gainsight-customer-cloud-vs-totango

Both Gainsight and Totango are customer success platforms that help businesses proactively monitor and view overall customer account health. Totango is preferred by small businesses more than Gainsight, while Gainsight has a larger number of enterprise reviewers than Totango on TrustRadius.

One potential reason Totango attracts more small businesses is that it offers a free ‘Community’ version of its platform. In contrast, Gainsight does not offer a free version of its suite of capabilities. 

Features

Each software product includes core customer success features like customer health scores, account profiles, reporting, and account segmentation. Based on feedback from end-users, each platform performs well in a few key areas. 

Totango customers frequently mention automated task management and the ability to track customer usage of their product as key strengths of the platform. Easy to set up email campaigns and the ability to see detailed segmented reports of overall account health are two additional differentiators for Totango. 

For Salesforce users, one of the biggest benefits of using Gainsight is the ability to access the platform directly from their CRM. However, users without CRM-access can also now use Gainsight by logging in directly from the Gainsight NXT platform. Gainsight customers also value its helpful online community, Success Plans, and ease of creating custom reports featuring different account health metrics. 

Limitations

While both products have standout features, each has a few limitations software buyers should be aware of. 

While customers appreciate Totango’s robust segmentation feature, the interface for configuring different segments can be difficult to use. In contract to Gainsight’s native Salesforce integration, some Totango customers on TrustRadius have had issues syncing data with third-party applications like Salesforce and Zendesk. Totango is also designed for companies that sell SaaS-based products that generate customer usage data. It may be harder to use for businesses that sell physical products. 

Gainsight may provide more value for companies that use Salesforce as their CRM compared to businesses that do not use Salesforce. If Gainsight is being used by multiple teams (e.g. Sales, Customer Success, Marketing), there will need to be collaboration across teams when setting it up. Individual departments won’t be able to set up their own configuration of the software. 

Pricing

Totango offers a forever-free ‘Community’ version of their software and then customizable ‘Business Plan’ that has a 30-day free trial. 

Gainsight offers different bundles designed for customer success, product experience, customer experience, customer data, and revenue optimization teams. Gainsight NXT (launched in May 2020) provides access to the full suite of Gainsight capabilities. 

Both vendors do not share price information on their website but will provide a quote upon request. But factors that help determine the price include the number of users, and the number of accounts managed or the amount of revenue managed. 

Which Is Right For You?

Gainsight is great for larger teams and companies that are already using Salesforce.com as their CRM and need to organize large amounts of customer data from multiple sources. However, Gainsight’s wide range of capabilities may be overkill and over-budget for a smaller team. 

Compared to Gainsight, Totango is ideal for teams that want to start out using a free version of the software. Totango performs well for teams selling SaaS-based products that have consistent streams of data that are not overly complex.