Robust System for Customer Success Teams
August 17, 2021
Robust System for Customer Success Teams
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Totango
As a SaaS software provider, Totango plays a key role in helping our customer success team monitor the health of customers and their usage of our application. The data we collect is pivotal to a variety of internal processes, including forecasting renewals, understanding feature adoption, roadmap prioritization, and ongoing customer communication.
- Customer health scoring and monitoring
- Renewal forecasting
- Customer success process/task management.]
- Automation functionality can be overly complex, not intuitive.
- Some of our unique reporting requirements require us to reach out to their support staff.
- It's best suited for large software companies with big customer success teams.
I haven't used other platforms in this category, so I don't really have a frame of reference on Totango's user-friendliness compared to their competition. However, when generally compared to modern SaaS platforms, I would not give Totango high marks in the user-friendliness category. In my opinion, there is definitely a learning curve, and training is highly recommended.
- It has improved the ability of our team to be proactive when customer health starts to decline.
- It helps us identify upsell/upgrade opportunities.
- It makes our renewals forecasting much more accurate.
Customer retention has historically been a challenge in our software category and we've relied heavily on Totango to help us make steady improvements YOY.
Do you think Totango delivers good value for the price?
Yes
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?
Yes
Would you buy Totango again?
Yes