Totango

Totango is an enterprise customer experience software that helps you track the health signals across the entire customer journey. It is designed to complement reactive CRM solutions and sales pipelines with a visual overview across customer engagement hierarchies. The result is a proactive post-acquisition strategy that nurtures a more engaged and loyal customer base.

Features

Early warning systems
Account management
Success plays
Revenue center
Customer success campaigns
Customer segmentation
Activity streams
Conversion streams
Engagement score
Drill down to accounts
Cohort tables
Export
Dynamic filter

Pricing

Pricing varies depending on number of users: Totango Pricing

Free Trial Available

Yes

G2 Score

4.3/5 (out of 514 reviews)

Reviews (Snippets from G2)

Pros

I love how it helps me stay organized and efficient. I use Totango every day to stay on top of Clients and give them the best service.
There are so many features in Totango that can benefit those who work on Customer Success. Personally, as a Data Processing Analyst, things can be cumbersome with reporting.
I like it best is when it makes my work more accessible and hassle-free. I recommend Totango to others so they can have easy access and easy daily life.
Totango has been a godsend in relation to automating our Customer Success Activities! I love the Health Calculation!
A lot of features to go along with and no doubt that many organizations use this as the best customer success tool.
The Custom Segments, where you can filter down clients by specific criteria or conditions, and copy/share or download as a spreadsheet, works particularly well.

Cons

There are a LOT of tools options available, and a significant number I used very rarely (if at all), but had limited options to hide/reorder/remove them.
I really don't love how touchpoints (e.g., calls, meetings) are so hard to see within the Timeline. I can't see immediately beyond the most recent conversation (I have to click in).
I wish the "login screen" for a team were a bit more robust! So that CSM's can see their KPIs more clearly, have a complete overview of their accounts when they log in, see new messages from their customers, and all of their tasks and health scores at once.
Syncing was often inconsistent, and the amount of clicking you have to do pull in data is excessive. Not at all intuitive, and required a lot of trial and error.
I think navigating some of the components is a little difficult.
The product is not very user friendly.