Totango - a must have for every fast growing company
Our company is a startup which grew up really fast within the last 2 years. Our customer management system was based on spreadsheets and …
Totango
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Totango
Top Rated
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Totango
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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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Top Rated
2022
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2022
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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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Video Reviews
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Totango Review: Stands Out Because Of Its User Friendly Interface
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Pricing
View all pricingCommunity 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
Product Demos
Totango launches Customer Success for Everyone - Free Forever
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Features
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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 Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | Apple iOS |
Frequently Asked Questions
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).
Comparisons
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Reviews and Ratings
(386)
Attribute Ratings
Reviews
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January 27, 2023
Totango - a must have for every fast growing company
- Customer Management
- Easy access to metrics
- Customer Health and Churn information
- Possibility to download graphics
- Better data analysis tools
January 26, 2023
Couldn't be happier
- Organized Tasks
- Automate Email Cadences
- Automate CSAT & NPS Surveys
- Automate and call out customer health risks
- Additional integrations with delivery tools - Pendo, Avature
- I really can't think of anything else. We love your product!
- I really can't think of anything else. We love your product!
January 25, 2023
Totally Totango!
- CRM, Database
- Link to Saleforce(Integration)
- Task Management
- Campaign sending
- There are few instances that Totango was down
- It was not synching properly to other apps i.e. SFDC
January 25, 2023
Totango - A customer data platform
- The Segment is one of the good features I personally like. It's easier to track data within a team + customer engagement rate.
- Touchpoint timeline is great too. It allows us to see at what stage the touchpoint was logged and by whom.
- Alerts when the customer engagement rate falls below the threshold. It allows the OB and CSM teams to touch base with the customer when the engagement is low.
- The data seems to be changing quite often. i think this is primarily for our use case. Coz we track weekly activation rates internally using Totango and sometimes it's not consistent.
January 16, 2023
All in one CS
- Easy, configurable journey mapping
- Customer segmentation
- Activity tracking
- Reporting
- Aggregating user metrics
- Survey flexibility
December 20, 2022
Wonderful for managing all books of business!
- Allows for ease of monitoring and taking action when necessary.
- Provides the ability to organize customer timelines and filter events by category.
- Notifications for tasks to aid in the CSM daily workflow.
- Leaders can access a quick snapshot of the team portfolios and identify at-risk situations.
- I would love to see certain touchpoints and other action items updated in real time. It is difficult to keep up with what I have taken care of and what is still open without keeping notes on my actions on heavy admin days.
December 08, 2022
The bomb in customer success software!
- Enables us to easily send and collect NPS & CSAT scores regularly.
- Syncs with HubSpot to bring in updated client data and deals automatically.
- Allows us to manage clients based on health score which is multi-dimensional.
- I can log touch points directly in Totango from Gmail so easily..
- As we improve and develop our non SaaS business client experience, Totango continues to develop more functionality that we can benefit from.
- I'm still waiting for Touchpoint templates which will be a game changer.
- Some of the functionality I feel you need more backend knowledge to utilize some as it involves more technical language; however, the tutorials are very helpful.
- This could be a gap in my knowledge, but I'd like to see some more 'if, then' type functionality that includes sending a touchpoint automatically, for example.
September 07, 2022
Outstanding Experience.
- Totango easily integrates with other tools to pull information in one place.
- Totango is extremely easy to configure how you want, including adding new attributes that are important to you, creating segments relevant to your business, and automating processes through SuccessPlays and Campaigns.
- Totango Support is amazing! Very knowledgeable and prompt!
- Totango provides so many resources for users, including tutorials, a knowledge base, and the new creator campus. It's awesome.
- I'd like to see more calculation possibilities for collections data. For example, if I'm pulling in current support cases, being able to count how many within Totango would be helpful.
August 21, 2022
Great ROI, makes our lives so much easier
Score 9 out of 10
Vetted Review
Verified User
- Touchpoints
- Campaigns
- Automation
- Profiles
- Portfolio
- Dashboard
August 16, 2022
Totango has amazing features and capabilities
Score 8 out of 10
Vetted Review
Verified User
- Notes
- Health Score
- Client Risks
- Lots of features can feel overwhelming
- It takes time to learn the product
- Ensure teams use the same templates
- Emails to customers based on filters - whenever a customer hits a criteria.
- Integrations are superb and we are able to see a multidimensional view of the customers.
- Canvas for defining the playbook.
- Bugs in Successplay automation - not resolved since more than 1.5 months.
- Product usage aggregation also results in the creation of blank accounts visible on the front end.
