Totango Reviews

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120 Ratings
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Score 8.2 out of 100

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Reviews (1-9 of 9)

Jamie Wang | TrustRadius Reviewer
August 22, 2016

Imperative for Customer Success and Many Other Teams

Score 10 out of 10
Vetted Review
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Enterprise CSM Objectives

Tracking multiple end users on an existing account is super important because having 1-2 power users and 10 others not using the tool can lead to account downgrades pretty quickly. By tracking various end users, we can selectively reach out to engage them but also show the bigger picture to our executive sponsors so they know who is or is not using the product.

Separately, since our different clients have different custom integrations, being able to create our own metrics for success and apply that tracking methodology to different clients is imperative and Totango makes that part easy.
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Sam Rutzick | TrustRadius Reviewer
July 25, 2016

Totango: Organize the Chaos of Customer Success

Score 8 out of 10
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Enterprise CSM Objectives

We use Totango to manage interactions with a wide variety of customers across multiple teams in our organization. The touchpoints and tasks allow us to easily coordinate next steps and the health score in addition to other alerts configured in the system give us the ability to act on a customer problem before it gets worse or leads to churn.
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Anonymous | TrustRadius Reviewer
September 02, 2016

Thumbs up for Totango

Score 9 out of 10
Vetted Review
Verified User
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Enterprise CSM Objectives

  • Customer Success Managers
  • Multiple Customer-facing Teams
We really only have one main product, so we customized Totango to monitor the health of our customers' based on their usage of our software. I'm not sure if we segmented our customer base though. We've set up Totango to notify us when usage falls below or rises above a couple different thresholds based on what we interpret as good, medium, and poor health for our product. When dealing with hundreds of accounts, it feeds us intel we need and wouldn't otherwise see unless we proactively researched specific accounts.
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Anonymous | TrustRadius Reviewer
August 02, 2016

Fantastic Product for Account Managers/CSMs

Score 10 out of 10
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Verified User
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Enterprise CSM Objectives

  • Multiple Geographies or Territories
We use custom health configurations that line up with our back-end custom reporting/analytics platform. We have slowly started to bring notifications into the different success plays we've created. In the near future, the goal is to mature our internal process, and then replicate that in Totango from start to finish.
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Anonymous | TrustRadius Reviewer
August 01, 2016

Totango helps understand your customers

Score 9 out of 10
Vetted Review
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Enterprise CSM Objectives

  • Customer Success Managers
It helps us understand whether certain CSMs are doing a better job of onboarding vs others and gets them the help they need from the rest of the business.
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Anonymous | TrustRadius Reviewer
July 29, 2016

Totango Review

Score 6 out of 10
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Enterprise CSM Objectives

User behavior helps me identify at risk accounts to target for outreach, adoption, and renewal negotiation.
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Anonymous | TrustRadius Reviewer
July 21, 2016

Takes two Totango

Score 6 out of 10
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Enterprise CSM Objectives

  • Multiple Geographies or Territories
  • Multiple Products
  • Multi-tier Accounts
  • Customer Success Managers
We use different health metrics for different segments. I pull reports weekly from totango to analyze customer health against our other metrics.
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Feature Scorecard Summary

Role-based user permissions (46)
7.1
API (42)
7.3
Integration with Salesforce.com (55)
7.3
Integration with Marketo (3)
5.4
Product usage (76)
7.8
Help desk / support tickets (53)
7.4
Sponsor tracking (6)
6.1
Customer profiles (76)
7.7
Automated workflow (73)
7.7
Internal collaboration (65)
7.4
Customer health scoring (76)
8.0
Customer segmentation (73)
7.9
Customer health trends (74)
7.9
Engagement analytics (73)
7.6
Revenue forecasting (54)
7.1
Dashboards (72)
7.2

About 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.

Categories:  Customer Success

Totango Features

Customer Data Extraction / Integration Features
Has featureProduct usage
Has featureHelp desk / support tickets
Has featureOnline customer community
Has featureBilling
Has featureMarketing emails
Customer Success Management Features
Does not have featureNPS surveys
Does not have featureSponsor tracking
Has featureCustomer profiles
Has featureAutomated workflow
Has featureInternal collaboration
Has featureCustomer health scoring
Has featureCustomer segmentation
CSM Reporting & Analytics Features
Has featureCustomer health trends
Has featureEngagement analytics
Has featureRevenue forecasting
Has featureDashboards
Has featureCustomer lifetime value
Has featureChurn rate
Security Features
Has featureRole-based user permissions
Platform & Infrastructure Features
Has featureAPI
Has featureIntegration with Salesforce.com
Does not have featureIntegration with Marketo
Does not have featureIntegration with Eloqua
Additional Features
Has featureCustomer Health Reasons
Has featureCustomer Health Change Tracking
Has featurePortfolio Management
Has featureTeam Performance Review
Has featureHealth Console
Has featureAccount Hierarchy
Has featureCustom Metrics
Has featureUser Level Reporting
Has featureTeam Adoption
Has featureISO 27001 Security

Totango Screenshots

Totango Competitors

Totango Support Options

 Free VersionPaid Version
Forum/Community
FAQ/Knowledgebase
Video Tutorials / Webinar
Phone
Email
Social Media

Totango Technical Details

Deployment Types:SaaS
Operating Systems: Unspecified
Mobile Application:Apple iOS