Good for CSM, not great for Account Managers
November 23, 2020

Good for CSM, not great for Account Managers

Anonymous | TrustRadius Reviewer
Score 4 out of 10
Vetted Review
Verified User

Overall Satisfaction with Totango

Used by the sales team to follow customer's journey (on boarding, usage, renewal cycle).
Used to automate messages to the customer during this timeline.
  • 360 view of the customer.
  • Nice UI.
  • Good for strategic thinking of the accounts.
  • Good for automated messages.
  • Not made to manage your pipe of renewals effectively.
  • Not suitable for task management (can be overwhelming because of lack of automation to automatically delete tasks based on criteria).
  • Not good to send emails directly within Totango.
  • Email assignment to each account not intuitive (would need an integration with Gmail).
  • Lack of value compared to Salesforce.
  • This will help identifying quiet customers that are not happy or not using the solution.
  • If the CSM and Sales Team are the same, it will add another tool to maintain for the sales team (loss of time).
  • Outreach
As a sales rep, I found more value with Outreach (sending email from the tool, creating a sequence for myself, easier task management, a better view of the level of engagement at an account level) because the tool was more useful to me as a sales rep, I was naturally logging in the tool every day. I don't think Totango has more features than Outreach.

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?

I wasn't involved with the implementation phase

Would you buy Totango again?


As a user, I never had any involvement with support.
Nice UI.
Totango is good for segmentation of customers, identifying customers that need attention. Strategic thinking about the accounts and a high-level views of where the customer is in its customer journey. It's good to automate emails based on customer journey.

Totango is not suited for sales team, managing pipe, task management, sending direct email to customers within Totango, internal discussion on the account.

Totango Feature Ratings

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