Good tool for CSMs
November 21, 2020

Good tool for CSMs

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with Totango

Totango is currently being used for our Customer Success team. All tiers of CSMs use Totango as their main CRM daily.
  • Support team is very responsive.
  • Attractive interface.
  • I like that you can link Google Docs and resources to an account.
  • Totango text fields are impossible to use. If you want to create an attribute that would house any data (ie. health notes) that is more than 2 words, you cannot read the entire field, nor can you make any edits. Any text field is an all or nothing and is very hard to view at an account or holistic level.
  • CSAT responses are not at an individual contributor level, making it hard to take the CSATs and make an actionable plan for team members from the data.
  • The reporting functionality leaves a lot to be desired. The way that Segments and Reports are separated is not intuitive and does not allow for very much customization.
There are now many more attributes of an account or interaction that management can track across their teams. SuccessPlays have also streamlined processes, especially for newer team members so that it is clear what action you need to take and how to take it.
  • Better visibility into customer interactions.
  • Better tracking of objective health metrics.
Before Totango, we used Salesforce to track our customer data in the same place that our sales people do. From a user perspective, I liked having everything in one platform and I enjoyed the Engagements. However, Totango provides a lot more visibility and automated interaction that we did not have before that saves a lot of time.

Do you think Totango delivers good value for the price?

Not sure

Are you happy with Totango's feature set?


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?


Would you buy Totango again?


Great Support Team. Always available and will provide updates when asked.
Totango is definitely helpful, but I do not find it intuitive in helping me manage my day. I do not find the Notification page helpful although, for some reason, that is the home page. I want to use the agenda, but there is not enough information there for me to take action. If I create a segment, I can also see the information I need, but I have to click into an account to make changes.

I know that the information and data is there, but I have a hard time organizing it.
Totango is helpful if you do not have a system in place, it is a great tool to guide you in how to have a CSM org and what interactions are helpful.

Totango Feature Ratings

Product usage
Help desk / support tickets
NPS surveys
Customer profiles
Automated workflow
Customer health scoring
Customer segmentation
Customer health trends
Not Rated
Engagement analytics
Not Rated
Revenue forecasting
Not Rated
Not Rated
Not Rated
Role-based user permissions
Not Rated
Not Rated
Integration with
Integration with Marketo
Not Rated