Fantastic Product for Account Managers/CSMs
Updated August 02, 2016
Fantastic Product for Account Managers/CSMs
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Totango
Totango is being used by the customer success organization to manage daily/weekly/monthly/etc. customer engagement. In past organizations, the frequency of customer engagement, the application of different success plays, and the overall results of customer strategies were fairly ad-hoc. Totango has been able to act as the main hub for all customer engagement activity, metrics, and strategy.
Pros
- I've worked with two other mainstream Customer Success-focused products in the past, and found their UIs very complex, particularly around navigation and creating custom reports. One in particular required heavy assistance from the product's CSM to stand up custom reports. I find that Totango has a very intuitive user interface and a simplified approach to reporting. Best of all, my Totango Customer Success Manager (CSM) is in frequent communication throughout the course of the month so I rarely ever feel 'stuck.'
- Being a fairly heavy Salesforce user in past roles, I was highly critical of the Sales and Account Management teams working in silos: Sales in Salesforce, and Account Managers in Totango. Totango gives you plenty of import/export options with Salesforce in mind so that Account Managers like myself don't have to worry about double-entry of notes and other data points.
- My favorite features by far are creating tasks and touch points. It's incredibly simple, and includes a timeline of events on the customer profile page so that you can easily glance at the most recent activity.
Cons
- When customizing a current report and saving under a different name, at times it overwrites the previous report. This requires you to go into the previous report and undo any edits that were made.
- I've never felt more care and attention from a CSM team before, but at times they can overcommunicate; more than 2 or 3 times a week.
- They should consider relocating the "What's New" tab somewhere more visible. I often forget to scroll all the way to the bottom of the screen and check on which new features have been released.
- Totango has helped me understand customer utilization, which is a key indicator of customer satisfaction.
- Totango's reporting and metrics have helped me put strategic effort and energy into customers who need it the most.
- I believe Totango helps increase customer satisfaction over the long-term b/c it guides you in smart, strategic engagement which is often built to align with your company's desired approach to customer success.
I started at the organization after Totango was selected, but I hear the decision was based on how intuitive the solution was, and how it could integrate with the other solutions in-house. At prior companies, the reporting suite had been the primary focus. One company in particular selected a product that had extremely robust reporting options; however, we were at the mercy of the solution's product team for customizations/modifications, which took quite a bit of time.
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