I’m looking at a way to report on Churn each quarter without having to manually export and calculate.
Ideally I’d like to see summarised the number of Clients, number of Non-Paying Clients and number of Ex-Clients as at a specified date, but only the clients churned during the current quarter (bonus points for also having a list of churned clients and reason churned).
I can’t see a way to filter the dates for Ex-Clients - any suggestions on how I could get this to work?
Hi @MargaretNZ,
That depends on how you track who’s a client, who’s a non-paying client and who’s an ex-client – can you share a bit more context about how you currently see / identify this information in your CRM?
HubSpot doesn’t track this out of the box / automatically. It would have to be something that you’ve set up, using custom properties, for example, or maintaining contract dates on deal records.
Best regards
Hi Karsten!
We are using the HubSpot field ‘Type’ in the Company Record. This is a Radio select button which includes the three client options - Client, Non-Paying Client and Ex-Client, as well as Prospect, Partner, Supplier and ‘Other’.
I’m comfortable that the Client and Non-Paying Client records are correct. When a client cancels their subscription, part of the process is to manually change this field to ‘Ex-Client’.
Does that help?
Margaret
Hi @MargaretNZ,
In that case a simple pie chart could do the trick?
Navigate to Menu > Reports > Reports > Create report > Single object > Companies.
Und Filters in the top left corner, select all time as a date range.
Under Data, add Type.
In the Visualization tab, drag and drop Type and Count of Companies into the Displaying area. Then select a pie chart as a chart type.
Let me know if you have any follow-up questions!
Hi Karsten
My problem is that I want to concurrently show current paying and non-paying, along with ex-clients in a time period, not all time (eg they became ex-clients in Apr-Jun). What you suggest shows me an alltime value for ex-clients. Does that make sense?
Marg
Hi @MargaretNZ,
If you’re only maintaining the type property, not including a date property, this is not possible. You would have to maintain a churn date property, for example, so that you can reference it in reports.
Hmmm .. you’re onto something here! We do have a workflow that date
stamps ‘Date Left’ when a company record is updated to ‘ex-client’ type.
This means that I can report on ex-clients in isolation, but I still can’t
figure out how to combine that data in a report that includes current
clients AND ex clients. I’ll keep working on it, or will maybe have to do
it manually, which I dislike! Thank you for your help.
Maybe it will help you, generate a KPI type report, in the values section, add the total value of customers and then the total value of ex-customers.
Then in the graph options enable the “Show percent change comparison” option.
Currently I am trying to report the Churn Rate but this percentage is giving me the inverted value.
I am trying to graph Churn rate of customers. For this I compare the total contacts, followed by the contacts that are in stage Customer. All this is limited to the date of creation of the contact. But when I enable the “Show percent change comparison” option, the value is inverted.
For example if I have 4 new contacts and 3 are currently customers the card shows me “<25%”. it should be only 75%.