--- title: Totango Reviews meta_title: 'Totango Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 1150 reviews by the users' company size, role or industry to find out how Totango works for a business like yours. aggregate_rating: rating_value: 4.3 review_count: 1150 scale: '5' date_modified: '2026-08-09' parent_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- # Totango Reviews **Vendor:** Totango **Category:** [Customer Success Software](https://www.g2.com/categories/customer-success) **Average Rating:** 4.3/5.0 **Total Reviews:** 1,150 ## About Totango Totango is a Customer Growth platform for driving customer value and revenue at scale, combining scalable customer management, predictive revenue intelligence, and a strategic, value-based post-sales methodology to transform how companies prove customer ROI, drive retention, and earn expansion. The Customer Growth Platform includes Totango Customer Success and Unison Customer Intelligence. Each of these solutions plays a distinct role in the Customer-Led Growth through value realization methodology. Totango Customer Success focuses on tracking customer health and engagement, enabling teams to proactively address potential issues and foster long-term relationships. Unison Customer Intelligence aggregates data from multiple sources, offering insights that help organizations understand customer behavior and preferences. Totango's target audience and target buyers include mid-sized to large enterprises across various industries that prioritize customer retention, renewals, and expansion and that generally rely on subscription-based models, where maintaining customer loyalty is critical to their revenue growth. Key features of Totango include customizable dashboards, real-time analytics, and automated workflows. These tools enable users to visualize customer data effectively, monitor key performance indicators, and automate routine tasks, thereby enhancing efficiency. The platform also supports collaboration among teams, allowing for seamless communication and alignment on customer goals. By providing actionable insights, Totango empowers organizations to refine their revenue strategies and make informed decisions that drive growth. Overall, Totango stands out as a leader in the Customer Success category by offering a holistic approach to managing customer relationships. Its integration of various tools and functionalities allows enterprises to gain a deeper understanding of their customers, ultimately leading to improved satisfaction and loyalty. By investing in Totango, organizations can position themselves for long-term success in an increasingly competitive landscape. ## Totango Pros & Cons **What users like:** - Users find Totango's interface **easy to use and set up** , enhancing their ability to track accounts efficiently. (202 reviews) - Users value the **excellent customer support** from Totango, enhancing their management experience with valuable insights. (98 reviews) - Users appreciate the **functionality** of Totango, enabling seamless tracking, campaign setup, and reporting in one application. (98 reviews) - Users appreciate the **customization options** in Totango, enhancing their ability to track metrics and engage customers effectively. (97 reviews) - Users value the **efficiency** of Totango, enhancing productivity with seamless integrations and streamlined workflows for customer management. (94 reviews) - Users find Totango's **intuitive interface** essential for efficient account management and streamlined workflows, enhancing productivity daily. (83 reviews) - Automation (79 reviews) - User Interface (78 reviews) - Integrations (75 reviews) - Health Monitoring (71 reviews) **What users dislike:** - Users find the **steep learning curve** challenging due to overwhelming data and a lack of educational resources. (83 reviews) - Users find **integration issues** with Totango challenging, as they can be manual and difficult to maintain. (65 reviews) - Users find the **missing features** in Totango frustrating, particularly for managing complex business models and drafts. (57 reviews) - Users find **limited customization** in Totango, making it challenging to tailor the experience without technical assistance. (49 reviews) - Users find the **steep learning curve** challenging, struggling with collaboration and functionality in Totango's interface. (49 reviews) - Users find Totango has **significant limitations** such as poor email logging, character restrictions, and inadequate support. (45 reviews) - Complexity (38 reviews) - Slow Performance (37 reviews) - Difficult Reporting (35 reviews) - Not Intuitive (35 reviews) ## Totango Reviews ### 1. Great for Customer Success Metrics, But Not for Complex Business Models **Rating:** 3.5/5.0 stars **Reviewed by:** Paz O. | Customer Success Lead, Operations, Mid-Market (51-1000 emp.) **Reviewed Date:** November 10, 2022 **What do you like best about Totango?** 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. **What do you dislike about Totango?** 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. **What problems is Totango solving and how is that benefiting you?** I used Totango for customer follow-ups, understanding customer health, and getting a customer overview. It helped the team track Customer Success performance and KPIs, automate workflows, and predict account renewals, reducing the mental load on CSMs. **Official Response from Megan Hales:** > Paz, Thank you for taking the time to submit your review of the Totango platform. We are delighted to see that you are capitalizing on the granular data, and the 360 account views the platform brings to your finger tips! Also love to see that Totango has allowed you and your team to move from multiple tools to one! This is a big win for efficiency and accuracy! In regards to the feedback about the campaigns, you raise some good points and would love for you to submit them vis product feedback, if you haven't already. I also want to share some information about campaigns that may be helpful to you and your team. 1) You can have the campaign sent to one individual. You would need to update the target criteria to say only target X. At this time it is not designed as a one off use case. 2) You are correct, we do not have a campaign template library. However, touchpoint templates are in the works! 3) Versioning is not kept at this point but a great suggestion! ### 2. Risk evaluation and health scoring **Rating:** 4.0/5.0 stars **Reviewed by:** Dragomir L. | Manager, Customer Success EMEA, Enterprise (> 1000 emp.) **Reviewed Date:** April 04, 2024 **What do you like best about Totango?** Currently there are incorporating a lot of artificial intelligence for data analysis across the entire client portfolio and so far as being pioneers looks good and promising. Saves us a lot of manual work evaluating risk **What do you dislike about Totango?** Their pricing model has a lot of add-ons and extra cost which may come later on with the utilisation **What problems is Totango solving and how is that benefiting you?** Helps us identify client health and potential risk ### 3. Practical Customer Success Tool **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** October 09, 2025 **What do you like best about Totango?** I like to be able to view customer usage data in one place, by account, and the ability to filter on different variables. **What do you dislike about Totango?** 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. **What problems is Totango solving and how is that benefiting you?** Easy to identify top users of the platform in terms of frequency and recency. Easy to identify at-risk customers coming up to renewal ### 4. Great for Touchpoints and Renewal Tracking, challenging to utilize the entire platform. **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** April 17, 2026 **What do you like best about Totango?** Logging weekly touchpoints, keeping track on renewal dates and logging risk. **What do you dislike about Totango?** 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. **What problems is Totango solving and how is that benefiting you?** Keeping track on portfolio, renewal dates etc. Centralizing all customer info in one place, which helps for handovers and absence backup. Also helping me as a team lead to see how active my team is with each customer. ### 5. Somewhat experienced user, still mostly good stuff **Rating:** 4.0/5.0 stars **Reviewed by:** Greg W. | Senior Customer Success Manager, Enterprise (> 1000 emp.) **Reviewed Date:** August 05, 2025 **What do you like best about Totango?** 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. **What do you dislike about Totango?** 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. **What problems is Totango solving and how is that benefiting you?