Insights

the place where you visualize your data through default reports and custom graphics and tables 1\ getting started with reports pre built reports that facilitate the reporting of customer success kpis available reports team performance revenue retention churn cohort analysis cashflow forecasting custify tip in order for the financial reports to be correctly generated, make sure you select the right main currency, mrr attribute and next billing date attributes under general settings team performance this pre built report provides more insight into the team’s activity and performance to help csms and cs leaders understand the scope and impact of the team’s work the first report section displays a summary of the team’s overall activity on a customizable timeframe tasks total number of tasks closed on time/overdue for the given period emails total number of emails sent in the given time period, split by type — automated (sent through https //kb custify com/playbooks ) or manual (sent from the https //kb custify com/customer 360 profile ) notes top 3 most used tags in the given time period csm overall rating average csm rating value and how it evolved in the given time period custify tip the time frame selected at the top of the page applies to the calculation of all widgets in the report after reviewing the totals, you can take a closer look at the activities per custify user team performance can be broken down by csm or account manager when you select the desired category, the chart is recalculated based on the metrics for the companies to which the users are assigned as csms/account managers for example, if a user is assigned 10 customers as csm and 0 customers as account manager, the value 0 will be displayed under the account manager filter (0 assigned companies, 0 managed mrr, etc ) team performance details can be displayed for custom roles as well this provides comprehensive insights into team workload and customer health for each role, including onboarding managers, enterprise csms, implementation specialists and others for the custom roles to show in the list, an admin has to select the roles that should be displayed under settings general reporting custom assignments the data in the table will be computed from the moment the reporting was enabled for custom assignments too custify tip the table shows the performance of all custify users, except for the default view only roles the option to select the roles to display in the team performance breakdown table will be added in the future the team performance metrics available in the table are ghs evolution of the https //kb custify com/health scores for the customers the user is assigned to csm rating average of the csm rating for the customers the user is assigned to; open total number of tasks open, split by status closed tasks total number of tasks closed, split by status notes total number of notes taken using the top 3 most used tags manual emails total number of emails sent manually (from the customer 360° profile) promoter score displays the evolution of the promoter score for the customers the user is assigned to the values are calculated every day, and the numbers are actionable, so you can click on each metric and observe how it evolved over time revenue this pre built report provides more insight into your business’ financial performance and helps you make informed strategic decisions the first report section returns the mrr evolution overview for the last 12 months formula current mrr = new mrr + expansion mrr + existing mrr – churn mrr – contraction mrr the evolution bars are clickable, so you can observe which companies have increased their mrr, which have remained constant, and which have decreased or lost mrr the second section of the report shows more details about renewals, existing clients, and the current mrr renewals by ghs global health score distribution for customers renewing in the next 30 days (based on global health score and next billing date) renewals by csm csm rating distribution for customers renewing in the next 30 days (based on csm rating and next billing date) customers total number of paying customers renewing in the selected time period (based on mrr attribute – mrr>0) total mrr total mrr evolution in the last 30 days (based on mrr attribute value) the third report section provides details about latest mrr movements (based on mrr attribute evolution); renewals by ghs (based on global health score and next billing date); renewals by csm (based on csm rating and next billing date) retention this pre built report provides more insights into customer retention kpis and helps you understand what mrr your company has retained month over month the report contains two sections retention rate and retention breakdown retention rate the graph can be filtered by net retention rate or gross retention rate the gross retention rate measures the percentage of the monthly recurring revenue (mrr) you retain each month after subtracting the impact of churn or downgrades, but not the impact of upgrades the net retention rate is very similar to the gross retention rate, but it is factoring in the mrr coming from upsells average net retention rate = average of nrr per month average gross retention rate = average of monthly grr retention breakdown the retention breakdown table returns the retention details for a fixed amount of time (6 months) expansions (mrr end of month – mrr start of month) > 0 contractions (mrr end of month – mrr start of month) < 0 churn lost mrr net total expansions – contractions – churn (mrr) gross total contractions + churn (mrr) net retention rate ​​((initial mrr + expansion – lost – contraction) / initial) 100 gross retention rate ((initial mrr – lost – contraction) / initial) 100 customers retention rate ((initial number of customers + number of expansion movements – number of lost movements – number of contraction movements) / initial number of customers) 100 churn this pre built report provides more insights into churn kpis and helps you understand the big picture of your company’s churn trends the report is based on two main metrics revenue churn and customer churn revenue churn the graph contains a split per month (for the last 12 months) with details about revenue churn (mrr churn) and revenue churn rate the numbers on top of the graph display the aggregated churn numbers for the last 12 months revenue churn = sum of monthly mrr churn in the last 12 months revenue churn rate = \[1 – (1 – average monthly churn rate / 100) ^ 12] 100 ^ 12 meaning ‘to the power of 12’ the detailed graphic describes the numbers per month monthly mrr churn = mrr end of month – initial mrr (at the start of the month) monthly mrr churn rate = lost mrr 100 / initial mrr (at the start of the month) the initial mrr value for each month = mrr value at the end of the previous month customer churn the graph contains a split per month (for the last 12 months) with details about logo churn (number of customers lost) and logo churn