Item: Totango
Rating: 8
Author: Elliot Goldstein

Use Cases and Deployment Scope

Our Customer Success Team uses Totango for account management. It shows account health and allows our Customer Success and Sales team, (which I'm on) to coordinate on renewals. I'm able to run reports and sync with my CSM to make sure we're identifying accounts in poor health so we can strategize as their annual renewal period comes up.

Pros and Cons

Account Health
Report Building
Customer Success Management

Lacks easy integrations with Salesforce
No customer-facing portal (we use Basecamp to do this)

Ease of Use

It's pretty user-friendly with a clean and visually appealing UI. As a Sales user I find gaps in how my company chose to use Totango and doesn't have it fully integrated to Salesforce so we've got a pretty silo'd approach right now. It's unfortunate that all my notes in Saleforce don't translate over to our CSM automatically without that integration (maybe this can be done by developers I'm not sure). But regardless I log into Tatango to use it to support my CS team with renewals that we're both responsible for.

Return on Investment

Renewal strategy

Alternatives Considered

I wasn't part of the search team, but it sounded like cost and CS-specifics were what drove the decision.

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

Hopped on a Totango adoption call and the CS there was great, very helpful and helped us build unique dashboards. I haven't put in a lot of support tickets myself but they seem very able to help.

Usability

Good UI and intuitive feel.

Likelihood to Recommend

Great for Customer health ratings and report building. If you're trying to create a unified Sales and Customer Management tool I think it's lack of sales focus makes it too specific for just Customer Success and then you're left with a silo'd workflow that I experience being on the sales team. An integrated solution or a single software that tracks a lead to customer lifecycle would be better in my view. Salesforce isn't as well suited for customer success and for cost reasons I believe we chose Totango, but not I'm toggling way too much.

An Account Executive's View of Totango

Overall Satisfaction with Totango