Customer Success Expert tool
April 12, 2016

Customer Success Expert tool

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Totango

Totango is used within the customer success department to monitor the usage of our customers.
It allows us to act proactively when usage of the customer drops by reaching out and offering a helping hand.

Pros

  • Broad understanding of customer success in general
  • Auto follow up via customer success plays
  • Automated follow up via campaigns

Cons

  • Very much oriented around a fix relation between a CSM and a customer
  • Less easy to use with very large customer bases
  • Performance could be improved
  • Better retention
  • Teamleader CRM
Still not as in depth as it should be. We are having a hard time defining what to integrate and what not.
Totango is easier to use with a smaller customer database. It is good for campaigns and linking objectives to these campaigns.

Totango Feature Ratings

6.5
Product usage
7
Help desk / support tickets
6
7.0
Customer profiles
7
Automated workflow
8
Internal collaboration
4
Customer health scoring
8
Customer segmentation
8
7.8
Customer health trends
9
Engagement analytics
9
Revenue forecasting
7
Dashboards
6
3.0
Role-based user permissions
3
9.0
API
9

Comments

  • Kevin Garcia | TrustRadius Reviewer
    Kevin Garcia
    (Vendor Representative) commented 10 years ago
    Hi there! Thanks for sharing your thoughts on Totango. Our roadmap definitely includes big updates to manage complex and larger customer bases and smoother integrations. Thank you for your patience and we look forward to building great business outcomes together!

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