Retention Overview

Summary

The following charts are available in the Retention Overview dashboard:

Membership Revenue, Net Growth

A monthly outline of how the net growth of your membership revenue, broken down by New, Expansion, Contraction, and Lost.

membership revenue net growth.png

  • New Membership Revenue - membership revenue from new customers or customers that signed up with you again at least a month after canceling.
  • Expansion Membership Revenue - the membership revenue that expanded because of existing customers paying more than they were paying the month before.
  • Contraction Memberships Revenue -> the membership revenue that contracted because of existing customers paying less than they were paying the month before.
  • Lost Membership Revenue - the membership revenue lost from customers that left during the respective month.

Have in mind that the Membership Revenue visualized on this graph is not prorated on purpose. The idea is to show you a realistic idea of each category breakdown. For example, if you have a company starting mid-month and we prorate it, we might mislead you that the New revenue is significantly lower this month, but that the Expansion revenue next month is significantly higher.

Customers, Net Growth

A monthly outline of the net growth of your customers, broken down by New and Lost.

customers net growth.png

  • New Customers - The number of new customers or customers that signed up with you again at least a month after canceling. The customer count is comprised of both companies and/or individual members (i.e. members without a company).
  • Lost Customers - The number of customers that left during the current month. The customer count is comprised of both companies and/or individual members (i.e. members without a company).

Scorecards

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  • Avg. Monthly Value - the Avg. LTV (Lifetime Value) divided by the Avg. Length of Stay.

  • Avg. LTV (Lifetime Value) - the all-time membership revenue generated from active customers to date divided by the all-time number of customers that had an active membership to date. Please have in mind, that this KPI aggregates the revenue from all types of services.

  • Avg. Length of Stay in Months - considering the start date of the first membership of a customer and the end date of their last membership (or the current date if the respective membership is still active), we estimate that number in months for your whole customer base and divide it by the number of customers that had (or currently have) an active membership.

  • New Customers This Month - the same calculation as described in New Customers above, but the number is static and represents the current month (regardless of the filters applied).

  • Lost Customers This Month - the same calculation as described in Lost Customers above, but the number is static and represents the current month (regardless of the filters applied).

  • Active Customers this Month - the total number of active customers for the current month (regardless of the filters applied).
Additional options such as filtering, expanded views, and data export are available as well. Click here to learn more.
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