Totango: A Great Tool for Client Segmentation at Scale!
August 20, 2021

Totango: A Great Tool for Client Segmentation at Scale!

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

Overall Satisfaction with Totango

The client services team within our business unit uses Totango primarily for three things: to help monitor our client's activity and engagement metrics on our platform. Using those metrics, we've been able to create automated campaigns/client touchpoints, reducing the amount of repetitive manual work our team has to do. We also use Totango for marketing efforts, sending campaigns to announce new features/updates to our clients, oftentimes sending announcements only to the segments of clients the update pertains to - Totango makes this so easy to do! To conduct NPS surveys quarterly - this feature provides another way we can keep a pulse on our client's sentiment and get feedback from them in an easy, scalable way. We often see the clients, who haven't been receptive to other forms of asking for feedback, submit it here as it's quick/easy for them to do and they are able to provide the feedback to us in an indirect way.
  • It does NPS surveys well.
  • It does segmented campaigns well as the different activity/engagement filters you can apply to a campaign make it easy to target specific groups in a scaleable way!
  • It provides the ability to store the history of client touchpoints in one place making internal account management transitions much easier.
  • I would like to see improved engagement metrics as the few timeframe options provided can be limiting and don't always match up with our client lifecycle.
  • I would like to see improved health scores. I would love to see the option to have set some requirements/metrics as "or" options for "good" health. Currently, you can only make them "and" options, which can be very limiting. For example, we'd like to be able to say clients that meet X and Y OR X and Z engagement metrics are in good health.
Campaigns are very user-friendly. Our entire team is able to setup and send campaigns on their own. Logging touchpoints via the BCC option allows us to easily keep a history of the account's interactions with our team or their sales director in one place. Segments with triggers let us know when a client enters or exits it and these alert us to when a client may need some extra attention and/or when we should reach out to "celebrate" a client's achievement/goal being met.
  • Ability to collect client feedback in a new way via NPS
  • Easily announce updates and new features to clients
  • Client activity segments with triggers to let us know that account needs attention
Yes, it allows us to easily create segments based on different client activity and engagement metrics. These segments are paired with email triggers that go to the CSM and sales director on that account, which let us know the client needs attention at that time. This is such a huge timesaver and allows us to manage clients more efficiently.
  • Streak
We use both tools for managing different parts of the client lifecycle.

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?

I wasn't involved with the selection/purchase process

Did implementation of Totango go as expected?


Would you buy Totango again?


Zapier, Calendly, ClearSlide, Trakstar Learn (formerly Mindflash)
Some scenarios where Totango is well suited for our team are: Client segmentation for managing at scale Client Marketing, both segmented and broad announcements, and Client Feedback via NPS survey and in-email surveys. Some scenarios where Totango is less appropriate are: Monitoring certain types of client activity and engagement metrics as there are very few time frames options to select for engagement that do not match up to our client lifecycle.

Totango Feature Ratings

Product usage
Help desk / support tickets
Not Rated
NPS surveys
Customer profiles
Automated workflow
Internal collaboration
Customer health scoring
Customer segmentation
Customer health trends
Not Rated
Engagement analytics
Revenue forecasting
Not Rated
Not Rated
Not Rated
Role-based user permissions
Not Rated
Not Rated
Integration with
Integration with Marketo
Not Rated

Using Totango

Sales and CSM
2 - We have unofficial in-house support through our marketing director and marketing manager. We designated them as the go-to person for this particular tool, so they were tasked with learning the ins and outs of it to be able to help support other team members as needed.
  • Managing clients at scale
  • Collecting client feedback via NPS
  • Automated campaigns based on activity/engagement metrics
  • Adding feedback survey directly to a campaign
  • Engagement-based campaigns with more advanced segmentations
At least one person on our team is using Totango daily and we know the platform pretty well by now, so switching to another would be a hassle and involve a good amount of time investment.

Evaluating Totango and Competitors

  • Product Features
  • Product Usability
I was not involved with the initial purchase of Totango, but when we evaluate whether to keep it each year features and usability are two areas that help our team justify the spend.
We wouldn't change anything.

Using Totango

Like to use
Easy to use
Technical support not required
Well integrated
Quick to learn
Lots to learn
  • Campaigns
  • Logging touchpoints
  • NPS survey
  • Adding/removing tags on accounts
  • Getting logged out all the time