rate the numbers on top of the graph display the aggregated churn numbers for the last 12 months customer churn = sum of monthly logo churn in the last 12 months customer churn rate = \[1 – (1 – average monthly logo churn rate / 100] ^ 12) 100 ^ 12 meaning ‘to the power of 12’ the detailed graphic describes the numbers per month monthly logo churn = number of paying customers at the end of month – number of paying customers at the start of the month monthly logo churn rate = number of lost customers 100 / number of paying customers at the start of the month cusitfy tip a customer is considered churned when mrr drops to 0 if the mrr attribute is greater than 0, the customer is considered a paying customer in both situations, the widget bars are clickable, so you can see the customers who churned per month, and what was the corresponding mrr lost top churn reasons the third widget displays the top churn reasons in a customizable chart (you can choose the time frame and chart type) the top churn reasons chart is based on the default churn reason dropdown attribute and churned at attribute cohort analysis the cohort analysis report is a powerful tool that shows how the monthly new customer cohorts evolve over a 12 month timeframe the graph shows the evolution for a 12 month rolling window, the month from the last row being the month before the current date (e g we are in march 2023, so the last shown month will be february 2023; the cohort analysis will start with march 2022) the monthly cohorts represent the new customers that signed up in that specific month ( mrr > 0 , the mrr attribute being selected under settings – general) the cohort evolution shows how much revenue or how many customers are retained, compared to the initial values available filters revenue vs customers choose if the graph should show revenue numbers or the number of customers for each month % of total this calculates the percentage of retained revenue/logos for each month, compared to the initial value (e g if we had 10 new customers in march 2022, and there are 8 customers retained from the initial batch in april and also 8 in may, the values for april and may will be 80% ); % of previous this calculates the percentage of retained revenue/logos for each month, compared to the previous month value (e g if we had 10 new customers in march 2022, and you 8 of them are still paying customers in april and only 6 in may, the value for april will be 80% and the value for may will be 75% – as you have fewer customers in may than you had in april) total value absolute values for mrr / number of customers retained each month the value column shows the details about the initial customer cohort (the column values are clickable, so you can see which customers are in each cohort, together with their mrr and other attributes) when expanding (clicking) on the monthly details for each cohort, you will get details about the remaining paying customers from the initial cohort on that specific month e g the value field for march 2022 will show who are the customers who signed up in march 2022, then the details for each month for the march 2022 cohort will display the list of customers who were still paying during the year if a customer churns in may, he will not show in the details when clicking on month 2 the increases and decreases are highlighted through different shades of blue (dark blue means 100% increase or more, while light blue indicates decreases) cashflow forecasting the cash flow forecasting report is a powerful tool that provides valuable insights into your company’s financial future by predicting its cash inflows it helps in making informed decisions regarding investments, expenses, and financial planning the cashflow forecast graph displays the future renewals for a rolling 12 month period the graph can be customized to display renewals split by either renewal count or renewal incoming revenue additionally, there are options available to split the renewals by csm rating or global health score, which can help highlight renewal risk the graph includes sections for low risk, medium risk, and high risk renewals, as well as an “unknown” section for customers without a global health score or csm rating by using this graph, you can get a better understanding of your future cash flow and identify areas where you may need to focus on reducing renewal risk the chart bars are clickable, so you can easily see the customers that will renew each month, and you can even open the filtered view to analyze it directly in the https //kb custify com/customer list view the next two widgets, renewal frequency and plans show the upcoming renewals split by payment frequency and by plan observation for renewal frequency, the graph can be split by renewal count and by renewal incoming revenue for renewal count, we take into consideration all renewing subscriptions for example, if you have 10 customers renewing in the next months, but two of them have 2 subscriptions, the renewal count will show be 12 (12 renewing subscriptions) the last section of the report details the upcoming renewals for the next 30 days you can see details about low/medium/high risk renewals split by global health score or csm rating, and you can also access the details behind the report in the customer list view, for you to be able to apply more filters/to sort the table observation for the graph to be correctly populated, make sure you select the correct attributes under settings – general – revenue for cashflow forecasting we use by default the data coming from financial subscriptions (imported from stripe, chargebee or recurly) we extract the next billing amount and the billing frequency per subscription for the situation where you don’t have a financial integration enabled, there is an option to manually select the attributes that will be used to populate the report 2\ getting started with dashboards with its powerful business intelligence engine, custify lets you build your dashboards with the customer success metrics that matter to you either you decide to have different dashboards for each csm and allow them to define their most relevant widgets, or you just want to have general dashboards for product usage, revenue data or csm performance, you can create an unlimited number of dashboards and have quick reports of your customers’ health tracking health scores or just need a lifecycle progress overview? custify provides custom dashboards to easily oversee your most important customer success metrics break down widgets by health score per segment, lifecycle progress and even by playbook evolution and engagement adapt them to segments or just per client defining dashboards start organizing your dashboard by adding rows choose the desired layout option, layout distribution and also the row height, depending on your needs drag & drop widgets/rows to rearrange the page anytime widgets enable you to add layout components available types of widgets csm performance health score distribution health