Item: Totango
Rating: 8
Author: Adam Watson

Overall Satisfaction with Totango

Use Cases and Deployment Scope

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.

Pros and Cons

Pros

Monitoring customer success metrics.
Viewing customer metrics over time for any particular customer to identify trends.
Automatic health analysis.

Cons

Automatic touchpoint registration.
Reporting trends for a cohort of customers.

Return on Investment

Allows us to focus our attention where it's needed most.

Key Insights

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

Likelihood to Recommend

Though the comparative reporting is not great, the one on one customer analysis is great in Totango. Determining how a customer is using our tool still required some interpretation but the real metric Totango provides is invaluable.

Totango Feature Ratings

Comments

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Visualizing Customer Success