TrustRadius
The leader of Customer Success Platforms
https://www.trustradius.com/customer-successTotangoUnspecified8.296101
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March 24, 2016

The leader of Customer Success Platforms

Score 10 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with Totango

Totango is our customer success platform. We use Totango to run our business in the individual contributor level as well as with our leadership. It gives our CSMs deep understanding of how our customers are using the system, which can be leveraged for renewal discussions, up-sell and cross-sell. Without Totango it is very hard to get an OBJECTIVE view of how our customers are using our product, and based on our past experience with other systems even though customer success (CS) is a form of art more than science, the objective data is what really drives value to our CS organization and help our CSMs to step up their game.
  • CSM Dashboards
  • Usage based campaigns
  • Ease of use
  • Customized executive dashboards.
  • Identified up sell opportunities when license utilization is high.
  • Giving great background and context for every customer engagement.
Faster, easier to use, provides objective data that helps our CSM to understand how our customers are using the product. Gainsight, since it is based on Force.com, was slower in performance and is more based on subjective data.
Totango is a simple, easy to implement customer success platform which provides real-value within a short period of time.

Totango Feature Ratings

Product usage
10
Help desk / support tickets
10
Sponsor tracking
8
Customer profiles
8
Automated workflow
10
Internal collaboration
6
Customer health scoring
10
Customer segmentation
10
Customer health trends
10
Engagement analytics
8
Revenue forecasting
9
Dashboards
7
Role-based user permissions
7
API
10
Integration with Salesforce.com
10

Totango Implementation

Should be implemented in stride, start with basic such as health profiles and grow into more advanced functions like campaigns and success plays.
Change management was a minor issue with the implementation