** Totango solves the problem of how we can reach our downmarket accounts at scale. With thousands of accounts, we simply don't have enough people to handle Customer Success activities without resorting to a tool like Totango. ### 6. Organized Tracking with Some Details to Tweak **Rating:** 3.5/5.0 stars **Reviewed by:** Crow S. | CSM, Mid-Market (51-1000 emp.) **Reviewed Date:** November 24, 2025 **What do you like best about Totango?** 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. **What do you dislike about Totango?** 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. **What problems is Totango solving and how is that benefiting you?** I use Totango for tracking and documentation in customer success management. It allows me to set tasks and receive reminders, keeping things organized. ### 7. Great tool with an active team. **Rating:** 4.0/5.0 stars **Reviewed by:** Renske v. | Technical Consultant, Mid-Market (51-1000 emp.) **Reviewed Date:** June 20, 2024 **What do you like best about Totango?** The Totango Team is very involved with the process, when running into issues they are more then willing to help resolve it anyway they can. The tool itself is not perfect, but all the issues I've run into are resolved or on the roadmap to be improved. I think it's a great tool that's constantly being improved. In general it's easy to use and gives a good overview of your customers and the Tasks for your CSM's. **What do you dislike about Totango?** For a lot of things you need to have Totango support help you, as and admin you can do a lot yourself but if issues get a little more complicated you have no permissions to fix anything. In general the tool does require a bit of work. There is a pretty steep learning curve for the front end (building the SuccesBlocs) and the backend (Setting up fields/integrations). In general the tool is not as intuitive as I would like it to be. I think there could be some major updates on making things easier for users. **What problems is Totango solving and how is that benefiting you?** It gives an easy overview of all products that the customer has. This makes it easier to upsell/cross sell or to help with onboarding multiple products at once. On no other platform we have an overview of a customer + all products and their usage. Totango maks it easy to give step by step instructions on how to go through the whole process with the success plays. It's the leading rope for our CSM on how to do their work or what they need to focus on. We have a lot of different products so Totango gives a nice and easy overview on how to onboard each product and what to look out for with each product. ### 8. Useful Tool for Customer Success but Has Steep Learning Curve **Rating:** 3.5/5.0 stars **Reviewed by:** Troy K. | Project Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** March 04, 2021 **What do you like best about Totango?** Totango has allowed our CS team to streamline and automate many of our processes that used to be manual. Our CSM was friendly, supportive, and knowledgeable. Their support team has responded quickly and helped address my concerns. I find the user interface intuitive and modern. I recommend that you begin with the basics and iterate. There are a lot of options and a lot of functionality which can get overwhelming if you try tacking it all at once. **What do you dislike about Totango?** Totango has potential, but there are some aspects that can be frustrating for users. One of the major drawbacks is that the platform can be difficult to master without a dedicated technical administrator—many of its more powerful features require configuration knowledge that isn’t always intuitive. I’ve personally run into problems with email communications, such as when a contact was removed after an email send, and the intended recipient never received the message. While these issues were eventually resolved by Totango’s support team, it was still a frustrating experience and required external assistance to fix. The platform’s interface, although feature-rich, sometimes lacks clarity, making it harder for new users to navigate and troubleshoot on their own. Documentation also tends to be dense and not always actionable. Additionally, automations and customer journeys can be powerful but are often prone to unexpected behaviors if not precisely set up. Overall, Totango has potential, but the learning curve and occasional reliability issues can be a significant hurdle for teams without dedicated support. **Recommendations to others considering Totango:** Totango is an excellent platform. I really like the minimal aesthetic of the UI and find it intuitive and easy to navigate. **What problems is Totango solving and how is that benefiting you?** Before using Totango, many of our processes required manual touchpoints, manual goal setting/tracking, and manual reporting. Most of these tasks have been automated—or at least we have the option of automating them. **Official Response from Lorena Fikes:** > Thanks for the awesome review! We are excited that you are getting value and that it is not only helping to automate your workload but that you are finding it intuitive to use. We work hard to meet expectations like yours, and we're happy to hear we are doing just that for you. Cheers! Lorena ### 9. Overall a good experience **Rating:** 4.0/5.0 stars **Reviewed by:** Nick C. | Key Customer Relationship Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** February 18, 2025 **What do you like best about Totango?** It gives a user friendly way to track many metrics for accounts. **What do you dislike about Totango?** I think the email integration can be improved, but is still sufficient **What problems is Totango solving and how is that benefiting you?** It helps centralize data that would normally be in other places ### 10. Great Tool for Customer Success Teams! **Rating:** 4.0/5.0 stars **Reviewed by:** Larijohn A. | Service Delivery Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** August 07, 2025 **What do you like best about Totango?** Totango works really well for our team! It gives us clear visibility into how customers are using our product and helps us track interactions and performance. We can easily spot when a customer might be at risk and take action quickly. It also helps us scale our efforts and stay aligned with customer needs. Overall, a solid and helpful platform! **What do you dislike about Totango?** Some parts of the platform can take time to learn, but once you’re up to speed, it’s a very effective tool for customer success teams. **What problems is Totango solving and how is that benefiting you?** Totango helps us understand how customers are using our product, track engagement, and identify accounts that may be at risk. It also enables us to scale our customer success efforts with clear visibility into key metrics. As a result, we’re able to prioritize outreach, improve retention, and deliver more proactive support. ### 11. Great Interface and Features, But Slow Support and Persistent Bugs **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Small-Business (50 or fewer emp.) **Reviewed Date:** October 28, 2025 **What do you like best about Totango?** Totango has a great user interface and capabilities. Some AI capabilities are missing for advanced analysis and automation, but perhaps they will be implemented in time. **What do you dislike about Totango?** Many bugs. When a bug occurs or you need the support team's help, it can take days for them to reply, and most of the time, the issue is not resolved with the first response (not referring to bugs). For bugs. It takes at least a few weeks until they are able to resolve an issue with many back-and-forths. They reply so slowly. And many times, they do not understand the problems you are describing. You have to explain things as if you were talking to an AI. I also work in customer support. This type of service is way below our standards and the lowest I've seen from all of the tools/services we use. **What problems is Totango solving and how is that benefiting you?** Customer journey. Customer Success CRM. Health profile. Customer data. ### 12. A lot of Possibility **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Commercial Real Estate | Small-Business (50 or fewer emp.) **Reviewed Date:** August 07, 2025 **What do you like best about Totango?** Totango is a multi-faceted, complex product with many functionalities. I appreciate that I can leverage Totango for many reasons: client communications, data tracking, CSM team monitoring, and other key activities. We've already moved a few of our processes from spreadsheets to Totango. **What do you dislike about Totango?** Totango is an intricate product that is highly customizable, so it just takes time to learn the features. I have had a great experience with our Account Director (Sales) and our Implementation lead - both of whom have been patient and are very knowledgable. Note, too, that if your business data is "messy," your data in Totango will also be messy. We have had to do a thorough data scrubbing exercise in order to take advantage of some of the key features in Totango, and we're not quite there yet. **What problems is Totango solving and how is that benefiting you?