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Totango

Totango

Overview

What is Totango?

Totango customer success software helps enterprise businesses and cross-functional teams accelerate customer outcomes in productivity, retention, and expansion. 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…

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Recent Reviews

All in one CS

8 out of 10
June 09, 2023
Incentivized
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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Buyer Beware

1 out of 10
May 22, 2023
We attempted to use Totango for client success/customer success. We had hoped, we could use Totango for setting up customer satisfaction …
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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 (243)
    8.3
    83%
  • Customer profiles (251)
    7.9
    79%
  • Product usage (243)
    7.8
    78%
  • Customer health scoring (253)
    7.6
    76%

Reviewer Pros & Cons

View all pros & cons

Video Reviews

1 video

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

View all 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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Product Demos

Totango Customer Success Walkthrough

Navattic
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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.

8.4
Avg 8.6

Platform & Infrastructure

Features related to platform-wide settings and structure, such as permissions, languages, integrations, customizations, etc.

7.9
Avg 8.5

Customer Data Extraction / Integration

Customer data extraction / integration

7.6
Avg 8.6

Customer Success Management

Customer Success Management

7.6
Avg 8.2

CSM Reporting & Analytics

Reporting & Analytics specific to customer success management

7.5
Avg 8.1
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Product Details

What is Totango?

Totango customer success software helps enterprise businesses and cross-functional teams accelerate customer outcomes in productivity, retention, and expansion. 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

Screenshot of Collaboration tools to manage a customer portfolioScreenshot of a 360° view of customer healthScreenshot of the dashboard to monitor customer metricsScreenshot of an engaging in-app experiences and email campaigns to improve customer retentionScreenshot of integrated data in the Customer Data Hub

Totango Video

New year, new evolution of CS, new Totango

Totango Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS

Frequently Asked Questions

Totango starts at $2988.

Gainsight CS, ChurnZero, and Catalyst CSP are common alternatives for Totango.

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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Comparisons

View all alternatives
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Reviews and Ratings

(408)

Attribute Ratings

Reviews

(1-25 of 260)
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Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Account portfolio tracking
  • Customer touchpoint timeline
  • SuccessPlay automation
  • More intuitive UI for some of the analytics features
  • Streamline the Notifications and Agenda page (I don't think they need to be separate)
  • Integration with Google Slides/Docs/Sheets for viewing customer files
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Health Score Tracking
  • NPS Surveys and Reminders
  • Touchpoint tracking
  • Task Creation and reminders
  • Totango seems to be spreading out into other areas, which is great, but I hope they continue to focus on making the Customer Relationship Platform a priority.
Bex Howell | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Jaime Cortes | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
  • customer segmentation is great and fase segmentation also
  • toutch points and tasks, a good way on having everything reported and under control
  • successplays are great if you have multiple tasks to do, it will do it for you automaticaly
  • agenda, in one blink of an eye you have your agenda
  • speed need to be improved
  • some times it hangs and you need to refresh the web page
  • in some cases in a segmentation when you go back to the previous page it is not
Selene Varela Salinas | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • alert when you are not meeting the metrics established to have a health score
  • the adoption and follow-up provided by our assigned Manage Service Provider
  • how friendly the handling of the tool is
  • the interaction of the Totango tool with other internal axity tools
  • totango has different training materials and I would like them to be available in a language other than English, such as Spanish.
June 09, 2023

All in one CS

Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • Easy, configurable journey mapping
  • Customer segmentation
  • Activity tracking
  • Reporting
  • Aggregating user metrics
  • Survey flexibility
May 22, 2023

Buyer Beware

Score 1 out of 10
Vetted Review
Verified User
  • I don't think Totango does anything well.
  • Integrations -- in my experience, they constantly break and disconnect.
  • Implementation -- I feel it was a HUGE challenge to set-up our environment. It took over 200 hours and it didn't work.
  • Communication -- during implementation/onboarding, in my opinion, we were mislead on how to create some of our custom data objects and it ended up being a big waste of time since the approach we were instructed to use ended up being incorrect.
Brian O'Keeffe | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Automate engagement using campaigns.
  • Generate tasks based on activity, date, or other criteria.
  • Carefully track NPS and customer satisfaction.
  • Editing templates can be slow and confusing.
  • Building items across teams can be a challenge.
  • Reports and segments seem to be the same thing and it's a challenge telling people to build a segment when they are looking to build a report.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Adam Moreschi | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
  • Automate health scoring based on a number of quantitative and qualitative inputs
  • Guide customer success teams on SuccessPlays to standardize the customer experience
  • Create dashboards on reporting and insights for clearer decision making
  • Being able to send an NPS link directly instead of through an email campaign
  • Logging updates on touchpoints often requires many more clicks than actually should be required
  • The tasks and notifications are not as user friendly as other CRMs
January 26, 2023

Couldn't be happier

Alice Simons | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • 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
Incentivized
  • 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
Incentivized
  • 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.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
September 07, 2022

Outstanding Experience.

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

Jessica Morales | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
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