score evolution segment evolution lifecycle evolution lifecycle status playbook evolution companies data/evolution net recurring revenue csm performance observe the impact of the csms on the customers’ health the widget automatically breaks down specific kpis (health metrics or lifecycles) by the assigned csm in the example above, the widget will display the global health score for all the companies, split by the csm assigned the score thresholds (bad average good) come from the kpi setup you can also choose to exclude customers that don’t have a csm assigned by checking the exclude “unassigned” option health score distribution vs health score evolution choose how you want to display a health score in your graphics the health score distribution shows a snapshot of that health score, while the health score evolution lets you select a timeframe for which you want to see how that score has evolved the health score data can be also restricted to specific segments if you choose to filter and display it only for people who meet specific criteria observation you can add multiple segments in the restrict to segment field this will calculate the widget for customers who are in a segment or in another (the logical operator is or, not and) the health score distribution is a clickable widget – click on the numbers and you will be redirected to the companies’ list from each category (bad – average – good) segment evolution simply display the segment evolution by selecting a specific segment, a timeframe, and the preferred grouping (daily/weekly/monthly) the example above will return the evolution of the all companies segment (that contains all the active paying accounts), so you will know how many new paying accounts were added in the last quarter (marked in green) and how many customers left this segment, so are not your customers anymore (marked in yellow, but you can also mark them as red) churned customers can also be displayed as segment evolution use the custify default segment, churn, and display the new additions to this segment in red, to have a better view of how many customers churned for a given period of time lifecycle status vs lifecycle evolution visualize your customers’ lifecycles using graphics you can either display the lifecycle status (current number of customers on track/behind/stuck), or the lifecycle evolution (how many were on track/behind/stuck during a certain period of time) playbook evolution observe the evolution of a playbook during a period of time the graphic will show how many times the playbook was started (when someone has entered the trigger segment), completed, or exited (if you set up an exit trigger) companies data/evolution customize your dashboards based on the events, attributes, and metrics you send step 1 choose the chart type step 2 restrict the widget to a certain segment (optional), select a time frame the widget will be calculated for, then select a function that will be applied to a specific event/attribute for example, below is how you can count your total open tasks you can also use different formulas to play with data and display it split by attributes, health scores or by custom buckets let’s say you want to display the sum of active users in the last 30 days , split by the plan attribute, you’ll do the setup below by choosing custom buckets instead of the attributes split, you can display values split by intervals you define taking the example above, let’s say you want to display the sum of active users in the last 30 days , but you want to split it into two custom intervals, one with values from 0 to 20, one with values from 20 to 100 the chart will look like this count companies ‘count companies’ will be available only when you select ‘now’ as a time frame it allows you to display the total number of companies split by specific attributes e g count of companies split by plan net recurring revenue easily observe your net recurring revenue by building a graphic that will automatically calculate the new revenue, the expansions, the contractions and the lost amounts all you have to do is select the mrr attribute and the timeframe you want to display the mrr evolution for, then the widget will automatically return the number of customers in each category (new, expansions, contractions and lost) new total amount generated by new paying customers (started with mrr 0 at the beginning of the month and had the mrr greater than 0 by the end of the month) expansion total amount generated by customers with an increased mrr at the end of the month compared with the beginning of the month contraction negative value showing the total amount lost, coming from customers with a decreased mrr at the end of the month compared with the beginning of the month lost negative value showing the total amount lost, coming from lost customers (started with mrr greater than 0 at the beginning of the month and had the mrr = 0 by the end of the month) tasks, notes and meetings with the ability to report on tasks, meetings, and notes in custify’s custom dashboards, you can gain actionable insights into task management, customer meetings, and notes, helping customer success teams make data driven decisions and stay on top of their workflows to configure the widget, choose first a relevant metric for the entity type tasks count of tasks, with status filters like open, completed, or overdue meetings count of meetings or total meeting duration (displayed in hh format) notes count of notes, with the option to include only manual notes filters restrict data by company segments, tags, or other relevant parameters timeframe define a reporting period for open tasks, a "now" timeframe option is available to show real time data display mode choose between total counts (donut chart), progress over time (bar chart), or both grouping & splitting split the data by status (e g , open vs completed for tasks), organizer (for meetings), author (for notes), or by tags save and visualize once your widget is configured, save it to see real time insights displayed in your dashboard observation all the widgets that are based on timeframe now are actionable you can click on any widget on your dashboard that’s using the timeframe now setting and be automatically redirected to the filtered data behind that dashboard managing dashboards duplicate dashboards duplicate dashboards and save time when you want to have the same dashboard structure, but use different filtering options (like for example one dashboard for each csm) you changed your mind and some of the dashboards you created are not needed? keep your dashboards’ list clean by deleting unnecessary dashboards share kpis with your team make your customer success reports available for anyone in your organization want everyone on the same page? share your preferred dashboards with them use the export as pdf option and obtain a pdf file that you can further use for team meetings, or as preparation for your presentations or simply export the most relevant widgets as images