** We used to have several processes in Spreadsheets and other systems. Totango streamlines that for the CSM team and is becoming a true "one stop shop." ### 13. Scales Customer Onboarding Communications, But Comes with a Learning Curve **Rating:** 3.5/5.0 stars **Reviewed by:** Lena J. | Customer Onboarding Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** May 20, 2025 **What do you like best about Totango?** As a Customer Onboarding Manager, Totango has become an essential part of my daily workflow. It allows me to automate and scale onboarding communications without losing the personal touch. The ability to set up SuccessPlays and use SuccessBLOCs has made it much easier to guide customers through a consistent onboarding journey, with built-in triggers and alerts keeping things on track. I especially appreciate how I can segment customers by onboarding stage and send tailored messages or assign tasks across our team accordingly. **What do you dislike about Totango?** Totango’s interface isn't always the most intuitive—especially when it comes to building out custom reports or dashboards. The logic can feel clunky, and it often takes quite a bit of trial and error to get things just right. If you're looking to go beyond the basics, you really need to dedicate time to learning the platform. There's a bit of a learning curve, and onboarding new team members into the tool has required more training than expected. **What problems is Totango solving and how is that benefiting you?** Totango helps me scale onboarding efforts across a growing customer base, without needing to manually manage every interaction. Automated task assignments, email campaigns, and milestone tracking have reduced time spent on routine communication, while ensuring customers stay engaged and informed. This means I can focus more on high-impact accounts and continuous improvements to the onboarding process. It’s also helped us align cross-functional efforts more clearly, with greater visibility into each customer’s onboarding progress. ### 14. Overcame Initial Setup Challenges for Seamless Account Management **Rating:** 4.0/5.0 stars **Reviewed by:** Ayden N. **Reviewed Date:** October 09, 2025 **What do you like best about Totango?** I appreciate Totango's ability to integrate with AI features and its quick segment-building capabilities. It provides a clear review of forecasting opportunities, churn events, contraction events, and an overall understanding of account health, which significantly benefits my book business. **What do you dislike about Totango?** I found the setup of Totango to be a bit difficult initially. It has a learning curve that I needed to overcome before it became easy to use. Additionally, I would like improved integration with Gmail and Outlook along with enhanced reliability. **What problems is Totango solving and how is that benefiting you?** Totango provides a clear review of forecasting expansion opportunities, churn events, contraction events, and offers a good understanding of overall account health. ### 15. Totango Makes Proactive Customer Management Easy **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Mid-Market (51-1000 emp.) **Reviewed Date:** August 05, 2025 **What do you like best about Totango?** ntuitive and customizable SuccessBLOCs, which make it easy to align customer success initiatives with business goals. **What do you dislike about Totango?** The platform provides clear visibility into the health of customer accounts and automates workflows to proactively engage with customers. I also appreciate the flexibility it offers in segmenting customers and tracking key metrics, which helps in delivering a more personalized and data-driven customer experience. **What problems is Totango solving and how is that benefiting you?** Totango helps solve the challenge of managing customer health and engagement across a large portfolio of accounts. By providing real-time visibility into key metrics, it allows us to proactively address risks, identify upsell opportunities, and ensure a consistent customer experience. ### 16. Solid tool to have a good overview of your accounts **Rating:** 4.0/5.0 stars **Reviewed by:** Jessica N. | Opportunity Creation Specialist , Small-Business (50 or fewer emp.) **Reviewed Date:** August 05, 2025 **What do you like best about Totango?** I like that I can see really easily and quickly how much customers are doing, and there are clear tasks I can accomplish and check off. **What do you dislike about Totango?** It's a bit confusing to navigate how to build and send campaigns. I like it way more than other tools for this task, but it's still a little confusing at times. **What problems is Totango solving and how is that benefiting you?** Totango helps clearly see what tasks I need to accomplish for my customers, and it also helps streamline communication to my customer base, saving me a lot of time. ### 17. Good tool **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** August 05, 2025 **What do you like best about Totango?** Totango makes it easy to stay organized across multiple client accounts. I really appreciate the ability to create SuccessPlays and automated workflows to keep our team aligned. The UI is intuitive, and it’s been helpful for tracking touchpoints, managing renewals, and staying proactive in our customer engagements. **What do you dislike about Totango?** One limitation is that it doesn’t pull in all the data from our company’s broader solutions suite, which means we occasionally need to supplement with manual updates or external reporting. It would be even more powerful with deeper integration options. **What problems is Totango solving and how is that benefiting you?** Totango helps us stay on top of all our client accounts in one place. It makes it easier to track activity, spot risks, and automate follow-ups so nothing slips through the cracks. ### 18. Tracking your coustomer journey **Rating:** 4.0/5.0 stars **Reviewed by:** Marisol T. | Incident Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** May 15, 2025 **What do you like best about Totango?** In my experience, Totango has been valuable for tracking every interaction I have with my customers in great detail. It has allowed me to maintain a historical record of my daily tasks and interactions, which has been instrumental in identifying areas for improvement. Additionally, I have found the Account Summary options particularly helpful, as they provide a comprehensive overview of my accounts. **What do you dislike about Totango?** It has been challenging to learn all the functions. There are opportunities to improve the training and make it easier to understand, which would help users engage with all the tools. **What problems is Totango solving and how is that benefiting you?** It has been helpful to identify when a client might be at risk, thanks to health dashboards, and to take action accordingly. ### 19. A Solid Customer Success Platform with Room to Grow and Impress **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Telecommunications | Enterprise (> 1000 emp.) **Reviewed Date:** May 20, 2025 **What do you like best about Totango?** Customer Health Monitoring - provides real-time visibility into customer health scores using behavioral data, product usage, and engagement metrics. This helps proactively identify at-risk accounts and take action before churn occurs. Automated Customer Journey Management - With SuccessBLOCs, automation and personalization of customer journeys can occur — from onboarding to renewal—ensuring consistent engagement. Cross-Team Collaboration and Task Management - enables collaboration across customer success, sales, and support teams by centralizing customer data and assigning tasks, ensuring alignment on goals and progress. **What do you dislike about Totango?** Limited Customization and Feature Gaps - some features are missing or require workarounds, e.g. limited hierarchy levels, restricted field roll-downs, lack of bulk actions for managing multiple accounts Data Accuracy and Reporting Concerns - before deploying Totango, customers should complete a thorough data hygiene exercise - Totango cannot do the clean-up for you (it can reveal poor data management). Poor background data will lead to occasional inconsistencies in customer health scores and analytics, where the platform may inaccurately reflect customer engagement or usage, leading to potential misinterpretations Integration and Usability Challenges - integrates with tools like Salesforce, but there are delays in data syncing and integration issues **What problems is Totango solving and how is that benefiting you?