More campaign management than success management
March 25, 2016

More campaign management than success management

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with Totango

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

Pros

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

Cons

  • 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.
  • Nothing concrete identified at this time
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.

Totango Feature Ratings

Product usage
8
Help desk / support tickets
6
Sponsor tracking
Not Rated
Customer profiles
5
Automated workflow
7
Internal collaboration
7
Customer health scoring
7
Customer segmentation
9
Customer health trends
6
Engagement analytics
3
Revenue forecasting
Not Rated
Dashboards
4
Role-based user permissions
8
API
10
Integration with Salesforce.com
10
Integration with Marketo
Not Rated
Integration with Eloqua
Not Rated

Comments

  • Kevin Garcia | TrustRadius Reviewer
    Hi there! Thank you for your honest feedback, we are always looking to refine our user interface and scorecard functionality. I will pass along your suggestions to the product team and hope we can work with you to get you more value from Totango.

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