Great tool for Customer Success
November 24, 2020

Great tool for Customer Success

Yoann Nadjar | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Totango

It used for all the Customer Success team both in our US and Israeli office.
We use it to manage our customers and keep track of everything in the customer management (calls, tasks, important information).
  • Tasks.
  • Connection with our software to understand the customer activity.
  • Fill easily all main customer information to see an overview of the customer information.
  • A better overview of the tasks/touchpoints history, sometimes can be hard to see.
  • Sometimes the system is slow.
  • A better app user experience to manage easier customers from the app.
I believe this is for us an amazing tool to manage our customers, prevent churns, follow upsell and remind us of tasks. This is also a very powerful tool to be able to see what happens in an account if there is an issue or if we switch account managers, that saves us meeting times where we have to explain customer history. The new account manager can easily see what happened in the past (even if as I said the user experience in the history can be improved).
  • Increasing the lifetime value of existing customer.
  • Better customer retention.
I used Salesforce (for customer management), it was too complicated, too many options so at the end of the day nobody in my company really used it as it should be.

Do you think Totango delivers good value for the price?


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?


The two times I had to use Totango support (minor bugs) they fixed the issue in 12-16 hours which is a little bit long but acceptable.
Very user experienced.
Well suited:
- Daily customer management (tasks).
- Handover of customer to other account manager.
- Understand a customer issue if the account manager left or is OOO .

Less suited:
- Handoff from sales/ customer success - No integration with our Sales/ billing software (Zoho).

Totango Feature Ratings

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