- Touchpoints are a bit difficult to log. It could have been much easier.
July 28, 2022
In the right path with Totango
- Create campaigns
- Monitor performance
- Optimize the process
- Mobile app
- PDF integration embedded in emails (PDF forms)
- Undo option
- Targeted marketing campaigns.
- Dashboard to see overall account health and daily activity.
- Overview of account information.
- Customizable tasks which can then be your daily agenda or reminder.
- Ability to open links in reports in new tabs.
- Skip success plays for unresponsive customers, so that we don't go through the entire lifecycle.
- CSMs can customize account overview info.
July 22, 2022
Huge fan of Totango
- Health Scoring
- CSM Activity Management
- Renewal Planning
- Renewal Reporting
- Some of the data is updated daily, rather than real time.
- There are a lot of features, and it can be hard to know where to start.
July 06, 2022
Great tool for visibility into customer behavior
- Creating SuccessPlays that allow you to automate a sequence of events or reminders (Business Reviews, renewal reminder reach outs, etc.).
- Identifying criteria for customer health scores to easily identify customers that may be at risk.
- Summarizing a listed view of upcoming tasks that need to be completed, either by date or by customer.
- Some data that cannot be imported by the system that we would find useful to have available (for example, we have two different user times - internal and external - and Totango has trouble with reporting on both types).
- Seems like there are some frequent issues with either ingesting data or with some downtime.
- All customer information and interactions centrally located
- You can segment customers in how you view your business, products, services, etc.
- Automatically engage customers through campaigns based on certain criteria
- A very comprehensive tool that can require a steep learning curve (luckily Totango uses their own tool to help you get up to speed on their product)
- Configuration of attributes is easier if you understand logical data modeling
June 15, 2022
It's Good, but more automation please!
- Integrates with key systems
- certain automations
- Provides an idea of how a customer may be leaning with regards to the product and/or company
- use some AI or some kind of intelligence to add to health scoring
- keep track of all my emails with customers (this was never setup)
- As a sales-oriented CSM, I find that I cannot "live in Totango" entirely, I need to share my time equally with SFDC. So, at the end of the day, is it improving my work/life? Still on the fence...
June 15, 2022
Totango for a Customer Development SDR
- Shows client's domain in a quick and organized fashion.
- Everything is laid out where you need it.
- There are small charts that are easy to see and use.
- Making reports on Totango is a little confusing.
- Not having the admin for the domain listed could be added.
June 13, 2022
Totango Experience - first 2 years
- Weighted 360 Health Score Customization
- Campaigns and tracking
- Filtering for segments and reporting
- Reporting and Automation
- Outlook Integration
- Survey follow-up questions and closed feedback loop for tracking
April 27, 2022
Happily using Totango for our 3200 customer locations
- Customer email campaigns
- Pool CSM model
- Health scores
- Risk identification and management
- Time zone specific email sends
- Direct integration with Pendo
- More analytics and insights for CSM pool performance
April 17, 2022
Totango for CS is a must have.
- Health Scoring
- Customer Journey Tracking
- Integrations with other Sales Products
- Basic Level account usage for team members who need to view but not access
- Expansion of auto tools for customer reach out
March 09, 2022
Totango for the win...
- Customer health profiles are able be configured to accurately assess health for the different types of customers that we work with. Customers don't have to fit into the same box.
- Onboarding was very comprehensive and really helped make sure I was set up and ready to go live with my team on day 1. They proactively worked through any issues/ questions that came up.
- Totango made it really easy to support a multi-tiered customer hierarchy and have all their scores and data roll up into parent accounts. This was essential as we work with different business units that subscribe to our various products.
- Jira integration could stand to improve a little. I was easily able to get my list of tickets to pull into Totango but was told Totango wouldn't be able to summarize that data so I can see the overall number of tickets for a customer. Instead, I was required to create a manual process to create this data and upload it each week.
- Visualisations of usage
- Integration with your platform
- Technical Support
- There are a lot of limitations on the types of reports that you can set up
- Task management is really weak and we use ClickUp instead
- Initial setup is fairly complex and can take upto 6-8 months to get things going
February 16, 2022
The Future of Customer Success Software!
- Health Scores
- Success plans
- Customer outreach
- Reporting
- NPS & CSAT integrations directly into our system
February 14, 2022
Great tool due their customizable standardization.
- Helping our CSM's with setting out a clear overview of tasks ahead.
- Monitor different data sources and report on thresholds that are important to your business.
- Their support is awesome. Both from their CSM's and support desk.
- More integrations out of the box would be awesome.
- There is a small learning curve if you want to set the system more to your hands.