Retention, Expansion & Customer Health
Customer Success Dashboard
The CS dashboard focuses on what happens after the sale. It measures whether customers are healthy, renewing, and growing -- the three pillars that drive net revenue retention.
Retention
Are customers staying, and how much revenue is being retained?
- Churn RateMetric
The percentage of customers (logo churn) or revenue (revenue churn) lost in a given period.
- Renewal RateMetric
The percentage of contracts that renew at the end of their term. Can be measured by logo count or dollar value.
- Gross Revenue Retention (GRR)Metric
The percentage of recurring revenue retained from existing customers excluding expansion. Measures pure churn and contraction.
- Logo Retention RateMetric
The percentage of customer accounts retained over a period, regardless of revenue changes within those accounts. Measures the breadth of churn independent of deal size.
Growth
Are existing customers expanding their usage and spend?
- Net Revenue Retention (NRR)Metric
The percentage of recurring revenue retained from existing customers after accounting for churn, contraction, and expansion. Above 100% means expansion outpaces churn.
- Net Dollar Retention (NDR)Metric
The total revenue from a cohort of customers at the end of a period compared to the start, including expansion, contraction, and churn. Functionally equivalent to NRR, often used interchangeably.
- Expansion RevenueMetric
Revenue growth from existing customers through upsells, cross-sells, seat additions, and usage increases. Expansion revenue is the engine behind net revenue retention above 100%. Companies with strong expansion motions can grow even with moderate new logo acquisition because existing customers spend more over time.
- LTV (Customer Lifetime Value)Metric
The total revenue a business expects to earn from a customer over the entire relationship. Often expressed as LTV:CAC ratio (3:1+ is healthy).
Customer Health
How healthy are customers, and how quickly are they reaching value?
- Customer Health ScoreConcept
A composite metric combining product usage, support tickets, NPS, engagement frequency, and contract data to predict a customer's likelihood to renew or churn.
- NPS (Net Promoter Score)Metric
A customer satisfaction metric that measures how likely customers are to recommend your product to others, scored from -100 to +100. Calculated by subtracting the percentage of detractors (0-6 rating) from the percentage of promoters (9-10 rating). NPS is a leading indicator of retention, expansion, and referral potential.
- Time-to-Value (TTV)Metric
How quickly a new customer reaches their first meaningful outcome after signing. Shorter TTV correlates with higher retention and expansion.
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