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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Popular Features
View all 17 features- Customer segmentation (234)8.585%
- Customer profiles (241)8.484%
- Product usage (233)7.979%
- Customer health scoring (243)7.777%
Reviewer Pros & Cons
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Pricing
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$0
Starter
$499
Entry-level set up fee?
- Setup fee optional
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting / Integration Services
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Features
Product Details
- About
- Competitors
- Tech Details
- FAQs
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 Competitors
Totango Technical Details
Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
---|---|
Operating Systems | Unspecified |
Mobile Application | Apple iOS |
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Totango - a must have for every fast growing company
- Increase of team productivity
- More speed for making customer based decisions because of their instant data analysis
Couldn't be happier
- Our team members are each saving about an hour a day on reports, due to the use of totango. Across a large CSM team and a new Account Management team that adds up.
Totally Totango!
- Increased work completion
- Better engagement with internal stakeholders
- 360 view of customer account, health and dashboards
- Increased customer retention with the help of playbooks
Totango - A customer data platform
- None at this time
All in one CS
- Increased retention
- Increased LTV
Wonderful for managing all books of business!
- Better customer retention through capturing adoption metrics
- Allows us to turn customer information into actions
The bomb in customer success software!
- 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.
Outstanding Experience.
- Increasing the lifetime value of existing customers.
Great ROI, makes our lives so much easier
- Improved efficiency
- Increased customer engagement
- Improved reporting
Totango has amazing features and capabilities
- Increasing LTV
- Increasing ROI
- Increasing customer retention
- Better onboarding output from customers (production ramp).
- Regular and quality engagement with customers.
- Creating the customer view.
In the right path with Totango
- Customer retention
- Email campaigns metrics
- Mapping Client Journey
- Able to follow up with customers regularly
- Customer retention
Huge fan of Totango
- Overall visibility into customer health.
- Ability to forecast and measure against forecast.
- Built in segmentation to improve customization.
Great tool for visibility into customer behavior
- Better customer retention due to more visibility into user activity.
- More accurate customer health engagement records, more visibility into each account overall.
- 50% savings on customer success headcount
- Less time spent on customer status reporting
- Less time spent on repetitive customer engagement communication
It's Good, but more automation please!
- having more, regular calls with customers
- better communication, as it allows us to create email campaigns
- better and closer relationship building with lower tier customers
Totango for a Customer Development SDR
- Totango has boosted upsells!
Totango Experience - first 2 years
- Retention rate increased
- Accounts per CSM increased based on efficiency
- Implementation time shortened
Happily using Totango for our 3200 customer locations
- Creating automated CSM playbooks for key risk areas
- Provides health score for improved churn risk oversight
- Effective templates for SuccessBLOCs (ie. email campaigns and successplays)
Totango for CS is a must have.
- 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
Totango for the win...
- 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.
- Has helped reduced logo churn
- Has helped structure customer success better
- Has driven visibility of usage of features
The Future of Customer Success Software!
- Better retention
- More proactive churn prevention
- Better customer outreach
Great tool due their customizable standardization.
- 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.