** Customer Churn and Retention Issues - enables proactive customer health monitoring and engagement, helping teams identify at-risk customers early and take action to improve retention and reduce churn. Inefficient Customer Onboarding and Lifecycle Management - streamlines onboarding, adoption, and renewal processes, ensuring customers receive timely and consistent value throughout their journey. Lack of Visibility into Customer Data and Team Performance - centralizes customer data and provides real-time dashboards and reporting, giving teams clear insights into customer behavior, success metrics, and internal performance. ### 20. Best for one source of truth **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Services | Enterprise (> 1000 emp.) **Reviewed Date:** July 31, 2025 **What do you like best about Totango?** Totango is a solid customer success tool that’s easy to use and great for tracking client health and automating outreach. It brings data from different systems into one place, probably my favourite feature working in our company with teammates across the globe.. The interface is clean and it doesn’t take long to get the hang of it. That said, setting up custom workflows or reports can be a bit tricky. Overall, it’s a good fit for growing teams, but it might not suit companies needing deeper reporting or faster help. **What do you dislike about Totango?** Support takes long to respond an custom workflows are a bit more complex. **What problems is Totango solving and how is that benefiting you?** Ensuring realtime information sharing across multiple teams and locations. ### 21. Great software to manage a very individual customer experience **Rating:** 4.0/5.0 stars **Reviewed by:** Bastian W. | Customer Success Lead, Small-Business (50 or fewer emp.) **Reviewed Date:** February 21, 2025 **What do you like best about Totango?** You can setup basically everything you need as a CSM in Totango - customer journeys, individual customer profiles fitting every industry, automations, task management, ... Totango also offers a great range of integration options, which we use to both integrate into Hubspot and our own software hellomateo. **What do you dislike about Totango?** There are quite a few things that are a bit buggy in Totango. Most of them do not fully mess with the functionality, but they just take away a bit of the fun using it. Boxes around clickable fields do not follow the same logic, segment filters can be difficult to work with. While our experience with the support was generally really good, product feedback was not properly considered and often washed away saying things are "by design" like that. **What problems is Totango solving and how is that benefiting you?** Totango is helping us with a range of issues. From getting a customer started by inviting him to an onboarding call by mail, over sending him valuable information during his onboarding journey, up to helping with product adoption by integrating usage data and setting up automated check in tasks. We basically monitor the whole onboarding process and time-to-value achievements in the platform, while also being alarmed about existing customers with low usage. Additionally, our whole task management process moved to Totango, which allows us to directly manage daily work, churn & upsells in the same environment. ### 22. Platform to manage customer relations **Rating:** 3.5/5.0 stars **Reviewed by:** Hugo J. | Customer Success Manager, Team Lead, Enterprise (> 1000 emp.) **Reviewed Date:** August 15, 2023 **What do you like best about Totango?** That you can add touchpoints to log client activities but first and foremost that you are able to add set up scheduled tasks, to keep track on the current work and promises towards your clients. **What do you dislike about Totango?** I really miss real time notifications in your inbox (or Team, Slack, etc.). Currently you only get a mail summary per day. Somewhat hard to distinguish the difference between the company (overall) page and the product (sub) page, adding e.g. tasks or contacts on a product level, while we have decided to keep everything on the overall level. More and smarter ways of automized tracking of touchpoints. **What problems is Totango solving and how is that benefiting you?** To keep track on all clients in my personal account portfolio. Setting up scheduled reminders to remember to reach out to clients that may not reach out themselves as often. To keep a log for each client so it's easier for a colleague to understand the current status of an account, should I be on vacation or out of office. ### 23. Totango does a lot of things well, but lacks wow-factor **Rating:** 3.5/5.0 stars **Reviewed by:** Dexter L. | Customer Success Executive, Mid-Market (51-1000 emp.) **Reviewed Date:** February 19, 2025 **What do you like best about Totango?** I use Totango every single day as part of my job as a Customer Success Manager, and have done so for more than 3 years. The customer overview page is by far my favorite thing about Siteimprove - having a lot of key information available with one click, right at the top of the screen. I also like the touchpoints system - it's quick and easy to store key customer interactions, as well as browse through them later on. The segmentation features and the ability to store segments is also very flexible and easy! **What do you dislike about Totango?** I wish the customer overview page was more flexible to the end user / CSM. Sometimes I want to move widgets around based on personal preferences or individual customers, which isn't possible. The system is also quite rigid when it comes to updating contact information and key contacts per customer, making data hygiene a bit of a pain. One of my biggest gripes with Totango is how it fails, in my view, to integrate the task system in an easy-to-use way. I feel like there are way too many steps associated with creating tasks, managing them, etc., and they are not visible enough to use, which is a shame because the feature has so much potential to help CSM's cover all their to-do's and reminders. Another big gripe is the lack of a native integration with Freshdesk. We used Zendesk before and it was seamless to bring across tickets, but not so much for Freshdesk, which means I have to go to several other systems for visiblity into a customer's current issues and possible pain points with Support. **What problems is Totango solving and how is that benefiting you?** I manage a large amount of customers, and have to do a LOT of lookups of key customer information every single day. Renewal dates, subscription content, usage, etc. I need it fast and at-a-glance. Totango is great for this, with almost all needed information (apart from Suppor tickets) found at the top of the screen, and it has great integrations with our Product and other platforms, like our primary CRM and Pendo, just one click away. So it does succeeded in being my main platform and one-stop-shop to begin exploring a customer in more detail. ### 24. Room for improvement **Rating:** 3.5/5.0 stars **Reviewed by:** Christopher B. | Manager, Customer Success, Small-Business (50 or fewer emp.) **Reviewed Date:** February 18, 2025 **What do you like best about Totango?** Totango does a fantastic job of taking the data fed into the platform and using it to create a Health Score based on the parameters that I need. By using the data, campaigns and SuccessBlocs can be easily utilized allowing for plenty of customization. The workflows are easy to set up and implement across the whole team. When I have needed support, the team has been quick to respond with the right solution. **What do you dislike about Totango?** The app itself can be a little clunky at times. For example, sending campaigns can often mean the formatting of the email changes/adjusts ever so slightly which doesn't match up with that of the email that was originally created. Improvements could be had here. Improvements to reporting would be welcomed, particularly better options to see changes over time (how did NPS change from Date X to Date Y for example). It'd be great to see more information from the Zendesk integration push into Totango. Currently it shows number of tickets whereas it'd be great to see the context of each ticket. It's not possible to use Totango fully as a central hub for information for us as this information doesn't push in. Similarly, the integration with Gmail is weaker than competitors. It'd be great to get all emails sent to be synced into Totango and ones received, automatically. The process of bcc-ing or using the extension is a little clunky. **What problems is Totango solving and how is that benefiting you?** The Health Score component and the NPS SuccessBloc saves us considerable time identifying customers that are at risk and also highlighting sentiment towards our service. We also use the campaigns functionality to communicate to our customers with items such as newsletters, special announcements or product showcases. ### 25. Very Dependable, Not so Flexible **Rating:** 4.0/5.0 stars **Reviewed by:** Evan S. | Vice President of Customer Success, Global, Mid-Market (51-1000 emp.) **Reviewed Date:** May 16, 2025 **What do you like best about Totango?