An Account Executive's View of Totango
November 22, 2020

An Account Executive's View of Totango

Elliot Goldstein | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Totango

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

  • Account Health
  • Report Building
  • Customer Success Management

Cons

  • Lacks easy integrations with Salesforce
  • No customer-facing portal (we use Basecamp to do this)
  • Renewal strategy
I wasn't part of the search team, but it sounded like cost and CS-specifics were what drove the decision.

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

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.
Good UI and intuitive feel.
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.

Totango Feature Ratings

8.0
Product usage
8
Help desk / support tickets
8
8.0
NPS surveys
Not Rated
Customer profiles
8
Automated workflow
Not Rated
Internal collaboration
Not Rated
Customer health scoring
Not Rated
Customer segmentation
Not Rated
8.8
Customer health trends
10
Engagement analytics
10
Revenue forecasting
7
Dashboards
8
Not Rated
Role-based user permissions
Not Rated
Not Rated
API
Not Rated
Integration with Salesforce.com
Not Rated
Integration with Marketo
Not Rated

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