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.
- Account Health
- Report Building
- Customer Success Management
- Lacks easy integrations with Salesforce
- No customer-facing portal (we use Basecamp to do this)
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.
- 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