ChurnZero vs. Totango

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
ChurnZero	Score9.6 out of 10	N/A	ChurnZero is a Customer Success platform designed to help subscription businesses succeed through improved customer experiences. ChurnZero helps Customer Success team spot potential churn risks early and see renewal and expansion opportunities faster. Its automation and personalization, in-app communications, and Customer Success AI™ support engagement with customers and lead them to value. The platform offers journeys, health scores, survey tools, segmentation, plays,…	N/A
Totango	Score7.8 out of 10	N/A	Totango customer success software, now with Catalyst, helps enterprise businesses and cross-functional teams accelerate customer outcomes in productivity, retention, and expansion. Totango and Catalyst will become a unified product, following the merger in February 2024.	N/A

Each package gives teams a 360° customer account profile, customer health scoring, customer journey program templates (SuccessBLOCS), automated workflows (SuccessPlays), email campaigns, self-paced onboarding, and customer support.

Community Pulse
Key User Insights
	ChurnZero	Totango
Considered Both Products	ChurnZero Verified User Chose ChurnZero ChurnZero was feature-rich and had everything we needed (Totango was lacking in key features such as displaying a journey to a customer and having them follow along). ChurnZero was way more financially approachable than Gainsight. ChurnZero also was much more of a CS platform … Incentivized Helpful? Verified User Chose ChurnZero I have used Totango in the past and did not have the decision making power when choosing CZ but given the opportunity, I would have also gone with CZ. Totango certainly has a slicker look, but our onboarding process was not that smooth and some features were really weird or … Incentivized Helpful? Greg Watkins Senior Customer Success Manager (Strategic Accounts) at Tipalti (Financial Services, 201-500 employees) Chose ChurnZero Our management team reviewed both Gainsight and Totango, while both were very robust and feature rich, the cost and price point did not make sense for a team of our size and where we would be scaling to. It also seemed that through our conversations both of those tools would … Incentivized Helpful? Verified User Chose ChurnZero Tons of manual work to implement Totango. We liked that it was free but we needed to upgrade due to the amount of clients we needed, and the cost to do so was much more expensive. Incentivized Helpful? Lisa Hern Sr. Customer Success Manager at Sendoso (Computer Software, 51-200 employees) Chose ChurnZero I feel like ChurnZero has all the right functionality but is a bit simpler to navigate and deploy than Gainsight and also Totango (not that these are bad systems, neither of them is a bad choice, I just find them to be a little overly complicated). While ChurnZero may not have … Incentivized Helpful? Jeremy Wingate Vice President, Revenue at CallTrackingMetrics (Marketing & Advertising, 51-200 employees) Chose ChurnZero ChurnZero was the perfect mix of tools and features at the right price. It has scaled as we've scaled and the new features they roll out are always industry firsts. Incentivized Helpful? Blair Husted Senior Customer Success Associate in Customer Service at Life is Tech, USA (Education Management, 11-50 employees) Chose ChurnZero ChurnZero's segmenting and health score abilities were unmatched, as it allows for customization for almost every feature. Incentivized Helpful? Verified User Chose ChurnZero ChurnZero was a solution that better fit our needs. The pricing was better for our budget, and the product wasn't split up into pieces like some other products were. As a B2B software company, the ability to have ChurnZero sit in our app for success centers, walkthroughs, and … Incentivized Helpful? Chantz Oliver Global Head of Customer Success in Customer Service at Emailage (Information Technology & Services, 51-200 employees) Chose ChurnZero ChurnZero has way more features at a much more reasonable price. Incentivized Helpful? Verified User Chose ChurnZero What made us chose ChurnZero was a mix of the below: - Personal interaction with their sales team, with a lot of dedication and interest from both sides. - Customization, enough to allow us to tailor everything based on our needs, but not too much either, so that we feel … Incentivized Helpful? Tahima Begum Vice President, Customer Success at Pixlee (Computer Software, 51-200 employees) Chose ChurnZero ChurnZero's interface is very easy to use. Additionally, seems that ChurnZero has more reports available. Incentivized Helpful? Hardin Lovett Senior Customer Success Manager in Professional Services at CallRail (Computer Software, 51-200 employees) Chose ChurnZero Gainsight seemed like a great product but maybe a little too complex for our small CS team. Incentivized Helpful?	