Visualizing Customer Success
March 16, 2020
Visualizing Customer Success
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Totango
It is being used mainly by the customer success team. We use it to track customer use of our tool, look for successful customers, and identify customers we can help. We also use it to track our touchpoints with customers to better understand the influence we are having on their success.
- Monitoring customer success metrics.
- Viewing customer metrics over time for any particular customer to identify trends.
- Automatic health analysis.
- Automatic touchpoint registration.
- Reporting trends for a cohort of customers.
It is important that we understand how a customer is using our tool. Equally, it is important that we access the tool that our customers own as infrequently as possible. Totango allows us to automatically collect and trend important customer success metrics without accessing the tool we support. We can see that a customer is being successful and we can see what a successful customer looks like.
- Allows us to focus our attention where it's needed most.
When used correctly, the Totango heath score is very helpful as customers move through onboarding and into successful implementation.
Do you think Totango delivers good value for the price?
Not sure
Are you happy with Totango's feature set?
Yes
Did Totango live up to sales and marketing promises?
I wasn't involved with the selection/purchase process
Did implementation of Totango go as expected?
Yes
Would you buy Totango again?
Yes