Account Growth Report

Overview

The Account Growth Report empowers you to track the growth and churn rates of your customer base. The report provides easy-to-consume summaries of your Existing, New, and Churned customers, as well as the ability to analyze your growth and churn trends by CSM, Sales Person, and/or any other Account Segment. 

The Account Growth Report is located under the "Dashboards" section of the main menu. It is available to all users. Individual contributors can use this report to keep a pulse on their book of business, while CS Management can leverage this report for team-wide trends for their executive team. 

Please note that only accounts with a value in the Tenure (Days) field will appear in the Account Growth Report. To see how the Tenure field is calculated, please refer to this Knowledge Base article.

Filters

Use the options at the top to filter the report by team member and/or Account Segment. You can also adjust the date range of the report, as well as determine the grouping you desire (Monthly or Quarterly). 

Account Growth Graph

This chart provides a visual of the growth and churn of your customer base, based on the date range and grouping you have selected. For each group in your range (i.e. each month or each quarter), the following values will be provided:

• Existing Customers (blue) - These are accounts that were already customers at the start of the range AND that did not churn during the range. 
• New Customers (green) - These are accounts that became customers during the range, i.e. their Start Date is within the range. 
• Churned Customers (red) - These are accounts that stopped being customers during the range, i.e. their End Date is within the range. 
• New and Churned Customers (gray) - These are accounts that both became customers AND churned within the range (ex: Company ABC's Start Date was 8/2/2018 and End Date was 8/29/2018). 

Additionally, the following calculations will be provided for each range:

• Total Accounts (aka Total Accounts at End) - Existing + New Accounts
• Next Growth Rate - ((Accounts at End - Accounts at Start) / Accounts at Start)*100
  • Accounts at End = Existing + New
  • Accounts at Start = Existing + Churned
• Churn Rate - (Churned Accounts / Accounts at Start)*100
  • Accounts at Start = Existing + Churned

IMPORTANT: Please note that all the values provided in this report are at the CUSTOMER/LOGO level. This report does not look at customer opportunities/subscriptions/contracts, so monetary expansions or contractions to customers will not be reflected in this report. This type of subscription management is quite complex, your team likely has financial software that covers this type of reporting. 

Account Details 

The lower half of the dashboard lets you view details for the specific accounts that make up each of the types above. You can select the range you want to view (i.e. the month or the quarter), as well as the type of account you are interested in (i.e. New, Existing, Churned, All). You can also use our bulk actions feature to easily add Account tags, create tasks, compose messages, enter the Accounts into a Play, or export to a CSV file.