Overall Satisfaction with Totango
Totango is used by our Customer Success team, with a few other departments having access, but not using it day-to-day. Customer Success managers utilize Totango daily to keep track of customer usage, tasks, revenue, and overall management. Totango enables us to utilize proactive account management and use a volume approach for our small team to work across a growing list of accounts.
- Customize segments of your customer base with just a few clicks. The segments feature is incredibly useful for myriad views of your customer actions, customer health, as well as team and individual actions.
- Create and run customer journeys. Program customer success actions based on customer behavior (action or inaction) almost limitlessly.
- Totango constantly updates their UI. With almost weekly enhancements, there are always new features to make the software easier to use.
- Outlook/email client plug-in. Though you can bcc totango to create touchpoints from email, an actual plug-in would be a huge enhancement.
- Totango recently updated their dashboard previews, but having more customer insights and actions available from a holistic dashboard view would be helpful.
- To-dos are sometimes buried and hard to change/navigate. Though there is a view on the "agenda" of the dashboard, it's somewhat clunkly and often requires going a level deeper into accounts to modify.
- Increase customer retention and overall coverage.
- Identifying upsell opportunities.
- Adding value to customer base through volume instead of 1:1 touch.
Do you think Totango delivers good value for the price?
Not sure
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