Churn Insights Reports - Overview
The Churn Insights reports in Zoho Billing allow you to view important metrics related to your business’s churn. These reports are particularly helpful to gain insights on your business’s health, especially related to churn.
Navigating to Churn Insights Reports
To track and analyze customer churn across your business, access the churn-related reports from the Reports section. These reports provide clear visibility into subscription cancellations, churn trends, and more.
Here’s how you can track Churn insights-related reports:
Log in to your Zoho Billing organization.
Click Reports on the left sidebar.
Scroll to Churn Insights under Report Category.
In the Churn Insights reports list, you can select your preferred report to view the detailed analytics.
Zoho Billing supports the following Churn Insights reports:
Net Cancellations
The Net Cancellations report gives you insights into how many subscriptions are being canceled across the period, after accounting for the reactivated subscriptions.
You can view this report based on selected products or all products, and customize it further to view it for selected plans of the selected products or all plans of selected products.
Formula:
Net Cancellations = Total Cancellations in the selected period - Total Reactivations in the same period
Performance Overview
Based on the selected date range, you can view the following details:
- Current Net Cancellations - The total net cancellations for the latest period in the selected Date Range.
- Week on Week - The growth percentage in the selected period’s net cancellations compared to the previous week.
- Month on Month - The growth percentage in the selected period’s net cancellations compared to the previous month.
- Quarter on Quarter - The growth percentage in the selected period’s net cancellations compared to the previous quarter.
- Year on Year - The growth percentage in the selected period’s net cancellations compared to the previous year.
Chart View
The chart gives a visual representation of the net cancellations for each period in the selected date range. You can choose to display the chart as a Line chart or Bar chart.
You can also group the data by:
- Months - You can view the net cancellations for each month in the selected period.
- Days - You can view the net cancellations for each day in the selected period.
Breakdown View
The breakdown view displays the daily or monthly net cancellations for the selected products for each period, allowing you to analyze patterns about how your business handles cancellations across different periods, along with the number of cancellations and reactivations for each period.
You can click on any metric in the first column to view the list of all subscriptions that have contributed to each metric. You can also click any metric of each month to view the list of subscriptions that contributed to the metric for that month.
Insight: The Net Cancellation Details report is a drilldown report of Net Cancellations, which can be accessed by clicking on any metric in the breakdown view. This is particularly helpful to customize it further through filters, set export preferences, export them, and group them according to your needs.
How is the Net Cancellations report helpful for your business?
The Net Cancellations report is helpful to keep track of the overall health of your subscription business, by keeping track of the overall cancellations and reactivations for each period.
Scenario: Aaron Brown, a manager at Zylker, wants to view the performance of the company in retaining its customers in the last 6 months. Using the Net Cancellations report in Zoho Billing, he can view the number of subscriptions that are being cancelled and reactivated in each month. Based on the report, if he finds the net cancellations to high, he can reach out to his team to analyze this further, and reduce the number of subscriptions that are being canceled.
Churn Rate
The Churn Rate report gives you insights into the percentage at which your customers cancel their subscriptions over a period of time.
You can view this report based on selected products or all products, and customize it further to view it for selected plans of the selected products or all plans of selected products.
Formula:
Churn Rate = Subscriptions canceled in a period/Total number of subscriptions in the beginning of the period x 100
Performance Overview
Based on the selected date range, you can view the following details:
- Current Churn Rate - The total churn rate for the latest period in the selected Date Range.
- Week on Week - The growth percentage in the selected period’s churn rate compared to the previous week.
- Month on Month - The growth percentage in the selected period’s churn rate compared to the previous month.
- Quarter on Quarter - The growth percentage in the selected period’s churn rate compared to the previous quarter.
- Year on Year - The growth percentage in the selected period’s churn rate compared to the previous year.
Chart View
The chart gives a visual representation of the churn rate for each period in the selected date range. You can choose to display the chart as a Line chart or Bar chart.
You can also group the data by:
- Months - You can view the churn rates for each month in the selected period.
- Days - You can view the churn rates for each day in the selected period.
Breakdown View
The breakdown view displays the daily or monthly churn rates for the selected products for each period, allowing you to analyze patterns about what percentage of subscriptions are being canceled across different periods.
How is this report helpful for your business?
The Churn Rate report allows you to analyze the trend in the percentage of subscriptions that are being canceled over a period of time. This is also particularly useful to identify periods of time when the churn rate might have gone high, which allows you to dive deep into the the factors that might have influenced it. You can also identify periods when the churn rate might have been low, and try to analyze the factors contributing to the same, and try to replicate the same.
Scenario: Aaron wants to view the churn rate of the company for the current year. Using the Churn Rate report in Zoho Billing, he can view the trend of the churn rate in the current year and identify periods when the churn rate was higher or lower than usual. He can find the factors that contributed to the churn rates in these periods, and try to keep the rate under control.
Cancellations by Country
The Cancellations by Country report provides the total number of subscriptions that are canceled during a selected period, grouped by your customers’ country. It shows how cancellations are distributed across different geographic regions, helping you identify countries with higher churn.
You can view this report based on different date ranges, and for selected products or all products, and further customize it to view data for selected plans of selected products or all plans of selected products.
How is this report helpful for your business?