** Generally, we are very happy with totango. It's given us a layer of real-time insight into customers we did not have previously. The product is stable, and integrating it into our existing systems was mostly painless. **What do you dislike about Totango?** Permissions and roles are bucketed in a way that is too simplistic for a multi-tiered hierarchy, but we make do with how it is. The platform could benefit from a little more work on their bulk-action availability. For example, duplicating segments, reports, etc, today, is a one-by-one motion that should be a lot easier. Lastly, reporting and analytics are somewhat rigid and clumsy to build. **What problems is Totango solving and how is that benefiting you?** real-time customer insight/health, CS operations overview ### 26. Useful tool for new business too **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Market Research | Enterprise (> 1000 emp.) **Reviewed Date:** August 05, 2025 **What do you like best about Totango?** As a new business seller, I use Totango to quickly check if a lead or account has previously been a customer. It’s incredibly useful for tailoring my outreach if I see they’ve churned, I can dig into the reasons and avoid repeating past issues. If they’re a current or past customer, I can highlight relevant wins. It saves me time and helps me craft more relevant, confident messaging. **What do you dislike about Totango?** The search functionality can feel a bit clunky at times. It would be great if I could search by email or domain more intuitively without having to filter through unrelated results. **What problems is Totango solving and how is that benefiting you?** Totango gives me quick visibility into an account’s customer history, which is a huge help when prospecting. Instead of blindly reaching out, I can see if the company has used our product before, when they churned, and what their engagement looked like. ### 27. Just getting started **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Commercial Real Estate | Mid-Market (51-1000 emp.) **Reviewed Date:** August 07, 2025 **What do you like best about Totango?** The ability to integrate with so many of our existing tools so our customer data is always up to date. **What do you dislike about Totango?** Would like it be a little more customizable. For example, the health rating calculations and risk statuses aren't customizable enough to give an accurate picture of my accounts. **What problems is Totango solving and how is that benefiting you?** We are just getting started with Totango but so far it provides more visibility into the key initiatives for our clients across our team and organization. I can see it being very helpful when accounts change hands and we don't have to share our entire notes we had been taking on note taking applications. ### 28. Great potential if configured and maintained properly **Rating:** 3.5/5.0 stars **Reviewed by:** Tanner B. | Azure Technical Solution Consultant, Enterprise (> 1000 emp.) **Reviewed Date:** May 20, 2025 **What do you like best about Totango?** Totango is useful for documenting client touch points and managing multiple product renewals throughout the year. **What do you dislike about Totango?** Totango, while a useful tool, needs to be maintained to ensure data is up to date. Your entire team needs to be onboard and follow best practices to maintain accurate data health. Missing touch points means that other teammates can be left in the dark. **What problems is Totango solving and how is that benefiting you?** Documenting customer on-boardings and touch points. Allows other teammates to gain insights on client meetings they may not have been able to attend in the past and be brought up to date with the progress of client accounts. ### 29. Totango Review **Rating:** 3.5/5.0 stars **Reviewed by:** Phillip B. | Implementation Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** August 05, 2025 **What do you like best about Totango?** Totango is easy to navigate through, manage my existing accounts and keep track of upcoming tasks. **What do you dislike about Totango?** Can't say that I have any complaints so far. **What problems is Totango solving and how is that benefiting you?** Totango is helping me manage my customer's in an organized manner, using one tool. Making my ability to proactively manage my customer's implementation lifecycle easier. ### 30. Great data insight into my accounts **Rating:** 4.0/5.0 stars **Reviewed by:** Jacob C. | Account Manager, Enterprise (> 1000 emp.) **Reviewed Date:** August 07, 2025 **What do you like best about Totango?** Great view of my clients with great flexibility to customize. **What do you dislike about Totango?** Not sure, im enjoying most of everything so far. I can't share my list with my manager is the only thing I can think of. **What problems is Totango solving and how is that benefiting you?** Visibility into my customer success manager notes on my accounts and health status check ### 31. Intuitive **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** August 07, 2025 **What do you like best about Totango?** Compared to other solutions that I've used in the past, Totango does the best job so far of removing manual tasks from managing my accounts and calls. I can simply go back and review details of my meetings and understand the health of accounts in a flash. **What do you dislike about Totango?** There is a bit of a learning curve when first starting to navigate the platform, but can be learned quickly. **What problems is Totango solving and how is that benefiting you?** Managing my book of business, and integrating with Gong for detailed meeting notes. ### 32. Easy Note Logging, but Touchpoint Reasons Are Annoying **Rating:** 4.0/5.0 stars **Reviewed by:** Shanayde C. | Customer Success Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** October 14, 2025 **What do you like best about Totango?** I like how easy it is to log notes and updates for accounts **What do you dislike about Totango?** having to leave touchpoint reasons for tasks **What problems is Totango solving and how is that benefiting you?** Totango is helping me keep on top of my book of business, identify risks and areas of improvement with my clients ### 33. Totango the CS one stop shop **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Mid-Market (51-1000 emp.) **Reviewed Date:** May 20, 2025 **What do you like best about Totango?** What I like best about Totango is how modular and intuitive it is for managing customer journeys at scale. The SuccessBLOCs make it easy to break down each stage of the customer lifecycle into actionable goals, and the real-time visibility into account health helps teams proactively address risks before they escalate. It’s also very flexible when it comes to setting up automated tasks and campaigns, which makes scaling personalized engagement more feasible. **What do you dislike about Totango?** What I’ve found challenging with Totango is that some of the reporting can feel a bit rigid. There are times where I want to slice the data in a more customized way or combine multiple filters across modules, and it’s not always straightforward. Also, while the platform is powerful, it can take a minute to fully understand all the moving parts when you’re first setting things up **What problems is Totango solving and how is that benefiting you?** Totango helps us keep track of account health, touchpoints, and playbooks all in one place—which makes it easier to stay organized, proactive, and aligned across the team. ### 34. User friendly and efficient experience **Rating:** 4.0/5.0 stars **Reviewed by:** Dean W. | Senior Director - Compute Transformation, Analytics, Product Engineering, Enterprise (> 1000 emp.) **Reviewed Date:** August 07, 2025 **What do you like best about Totango?** I like the scalability of the platform. You can do modular adoption, so features can be rolled out in waves in big complex organizations. **What do you dislike about Totango?** I do think the customer health scores can be misleading, showing a customer as green when sometimes the usage data doesn't reflect that. More work needed on data integrity as well as the algorithm for health calculation. **What problems is Totango solving and how is that benefiting you?** Helping us improve NPS (net promoter score) through customer journey assessment. ### 35. Totango the CRM for CSM's **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** August 06, 2025 **What do you like best about Totango?** Stores plenty of data from varying systems across our business and allows great integration of our customer tools **What do you dislike about Totango?** Enablement is minimal from the support/education team. Feels like a Ferrari under the hood, but receiving that personalised support is hard to find. **What problems is Totango solving and how is that benefiting you?