Totango

Totango

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Score 8.3 out of 10
Top Rated
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Totango

Overview

What is Totango?

Totango is a customer success platform that is designed to help recurring revenue businesses simplify the complexities of customer success by connecting the dots of customer data, actively monitoring customer health changes, and driving proactive engagements.

According to the vendor,...

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Recent Reviews

Totally Totango!

9 out of 10
January 25, 2023
We use Totango as our CRM. It is very easy to understand and helps me complete my task efficiently. I think one of its best features is …
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Verified User
Contributor

All in one CS

9 out of 10
January 16, 2023
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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Verified User
Director
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How Totango Differs From Its Competitors

Ease of Use

At first it may seem complex (it really is a big platform with so many features). But Totango has an excellent onboarding and CSM team, which is always willing to help and guide you through the process. Their onboarding experience is amazing, so in the end it really turns into a easy to use …
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Verified User
Director

Goals-Centered Customer Success

It gets easier for us to track both individual and segmentated status of all the customers. It alerts fast if there is a client with a low health score and we can instantly adress where the problem is (product usage, tickets, low engagement, etc) so it allows the CSMs to take action quickly.
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Verified User
Director

Ease of Use

The Product design really deserves a shout out here, as the tool is very user friendly. Specifically, if you don't know where something is you can click around and usually find the answer yourself. That to me is the definition of a great product. The only improvements there would be the initial …
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Goals-Centered Customer Success

We haven't benefitted yet, as we're still new into the tool. However, the automated RiskBlocs are already set up to alert us well ahead of where we may have noticed a client was falling back. I'm looking forward to figuring out how we can incorporate our product data to include engagement as one …
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Ease of Use

Totango helped CSMs complete tasks efficiently by integrating with our knowledge database which allows easily find/suggest the steps that are needed to perform. The more task we complete, the more we can focus on the customer's needs. It is also a reliable source of truth as we use it to document …
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Verified User
Contributor

Goals-Centered Customer Success

Totango contributed to my learning and success in the customer success management field. I was able to identify accounts that require urgent attention based on their health or the last touch point made on the account. Totango has become an instrument for us to deliver success to the customer by …
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Verified User
Contributor

Ease of Use

We' ve definitely benefited from a customer engagement tracking standpoint. We know exactly when the customer is on low usage and if they need a touch point at that stage. This is quite useful especially when we are customer focussed orgnaisation.
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Verified User
Employee

Goals-Centered Customer Success

We' ve definitely benefited from a customer engagement tracking standpoint. We know exactly when the customer is on low usage and if they need a touch point at that stage. This is quite useful especially when we are customer focussed organisation.
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Verified User
Employee

Ease of Use

We’ve adjusted our customer journey through multiple iterations as we’ve grown and Totango has adapted well saving time and increasing efficiency
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Verified User
Director

Ease of Use

As with any new addition to the tech stack, it takes a bit of getting used to. I find that this is one of the platforms that was easy for me to get familiar with. The team is extremely helpful with getting new users up and running so there is a minor adjustment to the everyday schedule that proves …
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Verified User
Employee

Goals-Centered Customer Success

My organization utilizes many of the robust features offered. We are able to act swiftly when alerted to a possible health detractor. We are able to look back on logged touchpoints to review notes or linked success plans to be sure we are assisting our customers with the most important issues. The …
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Verified User
Employee

Ease of Use

Totango has great tutorials and definitely listens to its customers as they continue to develop functionality. We have been able to centralize the management of our clients and their journey with our organization. We also have, for the first time ever, started collecting NPS scores! Totango makes …
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Goals-Centered Customer Success

We absolutely benefited from improving our client retention and conversion rates since we state using the software. We believe the customer is most vulnerable in the first 100 days after signing up, and the insights that Totango helps provide are valuable for ensuring ALL our clients are, first …
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Ease of Use

Totango is definitely user-friendly. It has allowed us to quickly put processes in place that we're easily able to push out to all of our key customers. It's extremely easy to set up a campaign and make sure it gets to your target audience. It also provides management with visibility into account …
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Goals-Centered Customer Success

