Totango

Totango

Customer Verified
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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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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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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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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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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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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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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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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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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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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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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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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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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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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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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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Ease of Use

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

1 video

Totango Review: Stands Out Because Of Its User Friendly Interface
02:00
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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 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

(1-25 of 250)
Companies can't remove reviews or game the system. Here's why
January 26, 2023

Couldn't be happier

Alice Simons | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
  • 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!

Score 9 out of 10
Vetted Review
Verified User
  • 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
Score 9 out of 10
Vetted Review
Verified User
  • 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

Score 9 out of 10
Vetted Review
Verified User
  • Easy, configurable journey mapping
  • Customer segmentation
  • Activity tracking
  • Reporting
  • Aggregating user metrics
  • Survey flexibility
Score 10 out of 10
Vetted Review
Verified User
  • 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.
Bex Howell - Trusty Oak | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
  • 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.

Score 10 out of 10
Vetted Review
Verified User
  • 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.
Score 7 out of 10
Vetted Review
Verified User
  • 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.
Score 8 out of 10
Vetted Review
Verified User
  • 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.
Score 9 out of 10
Vetted Review
Verified User
  • 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.
David Vanslette | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
  • 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
Score 6 out of 10
Vetted Review
Verified User
  • 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...
Score 8 out of 10
Vetted Review
Verified User
  • 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.
Score 10 out of 10
Vetted Review
Verified User
  • 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.
Score 6 out of 10
Vetted Review
Verified User
  • 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
Score 9 out of 10
Vetted Review
Verified User
  • 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.
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