Blog · Industry
Which customers own one product and fit three. Which accounts in the territory have never had a logged touch. Which AE's book is over capacity. From the CRM and billing data you already have, reconciled to ARR.
How a SaaS revenue team checks whether its expansion pipeline covers the whitespace the account data shows: expansion opportunities per account against the account's valued whitespace, the accounts with large gaps and no open opportunity, the opportunities on accounts with no gap, the share of whitespace value under active pursuit per rep, and the identity that ties expansion pipeline to the whitespace grid.
16 Sept 20262 min readHow a SaaS finance or revenue team computes net revenue retention per signing cohort from the subscription ledger, the four movements that make it up, expansion, contraction, churn and reactivation, the identity that ties every cohort's movements back to the ARR bridge, and why a single company NRR figure hides the cohort that is quietly failing.
16 Sept 20262 min readHow a SaaS revenue team turns product usage and the contract register into a renewal risk and expansion list: active seats against contracted seats per account, the utilisation trend over the last two quarters, the accounts under a threshold with a renewal inside 120 days, the accounts at or above their seat cap, and the identity that ties the seat table to ARR.
16 Sept 20262 min readThe ten questions a SaaS chief revenue officer puts to the sales and success teams about existing customers, what is net revenue retention by cohort and which cohort broke, which accounts renew inside 120 days under their seats, is the expansion pipeline on the accounts with whitespace, which onboardings are behind the milestone that predicts renewal, what is whitespace reconciled to ARR, which accounts are over their cap, which accounts have gone untouched, what do bookings, billings and revenue each say, which deals slipped three times, and what changed, each with the table from the subscription ledger, the usage export and the CRM, and the answer to send back.
16 Sept 20262 min readHow to build the untouched accounts report from Salesforce or HubSpot activity: which accounts in each territory have had no two-way contact in the window, ranked by ARR and renewal date, per AE and CSM, with the capacity check that turns it from a list into a plan.
16 Sept 20263 min readHow a SaaS customer success team finds the onboarding milestone that most separates renewed from churned accounts, from the usage export, the onboarding log and the renewal outcomes: days to each milestone per account, first-renewal retention by whether and when the milestone was reached, the milestone with the largest separation, the accounts in onboarding now that are past its typical day without reaching it, and the honest statement that it is an association.
16 Sept 20263 min readHow a SaaS company turns the hand-coloured whitespace spreadsheet into a computed, valued list per account: fit from what similar customers own, the gap at list price, untouched accounts from CRM activity, AE capacity, and the reconciliation to ARR.
16 Sept 20263 min readHow SaaS companies should choose analytics software: start from the questions, check the data you hold, ask vendors ten questions, avoid the traps.
24 Sept 20264 min readThe ten customer base KPIs a B2B SaaS company should run on, each with its formula, the export it comes from and what it tells you: net revenue retention by cohort, gross revenue retention, seat utilisation before renewal, whitespace reconciled to ARR, expansion pipeline against whitespace, untouched accounts by ARR, time to value, renewal calendar coverage, expansion by source, and ARR concentration. Also the three measures most SaaS teams miss, the figures to drop, the identities, and who owns what.
17 Sept 20264 min readThe honest answer to what net revenue retention a company should have: the widely quoted 100 percent floor and 120 percent aspiration are SaaS investor figures that depend on segment, contract structure and what is counted as expansion. This page gives the ranges by segment, the three measurable things that set the right figure for one base, the cohort, the gross retention underneath, and the expansion source, and the table to compute before anyone quotes a percentage.
17 Sept 20263 min readThe honest answer to what share of contracted seats or licences should be in use: the 70 to 85 percent figures quoted depend on what active means, on the time since the contract started, and on how use is spread across the account, because a customer at 80 percent with all use in one team is a different renewal from one at 60 percent spread across five. This page gives the ranges, the three measurable things that set the right figure for one base, and the table to compute before anyone quotes a percentage.
17 Sept 20263 min readAccount whitespace analytics for SaaS companies.
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