** Totango helps us have a clear view of the customer health from varying platforms all in one place. We can track risk, expansion and customer objectives all from one place. ### 36. Comprehensive CS CRM with a good eye toward innovation **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** May 15, 2025 **What do you like best about Totango?** I appreciate the ability to have an overview of my accounts with the right level of detail to know where I need to focus further to drive daily impact with my account teams. **What do you dislike about Totango?** Some of the integrations leave something to be desired. At times we have gaps in the notes and contents due to some limits in the way emails and calls can be fully integrated in to the touchpoint workflow. **What problems is Totango solving and how is that benefiting you?** Totango saves me time in pinpointing where we are lagging in KPIs and inputs that drive client health. This allows me to maximize my efforts when interjecting on risk accounts in a proactive way, allowing us to mitigate client churn. ### 37. Great at managing our customer lifecycle, from low-touch to high-touch customers. **Rating:** 4.0/5.0 stars **Reviewed by:** Nate H. | Customer Success Rep, Small-Business (50 or fewer emp.) **Reviewed Date:** December 09, 2024 **What do you like best about Totango?** It's one of the few systems that integrates completely with our different systems (CRM, Database, email). So I can get all the important information about a customer easily, without having to reference the other systems. Added bonus for me is the in-app tools they've created. **What do you dislike about Totango?** The in-app stuff is good, and the team is good to work with. However, it does still feel buggy. Like the integration after they purchased Lou Assist isn't fully done. Sometimes I will try to load an in-app experience within Totango and it takes 2-3 minutes to load it. **What problems is Totango solving and how is that benefiting you?** We need a way to track our client onboarding, which it does really well. But then we also got it because it helps us get all the details about the customer in one spot. We pulled in usage data from our app, and we're able to create simple dashboards to highlight key parts of our customer's experience. The final reason we went with Totango is their in-app tools make it so if we see something wrong with a customer, we can target fixing it in different ways (email, call, or an in-app tutorial), all from here. ### 38. Great tool to keep you on track with your account base **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Internet | Mid-Market (51-1000 emp.) **Reviewed Date:** October 23, 2017 **What do you like best about Totango?** It's super handy for keeping you organized, especially when handling a large number of accounts. I love that I can create tasks for myself, and plan out my touchpoints to make sure no accounts are slipping through the cracks. It also reduces some of the manual burden of planning around renewals etc. We've recently also made use of the campaigns feature to send some automated touchpoints with accounts so there's an added layer of support for me as a CSM. **What do you dislike about Totango?** I like that I can BCC touchpoints in my emails to automatically log the touchpoint, however there's no way to differentiate the tag that is applied so I often have to manually go back and change the tag for reporting and categorization purposes. Not a huge deal breaker, but it became a bit more crucial to do so as a result of the automated campaigns we've been looking to send (so we can exclude certain accounts or users based on communications they've already received). Sometimes the UI can also run a bit slow. **What problems is Totango solving and how is that benefiting you?** Account management and coverage overview gives me a great way to keep an eye on my accounts, see which ones I need to spend more time on, and help me maintain relationships with my clients. This is especially helpful when I'm managing a large number of accounts in my book of business, as it would be incredibly difficult to handle all touchpoint planning manually. Totango helps me make sure I don't have any clients slip through the cracks, and also be more proactive in reaching out to maintain my relationships. It also gives us visibility into usage from our client base which is key to CS work. I also like that I have custom dashboards to break out my account base and give me a better idea of overall portfolio health. ### 39. An upgrade towards success **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** February 18, 2025 **What do you like best about Totango?** I love that the data loads quickly which is key when trying to get access to information quickly during meetings and for reporting. It has an intuitive setup process with integrations available where my zoom meetings recordings are automatically logged and transcribed, allowing me to easily revisit key meeting highlights and action plans. I have Totango opened as one of the staple browser tabs whenever I start my day, it helps me strategise and make data-driven decisions when planning my key action items for the day and week. Whenever I face any difficulties, I know exactly who to go to for help and the response time from the Totango support team is also very short. **What do you dislike about Totango?** It will be great if I can minimise a touchpoint like a tab or email and get back to it easily without having to go back to the account page. Having it minimised acts like a reminder. **What problems is Totango solving and how is that benefiting you?** It gives us visibility to the client experience and quantifies user experience to help us come up with data-driven action items that contributes to client success. It allows us to prioritize where we should we be investing our time and effort that will make an impact to our business. ### 40. Productive and Clean Customer Success software **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** February 19, 2025 **What do you like best about Totango?** I really appreciate Totango’s ability to view, organize, and sort different data points efficiently. The platform makes it easy to segment and analyze customer data, helping to track engagement, health scores, and key metrics in a clear, actionable way. The customizable views and filters allow for seamless organization, making it simple to focus on the most relevant insights. Overall, Totango provides a powerful way to manage customer relationships with data-driven clarity and efficiency **What do you dislike about Totango?** One thing I find frustrating about Totango is that folders get saved to Segments rather than automatically appearing in the 'My Folder' tab. Improving this functionality would make the organization even more seamless. **What problems is Totango solving and how is that benefiting you?** Gives me the ability to view, organize, and measure a client's health, account optimization, onboarding, and overall journey in one place. Further allowing me to quickly manipulate the data to present lists or views that are beneficial to the task at hand. ### 41. Easy resource to navigate **Rating:** 3.5/5.0 stars **Reviewed by:** Ryann W. | Senior Account manager, Enterprise (> 1000 emp.) **Reviewed Date:** May 16, 2025 **What do you like best about Totango?** most helpful with navigating across portfolio of clients and being able to group by products and other key metrics **What do you dislike about Totango?** not the nicest looking interface for scrolling through account history and meeting notes **What problems is Totango solving and how is that benefiting you?** Helping to identify problem metrics to address with clients in a timely manner and also speed up communications. Problem is also easy to find and read usage stats. Benefitting because easy to search for notes. ### 42. Effective CX Platform for CS teams **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Enterprise (> 1000 emp.) **Reviewed Date:** February 20, 2025 **What do you like best about Totango?** Totango has been very helpful for us to monitor our client engagement and health scores. It's very easy to use and filter to identify clients using certain products or surface opportunities for our client growth team. **What do you dislike about Totango?** Initial setup and implementation took some time to get configured as we switched vendors. It would be great to have a real time notification system for our teams to action items compared to the daily summary we have now. Reporting and analytics could be improved as well. **What problems is Totango solving and how is that benefiting you?** Totango helps our client success teams understand their portfolio to ensure we are taking the right motions to enhance customer experience. The health scores are very helpful for our team to understand where this is risk vs growth opportunities. The playbooks are great for onboarding new hires so they have direction on what steps to take based on the client information Totango provides. ### 43. Flexible and powerful platform for Customer Success **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** August 06, 2021 **What do you like best about Totango?