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Understanding Customer Success Metrics
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Month 1 (Start)Month 2Month 3Month 4Month 5Month 6Month 7Month 8Month 9Month 10Month 11Month 12 (End)DiffNPS SurveyTypeNotes
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Customer 1$152,383$152,383$152,383$152,383$152,383$152,383$152,383$152,383$152,383$152,383$152,383$152,383$0Renewed
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Customer 2$143,920$143,920$143,920$143,920$165,508$165,508$165,508$165,508$165,508$165,508$165,508$165,508$21,58810UpsellUpgraded contract from Premium A to Premium B
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Customer 3$130,280$130,280$130,280$130,280$130,280$130,280$130,280$130,280$130,280$130,280$130,280$130,280$0Renewed
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Customer 4$145,278$145,278$145,278$145,278$145,278$174,334$174,334$174,334$174,334$174,334$174,334$191,767$46,4898ExpansionAdditional licenses month 6, month 12
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Customer 5$121,559$121,559$121,559$121,559$109,403$109,403$109,403$109,403$109,403$109,403$109,403$109,403-$12,156
Contraction
Closed one location in NY (10% less licenses)
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Customer 6$143,572$143,572$143,572$143,572$143,572$143,572$143,572$143,572$165,108$165,108$165,108$165,108$21,5369Upsell
API for meeting spaces added (new feature), month 9
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Customer 7$149,146$149,146$149,146$149,146$149,146$149,146$149,146$149,146$149,146$149,146$149,146$149,146$010Renewed
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Customer 8$157,688$157,688$157,688$157,688$157,688$157,688$157,688$157,688$157,688$157,688$157,688$157,688$0Renewed
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Customer 9$130,716$130,716$130,716$130,716$130,716$130,716$130,716$130,716$130,716$130,716$130,716$0-$130,7163Churn: Bad fit customer.
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Customer 10$158,975$158,975$158,975$158,975$158,975$158,975$158,975$158,975$158,975$158,975$158,975$158,975$0Renewed
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Customer 11$102,093$102,093$102,093$102,093$102,093$102,093$102,093$102,093$102,093$102,093$102,093$102,093$010Renewed
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Customer 12$108,989$108,989$108,989$108,989$108,989$108,989$108,989$108,989$108,989$125,337$125,337$125,337$16,348UpsellAdditional funcionality added
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Customer 13$137,883$137,883$137,883$137,883$137,883$137,883$137,883$137,883$137,883$137,883$137,883$137,883$0Renewed
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Customer 14$125,417$125,417$125,417$125,417$163,042$163,042$163,042$163,042$163,042$179,346$179,346$179,346$53,92910ExpansionPOC validated, expansions to other locations
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Customer 15$117,914$117,914$117,914$117,914$117,914$117,914$117,914$117,914$117,914$117,914$117,914$117,914$06Renewed
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Total customers
151515151515151515151514-1
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Total ARR$2,025,813$2,025,813$2,025,813$2,025,813$2,072,870$2,101,926$2,101,926$2,101,926$2,123,462$2,156,114$2,156,114$2,042,832$17,019
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Avg ARR$135,054$135,054$135,054$135,054$138,191$140,128$140,128$140,128$141,564$143,741$143,741$136,189138,669
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MoM0.00%0.00%0.00%2.32%1.40%0.00%0.00%1.02%1.54%0.00%-5.25%
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Starting ARR$2,025,813Logo Retention:93.33%
What if No Churn?
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ARR month 12$2,042,832Gross Revenue Retention (GRR)92.95%Logo Retention:100%
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Total Upsell ARR
$159,890Net Revenue Retention (NRR)100.84%Gross Revenue Retention:99%
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Churn + Contrac
-$142,872Net Revenue Retention:107%
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NPS calculation
Total%
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Total Promoters
571%
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Total Detractors
229%
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Total Responses
7100%
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NPS43%
NPS = (%Promoters - % Detractors)
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