Totango Transforms Salesforce CRM Into Customer Success Platform

Media Inquiries: Contact Karen Budell, CMO

Media Inquiries: Contact Karen Budell, CMO

PALO ALTO, CA--(Marketwired - Oct 13, 2014) - Totango, the leader in customer success and user engagement, today announced the next generation of its Salesforce integration, delivering a portfolio management approach to customer management in Salesforce CRM. With these new capabilities, Customer Success teams can manage their account "portfolios" based on critical customer insights from Totango directly within Salesforce.

"We've put 'Customer Success' right inside more than ever before, so customer success teams, account managers, sales reps, marketing teams and customer support reps can all leverage rich customer insights and context at every customer touch point," said Guy Nirpaz, CEO and founder of Totango. "CRM applications have traditionally been great repositories of transactional sales, marketing and support data, but they often don't provide a true picture of customer health based on actual customer behavior and product engagement. Totango now brings together the best of both worlds inside Salesforce CRM."

Totango is a leading customer intelligence and monitoring tool, offering a data-driven and predictive understanding of customer health that helps businesses grow and thrive. The new product integration will allow customer success managers to more effectively create value and prioritize attention to the right customers at the right time. Features of the Salesforce integration include:

  • My Customer Portfolio: Each customer success manager can view their Salesforce accounts by portfolio, complete with details like portfolio score, portfolio value and portfolio segmentation.
  • Real-Time Customer Profiles: In addition to the detailed out-of-the-box Salesforce account page, customer success teams will have access to a rich profile of each customer with real-time data on engagement, product usage and other user-level metrics.
  • True Health: Totango calculates customer health based on leading customer indicators that CRM applications do not traditionally offer. Users can now easily access these Totango health scores from within the Salesforce platform.
  • Early Warning Signals: Salesforce users can receive real-time alerts when an "at-risk" customer behavior or interaction occurs or the status of a customer's health changes. This allows customer teams to respond and address potential problems as soon as they arise, before it is too late.

"As heavy users of Salesforce, we're excited to see what Totango is doing with their latest innovation," said Mark Fordham, VP of Services at Central Desktop. "Customer Success is a core part of our company philosophy. Having deep insights from Totango available in Salesforce is going to make our entire organization more effective and agile in driving customer success."

Visit Totango at Dreamforce 2014 West Hall booth W122 to see Totango's Salesforce app in action.

About Totango
Totango is the leader in customer success and user engagement for cloud apps. The company helps SaaS vendors and online subscription services take a data-driven approach to reducing churn and driving customer success, product adoption, and trial conversion. Totango monitors customer behavior and usage in applications -- along with critical relationship data from CRM, billing, and other systems -- to generate insights on customer health and engagement. The company's platform combines big data analytics with powerful segmentation and predictive tools to guide vendors in taking the right actions with each customer to create an active, engaged user base.