Monthly NRR reporting
This is a monthly overview to give you insight into the main metrics for Customer Success, how we are tracking towards the goals we've set for them, and some learnings and actions we will take based on the performance of this month.
Monthly Retention Rate → Goal > X%
The monthly retention rate shows us how we are able to grow our business from our existing customers. It is calculated like this (where in the formula MRR is Monthly Recurring Revenue):
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Results:
Key insights:
Upsell, Downgrades & Churn
To hit our monthly retention goal we need to manage Upsell, Downgrades, and Churn. We've set goals for all the different buckets, to make sure things are well-balanced, but the most important thing is to hit the overall retention goal, the metrics below can slightly vary.
Upsell → Goal > X%
Results:
Add a chart with the results of the last 6-12 months
Key insights:
Here you can add some key insights on what contributed to the results. E.g. what were the biggest upsell opportunities we closed last month, why/how did these upsells happen, and are there any trends that we are seeing? How are we driving upsell and are our actions giving us the right results?
Downgrades → Goal < X%
Results:
Add a chart with the results of the last 6-12 months
Key insights:
Here you can add some key insights on what contributed to the results. E.g. what were the biggest downgrades, why/how did these downgrades happen, and are there any trends that we are seeing? How are we mitigating downgrades and are our actions giving us the right results?
Churn → Goal < X%
Results:
Add a chart with the results of the last 6-12 months
Key insights:
Here you can add some key insights on what contributed to the results. E.g. what were the biggest churns, why/how did these churns happen, and are there any trends that we are seeing? How are we mitigating churn and are our actions giving us the right results?
Next actions
Here you can sum up what we've learned from the results this month and how this is going to influence our actions. Are there any changes in strategy? Any new campaigns or experiments we would like to run? Or do we have any asks for other departments?