Our organization has been able to connect with our customers better. We've been able to establish better rhythms and best practices as we are able to evaluate data easily across different accounts. This has enabled us to determine trends and quickly determine common issues and resolutions …
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Ease of Use

Ease of use was one of the main selling points for our team, in particular the ability to create and work with segments. Our team is constantly segmenting and resegmenting our customers in order to provide the necessary support to that specific group and the ability for each team member to be able …
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Ease of Use

I think Totango has helped us streamline our client statuses and communicate better across teams. It's easy for various departments to go into Totango and find the information they're looking for. It is important that each individual update Totango regularly so that other team members …
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Verified User
Employee

Goals-Centered Customer Success

My team has benefited from Totango because it has streamlined some of the workflows, improved the post sales process and improved transparency. I like that my sales team can check in and the same goes for my leadership team. Overall, I think Totango has improved our workflows and made us more …
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Verified User
Employee

Ease of Use

The data integration points are great, I was able to sync everything I wanted. The ones I couldn't was because I was not able to get the data out of my own systems. From an automation perspective, a lot of thought has definitely gone into making lives easier. It is not fancy, but I would say …
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Verified User
Program Manager

Goals-Centered Customer Success

So one of the goals was getting the customers to produce $10K worth of premium in the first month, which we have achieved an automated setting up customer accounts.
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Verified User
Program Manager

Ease of Use

Still implementing but Totango helps to better manage the customer relationship.
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Verified User
Project Manager

Goals-Centered Customer Success

We're on the way to being able to relay completely on the data stored in Totango. For that, we must finish implementation first in order for Totango to be the main source of information regarding customer management.
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Verified User
Project Manager

Ease of Use

Totango has really helped not only our customer success org but also our renewals and phone enablement team. Sure there were some hiccups with the campaigns but for the most part, it really worked well and has reached the desired audience. On a personal level, I really liked Totango because I was …
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Verified User
Contributor

Goals-Centered Customer Success

I do not have an overall view of how our organization has benefited from the use of Totango. From my personal use though, Totango has helped me in highlighting which accounts needed attention via existing tickets, product usage, account health and history, lifecycles, and more.
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Verified User
Contributor

Ease of Use

Getting started is incredibly easy - although I felt like there was always more I could be doing, we were able to get the basics going in 1 business day. After that, there are many out-of-the-box playbooks that can be instantly applied. Renewal dates and revenue can be tracked and a dashboard is …
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Goals-Centered Customer Success

Our biggest benefit has been moving from a CS organization without any customer goals, to being able to identify and track each customer's goal, identify which customers don't have goals yet, and stay informed on progress. Without Totango, we didn't have visibility into any of these things, so it …
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Ease of Use

Totango has helped our organization with managing our existing customer base in numerous ways:
  • Overall visibility into a customer's health, history of communication, etc.
  • The ability to segment customers based on several data points has been extremely helpful.
  • Being able to integrate our NPS survey …
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Verified User
Employee

Ease of Use

We have set up journeys for onboarding, adoption, and established accounts that automate and standardize a process. This has resulted in happier customers and less churn. We use the data to identify problematic customers and put a plan in place to address them so we can ensure customer …
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Ease of Use

Totango has definitely allowed our team to keep track of which accounts need a touchpoint, and which haven't received any recently. This allows us to always "stay green" with our customers. That said, there's a lot of manual work that needs to be done regularly to keep the customer/company profile …
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Verified User
Account Manager

Goals-Centered Customer Success

We have regular calls with our TT CSM to help add more fields that would improve our health metric calculation. As of now, we have quite a few fields and settings that provide us with reliable health scoring. This can obviously be improved and possibly make our lives easier with AI and better …
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Verified User
Account Manager

Ease of Use

At a quick glance, Totango allows us to see where a customer is in their contract, as well as how many users are provisioned and the amount of storage they are at. This gives us a brief overview in order for my team to start the conversation with our client.
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Verified User
Employee

