Great Customer Success Usability, Long Onboarding Process
Updated December 02, 2020

Great Customer Success Usability, Long Onboarding Process

Maria Pelles | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Totango

We initially purchased Totango to help our Customer Success team track and manage customer adoption and health scores. It took us about a year to fully build the integration to our internal data sources (Salesforce, Mixpanel, etc.). After a very long onboarding, we slowly started to see the results of our efforts. We've created health scores to monitor product usage, we now have Customer Success Dashboards, reports and segments, we use Totango to assign and manage tasks for our team, we automate customer messaging depending on their lifecycle status, we use it to push updates into Salesforce which keeps CS connected to sales, we use TT to share meeting and account notes internally, and we continue to build out more use cases.
  • Managing account information
  • Account dashboards.
  • Customer lifecycle management.
  • Naming conventions confusing.
  • Time to onboard - managing integrations.
  • Reporting could be organized more intuitively.
  • Helped us to monitor churn risks.

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?


Would you buy Totango again?


Responsive, helpful.
I wish there was more data but the system itself is user friendly.
TT is well suited for tracking account information for CS teams.

TT is less suited for sales teams to track account information.

Totango Feature Ratings

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