More campaign management than success management | TrustRadius

Use Cases and Deployment Scope

Totango is being used by the customer success management group for the purposes of customer analytics and pushing adoption.

Pros and Cons

Segments customers
Manages book of business
Allocation of customers by ARR
Detailed customer usage

User interface is too complicated, it takes too much effort to slice and dice data to view it how you want to. You have to define attributes etc, instead of just being able to apply filters, facets and rules on the fly.
No prebuilt scorecard, even if it wasn't exactly what you wanted it would be helpful to complete a default scorecard and then grow from there.
Aggregation of data across all customers for analytics is difficult to use.
No Android app.

Return on Investment

Nothing concrete identified at this time

Other Software Used

Zendesk, New Relic APM, New Relic Browser, JIRA Software, HipChat, Slack, Salesforce.com

Likelihood to Recommend

I think if you already have well-defined processes and data, and are not yet at an unmanageable (~500+) number of customers, you don't need Totango.