Mock data
Command CenterKPI CatalogCustomer Retention

Customer Retention Certified

Sales · Anaya Patel — Revenue Ops·Source: Salesforce / Certinia·Refresh: Monthly
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Definition
Gross revenue retention from customers at the start of the period, before expansion.
Formula
(Starting ARR − Churned ARR − Downgrade ARR) / Starting ARR × 100
Source System
Salesforce / Certinia
Data Owner
Anaya Patel — Revenue Ops
Refresh frequency
Monthly · last refresh 2026-05-15 20:21 UTC
Used in dashboards
Revenue Ops DashboardQBR Pack
Related KPIs
revenue-growthsla-compliance
Known limitations
Customers with active legal disputes are excluded from the cohort to avoid skewing the trend.
Trend · last 10 periods
94.2%
Current period
93.6%93.2%92.8%92.4%92.0%Aug 25Sep 25Oct 25Nov 25Dec 25Jan 26Feb 26Mar 26Apr 26May 26
Why did this move?
Top-100 account programme reduced churn by 0.9 pts. One mid-market account ($1.1M ARR) downgraded but did not churn.
AI Explanation
Customer Retention is Gross revenue retention from customers at the start of the period, before expansion.
Ask OpenKPI Agent
93%
Confidence Score
High confidence
Composite of data quality, freshness, completeness and definition stability.
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