Churn Insights Reports - Overview
The Churn Insights reports in Zoho Billing allow you to view important metrics related to your business’s churn. These reports are particularly helpful to gain insights on your business’s health, especially related to churn.
Zoho Billing supports the following Churn Insights reports:
- Net Cancellations
- Churn Rate
- Revenue Churn
Net Cancellations
The Net Cancellations report gives you insights into how many subscriptions are being canceled across the period, after accounting for the reactivated subscriptions.
You can view this report based on selected products or all products, and customize it further to view it for selected plans of the selected products or all plans of selected products.
Formula:
Net Cancellations = Total Cancellations in the selected period - Total Reactivations in the same period
Performance Overview
Based on the selected date range, you can view the following details:
- Current Net Cancellations - The total net cancellations for the latest period in the selected Date Range.
- Week on Week - The growth percentage in the selected period’s net cancellations compared to the previous week.
- Month on Month - The growth percentage in the selected period’s net cancellations compared to the previous month.
- Quarter on Quarter - The growth percentage in the selected period’s net cancellations compared to the previous quarter.
- Year on Year - The growth percentage in the selected period’s net cancellations compared to the previous year.
Chart View
The chart gives a visual representation of the net cancellations for each period in the selected date range. You can choose to display the chart as a Line chart or Bar chart.
You can also group the data by:
- Months - You can view the net cancellations for each month in the selected period.
- Days - You can view the net cancellations for each day in the selected period.
Breakdown View
The breakdown view displays the daily or monthly net cancellations for the selected products for each period, allowing you to analyze patterns about how your business handles cancellations across different periods, along with the number of cancellations and reactivations for each period.
You can click on any metric in the first column to view the list of all subscriptions that have contributed to each metric. You can also click any metric of each month to view the list of subscriptions that contributed to the metric for that month.
Insight: The Net Cancellation Details report is a drilldown report of Net Cancellations, which can be accessed by clicking on any metric in the breakdown view. This is particularly helpful to customize it further through filters, set export preferences, export them, and group them according to your needs.
How is the Net Cancellations report helpful for your business?
The Net Cancellations report is helpful to keep track of the overall health of your subscription business, by keeping track of the overall cancellations and reactivations for each period.
Scenario: Aaron Brown, a manager at Zylker, wants to view the performance of the company in retaining its customers in the last 6 months. Using the Net Cancellations report in Zoho Billing, he can view the number of subscriptions that are being cancelled and reactivated in each month. Based on the report, if he finds the net cancellations to high, he can reach out to his team to analyze this further, and reduce the number of subscriptions that are being canceled.
Churn Rate
The Churn Rate report gives you insights into the percentage at which your customers cancel their subscriptions over a period of time.
You can view this report based on selected products or all products, and customize it further to view it for selected plans of the selected products or all plans of selected products.
Formula:
Churn Rate = Subscriptions canceled in a period/Total number of subscriptions in the beginning of the period x 100
Performance Overview
Based on the selected date range, you can view the following details:
- Current Churn Rate - The total churn rate for the latest period in the selected Date Range.
- Week on Week - The growth percentage in the selected period’s churn rate compared to the previous week.
- Month on Month - The growth percentage in the selected period’s churn rate compared to the previous month.
- Quarter on Quarter - The growth percentage in the selected period’s churn rate compared to the previous quarter.
- Year on Year - The growth percentage in the selected period’s churn rate compared to the previous year.
Chart View
The chart gives a visual representation of the churn rate for each period in the selected date range. You can choose to display the chart as a Line chart or Bar chart.
You can also group the data by:
- Months - You can view the churn rates for each month in the selected period.
- Days - You can view the churn rates for each day in the selected period.
Breakdown View
The breakdown view displays the daily or monthly churn rates for the selected products for each period, allowing you to analyze patterns about what percentage of subscriptions are being canceled across different periods.
How is this report helpful for your business?
The Churn Rate report allows you to analyze the trend in the percentage of subscriptions that are being canceled over a period of time. This is also particularly useful to identify periods of time when the churn rate might have gone high, which allows you to dive deep into the the factors that might have influenced it. You can also identify periods when the churn rate might have been low, and try to analyze the factors contributing to the same, and try to replicate the same.
Scenario: Aaron wants to view the churn rate of the company for the current year. Using the Churn Rate report in Zoho Billing, he can view the trend of the churn rate in the current year and identify periods when the churn rate was higher or lower than usual. He can find the factors that contributed to the churn rates in these periods, and try to keep the rate under control.
Revenue Churn
The Revenue Churn report displays the percentage of MRR that is being lost due to subscription churn. You can customize the report by excluding subscription downgrades, allowing you to view the report only for subscriptions that have been canceled.
You can view this report based on selected products or all products, and customize it further to view it for selected plans of the selected products or all plans of selected products.
You can also view the report based on the churn type:
Net Revenue Churn - This measures the loss in MRR after accounting for expansions, allowing you to gain insights into how churn affects your recurring revenue, after accounting for upselling and cross-selling.
Formula:
Net Rrevenue Churn = (Churn MRR - Expansion MRR)/Previous MRR x 100Gross Revenue Churn - This measures the loss in MRR due to subscription churns, without accounting for expansions.
Formula:
Gross Revenue Churn = (Churn MRR/Previous MRR) x 100
Performance Overview
Based on the selected date range, you can view the following details:
- Current Revenue Churn - The total revenue churn rate for the latest period in the selected Date Range.
- Week on Week - The growth percentage in the selected period’s revenue churn rate compared to the previous week.
- Month on Month - The growth percentage in the selected period’s revenue churn rate compared to the previous month.
- Quarter on Quarter - The growth percentage in the selected period’s revenue churn rate compared to the previous quarter.
- Year on Year - The growth percentage in the selected period’s revenue churn rate compared to the previous year.
Chart View
The chart gives a visual representation of the churn rate for each period in the selected date range. You can choose to display the chart as a Line chart or Bar chart.
You can also group the data by:
- Months - You can view the revenue churn rates for each month in the selected period.
- Days - You can view the revenue churn rates for each day in the selected period.
Breakdown View
The breakdown view displays the gross revenue churn rate or net revenue churn rate for each day or month in the selected products, allowing you to analyze patterns about what percentage of revenue is being lost due to churn across different periods.
How is this report helpful for your business?
The Revenue Churn report lets you analyze the trend in the percentage of revenue that is being lost due to customer churn over a period of time. This is particularly helpful to find out the periods during which the company has lost more revenue due to churn than usual.
Scenario: Let’s say Aaron wants to view what percentage of revenue is being lost due to churn for the current year. Using the Revenue Churn Rate report in Zoho Billing, he can view the trend of the revenue churn rate in the current year and identify periods when it was higher or lower than usual. He can find the factors that contributed to the churn rates in these periods, and try to keep the rate under control.
Report Functions
The Churn Insights reports supports the following report functions:
| Report Functions | Net Cancellations | Churn Rate | Revenue Churn |
|---|---|---|---|
| Filter Report | ✔ | ✔ | ✔ |
| Compare Report | ✔ | ✔ | ✔ |
| Group Report | ✔ | ✔ | X |
| Customize Report Columns | X | X | X |
| Sort Columns | X | X | X |
| Schedule Report | ✔ | ✔ | ✔ |
| Share Report | ✔ | ✔ | ✔ |
| Export Report | ✔ | ✔ | ✔ |
| Custom Report | X | X | X |
| Print Report | X | X | X |
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