

Frequently Asked Questions

Totango starts at $2988.

Gainsight CS, ChurnZero, and Catalyst CSP 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

View all alternatives
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Reviews and Ratings

(408)

Attribute Ratings

Reviews

(1-25 of 260)
Companies can't remove reviews or game the system. Here's why
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Totango is well suited for most of my day-to-day customer interactions and activities. Whenever I need to find information on a customer, it is one of the first places I look. However, Totango isn't as suited for actions like actually emailing the customer. It also isn't the place to store documentation on customer processes.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Totango is well suited for small or large CS teams. It is particularly useful if this kind of platform has not been utilized in the past to help teams see where they can use technology to improve their overall relationships with customers and business strategies. Its easy to learn and easy to scale.
Bex Howell | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
Jaime Cortes | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
for a CSM it´s marvelous, you have in one window everything,the agenda for your day by day work, the workload you have in a day,all the customers database and call history added by tasks and toutch points, the to do thing in each customer you know what to do next, with renewal you hace an digital engadgement with customers inform they need to renew in order to keep using the app.
June 09, 2023

All in one CS

Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.
May 22, 2023

Buyer Beware

Score 1 out of 10
Vetted Review
Verified User
I don't think Totango is well-suited to do anything.

The software was described as a "blank canvas" during implementation however calling it unintuitive is putting it lightly. In my experience, it take weeks to learn and even after grasping the core functions it was still a huge challenge to create meaningful dashboards and health scores out of the data. I've learned programming languages in less time. With the amount of time it takes, it would probably make more sense to create something yourself with Caspio, Airtable or knack. Those saas products are truly a blank canvas that will allow you to stand up your own environment if you're looking to build something from scratch.

The data syncing was a huge challenge. I was in charge of implementing and standing up our initial environment. The data integrations required constant maintenance and updating from the source (i.e. remapping columns, errors matching IDs). In my experience, after the initial set-up, data maintenance/syncing still took hours every month.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
Adam Moreschi | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Totango is well suited for groups who are willing to learn new systems and where your customer success team is small to medium in size. For larger organizations, they might need another solution more suited to enterprise organizations.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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
Incentivized
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
Incentivized
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.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
September 07, 2022

Outstanding Experience.

Score 10 out of 10
Vetted Review
Verified User
Incentivized
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
Incentivized
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
Incentivized
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
Incentivized
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.
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