The Cancellations by Country report helps you assess churn based on your customers’ geographic location and identify high-risk regions. By analyzing country-wise cancellation trends, you can take targeted actions such as optimizing regional pricing, launching region-specific retention campaigns, and other business-specific strategies to reduce churn.
Patricia is the Subscription Manager at Zylker and oversees subscriptions across three different geographic regions. One of these regions does not have localized customer support or region-specific service coverage. Over time, she notices a steady increase in overall cancellations but cannot determine whether the issue is product-related, pricing-related, or region-specific from high-level churn reports.
To investigate whether the problem is tied to a specific market, she uses the Cancellations by Country report to analyze cancellations by region. The report clearly shows that the majority of cancellations are coming from the region without localized support.
This insight confirms that churn is being driven by a regional service gap, not by product performance. Based on this, Patricia prioritizes enabling localized customer support and region-specific service initiatives for that market, helping reduce cancellations and improve retention in that region.
Cancellations by Product
The Cancellations by Product report shows the number of subscriptions that are canceled during a selected period for each product, helping you compare churn across products and identify products with higher churn to understand product-level performance trends.
You can view this report based on different date ranges, and for selected products or all products, and further customize it to view data for selected plans of selected products or all plans of selected products.
How is this report helpful for your business?
The Cancellations by Product report helps you assess churn at a product level and identify underperforming products. By analyzing product-wise cancellation trends, you can take targeted actions such as improving product features, optimizing pricing, enhancing onboarding experiences, and launching targeted customer education and retention strategies to reduce cancellations.
Patricia is planning resource allocation for the next quarter and needs to decide where to focus customer success and product enhancements. While overall churn metrics show an increase, they do not reveal which products are driving customer loss.
To support her planning, she uses the Cancellations by Product report to compare churn across all subscription products. The report reveals that one mid-tier product has consistently higher cancellations than both entry-level and premium offerings.
This insight helps her make a strategic decision to prioritize customer success resources, proactive outreach, and retention programs for that specific product. As a result, Zylker improves retention efficiency and reduces churn by targeting the product that has the highest business risk.
Revenue Churn
The Revenue Churn report displays the percentage of MRR that is being lost due to subscription churn. You can customize the report by excluding subscription downgrades, allowing you to view the report only for subscriptions that have been canceled.
You can view this report based on selected products or all products, and customize it further to view it for selected plans of the selected products or all plans of selected products.
You can also view the report based on the churn type:
Net Revenue Churn - This measures the loss in MRR after accounting for expansions, allowing you to gain insights into how churn affects your recurring revenue, after accounting for upselling and cross-selling.
Formula:
Net Revenue Churn = (Churn MRR - Expansion MRR)/Previous MRR x 100Gross Revenue Churn - This measures the loss in MRR due to subscription churns, without accounting for expansions.
Formula:
Gross Revenue Churn = (Churn MRR/Previous MRR) x 100
Performance Overview
Based on the selected date range, you can view the following details:
- Current Revenue Churn - The total revenue churn rate for the latest period in the selected Date Range.
- Week on Week - The growth percentage in the selected period’s revenue churn rate compared to the previous week.
- Month on Month - The growth percentage in the selected period’s revenue churn rate compared to the previous month.
- Quarter on Quarter - The growth percentage in the selected period’s revenue churn rate compared to the previous quarter.
- Year on Year - The growth percentage in the selected period’s revenue churn rate compared to the previous year.
Chart View
The chart gives a visual representation of the churn rate for each period in the selected date range. You can choose to display the chart as a Line chart or Bar chart.
You can also group the data by:
- Months - You can view the revenue churn rates for each month in the selected period.
- Days - You can view the revenue churn rates for each day in the selected period.
Breakdown View
The breakdown view displays the gross revenue churn rate or net revenue churn rate for each day or month in the selected products, allowing you to analyze patterns about what percentage of revenue is being lost due to churn across different periods.
How is this report helpful for your business?
The Revenue Churn report lets you analyze the trend in the percentage of revenue that is being lost due to customer churn over a period of time. This is particularly helpful to find out the periods during which the company has lost more revenue due to churn than usual.
Scenario: Let’s say Aaron wants to view what percentage of revenue is being lost due to churn for the current year. Using the Revenue Churn Rate report in Zoho Billing, he can view the trend of the revenue churn rate in the current year and identify periods when it was higher or lower than usual. He can find the factors that contributed to the churn rates in these periods, and try to keep the rate under control.
Report Functions
The Churn Insights reports supports the following report functions:
| Report Functions | Net Cancellations | Churn Rate | Cancellations by Country | Cancellations By Product | Revenue Churn |
|---|---|---|---|---|---|
| Filter Report | ✔ | ✔ | ✔ | ✔ | ✔ |
| Compare Report | ✔ | ✔ | X | X | ✔ |
| Group Report | ✔ | ✔ | ✔ | ✔ | X |
| Customize Report Columns | X | X | X | X | X |
| Sort Columns | X | X | ✔ | ✔ | X |
| Schedule Report | ✔ | ✔ | X | X | ✔ |
| Share Report | ✔ | ✔ | ✔ | ✔ | ✔ |
| Export Report | ✔ | ✔ | X | X | ✔ |
| Custom Report | X | X | X | X | X |
| Print Report | X | X | X | X | X |
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