Ease of Use

We have gained efficiency, visibility, and a platform for keeping client onboarding projects as well as ongoing management on track. Additionally, we have narrowed the focus to key variables that affect the client experience and outcomes to add value to the client and efficiency/focus for the CSM.
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Goals-Centered Customer Success

Shifted to more of a Voice of Customer product development process as well as prioritization of defects and bugs based on health score, revenue, subscriptions, and the volume of affected clients, subs, and users.
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Ease of Use

Our CSM team was able to dive into Totango immediately after training. We've had little confusion around using the system and can easily show the team the value and outcomes of their day-to-day actions. Our team now has improved access to what is being sent and can gather insights around customer …
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Goals-Centered Customer Success

We've built SuccessPlays (ie. playbooks) for certain risk behaviors that were hard to track before. For example, we now can look at usage frequency over the last 30 days and compare it to the previous 30 days... voila, a decline in product use metric that's visible, understandable, and triggers …
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Ease of Use

Totangos interface gives us a great capability of seeing an account's usage from one screen. We can quickly pinpoint trouble accounts from the main screen and then drill farther down into the why's of the issues. As well it gives management a high-level overview of what each CSM's book of business …
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Verified User
Manager

Goals-Centered Customer Success

By being able to see their health in real-time we can quickly implement get well plans with our teams when a customer starts to slip from Green to yellow to yellow to red. This real-time interface allows us to generate auto alerts when something slips, allowing our CS team to concentrate on the …
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Verified User
Manager

Ease of Use

Totango has a user-friendly, clean user interface. My team is easily able to manage their customer tasks/follow-ups, record touchpoints, and see the full picture for their customers. My team is very lean and wears many hats so Totango makes it possible to ensure that all customers get the best …
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Verified User
Team Lead

Goals-Centered Customer Success

We have been able to utilize the customer health profiles to trigger customer interventions as well as lifecycle-based automated tasks so that we can ensure the customer success team is always taking the right steps to ensure regular and productive contact. I always tell my team that we should …
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Verified User
Team Lead

Ease of Use

To start with, the implementation of Totango has helped us think deeper about our post-sales customer journey. We are B2B SaaS company with a high on touch success model and really high retention (
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Verified User
C-Level Executive

Goals-Centered Customer Success

We have benefited with increased visibility of usage and timely identification of customers at risk. However, it does not bring all information in one place. For example, we use Intercom for chat support - Totango has a very basic integration with Intercom. Similarly, Totango has very weak ticket …
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Verified User
C-Level Executive

Ease of Use

Totango allows our account managers to spend time in the areas that are most needed and that add the most value. They no longer have to do as much administrative work because Totango does it for them.
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Verified User
Manager

Ease of Use

After sales we were transferred to the onboarding department where we were taken care of by a program manager, data specialist and an onboarding specialist. Especially the onboarding specialist was great fun and of great help. She helped us out setting up the core structure and setting us up with …
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Goals-Centered Customer Success

We aren't there yet because our vendor can't, due to various reasons, provide all the data yet. However, when we get to this stage we can definitely leverage big time on data by using these insights to service more customers, meaningful with the same amount of people.
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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 (234)
    8.5
    85%
  • Customer profiles (241)
    8.4
    84%
  • Product usage (233)
    7.9
    79%
  • Customer health scoring (243)
    7.7
    77%

Reviewer Pros & Cons

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Verified User
Director in Other
Farming Company, 51-200 employees
Alice Simons | TrustRadius Reviewer
Alice Simons
Sr. Systems & Operations Manager
PowerToFly (Human Resources, 51-200 employees)

Video Reviews

1 video

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Totango Review: Stands Out Because Of Its User Friendly Interface
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Pricing

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Community Edition

$0

Cloud

Starter

$499

Cloud
per month

Entry-level set up fee?

  • Setup fee optional
For the latest information on pricing, visithttp://www.totango.com/results/protect#…

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services
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Product Demos

Totango launches Customer Success for Everyone - Free Forever
01:38
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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.

8.4Avg 8.6

Platform & Infrastructure

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

7.7Avg 8.5

Customer Data Extraction / Integration

Customer data extraction / integration

7.5Avg 8.6

Customer Success Management

Customer Success Management

7.8Avg 8.3

CSM Reporting & Analytics

Reporting & Analytics specific to customer success management

7.8Avg 8.4
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Product Details

What is Totango?