Totango Matt Portner Vice President, Client Experience in Customer Service at Lytx, Inc. (Information Technology & Services, 1001-5000 employees) Chose Totango Totango was a good fit and middle ground between Gainsight which was overwhelming for our needs and ChurnZero which at the time was not as mature as it is today. Simple to use straightforward interface which is also flexible and customizable. The Totango product team has been … Incentivized Helpful? Alex Sandrea Customer Success Manager at Instapage (Marketing & Advertising, 201-500 employees) Chose Totango ChurnZero - I've taken a look at this solution but didn't get to form a definitive opinion about it yet. Right now it looks like their Integration system is a bit more limited than Totango's. Custify - It's a good tool but unlike Totango it feels a bit more sales focused. Also … Incentivized Helpful? Sabrina Kis Manager, Customer Success and Support in Customer Service at Buildout (Commercial Real Estate, 51-200 employees) Chose Totango ChurnZero and Gainsight we've demoed ChurnZero = very basic, not enough Gainsight = too much for the size of our company right now, but has very impressive features! Incentivized Helpful? Verified User Chose Totango ChurnZero was too expensive. We chose Totango because it had everything we needed and cost less. Incentivized Helpful? Cassandra Liska VP of Customer Success in Customer Service at Verse.ai (Computer Software, 51-200 employees) Chose Totango Our organization has successfully unlocked more value from Totango than I've seen with the two other CS platforms I've used at prior organizations Incentivized Helpful? Verified User Chose Totango All systems have positives and negatives but Totango fit immediate needs best Incentivized Helpful? Shona Fenner Sr. Customer Success Operations Manager at PetDesk (Veterinary, 51-200 employees) Chose Totango Totango seemed the best way to have quick wins, long term wins, and work through optimizations and iterations along the way. We could launch piecemeal and adapt to our business needs as we saw value in Totango, instead of having to create a masterpiece that would be complex to … Incentivized Helpful? Verified User Chose Totango Totango had a much cleaner UI and was much more affordable for a small company. Totango also looked like it would be more straightforward and easier to use for my customer success team. Other companies didn't handle the multi-level customer hierarchies as cleanly as Totango and … Incentivized Helpful? Scott Stanislav Director of Customer Experience at Simpleview (Computer Software, 201-500 employees) Chose Totango Totango felt like a great option that was beyond entry-level, but not a sledgehammer for a nail for what, at the time, was a brand new Customer Experience team being formed. Incentivized Helpful? Hannah Strickland Customer Success Manager in Customer Service at Incident IQ (Information Technology & Services, 51-200 employees) Chose Totango Easier UI, better reporting capabilities, better integration capabilities. Incentivized Helpful? Guru Prasad Pammi Head - Customer Success in Customer Service at Quixy (Computer Software, 51-200 employees) Chose Totango The cost of licensing. Incentivized Helpful? Verified User Chose Totango Totango was the cheapest. Incentivized Helpful? Bryttani Bartlett Client Success Manager in Product Management at Apptegy (E-Learning, 201-500 employees) Chose Totango This was not my call, but I would assume that our representative has been attentive to our needs and Totango provides the services that we need at a great value. Incentivized Helpful? Sarah Trepanier Directrice de la fidélisation in Customer Service at Mingus Software inc. -Hotello (Computer Software, 11-50 employees) Chose Totango I selected Totango for the ease and speed of growing within the platform. The fact that it could connect easily to Salesforce and also have a javascript to connect in our software to get the usage data made the difference. And of course, the price was just perfectly within our … Incentivized Helpful? Timothy Conway Technical Account Manager in Information Technology at Securonix (Computer & Network Security, 201-500 employees) Chose Totango I do not know of one that works as good as Totango. Incentivized Helpful? Elizabeth Tajonar, PMP Team Lead, Customer Success at Lucid, LLC (Internet, 201-500 employees) Chose Totango Totango was the best product for our needs due to its easy to use nature and ability to implement relatively quickly. While it is tempting to go with a product that may have hundreds of bells and whistles, Totango has given us a solid foundation and allowed us to scale our CSM … Incentivized Helpful? Andrei Mierla Director of Customer Success in Customer Service at Postclick (Marketing & Advertising, 201-500 employees) Chose Totango Better customization and integrations overall, plus health management. The product was easier to adopt and I like the help of their support team, really responsive. Incentivized Helpful? Gunjan Marwah Customer Success Technology Consultant in Sales at Valuize Consulting (Computer Software, 11-50 employees) Chose Totango Good reseller partnership, easy UI, good time to value. Incentivized Helpful?
	Would buy again
	No answers on this topic	No answers on this topic
	Delivers good value for the price
	No answers on this topic	No answers on this topic
	Happy with the feature set
	No answers on this topic	No answers on this topic
	Lived up to sales and marketing promises
	No answers on this topic	No answers on this topic
	Implementation went as expected
No answers on this topic	No answers on this topic

