Overall Satisfaction with Totango
Totango is primarily being used by Enterprise and SMB CSMs and managers. We have a number of account execs also using Zoe licenses for visibility. The primary goal is to get a 360 view of the client experience along the journey and proscribe key engagements based on lifecycle and current status.
- Weighted 360 Health Score Customization
- Campaigns and tracking
- Filtering for segments and reporting
- Reporting and Automation
- Outlook Integration
- Survey follow-up questions and closed feedback loop for tracking
We have gained efficiency, visibility, and a platform for keeping client onboarding projects as well as ongoing management on track. Additionally, we have narrowed the focus to key variables that affect the client experience and outcomes to add value to the client and efficiency/focus for the CSM.
- Retention rate increased
- Accounts per CSM increased based on efficiency
- Implementation time shortened
Based on feedback from our IT team, SSO capability, OKTA compatibility, SF, and other systems integration. We also had two occasions where we needed to highlight data security for clients and were able to provide insight based on Totango privacy.
Shifted to more of a Voice of Customer product development process as well as prioritization of defects and bugs based on health score, revenue, subscriptions, and the volume of affected clients, subs, and users.
Totango was a good fit and middle ground between Gainsight which was overwhelming for our needs and ChurnZero which at the time was not as mature as it is today. Simple to use straightforward interface which is also flexible and customizable. The Totango product team has been great about acting on feedback and customization requests as well.
Do you think Totango delivers good value for the price?
Are you happy with Totango's feature set?
Did Totango live up to sales and marketing promises?
Did implementation of Totango go as expected?
Would you buy Totango again?
Totango is best suited for SMB and mid-market-sized clients with automated tech touch and triggered campaigns. It is less suitable for larger more complex clients, projects, and cross-functional engagement. Totango is also great for managing overall health, but less impactful for our organization for upselling and renewals.