Totango for a small and nimble Customer Success team
December 02, 2020

Totango for a small and nimble Customer Success team

Dan Gould | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

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?


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?


New features are continually released and the help articles are extensive.

The few times I've had bugs/errors and contacted customer support, it has required some escalation and delay for fairly low level problems.
Generally fairly user friendly and unbelievably customizable. The customization can sometimes be a hinderance as I feel we've spent a ton of staff time configuring the product.
Well suited for:
  • Consistent onboarding for customers.
  • Focus on activities to generate retention.
  • Automating customer journeys and volume marketing.
  • NPS and customer satisfaction metrics.

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