** I like the Customer 360 as it allows creating metrics and seeing what's driving customer health. Its easy to use and doesn't require heavy training. Allows for automated workflows. Intergrates with Salesforce and Outlook! **What do you dislike about Totango?** Not much at this stage, as I just started using this recently. **What problems is Totango solving and how is that benefiting you?** Able to manage your own customer level tasks and able to make follow ups. **Official Response from Lorena Fikes:** > Thank you for the great review and for taking the time to share your feedback. We really appreciate hearing about your experience. Best, Lorena ### 44. One place to manager all your accounts. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in E-Learning | Enterprise (> 1000 emp.) **Reviewed Date:** June 25, 2025 **What do you like best about Totango?** I like the global search, it's easy to individuate any user, account, opportunity. The account health flexibility is also very powerful. Filters are greate to create your own reports. In general one place to overview and manage all your accounts. **What do you dislike about Totango?** Weak AI capabilities: The AI Account Summary is only generated upon request, and I would love to see it happening automatically and proactively suggesting follow ups. The addon to BCC is good, but I would appreciate another type of global integration. **What problems is Totango solving and how is that benefiting you?** Facilitating Accounts Overview ### 45. Good, easy to use and filter when managing a CS portfolio, however can be a bit slow sometimes. **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** February 21, 2025 **What do you like best about Totango?** I think the segmenting and dashboards totango automates for you can be structured very easily. It has been a good edition to our techstack on CS and was easy to pick up and start using as soon as it was activated. **What do you dislike about Totango?** The only real downsides I have found with totango is that it can be very slow to refresh and load data. Sometimes as well when you save filter sets and click into certain tabs, your filter sets will be wiped so you have to rebuild them which can be annoying and time consuming. **What problems is Totango solving and how is that benefiting you?** Totango helps us stay on top of client usage and activity which makes it very easy to monitor and reach out to clients who might need a bit more nurturing and attention whilst also staying on top of all communications across different team members working across the same accounts. ### 46. Intuitive and user friendly however lacking a few useful capabilities **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** August 14, 2025 **What do you like best about Totango?** - user friendly - some good fields to customise - easy way of monitoring tasks **What do you dislike about Totango?** - not very well integrated with Salesforce and other APIs - not too customisable - some errors with tasks **What problems is Totango solving and how is that benefiting you?** - helping us take clients through the customer journey - one place where all client updates live, with useful timeline built for convenience ### 47. Good product for tracking client use **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** May 15, 2025 **What do you like best about Totango?** Totango displays all info you may need to see about a client, as long as you're doing a good job keeping the system up to date **What do you dislike about Totango?** Sometimes it feels like there is too much data on the page to identify what is important quickly. Also wish there were more AI summarization tools available, since it does bring in emails, notes, call logs, and usage stats. **What problems is Totango solving and how is that benefiting you?** Totango is the place we can put all customer success client notes and alerts to make sure our portfolio of clients is healthy ### 48. Solid solution **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** August 14, 2025 **What do you like best about Totango?** - Intuitive interface, It makes it easy to navigate and manage customer success. - Flexible to help customise health scores, segments. - Salesforce Integration **What do you dislike about Totango?** Gaps in functionality, such as delayed updates or limited reporting. **What problems is Totango solving and how is that benefiting you?** - Launch and manage customer success initiatives quickly and effectively. - Create, assign, and track tasks related to customer accounts. (touchpoints, setting reminders) - Tailor health scoring based on segments, journey stages, product usage, business outcomes - Monitor task completion, and overall engagement. ### 49. review totango **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Enterprise (> 1000 emp.) **Reviewed Date:** September 16, 2025 **What do you like best about Totango?** you can search customer fast and their contancts **What do you dislike about Totango?** to be honest im very proud on using totango **What problems is Totango solving and how is that benefiting you?** I can sear all customer details ### 50. A Great Customer Success Tool **Rating:** 4.0/5.0 stars **Reviewed by:** Preetha M. | Customer Success Executive, Mid-Market (51-1000 emp.) **Reviewed Date:** February 25, 2025 **What do you like best about Totango?** 1. Dashboards: The platform helps us keep track of customer health scores, usage, and our touch-points with the customer. 2. Data management : In Totango, we get to store customer information and their industry-specific data. 3. Other areas where I find it helpful : Totango helps us run campaigns to our customers, for example, CSAT and we can also track the performance inn this platform. **What do you dislike about Totango?** 1. Performance lags 2. Health score is not accurate **What problems is Totango solving and how is that benefiting you?** Overall, Totango has helped us scale our Customer Success operations. ## Totango Discussions - [1. Embed a PDF fillable form? 2. Prepopulated email response be hyperlink to an automated email](https://www.g2.com/discussions/1-embed-a-pdf-fillable-form-2-prepopulated-email-response-be-hyperlink-to-an-automated-email) - 1 comment, 1 upvote - [I would like for Totango to be able to send desktop notifications.](https://www.g2.com/discussions/totango-i-would-like-for-totango-to-be-able-to-send-desktop-notifications) - 1 comment, 1 upvote - [why does totango doesn't have a history ?](https://www.g2.com/discussions/51779-why-does-totango-doesn-t-have-a-history) - 1 comment, 1 upvote - [Would you be able to send more updates with regards to segments and creating them?](https://www.g2.com/discussions/43614-would-you-be-able-to-send-more-updates-with-regards-to-segments-and-creating-them) - 1 comment, 1 upvote - [What are best practices for CSM assignment process - both dynamic and static?](https://www.g2.com/discussions/16231-what-are-best-practices-for-csm-assignment-process-both-dynamic-and-static) - 2 comments, 1 upvote - [View Totango pricing details and edition comparison](https://www.g2.com/products/totango/reviews?filters%5Bnps_score%5D%5B%5D=4§ion=pricing&secure%5Bexpires_at%5D=2026-08-13+12%3A46%3A30+-0500&secure%5Bsession_id%5D=44d17246-d521-4058-82e5-3667dbba75d3&secure%5Btoken%5D=002ffcb61f233500ae855eb7db4e1d7ee4c15834f336b4839c90cee6ad2bc3cd&format=llm_user) ## Totango Integrations - [Agentforce Sales (formerly Salesforce Sales Cloud)](https://www.g2.com/products/agentforce-sales-formerly-salesforce-sales-cloud/reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - [Gainsight Customer Success](https://www.g2.com/products/gainsight-customer-success/reviews) - [Gong](https://www.g2.com/products/gong/reviews) - [HubSpot Marketing Hub](https://www.g2.com/products/hubspot-marketing-hub/reviews) - [Luware Nimbus](https://www.g2.com/products/luware-nimbus/reviews) - [Meltwater](https://www.g2.com/products/meltwater/reviews) - [Salesforce Headless 360 Platform (formerly Salesforce Platform)](https://www.g2.com/products/agentforce-360-platform-formerly-salesforce-platform/reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) ## Totango Features **Additional Functionality** - Third-Party Integrations - To-Do List - @mentions - Single Sign On - File Management - Activity Dashboard - Drag & Drop - Alerts/Notifications - Prioritization - Access Controls/Permissions - Screen Sharing - Content Management - Brainstorming - AI Copilot - File Transfer - Calendar Management - Status Tracking - Real-Time Notifications - Version Control - Task Management - Activity Tracking - Real Time Editing - Communication Management - Chat/Messaging - Tagging - Generative AI - Assignment Management - Task Scheduling - Project Management - Collaboration Tools - Workflow Management - Secure Data Storage - File Sharing - Document Storage - Task