Totango is a customer success platform that is designed to help recurring revenue businesses simplify the complexities of customer success by connecting the dots of customer data, actively monitoring customer health changes, and driving proactive engagements.

According to the vendor, Totango is also the only customer success platform provider that offers solutions for companies that have or sell into multiple products, hierarchies, and channel partners.

Features Include:

  • Customer and User Monitoring Platform: real-time monitoring of key account and user-level metrics on product adoption, value delivered, utilization, and operational incidents.

  • Early Warning System: a system that computes customer health and alerts companies when a customer needs attention based on shifts in health or occurrence of specific at-risk events.

  • Customer Success Work Management: business process management for customer success managers and executives including account management workflows, best practice automation, team performance measurement, and executive reporting and dashboards.

  • Customer Nurture and Retention Campaigns: automated, personalized campaigns to drive onboarding and product adoption based on actual user behavior and results.

  • Customer Analytics: Deep segmentation and analytics capability to discover trends across the customer base, develop benchmarks, and examine rich account and user profiles.

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

Additional Features

  • Supported: Dynamic Assignment
  • Supported: Outcome Success Plans
  • Supported: Customer Portal
  • Supported: Team Performance Review
  • Supported: Portfolio Management
  • Supported: Account Hierarchy
  • Supported: Custom Metrics
  • Supported: User Level Reporting
  • Supported: Team Adoption
  • Supported: ISO 27001 Security

Totango Video

Totango's new Community Edition democratizes access to Customer Success technology. It's built for teams or individuals just getting started in Customer Success and looking for ways to scale their organization. Community Edition gives users the essential functionality in Totan...
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Totango Competitors

Totango Technical Details

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

Frequently Asked Questions

Gainsight CS, ClientSuccess, and ChurnZero are common alternatives for Totango.

Reviewers rate Customer segmentation highest, with a score of 8.5.

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

 (386)

Attribute Ratings

Reviews

(1-25 of 236)
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January 25, 2023

Totally Totango!

Verified User
Contributor in Sales
Telecommunications Company, 5001-10,000 employees
Score 9 out of 10
Vetted Review
Verified User
Return on Investment
  • Increased work completion
  • Better engagement with internal stakeholders
  • 360 view of customer account, health and dashboards
  • Increased customer retention with the help of playbooks
December 08, 2022

The bomb in customer success software!

Bex Howell - Trusty Oak | TrustRadius Reviewer
Bex Howell - Trusty Oak
Client Success
TRUSTY OAK 🌳 (Human Resources, 1-10 employees)
Score 10 out of 10
Vetted Review
Verified User
Return on Investment
  • Definitely enables to improve overall client retention, our target is 97%, we're at 96%.
  • A significant contribution to our increasing client conversion from starter package to the subscribed client within the first 90 days or less.
  • ROI continues to increase with every new release from Totango, and it will ultimately become our primary source of truth for all customer data.
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
Return on Investment
  • Totango keeps making my CSM's jobs easier with each interation
  • Fewer hours are spent looking in Salesforce and email for customer details, they are easily seen in Totangos Interface
  • Integration with SFDC allows Sales team members to see what CSMs are inputting into Totango
March 09, 2022

Totango for the win...

Verified User
Team Lead in Customer Service
Consumer Goods Company, 11-50 employees
Score 10 out of 10
Vetted Review
Verified User
Return on Investment
  • I strongly believe that churn will be reduced long term.
  • The customer experience will improve and customers will realize even more value in our tool as the CS team leverages Totango to interact with customers.
  • The CS team will spend less time on silly admin work and more time engaging in meaningful interactions with the customer.
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
Return on Investment
  • By using the tool we know we don't miss deadlines and are complete. This helps us to concentrate on the customer and not in secondary processes and be of greater impact.
  • It helps us with sharing goals and assigning tasks to our customers as well. This enforces (and shows) the joined efforts and dependency between us and the customer to achieve their business value.
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