Totango Usability, Reviews & Ratings 2023

Totango

Starting at $0

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,...

Totango - a must have for every fast growing company

9 out of 10

January 27, 2023

Our company is a startup which grew up really fast within the last 2 years. Our customer management system was based on spreadsheets and …

Couldn't be happier

10 out of 10

January 26, 2023

We use Totango to organize the workflows on our Customer Success team and Account Management teams. Having a single system that allows …

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 …

Totango - A customer data platform

9 out of 10

January 25, 2023

We use Totango to track customer engagement. We've built our own rules/segments to see how the touch points are tracked, customer …

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.

Wonderful for managing all books of business!

10 out of 10

December 20, 2022

Totango helps organizations with information accessibility challenges. It is user-friendly and allows all teams with user access to get up …

The bomb in customer success software!

10 out of 10

December 08, 2022

We use Totango as a customer success solution to keep track of our customer's journey from sign-up to advocacy. Before Totango, we …

Outstanding Experience.

10 out of 10

September 07, 2022

I use Totango to manage my book of business, including logging touch points, keeping track of tasks, and automating processes. Our team …

Great ROI, makes our lives so much easier

9 out of 10

August 21, 2022

We use Totango to manage our high volume, high touch style of Customer Success. This means we use as many automations as possible to …

Totango has amazing features and capabilities

8 out of 10

August 16, 2022

We used Totango to understand the health of our clients and to keep internal teams informed on the status of major milestones. This was …

Big promises, nice UI, nice Integration points but has tech issues

7 out of 10

August 04, 2022

Problem - Implement the playbook for our onboarding and CS team. Scope - All customers that the business development team signs up.

In the right path with Totango

8 out of 10

July 28, 2022

I use Totango to create data points and then build campaigns under the different SuccessBlocs to trigger them according to the target set. …

Totango for account health, segmentation, and campaigns.

8 out of 10

July 25, 2022

We use Totango on a daily basis to track the overall health, campaigns sent touch points, and more for our individual book of business. It …

Huge fan of Totango

10 out of 10

July 22, 2022

We use Totango to manage our customers post-sale. It allows us to stay on top of the journey, identify risks and manage the renewal. It is …

Great tool for visibility into customer behavior

9 out of 10

July 06, 2022

We use Totango as our primary tool to identify customer health, log interactions with customers, create automated processes to reach out …

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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 …

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.

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 …

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 …

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 …

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 …

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.

Goals-Centered Customer Success

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

Goals-Centered Customer Success

We’ve been able to become more proactive in making happy customers

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 …

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 …

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 …

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 …

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 …

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 …

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 …

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 …

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 …

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 …

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.

Ease of Use

Still implementing but Totango helps to better manage the customer relationship.

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.

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 …

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.

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 …

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 …

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 …

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 …

Goals-Centered Customer Success

We regularly review the customer health scores and actively discuss the next steps needed to get the customer healthy again.

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 …

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 …

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.

Goals-Centered Customer Success

This has helped us stay ahead of our customer's usage. We are able to track who is using what and make informed sales decisions off on the data shown.

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.

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.

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 …

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 …

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 …

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 …

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 …

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 …

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 (

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 …

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.

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 …

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.

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

Top Rated

2022

Best of

2022

Best of

2022

Best of

2022

Best of

2022

Best of

2022

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

View all pros & cons

Customer Health and Churn information
Possibility to download graphics

Verified User

Director in Other

Farming Company, 51-200 employees

Automate and call out customer health risks
Additional integrations with delivery tools - Pendo, Avature

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

7.9
API
(142) Ratings
An API (application programming interface) provides a standard programming interface for connecting third-party systems to the software for data creation, access, updating and/or deletion.
8
Integration with Salesforce.com
(169) Ratings
The software can integrate with Salesforce.com bi-directionally, allowing for data syncs, activity alerts, campaign triggers, enhanced reporting, and lead assigning.
7.3
Integration with Marketo
(33) Ratings
The software can integrate with Marketo bi-directionally, allowing for data syncs, activity alerts, campaign triggers, and enhanced reporting.

Customer Data Extraction / Integration

Customer data extraction / integration

7.5Avg 8.6

Customer Success Management

7.8Avg 8.3

8
NPS surveys
(116) Ratings
The software facilitates the creation and execution of NPS (net promoter score) surveys, and integrates the results within each customer’s profile.
6.1
Sponsor tracking
(6) Ratings
The software alerts you when a sponsor or admin user changes roles or leaves the company. The software may track this through LinkedIn integration or changes in the user record in your product.
8.4
Customer profiles
(241) Ratings
The software unifies and presents all customer data in one place, so customer success managers can track the health of each of their customers.
8.1
Automated workflow
(230) Ratings
The software allows you to set up automated actions, alerts or tasks to be triggered by particular changes in customer data.
7.8
Internal collaboration
(217) Ratings
The software allows members of your team to communicate and leave notes about any customer issues.
7.7
Customer health scoring
(243) Ratings
The software allows you to build rules for scoring customer health based on customer data and actions, much like lead scoring for marketing.
8.5
Customer segmentation
(234) Ratings
The software allows you to segment customers by particular attributes, e.g., onboarding customers vs. legacy customers.

CSM Reporting & Analytics

Reporting & Analytics specific to customer success management

7.8Avg 8.4

7.6
Customer health trends
(233) Ratings
The software allows executives to view customer health trends over time.
7.7
Engagement analytics
(220) Ratings
The software allows you to track and report on how your customer base overall is using your product to surface insights such as how feature adoption correlates with customer retention.
7.9
Revenue forecasting
(166) Ratings
Based on customer health trends, churn rates, etc., the software can predict revenue.
8
Dashboards
(229) Ratings
Users can create, customize and share dashboards, which provide an overview of the most important metrics.

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Product Details

About
Competitors
Tech Details
FAQs

What is Totango?

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

Show Unsupported 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...

Totango Competitors

Totango Technical Details

Deployment Types	Software as a Service (SaaS), Cloud, or Web-Based
Operating Systems	Unspecified
Mobile Application	Apple 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 95)

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July 06, 2022

Great tool for visibility into customer behavior

Verified User

Employee in Customer Service

Information Technology & Services Company, 201-500 employees

Score 9 out of 10

Vetted Review

Verified User

Community Edition

$0

Starter

$499

Entry-level set up fee?

Offerings

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