Progress Tracking - Discussions/Forums - Commenting/Notes - Reporting & Statistics - Contact Management - Video Conferencing - Progress Tracking - Mobile Access - API - Document Management - Customizable Branding **Customer Information** - Customer Health Scores - Customer Monitoring - Customer Profiles - Playbooks - Customer Segments - Product Engagement - Surveys - NPS of Customers - Customer Engagement **User Analysis** - Survey Implementation - Data Analysis - Real-Time Data - Real-Time Notifications **Data Sourcing** - Data Enrichment - Expandability - Content Marketing - Multiple Devices - Email Marketing - Multi-Channel Marketing - Real-Time Data **Sales Team** - Flexible Sales Process - Playbooks **Platform Basics** - Customizable Templates - Exporting - Multi-user Access and Collaboration - Data Analytics - Predictive Analytics - Behavioral Analytics - Campaign Analytics - Website Analytics - Visual Analytics **Platform Basics** - Dynamic Segmentation - Journey Optimization **Analytics** - Net Promoter Score (NPS) - Customer Satisfaction (CSAT) Score **Onboarding Setup** - Workflows - Templates - Checklists **Agentic AI - SAP Store** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Predictions** - Churn Risk - Upsell Opportunities - Custom Triggers - Machine Learning **User Support** - User Segmentation - Multi-Language Support **Intelligence** - Predictive Modeling **Intelligence** - Opportunity Identification - Zero-touch Renewals - Smart Content **Platform Data** - Journey Reporting - Trends Reporting - Dashboards - Advanced Data Filtering **Customization** - Stakeholder Management - Multiple Branding Support - Customizable Branding - Knowledge Management - Workflow Management - Email Management - Feedback Management - Survey/Poll Management - Negative Feedback Management **Project Tracking** - Monitoring - Content - Tasks - Optimization - Kanban Board - Goal Setting/Tracking - Communication Management **Agentic AI - Customer Journey Mapping** - Autonomous Task Execution **Additional Functionality** - Engagement Tracking - Contact Management - Customer Journey Mapping - Generative AI - API - A/B Testing - Lead Generation - Data Integration - Customer Activity Tracking - Activity Dashboard - Activity Tracking - Campaign Segmentation - Lead Capture - Contact Database - Campaign Management - Behavior Tracking - Real-Time Analytics - Email Management - Lead Qualification - Reporting & Statistics - Template Management - Alerts/Notifications - Predictive Analytics - Surveys & Feedback - Personalization - Campaign Planning - Third-Party Integrations - Behavioral Analytics - Email Tracking - Campaign Analytics - Customer Segmentation - Multi-Channel Communication - Lead Management - Channel Management - AI Copilot - Audience Targeting - GDPR Compliance - Customer Profiles - Customer Database - Multiple Data Sources - Event Triggered Actions - Tagging - Customizable Templates **Additional Functionality** - Multi-Channel Marketing - Map Creation - Email Marketing - Single Sign On - Performance Metrics - Customer Database - API - Activity Dashboard - Data Linking - Whiteboard - Drag & Drop - Data Visualization - Collaboration Tools - Brainstorming - Conversion Tracking - Workflow Management - Activity Tracking - Behavior Tracking - Personalization - Customizable Reports - Customer Journey Mapping - Customer Profiles - AI Copilot - Third-Party Integrations - Real-Time Notifications - Tagging - Audience Targeting - CRM - Surveys & Feedback - Data Import/Export - Reporting & Statistics - Communication Management - Attribution Modeling - Action Management - Map Sharing - Engagement Tracking - Customizable Branding - Generative AI - Customer Touchpoints - Customer Experience Management - Diagramming - Campaign Management - A/B Testing - Storyboarding - Customer Segmentation **Platform** - Reporting & Dashboards - Third-Party Integrations - Data Import & Export Tools - Workflow Capability - Notifications - Customization - Scalability - Data Security - Performance & Reliability - User, Role, and Access Management - Collaboration Tools - Real-Time Data - Activity Dashboard - Customer Experience Management - Churn Management - Survey/Poll Management - Communication Management - Task Management - Customer Management - Account Management - Renewal Management - Feedback Management - Knowledge Base Management - Revenue Management - Workflow Management - Contact Management - Email Management - Configurable Workflow **Walkthrough Type** - Text Bubble Walkthroughs **Platform Additional Functionality** - Journey Mapping - Integrations - Automated Alerts **Customer Engagement** - Portal - Customer Engagement - Branding - Visibility - Customizable Branding **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **Additional Functionality** - Commenting/Notes - API - Third-Party Integrations - Task Management - Alerts/Notifications - Drag & Drop - Performance Metrics - Reporting & Statistics - Time Tracking - Data Security - Single Sign On - Activity Tracking - Customizable Fields - Content Management - Churn Management - Ad hoc Analysis - Client Management - Chat/Messaging - Forecasting - Mobile Access - Form Builder - Surveys & Feedback - Revenue Management - Onboarding - Workflow Management - AI Copilot - Calendar Management - Compliance Management - Client Database - Electronic Forms - Gantt/Timeline View - Client Tracking - To-Do List - Document Management - Generative AI - Self Service Tools - Customer Segmentation - Role-Based Permissions - Data Import/Export - Collaboration Tools - Electronic Signature - Task Progress Tracking - Audit Trail - Reminders - Online Payments - Activity Dashboard - Document Generation - Real-Time Data - CRM - Email Management - Multi-Language **Generative AI** - Generative AI **Platform Basics - Digital Adoption Platform** - Integration - Communications **Agentic AI - Customer Journey Analytics** - Autonomous Task Execution - Cross-system Integration - Adaptive Learning - Proactive Assistance **Agentic AI - Experience Management** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance - Third-Party Integrations - Social Media Integration - Multi-Language **Agentic AI - Customer Revenue Optimization** - Autonomous Task Execution - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Additional Functionality** - Real-Time Reporting - Drag & Drop - Surveys & Feedback - Dashboard - NPS Survey Structure - Customizable Forms - Visual Analytics - Data Visualization - Customer Segmentation - Tagging - Customer Journey Mapping - Text Analysis - Customizable Reports - Real-Time Notifications - Alerts/Notifications - Access Controls/Permissions - CRM - Multi-Channel Data Collection - Multi-Channel Communication - Customizable Fields - Real-Time Analytics - Predictive Analytics - Collaboration Tools - Sentiment Analysis - Trend Analysis - API - AI Copilot - Engagement Tracking - Customizable Templates - Reporting/Analytics **Analytics - Digital Adoption Platform** - Analytics - Reporting/Analytics - Visual Analytics - Real-Time Analytics **Agentic AI - Customer Success** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Natural Language Interaction - Proactive Assistance - Social Media Integration - Multi-Language **Additional Functionality** - Onboarding - Chat/Messaging - Performance Metrics - Activity Tracking - CRM - API - Customer Database - Customizable Templates - Widgets - Win/Loss Analysis - AI Copilot - Event Triggered Actions - Surveys & Feedback - Engagement Tracking - Customer Segmentation - Customizable Reports - Drag & Drop - Customer History - Reporting & Statistics - Reporting/Analytics - Customizable Forms - Customizable Branding - Usage Tracking/Analytics - Multi-Channel Communication - Account Alerts **Functions - Digital Adoption Platform** - Customer self-service - In-app guidance - Contextual Guidance **Agentic AI - Digital Adoption Platform** - Adaptive Learning - Asynchronous Learning - Blended Learning - Self-paced Learning **Additional Functionality** - Customer Experience Management - Generative AI - Workflow Management - AI Copilot - Task Management - Progress Tracking - Alerts/Notifications - In-App Training - Behavior Tracking - Gamification - Knowledge Base Management - Audience Targeting - Customizable Fields - Reporting & Statistics - Customizable Reports - Performance Metrics - Launch Management - Content Library - API - User Onboarding - Customizable Branding - Event Triggered Actions - Engagement Tracking - Self Service Portal - Data Quality Control - Data Import/Export - Employee Onboarding - Self Service Tools - Survey/Poll Management - Learning Management - Content Management - Customizable Templates - Interactive Content - Activity Tracking - Activity Dashboard - Monitoring - Training Management - Communication Management - Surveys & Feedback - Content Creation ## Top Totango Alternatives - [Custify](https://www.g2.com/products/custify/reviews) - 4.7/5.0 (521 reviews) - 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