Item: Totango
Rating: 6
Author: Verified User

Use Cases and Deployment Scope

We use it to keep track of direct Customer Success interactions and touchpoints with the customer, in the hope that the health scoring gives us an accurate indication.

Pros and Cons

Integrates with key systems
certain automations
Provides an idea of how a customer may be leaning with regards to the product and/or company

use some AI or some kind of intelligence to add to health scoring
keep track of all my emails with customers (this was never setup)
As a sales-oriented CSM, I find that I cannot "live in Totango" entirely, I need to share my time equally with SFDC. So, at the end of the day, is it improving my work/life? Still on the fence...

Totango has definitely allowed our team to keep track of which accounts need a touchpoint, and which haven't received any recently. This allows us to always "stay green" with our customers. That said, there's a lot of manual work that needs to be done regularly to keep the customer/company profile up-to-date, and while I use so many complementary systems, I cannot spend so much time in TT. If you automatically pulled in my calls from Gong and added them as touchpoints for me, that would be something!

Return on Investment

having more, regular calls with customers
better communication, as it allows us to create email campaigns
better and closer relationship building with lower tier customers

Secure Platform

As a customer of a cyber-security company, knowing that the security is up to standards is quite important for us.

Goals-Centered Customer Success

We have regular calls with our TT CSM to help add more fields that would improve our health metric calculation. As of now, we have quite a few fields and settings that provide us with reliable health scoring. This can obviously be improved and possibly make our lives easier with AI and better automation, but "Rome wasn't built in a day" either.

Alternatives Considered

I don't make the purchasing decisions, and I don't know which other companies were in the running, but as far as the expectation of what we had anticipated TT doing for us, and what we see in our day-to-day, I think it answers the biggest questions we had which were - "how do we know the health or likelihood to renew of any given customer?" Totango definitely answers that question (as long as you put in the hard work during setup).

Key Insights

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?

I wasn't involved with the selection/purchase process

Did implementation of Totango go as expected?

Yes

Would you buy Totango again?

Yes

Other Software Used

Gong, Hibob, Salesforce Commerce Cloud

Likelihood to Recommend

I would say that Totango is a great customer success tool that will allow you to monitor the health of your customers, as long as you have the time to keep it updated manually. I do sales as part of my CSM role, and that means at least half of my time is spent on SFDC. I know TT isn't a replacement for a CRM, but at the moment, I find that the week after a meeting I update TT because I realize I forgot. It just hasn't become a regular part of the CSM flow because it's manual and there's so much to keep track of. On the flip side, when I do remember to open a TouchPoint as I start a call, I find that it makes my life so much easier because the recap email is mostly done since I will keep better notes and action items directly in the TP.

It's Good, but more automation please!

Overall Satisfaction with Totango