Customer Experience Dashboard

Loyalty, Retention & Lifecycle Value Analytics

Last updated: Today, 9:47 AM PST

Gross Revenue Retention

93.8%

-1.2pp

Enterprise GRR

97.2%

+0.8pp

Logo Retention

91.3%

-2.1pp

Gap: -2.5pp

At-Risk Accounts

127

-18

Health score <50

Save Rate (MTD)

54.3%

+6.2pp

From 71 interventions

Forecast Accuracy

96.4%

+2.1pp

Within ±5% target

Revenue-Weighted Retention by Customer Tier

Engagement Health Score Distribution

Lifecycle Stage Retention Cliff

Save Rate by Intervention Type

Cohort Survival by Acquisition Source (24-month)

Top At-Risk Accounts by ARR Impact

Account	ARR	Health Score	30d Trend	Lifecycle Stage	Days to Renewal	Intervention
GlobalTech Industries	$247K	42	-14	Maturation (M18)	47	Exec call scheduled
Meridian Systems	$189K	38	-19	Adoption (M5)	134	Training session
Apex Solutions LLC	$156K	47	-11	Habit (M9)	23	CSM outreach done
BlueSky Enterprises	$134K	41	-16	Loyalty (M28)	89	None yet
Quantum Analytics	$112K	49	-12	Activation (M2)	312	Feature fast-track
Pinnacle Group	$98K	44	-8	Maturation (M15)	61	CSM outreach
DataFlow Inc	$87K	46	-13	Habit (M11)	178	None yet
Zenith Consulting	$76K	39	-17	Adoption (M6)	41	Commercial review

Strategic Insights

Logo vs Revenue Divergence Alert

The 2.5pp gap between logo retention (91.3%) and revenue retention (93.8%) indicates churn is concentrated in SMB tier. However, this is healthy — Enterprise retention exceeds target at 97.2%.

Lifecycle Cliff at Month 4-6

Adoption stage shows 8.2% churn versus 2.1% baseline. Recommend deploying product training interventions at Month 3 mark to bridge habit formation gap.

CSM Outreach Outperforms Discounts

Proactive CSM engagement saves 52% of at-risk accounts versus 41% save rate from commercial concessions. Higher-touch, non-discount interventions yield better ROI.

Partner Referral Cohorts Most Durable

24-month survival for partner-sourced accounts is 90% versus 71% for paid acquisition. Consider reallocating marketing spend toward partner channel expansion.