Great tool for CSM's globally
December 15, 2020
Great tool for CSM's globally
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Totango
Totango is used by our Customer Success Team globally and some of our Account Managers have access to this tool to view CSM's notes. The tool is imperative to the Customer Success role in identifying daily tasks for each CSM's 200+ customers. Beyond helping manage CSM's daily tasks it's also really beneficial in helping prioritize accounts based on factors like Health, Usage, ARR, and other attributes.
The SuccessPlay feature helps create automated tasks based on factors and it's been really convenient to be able to create segments quickly to filter down to specific sets of customers. The Health feature within Totango helps us create an overall picture of which of our customers are doing well and which ones need more attention. I love that we can define for ourselves what that good health looks like.
The SuccessPlay feature helps create automated tasks based on factors and it's been really convenient to be able to create segments quickly to filter down to specific sets of customers. The Health feature within Totango helps us create an overall picture of which of our customers are doing well and which ones need more attention. I love that we can define for ourselves what that good health looks like.
- Easy for simple non technical users to use.
- Quick support replies.
- Easy to create custom dashboards IE SuccessBlocs for your KPI's.
- They are constantly adapting to user feedback.
- Frequent outages.
- Integrations are lacking - would love for them to work with email providers like Outlook.
- Integrate better with video channels like Zoom Gong, etc.
- Better customer retention.
- Opportunity to engage customers quicker (when they fall into poor health).
- Better insights on customer trends.
- Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM)
Totango is definitely focused more on the CSM role, which is very helpful in keeping track of key metrics. I previously used Microsoft Dynamics CRM (now 365) which was more sales focused. Totango helps me visualize the data on my accounts and helps me take action sooner than I would be able to if we just had a CRM system in place.
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?
Yes
Did implementation of Totango go as expected?
I wasn't involved with the implementation phase
Would you buy Totango again?
Yes