Item: Totango
Rating: 8
Author: Ainslie Spencer

Use Cases and Deployment Scope

Totango is being used by the entire Customer Success function to support our client strategy plays, manage client correspondence, implement renewal success plays and EBR touch points. Pretty much everything associated with my role as a CSD. I use it to add meeting notes and action points, attach relevant documentation and presentations for future reference and define my account strategy.

Pros and Cons

Quick and easy to add email summary and important client correspondence
Building success plays with multiple tasks set for each stage of the process - renewals and EBRs for example
Setting follow up tasks and agreed action items

When you set up a task and then close it once the meeting/call has finished it creates a touchpoint to add your notes meaning the timeline gets clogged up with useless items. The tasks should revert to a touchpoint. This is the same for all of the success plays, its really annoying and means you have to scroll and scroll to see your history.
You can't add internal meeting attendees who don't have a license. This is important so I am able to reference who was at the meeting both internally and from the client.
The Account and business groupings seem overly complex. I would prefer to easily see opportunities etc from directly in the account page.

Return on Investment

I haven't been using it long enough to comment on the ROI

Alternatives Considered

I was not involved in the selection process of Totango and this is the first platform of this type I have used as I previously worked in Sales and we used Salesforce.

Key Insights

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

Likelihood to Recommend

[Totango is] very well suited to all post sales activities. I think it can become a bit admin intensive but I have found how to work most effectively and it suits me. There are sometimes way too many clicks needed to get an action done and again I reference the tasks functionality could be vastly improved especially comparing tasks to Salesforce which are much faster to set up and manage

A feature rich pice of kit enabling detailed organisation, segmentation and information on your customers.

Overall Satisfaction with Totango