TrustRadius
Totango - A must for any CSM
https://www.trustradius.com/customer-successTotangoUnspecified8.296101
George Markou profile photo
Updated November 07, 2016

Totango - A must for any CSM

Score 9 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with Totango

Totango is currenlty being used by the entire organization in order to track our customers' engagement with the product, their general health, as well as to segment our customer base, keep track of the current and past MRR and revenue/other cost metrics, and finally as a platform that facilitates email campaigns.
  • Easy to set up health metrics
  • Email campaigns with included goals and statistics in relation to them
  • Account segmentation
  • Various minor bugs and glitches
  • Inability to remove accounts/users yourself
  • Revenue center is still very basic
  • Better customer retention
  • Increased insight into product usage
  • Better targeting of users based on MRR
I was not with the organization when the choice was made. Other products, however, were evaluated based on free trials and live demo sessions.
Totango excels in account/user segmentation; its campaign module is also very reliable and useful. It is intuitive to use and easy to set up. Its revenue center is not currently as useful. The current integration with Salesforce was both very easy to achieve and has provided us with a great insight to our product process.

Totango Feature Ratings

Product usage
8
Help desk / support tickets
6
Customer profiles
9
Automated workflow
9
Internal collaboration
5
Customer health scoring
8
Customer segmentation
10
Customer health trends
8
Engagement analytics
8
Revenue forecasting
6
Dashboards
6
Role-based user permissions
5
API
3
Integration with Salesforce.com
9

Configuring Totango

Integrating Totango

  • Salesforce
Salesforce was integrated fully through Totango's own integration hub.