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 …
Starting at $2,988 per year
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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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Popular Features
- Customer segmentation (243)8.383%
- Customer profiles (251)7.878%
- Product usage (243)7.878%
- Customer health scoring (253)7.676%
Reviewer Pros & Cons
Video Reviews
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Totango Review: Stands Out Because Of Its User Friendly Interface
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Pricing
Starter
$2,988
Cloud
per year
Enterprise
$18,000
Cloud
per year
Premier
Custom
Cloud
Entry-level set up fee?
- Setup fee optional
For the latest information on pricing, visithttps://www.totango.com/packages
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Starting price (does not include set up fee)
- $2,988 per year
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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 |
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.
Totango starts at $2988.
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 and Ratings
(408)Attribute Ratings
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
- It integrates well with our product database - crucial to get reliable, real time data.
- It breaks down the utilization of the tool and empowers us to analyze customers' behavior and usage.
- The daily/weekly utilization charts in the tool are not as intuitive as one would think.
- Customer health indicator does not explain what the calculation behind it is (although reliable!).
August 20, 2021
Totango: A Great Tool for Client Segmentation at Scale!
- It does NPS surveys well.
- It does segmented campaigns well as the different activity/engagement filters you can apply to a campaign make it easy to target specific groups in a scaleable way!
- It provides the ability to store the history of client touchpoints in one place making internal account management transitions much easier.
- I would like to see improved engagement metrics as the few timeframe options provided can be limiting and don't always match up with our client lifecycle.
- I would like to see improved health scores. I would love to see the option to have set some requirements/metrics as "or" options for "good" health. Currently, you can only make them "and" options, which can be very limiting. For example, we'd like to be able to say clients that meet X and Y OR X and Z engagement metrics are in good health.
August 19, 2021
One of the Best Work Softwares Ever!
- It shows customers account health.
- It shows your task in an organized queue.
- It helps keep things tidy.
- I wish the loading of pages was better. Due to a lot of segment criteria, Totango pages loads very slow.
August 18, 2021
Totango is helpful, but has a few flaws
- Keeping track of touchpoints
- Building processes and workflows
- I do not find it easy to use Totango to keep track of metrics or contracts
- The organization of Totango is difficult to comprehend and keep straight
- Not very intuitive or easy to use at a glance
August 18, 2021
Full Oversight Over Customer Portfolio
- Oversight over customer accounts
- Track usage
- Review risk
- Easier automation on tasks by users instead of management
August 17, 2021
Client Management
- Reporting
- Data insight
- Quick global analysis
- Streamline the touchpoints
- Search mechanism to allow greater flexibility
- Ability to create own reporting structures
August 17, 2021
Keep Track of Your Portfolio with Totango!
- It makes a list of tasks on your account portfolio, so you can set up your own rules to have regular conversations with your customers.
- It provides great reports with a lot of data to identify the next campaign you want to do.
- It provides integration with our other tools, and we can see Totango as our main tool, even if other teams in our organization are not using it, as the important data will be pushed to the other tools.
- Possibility to separate the timeline (completed tasks not in the same timeline as emails, phone calls, etc.)
- Update some data directly from the reports (our example NPS dashboard)
- Possibility to group the tasks into different categories (some are more important than others)
August 17, 2021
Totango: The Customer Success Managers’ Lifesaver
- Task management
- Project management
- Account management
- I would like it if information could be visible in one platform when integrated with other programs like SFDC.
August 17, 2021
A Great Tool for Segmentation
- Totango provides us with data unavailable on other platforms. You can easily create and save relevant segments of data that allow users to get a holistic view of their portfolios.
- I particularly like the email campaign feature. You can easily organize campaigns based on previously created segments.
- Task creation and task management allow our team to cycle through our portfolio and be aware of changes across 300+ client portfolios.
- Totango doesn't integrate with the tools we use. It would be great to have more integrations.
- Totango has many, many clicks. I think the UX could be improved. For example, when closing a task you have to wait until a bottom bar that says "Task completed" disappears before you can move on to the next task. I feel like I have to click a lot of little things to get my job done.
