Client Retention & Account Health

Northfield Digital — 42 Active Clients

Last Updated

Dec 15, 2024 09:42 AM

Net Revenue Retention

108%

+3.2%

At Risk Accounts

6

14% of portfolio

Avg Health Score

74

-4 pts

NPS (90-Day Avg)

62

+5 pts

SLA Compliance

91%

Across all accounts

Expansion Pipeline

$347K

12 active upsells

Account Portfolio Risk Matrix

Critical (Score <40)
At Risk (40-59)
Stable (60-79)
Healthy (80+)

Account Health Score Trend (12 Months)

NPS Trend by Tier (Rolling 90-Day)

Retainer Utilization Rate by Account (Top 8)

Churn Risk Distribution

Account Health Detail — Priority Accounts

Account Name Tier Health Score Churn Prob. SLA Compliance NPS Δ Exec Engagement Status
Vantage Logistics Enterprise 34 71% 79% -29 52 days ago Critical
Fairbrook Retail Mid-Market 52 48% 84% -18 14 days ago At Risk
Cascade Financial Enterprise 68 22% 93% +2 7 days ago Stable
Meridian Health Enterprise 87 8% 97% +12 2 days ago Healthy
Summit Technology Mid-Market 82 11% 95% +8 4 days ago Healthy
Oakwood Manufacturing Mid-Market 56 39% 87% -11 21 days ago At Risk
Pinnacle Hospitality SMB 71 18% 91% -3 9 days ago Stable
Horizon Education Mid-Market 79 14% 94% +6 5 days ago Healthy

Delivery SLA Compliance by Service Line

Client Goal Achievement Rate

Expansion Signal Index

Executive Engagement

Weekly+ 12 accounts
Bi-Weekly 18 accounts
Monthly 9 accounts
>30 Days 3 accounts

Invoice Collection

Avg Collection Days 18
<15 Days 31 accounts
15-30 Days 8 accounts
>30 Days 3 accounts