Used For

• +**Your best customers ghost you before renewal time** → Get alerts when usage drops 50% so you can reach out before they decide to leave
• +**You're guessing which accounts need attention based on gut feeling** → Health scores combine usage data, support tickets, and engagement to show actual risk
• +**Sending the same 'how's it going?' emails to everyone** → Automated campaigns trigger based on specific behaviors like login frequency or feature adoption
• +Pulls data from Salesforce, support tickets, and your app into one dashboard instead of juggling five different tools
• +Predicts churn probability using AI trained on your specific customer patterns

Best For

• >Your SaaS customers go quiet for weeks then cancel without warning
• >Tracking 200+ accounts manually and missing churn signals until it's too late
• >You know someone's about to cancel but have no system to intervene automatically

Not For

• -Solo founders or teams under 10 customers — the setup requires sending usage events from your app, which is overkill for tiny user bases
• -Companies without technical resources — you need a developer to add tracking code, even if it only takes a few minutes
• -Non-SaaS businesses — it's built around tracking app usage patterns that don't exist for physical products or services

Pairs With

• *Salesforce (where your customer data lives but lacks the usage analytics to predict churn)
• *Intercom (to actually talk to customers when Totango flags them as at-risk)
• *Zendesk (pulls support ticket volume into health scores so you know when customers are frustrated)
• *Slack (where your customer success team gets pinged about accounts needing attention)
• *Stripe (to correlate payment delays with usage drops and engagement scores)

The Catch

• !Custom pricing means 'call for quote' — no transparency on what you'll actually pay until you're deep in sales conversations
• !You're adding another tool to your stack when your team is already drowning in dashboards and notifications
• !The AI predictions are only as good as your data quality — garbage in, useless health scores out

Bottom Line

Google Analytics for customer behavior after they buy — with robot emails when usage drops.