Features

ChurnZero

Totango

Comparison of Security features of ChurnZero and Totango
Feature	ChurnZero 9.8 191 Ratings	Totango 8.5 182 Ratings
Role-based user permissions	9.8191 Ratings	8.5182 Ratings

Comparison of Platform & Infrastructure features of ChurnZero and Totango
Feature	ChurnZero 9.7 203 Ratings	Totango 8.5 216 Ratings
API	9.6165 Ratings	6.9149 Ratings
Integration with Salesforce.com	9.8169 Ratings	9.5173 Ratings
Integration with Marketo	00 Ratings	9.035 Ratings

Comparison of Customer Data Extraction / Integration features of ChurnZero and Totango
Feature	ChurnZero 9.8 219 Ratings	Totango 8.1 247 Ratings
Product usage	9.6216 Ratings	8.1243 Ratings
Help desk / support tickets	9.9175 Ratings	8.2160 Ratings

Comparison of Customer Success Management features of ChurnZero and Totango
Feature	ChurnZero 9.2 224 Ratings	Totango 8.1 260 Ratings
NPS surveys	9.9196 Ratings	9.4124 Ratings
Sponsor tracking	6.177 Ratings	6.16 Ratings
Customer profiles	9.5209 Ratings	7.9251 Ratings
Automated workflow	9.7216 Ratings	9.1240 Ratings
Internal collaboration	9.8183 Ratings	7.7226 Ratings
Customer health scoring	9.7221 Ratings	7.5253 Ratings
Customer segmentation	9.7215 Ratings	8.7243 Ratings

Comparison of CSM Reporting & Analytics features of ChurnZero and Totango
Feature	ChurnZero 9.5 224 Ratings	Totango 8.3 254 Ratings
Customer health trends	9.7213 Ratings	8.4243 Ratings
Engagement analytics	9.6208 Ratings	8.8229 Ratings
Revenue forecasting	9.370 Ratings	7.7175 Ratings
Dashboards	9.4218 Ratings	8.4237 Ratings

User Ratings
	ChurnZero	Totango
Likelihood to Recommend	9.9 (227 ratings)	9.1 (261 ratings)
Likelihood to Renew	8.2 (5 ratings)	7.3 (8 ratings)
Usability	7.3 (131 ratings)	8.6 (95 ratings)
Availability	9.1 (1 ratings)	9.9 (3 ratings)
Performance	6.4 (1 ratings)	8.8 (2 ratings)
Support Rating	6.5 (122 ratings)	7.7 (93 ratings)
In-Person Training	6.4 (1 ratings)	- (0 ratings)
Online Training	7.3 (2 ratings)	7.0 (1 ratings)
Implementation Rating	8.3 (3 ratings)	10.0 (12 ratings)
Configurability	6.4 (1 ratings)	8.2 (4 ratings)
Ease of integration	7.3 (1 ratings)	8.0 (8 ratings)
Product Scalability	9.1 (1 ratings)	9.8 (3 ratings)
Vendor post-sale	9.1 (1 ratings)	8.0 (1 ratings)
Vendor pre-sale	- (0 ratings)	8.0 (1 ratings)

ChurnZero vs. Totango

ChurnZero

Totango

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