Totango Experience - first 2 years
June 13, 2022

Totango Experience - first 2 years

Matt Portner | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

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
  • Retention rate increased
  • Accounts per CSM increased based on efficiency
  • Implementation time shortened
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?

Yes

Are you happy with Totango's feature set?

No

Did Totango live up to sales and marketing promises?

Yes

Did implementation of Totango go as expected?

No

Would you buy Totango again?

Yes

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.

Totango Feature Ratings

Product usage
8
Help desk / support tickets
8
NPS surveys
8
Customer profiles
7
Automated workflow
6
Internal collaboration
5
Customer health scoring
9
Customer segmentation
9
Customer health trends
8
Engagement analytics
8
Revenue forecasting
Not Rated
Dashboards
6
Role-based user permissions
6
API
8
Integration with Salesforce.com
9
Integration with Marketo
Not Rated