Totally into Totango. Coming from a former CRM junkie.
December 02, 2020

Totally into Totango. Coming from a former CRM junkie.

Sarah McElmurray | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Totango

Currently, Totango is being used to manage both the onboarding progress for customers to measure and ensure they see value realization as quickly as possible after purchasing our one or multi year licenses. We also use this to grade the overall health of the customers, manage key contacts, track email communication, and other pertinent information that can be used during renewal and to upsell additional modules (services). Databases are CRUCIAL for managing customers, especially when growing an organization. Though, they greatly rely on the users to use the product in order to get the "most bang for your buck."
  • I like that I can simply forward email communication to Totango and it will log the record automatically. Its particularly nice when I'm busy and dont have the time or energy to log into the system and record my notes. Anything that makes life easier is better. "One less thing" as Forrest Gump says.
  • I like the ability to create custom touch points that can be formatted in a database. I can emphasize important notes by using "bold" and "italics" which is something I've never been able to do in Salesforce, etc.
  • I like seeing the "health grades" score FRONT and CENTER, which makes it easy to quickly identify customers that may need extra attention.
  • I'd like to see an easier way to build personalized custom reports for both individual users and CST teams to really manage your "book of business."
  • I think the "task" functionality is a bit clunky and I'm unsure if I've actually completed a task.
  • I both like and dont like the main dashboard because I often see other activity that doesnt relate to me. However, its nice to see how other team members communicate.
  • Our primary goal is to reduce churn and this helps us to never lose track of a customer who may be in risk.
  • Our second goal is to get our customers through onboarding as quickly as possible, and this helps us to quickly and easily visualize where clients are getting stale.
Ultimately, a product built for customer success is going to be more effective than any "add ones" developed by traditional CRM tools.

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?


I have not run into a need to contact support, so I cant speak directly to the level of personal care or responsiveness.
There is a learning curve with Totango. While the features are there, the usability is a bit clunky. Between "timeline" and "usage" and "plan" and "usage" I'm not always sure where to navigate to get the critical information that I'm looking for. However, once you scroll past the top header, you can easily see a history of email communication in the side bar, which is easy to navigate, unless looking for an old communication. You can really depend on the system to provide quick high level information at a quick glance, but just like all software - this is user dependent to ensure that all future information is logged. Its a fun tool and I have enjoyed working with it. I would never want to go without a CST software, and Totango has been easy and helpful for both me and the entire team (there are 6 on our team).
Being able to create "custom attributes" which are essentially custom fields allows users to really customize what information you capture about your users, which makes it flexible for many different industries, and different types of organizations. Its nice to have a product that is tailored to our role, as often times CST professionals try to "force" traditional CRMs to work for their purposes.

Totango Feature Ratings

Product usage
Help desk / support tickets
Not Rated
NPS surveys
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
Integration with
Integration with Marketo
Not Rated