Customer Health Dashboard

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Customer Health Dashboard

Understanding customer retention and churn is critical for subscription-based businesses. Below is a detailed description of each KPI to help you monitor and optimize these vital metrics.

1. Customer Retention Rate (CRR)

Definition:

CRR measures the percentage of customers retained over a specific period, reflecting your ability to keep customers engaged and loyal.

Formula: $C R R = \frac{(C u s t o m e r s a t E n d o f P e r i o d - N e w C u s t o m e r s A c q u i r e d)}{C u s t o m e r s a t S t a r t o f P e r i o d} \times 100$

2. Net Revenue Retention (NRR)

Definition:

NRR measures the percentage of recurring revenue retained from existing customers, factoring in upgrades, downgrades, and churn.

Formula: $N R R = \frac{C u r r e n t M R R f r o m E x i s t i n g C u s t o m e r s}{P r e v i o u s M R R f r o m S a m e C u s t o m e r s} x 100$

3. Subscriptions Churn Rate

Definition:

Churn Rate is the percentage of customers or subscriptions lost during a specific period.

Formula: $C h u r n R a t e = \frac{C u s t o m e r s L o s t D u r i n g P e r i o d}{C u s t o m e r s a t S t a r t o f P e r i o d} x 100$

5. Chargeable Subscription Churn

Definition:

This metric tracks the total number of chargeable subscriptions that were canceled or lost during a specific period.

6. Chargeable Subscription Churn Rate

Definition:

This is the percentage of chargeable subscriptions canceled or lost during a specific period.

Formula: $C h a r g e a b l e S u b s c r i p t i o n C h u r n R a t e = \frac{C h a r g e a b l e S u b s c r i p t i o n s L o s t}{T o t a l C h a r g e a b l e S u b s c r i p t i o n s a t S t a r t o f P e r i o d} x 100$

7. Total Scheduled Cancellations

Definition:

This metric counts the number of chargeable subscriptions scheduled for cancellation in the future.

Formula: $T o t a l S c h e d u l e d C a n c e l l a t i o n s = N u m b e r o f C h a r g e a b l e S u b s c r i p t i o n s s c h e d u l e d f o r c a n c e l l a t i o n$

8. Churned Subscribers

Definition:

Churned Subscribers represent the total number of customers who have canceled their subscriptions within a specific period.

Formula:

$C h u r n e d S u b s c r i b e r s = T o t a l n u m b e r o f c u s t o m e r s w h o h a v e c a n c e l l e d t h e i r s u b s c r i p t i o n s w i t h i n a s p e c i f i c p e r i o d$

In this section:

Welcome to our Billwerk+ Optimize Help Center

Customer Health Dashboard

1. Customer Retention Rate (CRR)

2. Net Revenue Retention (NRR)

3. Subscriptions Churn Rate

5. Chargeable Subscription Churn

6. Chargeable Subscription Churn Rate

7. Total Scheduled Cancellations

8. Churned Subscribers

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