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Software · head to head

SmartKarrot vs Totango

SmartKarrot logo

SmartKarrot

Software

Intelligent Customer Success Platform

From
$499/month
Rated
-
Full reviewWebsite
Totango logo

Totango

Software

Composable Customer Success Platform

From
Free
Rated
-
Full reviewWebsite

The short version

  • Only Totango has a free tier, so it costs nothing to try first.
  • Each has a real cost: SmartKarrot the entry Basic plan starts at $15,000 per year and includes only 5 users; Totango user interface is unintuitive and outdated, making workflows more time-consuming than necessary
  • They diverge on capability: SmartKarrot covers Customer 360, Totango covers SuccessBLOCs.

Where they differ

Only the attributes on which SmartKarrot and Totango actually diverge.

Attributes where SmartKarrot and Totango differ
AttributeSmartKarrotTotango
Starting price$499/monthFree
Free tierNoYes
Founded20182010

Identical on both: pricing model (subscription), platforms (Web), user rating (Not yet rated), category (Unknown).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in SmartKarrot

  • Customer 360
  • Playbook automation
  • Success planning
  • Touchpoints tracking
  • Slack

Only in Totango

  • SuccessBLOCs
  • Customer segments
  • Engagement campaigns
  • Success workflows
  • Zendesk

Both cover

  • Health monitoring
  • Salesforce
  • HubSpot
  • Intercom
  • Web support

What people use each for

The jobs each tool is most often brought in to do.

SmartKarrot

  • Tracking customer onboarding phases and account health for a SaaS businessnot Totango
  • Segmenting accounts and users to target customer success playsnot Totango
  • Reporting on customer success outcomes with embedded BI dashboardsnot Totango

Totango

  • Customer Successnot SmartKarrot
  • Adoptionnot SmartKarrot
  • Engagementnot SmartKarrot

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

SmartKarrot

  • The entry Basic plan starts at $15,000 per year and includes only 5 users
  • All plans are billed annually with no monthly option
  • Basic includes only 2 third party integrations, Growth 3 and Pro 4
  • Usage tracking is limited to 1 SaaS product on Growth and 3 on Pro
  • Growth, Pro and Enterprise plans are all Contact Sales with no published price
  • Basic support is email-based only, with a dedicated CSM starting at Growth
  • SmartKonversation call intelligence is a paid add-on rather than an included feature on Basic, Growth or Pro
  • SmartOps advanced AI trends is an add-on available only on the Enterprise plan
  • Additional Lite users are billed at $10 per user per month on top of the plan fee

Totango

  • User interface is unintuitive and outdated, making workflows more time-consuming than necessary
  • SuccessBLOCs are rigid and confusing to configure despite being marketed as flexible
  • Platform experiences performance issues with occasional slowness and bugs
  • Timeline view only allows searching subject lines, not full activity or note content
  • Pricing can be prohibitive for startups with uncertain immediate ROI

Pricing, plan by plan

SmartKarrot

$499/month
  • Professional$499/month
    • Health scores
    • Playbooks
    • Customer 360
  • Enterprise$1299/month
    • AI insights
    • Custom workflows
    • Advanced analytics

Totango

Free
  • StarterFree
    • Basic health scores
    • Up to 100 accounts
  • Growth$249/month
    • Unlimited accounts
    • Campaigns
    • Playbooks

Which should you pick?

Choose SmartKarrot if

  • You need customer 360.
  • You also want playbook automation.
SmartKarrot review

Choose Totango if

  • You need successblocs.
  • You want to start without paying.
  • You also want customer segments.
Totango review

Questions people ask

Is SmartKarrot or Totango better?
Neither clearly leads. SmartKarrot starts at $499/month and Totango at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, SmartKarrot or Totango?
Totango has a free tier; the other does not. Paid plans start at $499/month for SmartKarrot and Free for Totango.
Does SmartKarrot or Totango run on more platforms?
Both run on Web, so platform support will not decide this one for you.
Can I use Totango for free?
Yes. Totango has a free tier, so you can try it without paying. SmartKarrot starts at $499/month.
What is SmartKarrot best used for?
SmartKarrot is most often used for tracking customer onboarding phases and account health for a saas business, segmenting accounts and users to target customer success plays, reporting on customer success outcomes with embedded bi dashboards. Of those, tracking customer onboarding phases and account health for a saas business and segmenting accounts and users to target customer success plays are not what Totango is typically brought in for.
What can SmartKarrot do that Totango cannot?
SmartKarrot covers Customer 360, Playbook automation, Success planning, Touchpoints tracking. Totango covers SuccessBLOCs, Customer segments, Engagement campaigns, Success workflows. Both handle Health monitoring, Salesforce, HubSpot, Intercom.

Answered from the vendors’ own pages

Totango: What data sources can Totango connect to?

Totango aggregates customer data from various sources to provide a holistic view of customer health, engagement, satisfaction, and product usage. It integrates with CRM systems, product analytics, and support platforms.

Source
Totango: What is Totango's pricing model?

Totango uses revenue-oriented pricing based on customer revenue under management and value realization, rather than purely seat-based licensing. Pricing varies based on specific implementation and feature requirements.

Source
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Related pages

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