Great tool for scaling Customer Success
We use Totango to automate and scale all of our core processes for the Customer Success org at our company. Additionally, we use it for …
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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Popular Features
- Customer segmentation (243)8.383%
- Customer profiles (251)7.878%
- Product usage (243)7.878%
- Customer health scoring (253)7.676%
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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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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 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
Totango Video
New year, new evolution of CS, new Totango
Totango Integrations
Totango Competitors
Totango Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | Apple 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.
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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Reviews
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August 24, 2021
A Great Tool to Keep Your Team Focused on Your Customers and the Value They Get From Your Product
We use Totango with our SaaS product that is deployed with thousands of enterprise customers globally. It is used to help us analyze and understand how our customers are using our product - what modules they are utilizing, how many users are utilizing it, and generally, get the customer health score to assist our customer success team, account executives, and management team.
August 20, 2021
Totango: A Great Tool for Client Segmentation at Scale!
The client services team within our business unit uses Totango primarily for three things: to help monitor our client's activity and engagement metrics on our platform. Using those metrics, we've been able to create automated campaigns/client touchpoints, reducing the amount of repetitive manual work our team has to do. We also use Totango for marketing efforts, sending campaigns to announce new features/updates to our clients, oftentimes sending announcements only to the segments of clients the update pertains to - Totango makes this so easy to do! To conduct NPS surveys quarterly - this feature provides another way we can keep a pulse on our client's sentiment and get feedback from them in an easy, scalable way. We often see the clients, who haven't been receptive to other forms of asking for feedback, submit it here as it's quick/easy for them to do and they are able to provide the feedback to us in an indirect way.
August 19, 2021
One of the Best Work Softwares Ever!
We usually set up our customer's accounts, online ordering setups, and check their account health using Totango. It is very much convenient that you could easily find all of your workloads in one single software!
August 18, 2021
Totango is helpful, but has a few flaws
Our Customer Success team uses Totango to manage customer metrics and touchpoints. We have connected Totango to our PBI and Salesforce data to help our team keep track of our clients and their progress.
August 18, 2021
Full Oversight Over Customer Portfolio
Totango is being used by CSMs mainly along with our managers with full access but the sales team has limited access to see our notes too. It allows us to automate tasks and keep track of accounts. CSMs use it for all of their work monitoring and scheduling. We set up tasks to run automatically for what needs to be done on basic requirements plus you can set up your own tasks for what each unique account needs. We log all Touchpoint with customers and use the BCC functionality for emails to log too.
August 17, 2021
Client Management
Totango is being utilized to capture and provide intelligent analytics within the client base. With Totango, we are able to capture key insights allowing effective proactive outreach. Totango is user-friendly, easy to capture key data points, and provides reporting, which can be easily manipulated to allow quick and efficient review.
August 17, 2021
Keep Track of Your Portfolio with Totango!
We are using Totango in some departments, customer success, and onboarding, as it is helping us a lot in keeping our eyes on the customers' data and customized alerts. We have created alerts on potential risks, opportunities, and changes on the accounts, and a lot of manual work is not needed anymore. Totango even has so much more potential, we are always trying some new automation and alert campaigns to find the best for our use case.
August 17, 2021
Totango: The Customer Success Managers’ Lifesaver
Totango is being used as a way for us Customer Success Managers to easily make sure that clients are onboarded and adopted properly. For the business, I think it helps eliminate any critical accounts and prevent churning because we’re able to monitor and take action if needed. It also helps us properly manage our tasks and objectives through tasks and touchpoints.
August 17, 2021
A Great Tool for Segmentation
Totango is currently used by the Customer Success Department and Onboarding at Aircall. It is about 30-35 people and the main problem it addresses is that it provides customer data unavailable elsewhere and it allows us to manage our tasks internally.
August 17, 2021
Love it!
We use it to track our time as well as notes on customer accounts.
August 17, 2021
Awesome Tool!
