Contract Churn Details

This page enables you to view additional details for your Contract Churn metric. The data represented is extracted mainly from the Contract Line Item object in Billing Central. For more information, see The Billing Contracts Dataset.

Charts in the Details Page

The details page for the Churn metric contains the following charts.

Chart

Description
Recurring Revenue and Contract Churn Over Time This stacked bar chart displays the value of the recurring revenue and the contract churn for the last two quarters. Each bar represents a month within the time range.
Churn This treemap chart displays the recurring revenue value for contract churn as well as the number of contracts lost.
Contract Line Items Table Displays a list of the Contract Line Items records that impact the KPI displayed by this page. This table highlights lost customer accounts (Churn).

Using the Churn Chart

This chart enables you to view the potential amount of revenue lost due to contract churn as well as the number of contracts lost. By default only the revenue for the latest ten churned customers within the last two quarters are displayed grouped by account name. You can change these criteria using the drop-down selectors.

Drop-down Selector Options
Grouping

To change the groupings displayed by this chart, use the grouping drop-down. You can choose between the following dimensions:

  • Account Billing City
  • Account Billing Country
  • Account Billing State
  • Account Industry
  • Account Name
  • Account Type
  • Company Name
  • Contract Is Renewal Of Previous Contract
  • Contract Line Item Billing Type
  • Contract Line Item Revenue Category
  • Contract Reason For Ending Contract
  • Contract Status
  • Opportunity Name
  • Opportunity Owner Name
  • Opportunity Type
  • Product Family
  • Product Name
Churn Type

To change the churn type displayed by this chart, use the grouping drop-down. You can choose between displaying the revenue value or the number of customer accounts using the following settings:

  • Recurring Revenue Churn
  • Account Churn
Risk Selection

To change the number of contract line items displayed by this chart, use the Risk Selection drop-down. You can choose between the following settings:

  • All — Displays all contract line items that have expired within the last two quarters.
  • Last 20 Expired — Displays the last 20 contracts that have expired.
  • Last 10 Expired — Displays the last 10 contracts that have expired.
  • Last 5 Expired — Displays the last five contracts that have expired.

Using the Contract Line Items Table

The Contract Line Items table provides you with an itemized summary of the data displayed by this page grouped by account. Use this table to explore the details relevant to each customer, you can also drill down into the respective account or contract records. Also, the lost customer accounts are automatically highlighted and sorted to be displayed at the top of the table.

Note: Accounts are considered lost (Churn) when they do not have any active contracts associated. This table highlights the customer churn within the last two quarters.

Drilling Down to Documents

To drill down to documents:

  1. Hover over a cell in the Account Name or Contract Number column in the table.
  2. Click the Arrow that appears, then click Open Record.

The related record opens in a new FinancialForceAccounting or Billing Central tab.