Totango Reviews & Product Details

My favorite thing is how aesthetically appealing the platform is, especially compared to staring at spreadsheets. I love being able to see all of my customers and their data, sort and filter everything easily, and then take screenshots of what I’m looking at to drop into a deck. It’s nice knowing it will look so much better than if it were just plain text. Review collected by and hosted on G2.com.

Sometimes I’m a bit confused about the integration between Tango and Salesforce. It can take a little time for something I update in Tango to show up in Salesforce, and vice versa, but it’s not that big of a deal. Review collected by and hosted on G2.com.

I like Totango's interface and the weighted customer health, which is a great component. The automation of workflows is also a great plus if set up correctly, as it takes off the need for our CSMs to remember each task they have to do with every single client. The initial setup was very pleasant and I enjoyed it very much. Review collected by and hosted on G2.com.

The business model we have was very complex for Totango, I think it's more built for SaaS companies. Because we have different or multiple products, it was hard to visualize all of them in a way that would be easy to read. Instead, it would require clicking too many places to get to where you wanted to go. We tried using it with Looker but it didn't work out. Review collected by and hosted on G2.com.

I like to be able to view customer usage data in one place, by account, and the ability to filter on different variables. Review collected by and hosted on G2.com.

Like many CMS tools, customer success tools, marketing tools, etc., the usefulness of the tool depends on your ability to pass it accurate or custom data. I can take some time with Totango to configure it out of the box to make it customized to your team and customers. Review collected by and hosted on G2.com.

Logging weekly touchpoints, keeping track on renewal dates and logging risk. Review collected by and hosted on G2.com.

We are seeing challenges with linking usage data to Totango, and though this could be to reasons on our side, it still seems like there is lack of either app support or team support to help us getting all the usage data on platform. Sometimes a little bit buggy. Review collected by and hosted on G2.com.

What I like best about Totango is its clear, actionable customer health insights and the ability to set up automated success plays based on real-time usage and engagement data. It helps prioritize outreach by highlighting accounts at risk or ready for expansion, and its segmentation and task management features make it easy to coordinate follow-ups. The interface is also intuitive, which speeds up adoption across teams. Review collected by and hosted on G2.com.

One limitation I’ve noticed with Totango is that while it offers robust insights and automation, custom reporting and data visualization can feel a bit restrictive compared to more advanced BI tools. At times, integrating data from multiple sources also requires additional steps, which can slow down analysis. That said, these areas are continually improving with product updates. Review collected by and hosted on G2.com.

User-Friendly Interface: Clean design and intuitive navigation.

Custom Segmentation: Enables targeted engagement strategies. Review collected by and hosted on G2.com.

Limited Customer Journey/Project Management: Totango lacks robust tools for managing customer journeys as structured projects. While it offers milestones and tasks, they are not sufficient for tracking complex onboarding or success plans. This limitation makes it difficult to manage multi-phase initiatives or collaborate across teams.

Weak Integration with Project Management Tools: Integration with platforms like Asana, Jira, or Monday.com is either limited or unreliable, which hinders cross-functional workflows.

Account Hierarchy Constraints: Not ideal for organizations with complex account structures.

Reporting Limitations: Some users find the reporting features rigid or lacking depth.

Learning Curve: Initial setup and customization can be challenging. Review collected by and hosted on G2.com.

I like that my company can integrate all sorts of data into Totango, and use it for creating targeted email campaigns with near-infinite flexibility. This is a blessing and a curse. On the one hand the data piece is a Swiss army knife, and only limited by our data sources and imagination. On the other hand, it can get awfully complex very quickly. Review collected by and hosted on G2.com.

I would dearly love a table component in the text editor when designing a campaign. The current restriction of only three cells wide has caused me difficulty when formatting a particularly information-dense campaign.

Also, I can't seem to get imported, dynamic data into an email campaign (I think it's called an action card?) in anything other than a very large font.

It would also be very helpful to have data fields with multiple values. For example, my company sells one of our products in clusters. Some customers have more than one cluster. In Totango, we're limited to a single value in a field, when it would be great to be able to have a field like "cluster name" with values of "cluster1, cluster2, cluster3", and be able to parse those multi-values out. Review collected by and hosted on G2.com.

I really appreciate how organized Totango is and the ability to set my own tasks while being reminded by others. The functionality for task setting and reminders makes managing responsibilities smoother. The tracking feature, in general, is incredibly effective, simplifying the monitoring of key activities and communication. This organization and ease of tracking are immensely helpful for managing customer success tasks efficiently. Review collected by and hosted on G2.com.

I find Totango sometimes incoherent, as there are fields that appear in certain filters or pages but not in the main account overview. This inconsistency means I have to manually search for and update information like renewal updates or risk updates, which do not appear automatically on the account page. Consequently, I have to remember to manually update these on multiple fronts, which is inefficient. Review collected by and hosted on G2.com.

- I love that I can see my customer's health. I know which customers I need to spend more time with vs those who are in good condition.

- I like that I can easily see revenue tied to each customer and if its gone up or down. Review collected by and hosted on G2.com.

- Unlike a normal CRM, I find it difficult to track my touchpoints across all my accounts, I'd love if there were stages I could put my customers into so I can easily see when I last reached out

- I wish there was an easier way to log touchpoints from my emails. I find that if I email someone who isn't the main person on my customer profile, the email doesn't log :( Review collected by and hosted on G2.com.

I really like how seamlessly Totango integrates with Salesforce. Whenever you make an update in Salesforce, it automatically reflects in Totango, which I find incredibly convenient. I'm also a big fan of how user-friendly Totango is—since we rely on it throughout the day, its ease of use truly makes a difference. Compared to other customer success platforms I've tried, none have matched Totango's simplicity. Review collected by and hosted on G2.com.

If I were to offer any criticism of Totango, it would be that, despite its user-friendly design, navigation can occasionally be a bit confusing. Fortunately, these moments are typically resolved within seconds, and once you get past them, they rarely become an issue again. Still, if I had to mention something, that would be my only complaint. Review collected by and hosted on G2.com.