Churn report based on date a property changes?

Smart CRM & Sales Hub CRM
,
1

Hello,

I want to create a report that helps calculate churn. Because of how we’re using deals at the moment, it’s not currently possible to use HubSpot’s churn report.

We have a property that gives us the status of a customer’s account. It’s called “Customer Status” and has the options of yes and expired. (We use this along with an expiration date property, license type property and deal stages.)

Can I run a report that filters accounts by the date that the Customer Status property changes to expired? I’ve been working with the custom report builder and so far I haven’t been able to do this - I’m hoping it’s possible.

Thanks in advance for your help!

Jenny

2

Hey @Jenny26, thank you for posting in our Community!

To create a churn report based on when the “Customer Status” changes to “expired,” you can use a workflow to update a custom date property (e.g., “Churn Date”) when the status changes. Then, build a custom report filtering accounts by this “Churn Date” property. This should give you the data you need.

To our top experts, @KubaNowakowski and @danmoyle any recommendations for @Jenny26 matter?

Thank you,

Pam

3

Your solution looks good to me @PamCotton . We actualy did something simillar in our HS. On company record we store info in lead status field if someone is an exclient and in the other field called become exclient date what day they terminated their services. Then we have a report displaying by become exclient date how nay companies with lead staus exclient we have and boom your churn is displayed. You can build a cutom report on companied and deals to report on what products added to their deals the customers had to get further info

4

Thank you,@PamCotton and @KubaNowakowski ! This was very helpful! I think this will work wonderfully.

Question - what if an expired client decides to subscribe to our software again? How do we track that change?

5

Hi @Jenny26,

Creating a custom churn report in HubSpot is definitely possible, even if you’re not using the default churn report. Since you have a “Customer Status” property, here’s a simple way to set up your report:

  1. Track Expired Status:

    • Use the “Customer Status” property to indicate when a customer becomes expired. Store this change in a separate date property, like “Expiration Date.”

  2. Monitor Re-Subscriptions:

    • If an expired client subscribes again, update their “Customer Status” back to “Yes” and record this change in a new date property, like “Re-Subscription Date.”

  3. Build the Report:

    • Go to the “Reports” tab and click “Create report.”
    • Select “Custom Report Builder.”
    • Choose “Contacts” as your data source.
    • Add the “Customer Status,” “Expiration Date,” and “Re-Subscription Date” fields to your report.
    • Apply filters to show only contacts where “Customer Status” is “Expired” and sort by “Expiration Date.”

This setup will help you track churn by showing you how many customers have expired status over time. To track re-subscriptions, you can filter by “Re-Subscription Date” as needed.

For more detailed steps and additional guidance, check out HubSpot’s custom report builder guide.
Best regards,

Did this post resolve your question? If so, please help the community by marking it as the accepted solution.

6

Thank you!