Renewal and retention watch
Covirage puts every contract on a calendar by the month it ends, and sets beside each one what the customer has actually been doing: usage against what was bought, orders against their own pattern, service contacts, and when anyone last spoke to them. The renewals that need a conversation rise to the top months before the notice date.
A renewal rate is a score at the end. What can be acted on is earlier: seats going unused, orders slowing against the customer's own pattern, tickets stopping, a contact leaving, a contract signed by a predecessor that nobody has in view. Each is in a file the business already has.
Contract value ending per month and per owner, with the notice date and whether a conversation has been logged.
Usage against the curve for the contract's age, order pattern, service contact pattern and contact recency, each against the account's own history.
Renewal rate by count and by value with a stated grace window, net and gross revenue retention by cohort, and the movements that must add up.
Three steps, in this order.
The contract register with end dates, billing by customer, and whichever of usage, tickets and activity you hold. Client IDs only.
The grace window, what counts as active use, and the contact cadence per tier. Stated on every table.
A ranked list per owner of renewals needing a conversation, and the retention tables for the board.
Short answers. The Help center has the long ones.
Yes. Service contracts, framework agreements, rate agreements and insurance placements all have end dates. Where there is no contract at all, account coverage and dormancy do the same job from order dates.
Renewal counts contracts that were due and renewed. Retention counts customers or revenue across a period whether or not anything was due. Both are reported, and labeled.
On most bases the first measurable signal appears four to nine months before the revenue is gone. The calendar looks twelve months ahead for that reason.
Written for this job: the measures, the data you already hold, and the arithmetic.
Read a Google Analytics cohort report using fixed membership, return events, and complete observation periods. Work the exported user counts and revenue in a spreadsheet, then check the totals before comparing acquisition periods.
Oct 22, 20265 min readCompare telecom account exits and line losses from prepared customer summaries. Use a worked business-account example, exact spreadsheet formulas, and checks by plan, tenure, and region.
Oct 22, 20266 min readCalculate subscription box churn from renewal and order exports. Separate cancellations, skipped shipments and pauses, then reconcile retained subscriptions with shipment revenue.
Oct 20, 20264 min readCustomer survival analysis compares retention at the same customer age. Build an observed retention table from dated account exports, handle unfinished observation windows, and check every denominator.
Oct 17, 20265 min readChurn in banking separates closed products, lost relationships and inactive accounts. Reconcile all three to a fixed opening cohort and compare the relationship revenue attached to each outcome.
Oct 16, 20265 min readCustomer success analytics connects account adoption and service effort with renewal and expansion outcomes. Build a comparable account table from your exports, calculate the measures in Excel, and reconcile the results before assigning action.
Oct 15, 20265 min read