Item: Totango
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

Proactive adoption metric capture w/in the Customer Success Department
Product usage with the Product Department
Problem Resolution: provides us with necessary insights which help guide both Product and Customer Success-related decision making

Pros and Cons

It provides MoM metric capture which we, in turn, share with our customer base during Executive Business Reviews, cadence calls, etc.
It provides insights into which elements of CLZN are used most often.
It enables Customer Success Managers to identify problematic areas early on and take necessary action.

Invest in creating customizable Quarterly Business Review / Executive Business Review slide decks (would be a huge time saver eliminating the need to extract Excel files and uploading to Excel, Power BI, etc.)
In the Select Columns section, the ability to apply "In the last 3, 7, 14, 30, 90, or 180 days" across all columns rather than having to select each one individually (would result in a considerable time savings)
Zoe's UI is not as straight forward as it could be (may discourage users from learning).

Return on Investment

Significantly better customer retention (my customers all ask me to generate custom metric reports for both their own analysis as well as that of their Exec Mgmt. teams)
Totango has increased the perception of our CS team. Customers have come to see us a data-driven group which pushes the adoption envelope as a result of Totango's offering.

Alternatives Considered

Gainsight

I cannot provide a fair tool assessment since I used it for roughly one week before CLZN transitioned to Totango.

Key Insights

Do you think Totango delivers good value for the price?

Yes

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?

I wasn't involved with the implementation phase

Would you buy Totango again?

Yes

Support Rating

I am not directly involved with Support since it is reserved for our Director of CS.

Usability

Overall usability is great. Very straightforward with respect to metrics used and their respective definitions. Navigation throughout the tool is quite intuitive. Colors used are pleasing to the eye.

Totango eliminates account guesswork and replaces it with clearly defined metrics. Those metrics allow CSMs to engage customers to proactively collaborate over account health. These interaction not only lead to both increased trust and rapport-building, but also secure the changes for ongoing account health.

If you are serious about moving your CS team from a qualitative to a quantitative one, then Totango is your tool of choice!

Overall Satisfaction with Totango