ConnectWise Customer Success KPI Dashboard - Churn, GRR, NRR & Health Metrics

Customer Health

Average Health Score

8.2

82%

At Risk Customers

Healthy Customers

287

92%

Trend (30 days)

+3.2%

↑

Health Score Distribution

Customer Health Details

Customer	Health Score	Last Activity	Risk Factor
AC Acme Corp Enterprise	9.2	2 hours ago	Low
TB TechBase Solutions Mid-Market	6.8	1 day ago	Medium
DS DataSync Pro Small Business	4.2	5 days ago	High

Churn Analytics

Monthly Churn Rate

5.2%

↓

Annual Churn Rate

18.4%

↓

Churned Revenue

$247K

Churn Prevention

34%

↑

Churn Trend Analysis

Churn Reasons

Pricing Concerns

35%

Product Fit

28%

Support Issues

22%

Competition

15%

Churn Risk Scoring

High Risk 12 customers

Medium Risk 28 customers

Low Risk 156 customers

Recent Churn Events

Customer	MRR	Tenure	Churn Date	Reason
TechFlow Inc Enterprise	$4,200	18 months	2024-01-15	Pricing
CloudSync Pro Mid-Market	$2,800	12 months	2024-01-12	Support
DataVault Systems SMB	,500	8 months	2024-01-10	Competition

Product Usage Analytics

Active Users

1,247

↑

Feature Adoption

78%

↑

Daily Active Users

892

↑

License Utilization

94%

↑

Feature Adoption Timeline

Module Usage Distribution

PSA (Professional Services Automation)

92%

RMM (Remote Monitoring)

87%

Cybersecurity Suite

76%

CPQ & Billing

68%

Remote Access

54%

Usage Heatmap

Mon

Tue

Wed

Thu

Fri

Sat

Sun

Top Usage Patterns

Feature	Usage Count	Active Users	Engagement Score	Last Used
PSA Dashboard	24,832	1,247	9.1/10	2 hours ago
RMM Console	18,947	892	8.7/10	1 day ago
Cyber Dashboard	15,234	756	7.2/10	3 days ago

Revenue Metrics

Monthly Recurring Revenue

$2.4M

↑

Gross Revenue Retention

92.3%

92%

Net Revenue Retention

108.7%

108%

Average MRR

,847

MRR Growth Trend

Revenue by Tier

Enterprise ,247K

Mid-Market $892K

SMB $234K

GRR vs NRR

Expansion Revenue

Upsells 56K

Cross-sells $89K

Add-ons $45K

Revenue Performance by Customer

Customer	Current MRR	Previous MRR	Growth %	GRR	NRR
TechFlow Inc Enterprise	$4,200	$3,800	+10.5%	100%	110%
CloudSync Pro Mid-Market	$2,800	$2,500	+12.0%	100%	112%
DataVault Systems SMB	,500	,600	-6.3%	93.8%	93.8%

+ (value / 1000000).toFixed(1) + 'M'; } } } } } }); const retentionCtx = document.getElementById('retentionChart').getContext('2d'); new Chart(retentionCtx, { type: 'doughnut', data: { labels: ['GRR', 'NRR - Expansion', 'Churn'], datasets: [{ data: [92.3, 16.4, 8.7], backgroundColor: ['#3B82F6', '#10B981', '#EF4444'], borderWidth: 0 }] }, options: { maintainAspectRatio: false, plugins: { legend: { position: 'bottom' } } } });

Customer Success Metrics

Calls per Month

847

Partner Health

8.2/10

CSAT Score

94%

Customer Success Score Distribution

Enterprise Segment

Calls per Month 247

Partner Health Score 9.1/10

CSAT Score 96%

Time to Resolution 2.1 hrs

Mid-Market Segment

Calls per Month 356

Partner Health Score 8.4/10

CSAT Score 92%

Time to Resolution 4.2 hrs

SMB Segment

Calls per Month 244

Partner Health Score 7.2/10

CSAT Score 89%

Time to Resolution 6.8 hrs

Top Customers by Success Metrics

Customer	Partner Health	CSAT Score	Support Calls	Resolution Time
Leap Consulting	9.2/10	96%	42	1.2 hrs
ITed Solutions	8.7/10	94%	28	3.5 hrs
TechMD	6.8/10	87%	15	7.8 hrs

Risk Prediction

High Risk

Medium Risk

⚠

Predicted Churn

↓

Accuracy Rate

94%

✓

Risk Score Distribution

Risk Factors Impact

Usage Decline

85%

Support Tickets

72%

Payment Delays

68%

Feature Adoption

45%

AI Risk Indicators

Model Confidence 94.7%

False Positive Rate 6.2%

Prediction Window 30 days

At-Risk Customers

Customer	Risk Score	Risk Factors	Prediction Date
A AlphaTech Solutions Mid-Market	8.7/10	Usage -78%, Support 12 tickets	2024-01-15
B BetaCorp Systems Enterprise	6.4/10	Payment delay, NPS 4/10	2024-01-14
C CloudFirst Inc SMB	9.1/10	No activity 45 days, contract ending	2024-01-13

Team Performance

CSAT Score

94.2%

↑

Response Time

2.3h

↓

Resolution Rate

87%

↑

NPS Score

↑

Team Performance Trends

Top Performers

Sarah Johnson

Senior CSM

98%

CSAT

Mike Chen

CSM Lead

95%

CSAT

Emma Davis

CSM

92%

CSAT

Team Metrics

Average Handle Time 12.5 min

First Contact Resolution 78%

Escalation Rate 12%

Customer Health Score 8.4/10

Individual Performance Metrics

Team Member	Cases	CSAT	Response Time	Resolution Rate
SJ Sarah Johnson Senior CSM	47	98%	1.2h	94%
MC Mike Chen CSM Lead	52	95%	1.8h	91%
ED Emma Davis CSM	38	92%	2.1h	89%

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