Financial Gross Revenue Retention Starting ARR Downsell Churn

Financial Ø Gross Revenue Retention % Ø (Starting ARR – Downsell – Churn) / Starting ARR Ø Net Revenue Retention % Ø (Starting ARR – Downsell – Churn + Expansion) / Starting ARR Ø Net Revenue Churn % Ø (Downsell + Churn – Expansion) / Starting ARR Ø Customer Churn % Ø Customers Churned / Customers Ø Gross Renewal % Ø (Renewed ARR – Downsell – Churn) / Renewable ARR Ø Net Renewal % Health Ø Product Usage Ø Total Unique Users Today / Total Unique Users over 30 days Ø Product Adoption – Stickiness Ø Value Features Used / Total Features Ø Customer Engagement Ø Days Since Last Touch; # Customer Touches; Avg Freq. of Interaxn Ø Customer Pulse Ø CSM Feedback measured in Stoplight coding Ø NPS Ø % of Promoters (9 -10) / % Detractors (1 -6) Ø (Renewed ARR – Downsell – Churn + Expansion) / Renewable ARR Ø Quick Ratio Ø (New ARR + Expansion ARR) / (Downsell ARR + Churn ARR) Usage Ø Qtrly Gross Renewal % Ø Product Usage Ø Product Adoption Ø License Utilization Rate Ø Qtrly Expansion Revenue Ø Time Spent In-Product Ø Net Revenue Retention Ø Outcomes Achieved Ø AVG On-Boarding Time Ø AVG Time First Value Ø Top Features Used Team Ø (Renewed ARR – Downsell – Churn) / Renewable ARR Ø Total Expansion Revenue by Qtr Ø (Starting ARR + Expansion) – Downsell – Churn / Starting ARR Ø Active Seats / Total Seats Ø # of Min / User; # of Min / Customer; Good Min vs. Bad Min Ø Total # of Pre-Determined Outcomes Achieved, Milestones Met Ø Rank Top Features; Are Top Features used more Freq. Than Others