August 17, 2021
Love it!
- User-friendly
- Multipurpose
- More customization
August 17, 2021
Awesome Tool!
- It helps keep track of information about each client, during each of their life cycle stage.
- It provides smooth communication between the sales department and CSM.
- Tasks are also helpful.
- The reliability of the information provided could use improvement, but it might be because the integrations are not always working properly or simply because the info is not updated on third parties, like Looker.
August 17, 2021
Totango for CS
- Customize reports
- Create success plays to hire processes
- Attach assets
- Sorting notes and labeling communications
- Details around health declines
- Data inaccuracies
August 17, 2021
Totango: A Product I Couldn't Live Without
- Monitoring account health
- Reporting on onboarding projects
- Increasing customer engagement and adoption
- More integration with Gmail and Google Calendar
- More personalized UI/UX (too much irrelevant info)
- Better UI for account timeline and history
August 17, 2021
Honest Review
- Track touchpoints
- Customer info
- Reporting
- Insights
- Ease of use
- Very cool
- Easy to use
- Great way to track health of an account
- More webinars
- Free certifications
- Automation
August 17, 2021
Totango - It Takes More Than 2!
- The timeline is a great place to see all communications with customers in one place.
- It syncs with Salesforce.
- In my experience, I have been unable to access all files from Google Drive.
- In my opinion, the emails coming from Totango look like they could be spam, so I believe they need to improve the look.
- In my experience, campaigns don't get logged to customers correctly, which I believe impacts Customer Health.
August 17, 2021
Totango is a Great Resource for Customer Success Teams!
- Reporting
- Mobile app
- Ease of use
- Integration with email
- Logging running account notes instead of just individual touchpoints from a specific point in time
August 17, 2021
Robust System for Customer Success Teams
- Customer health scoring and monitoring
- Renewal forecasting
- Customer success process/task management.]
- Automation functionality can be overly complex, not intuitive.
- Some of our unique reporting requirements require us to reach out to their support staff.
- It's best suited for large software companies with big customer success teams.
August 17, 2021
Totango - A Very Helpful CS Tool!
- Attractive UI
- Customisable
- Detailed
- Synchronization of data with other apps (e.g. Salesforce)
- Limited number of users on certain plans
- Sometimes difficult to navigate
August 17, 2021
Senior Client Success Manager Experience Using Totango
- Ability to document touch points when interacting with clients
- Segment my clients' data and provide metrics on a daily, weekly, or quarterly period
- Run reporting to share with client on their performance
- Ability to upload .jpeg or .png files
- Ability to upload outlook email message
- Ability to synchronize data with Salesforce
August 17, 2021
In My Opinion: Not Recommended, but Can be Useful
- User engagement info
- Segments
- Task management
- Customer health
- Platform speed
August 17, 2021
Great for automation - data accuracy needs improvement
- Automation.
- Consolidation across teams.
- Easy reporting.
- Data accuracy.
- Bugs.
- User friendliness.
August 17, 2021
Totango for All Your CS Needs and More!!!!
- Organized
- Easy to read
- Professional
- Hard to learn
- Complex
- Too busy
August 16, 2021
Provides the Insights I Need to be Productive!
- Triggers and success plays
- Automated campaigns and announcements
- Insight into customer journeys
- Integration with Salesforce
- Lifecycle insight and data
- Recently viewed accounts should be available
August 10, 2021
Totango - Amazing Tool for SaaS Success Strategy!
- Totango is easy to integrate with our systems. Their API is fantastic.
- The fact that Totango allows a clear customer segmentation is really helpful in our case.
- The Totango Health System helps with the departmental goal tracking and OKR's.
- The SuccessPlay feature is amazing, helping with the customer journey optimisation.
- Totango understands the needs of the Success Industry, and applies that in the technology.
- Some things could be a bit more customisable when it comes to specific sections of the interface.
- They could improve a bit more on the bug side. The application has bugs sometimes and it's frustrating to have to contact support often. On the other hand their support is great.
- Specific dashboards should be a bit user friendly and easier to find in some cases.