Totango is helping the Customer Success Department keep track of each CSM's BoB. I use Totango daily to check on my client's metrics (logins, page views, conversion rate), I send campaigns through Totango to clients, I add touchpoints, keep track of my daily tasks.
August 17, 2021
Totango for CS
It is currently used by our customer success organization. It helps the team track customer communication, campaigns sent to customers, monitor account health, and build reports.
August 17, 2021
Totango: A Product I Couldn't Live Without
We currently use Totango for managing implementation projects, accounts in onboarding, as well as track product engagement/usage levels, promote underutilized features, host upsell campaigns, and monitor account health for accounts in early adoption or established accounts. It's heavily used by our onboarding, account management, and upsell/renewal teams at iiQ to track more detailed reports on account health and provide visibility and insight of this data across multiple teams. It's also extremely helpful for building financial reports or reporting on KPIs with upper management.
August 17, 2021
Honest Review
Totango is being used by our success and onboarding department. It is used to keep CSMs organized and with time management. It is used to track customer touchpoints and also as a tool of who to reach out to next.
Totango is being used by our Customer Success and Sales teams to update client communications, renewals, upsells, terminations, health, sentiments of our clients. It's a very cool tool for visibility to the sales, CS and C-level executives, and helps the account owners to track activities across their portfolios. We love using Totango.
August 17, 2021
Totango - It Takes More Than 2!
Currently, Totango is being used by our Customer Success Partner department only as a Customer Management Tool.
August 17, 2021
Totango is a Great Resource for Customer Success Teams!
Totango is used as our primary CRM and is integrated with SFDC as well. The Customer Success team uses Totango, but with the integration, we can ensure the Sales team sees all of the notes as well in Salesforce. Totango has been much more effective for our organization than our prior use of Gainsight. The reporting capabilities are very functional, and Totango continues to enhance its mobile app for easy on-the-go notes/updates.
August 17, 2021
Robust System for Customer Success Teams
As a SaaS software provider, Totango plays a key role in helping our customer success team monitor the health of customers and their usage of our application. The data we collect is pivotal to a variety of internal processes, including forecasting renewals, understanding feature adoption, roadmap prioritization, and ongoing customer communication.
August 17, 2021
Totango - A Very Helpful CS Tool!
It is used by the Customer Success department across all regions. It helps with logging customer communications and reporting.
August 17, 2021
Senior Client Success Manager Experience Using Totango
Our team uses Totango to manage our clients and pertinent account information to help further define their strategy and customer journey by using our platform. We are able to track clients logging into our platform, see an increase in metrics and reporting for various stages of the customer journey, and compare clients in a particular industry against other clients to measure for industry benchmarks.
August 17, 2021
In My Opinion: Not Recommended, but Can be Useful
Totango is used almost exclusively by Customer Success, with some involvement from Sales.
August 17, 2021
Great for automation - data accuracy needs improvement
It is used specifically for our customer success team. It's helping primarily with automation and documentation for our customers. In my roll, automation has been the biggest impact that it's had for the team. I worked in the small business org and now in mid market and have seen how impactful it's been for these users and being able to automate the day-to-day emails and tasks.
August 17, 2021
Totango for All Your CS Needs and More!!!!
Totango is used in our organization to manage client accounts at various different levels, including group, solo venue, etc. The tool helps us to stay on top of our accounts and constantly monitor account health and ROI. It plays a massive role in our day-to-day life to keep us organized.
August 16, 2021
Provides the Insights I Need to be Productive!
Totango provides customer insights, contract information, account status, and customer journeys. It allows us to gauge customer performance, see last touchpoints, and engagement activity. We are integrated with Salesforce and it is used by the customer success team and account management.
August 10, 2021
Totango - Amazing Tool for SaaS Success Strategy!
At Instapage we use Totango four our Enterprise Book of Business. It is being used by the Customer Success department, and other departments too such as part of the Sales Team, and billing team. The Totango framework helps us with our success strategy, it is the go-to place for the daily activities of all Customer Success Managers in the company. It helps to keep track of everything Enterprise related, it is exactly what it needs to be: A strong customer success tool.