1. Order Management
  2. SaaS Metric Reporting
  3. Subscription Metrics
  4. Working with the Subscription Metrics Dashboards
  5. Working with the Retention Metrics Dashboard

Working with the Retention Metrics Dashboard

The Retention Metrics Dashboard shows you revenue changes across new, expansion, contraction, and churned customers. The dashboard provides several visualizations of retention metrics data. You can use these visualizations to identify cohort behaviors, retention patterns over time, and early churn signals.

You can use the portlets in the Retention Dashboard to monitor and analyze retention data. With this data, you can identify at-risk customers, understand churn patterns, and implement effective retention strategies.

For rate-based KPIs, when the denominator is zero, the dashboard displays N/A, not 0%) A 0% value is shown only when the denominator is valid and the numerator is zero.

Key Terms and Definitions

Review the following table for key terms and their definitions.

Term

Definition

Cohort

In Subscription Metrics, cohort refers to customers or users grouped according to the month they started their subscriptions.

Important:

Future-dated transactions are currently being grouped to the current month cohort group.

Churn

Churn is the number of subscribers a subscription business loses in a specific period.

Note:

For customers with multiple subsidiaries that have contracts that end in different months across different subsidiaries, churn is currently not captured as expected.

Logo

A logo is a unique customer or company that has signed a subscription.

Using Current and Committed Views in Retention Dashboard

Subscription businesses need two complementary perspectives to understand performance: what is active today, and what is contractually expected next. In Subscription Metrics, these are represented as Current (MRR/ARR) and Committed (CMRR/CARR) views.

To facilitate CMRR and CARR reporting, MRR reports are adjusted with commitments of orders and subscriptions that have not been activated yet. For committed retention metrics, the date is based on the committed date rather than the start date or churn/downsell date.

  • New business from subscriptions, invoices, or sales orders from the point of commitment rather than subscription start date.

  • Upsells/Expansions from the point of commitment rather than the start date of the upsell.

  • Churn/Downsells from the point of commitment rather than churn or downsell date.

To switch between current and committed views:

  1. In the Retention Dashboard, click the Metric filter.

  2. Select the metric you want to use.

    • Current - MRR or ARR

    • Committed - CMRR or CARR.

  3. Click Apply Filters.

In committed view, the following portlets use Committed Monthly Recurring Revenue (CMRR) and Committed Annual Recurring Revenue (CARR):

  • KPI Scorecard (revenue-based retention/churn KPIs)

  • Gross and Net Revenue Retention trend

  • Churn Rate trend

  • Churn by Item

  • Net Retention by Customer table

  • Renewal Rate trend (revenue line)

  • Renewal Rate by Item

Note:

For Gross and Net Revenue Retention, the beginning balance of CMRR beginning balance is from first period of the selected range. Downsell and churn are aggregated across all periods in the selected month, quarter, or year.

General Notices