retention-report

Retention Report

Generic chassis variant. If a private operating repo (e.g. your own growth-os) defines a command with this name, that version is canonical for that repo's data.

The monthly readout for the right side of the bowtie. /weekly-review reads the direction; this puts a number on it: are you keeping and growing the revenue you've already won, or filling a leaking bucket? It rolls the account book up to the one number the whole motion answers to — net revenue retention.

From ops/customers.md (the account book, with its ARR column) and its git history over the period:

1. Set the period and the starting base. Default to the trailing month (or quarter). The cohort is the accounts you held at the start of the period — reconstruct their starting ARR from the book's git history (git show <commit-as-of-period-start>:ops/customers.md). New logos signed mid-period don't count toward retention.
2. Compute GRR and NRR — from the numbers, never eyeballed. Name the formula, then compute:
   • GRR (gross revenue retention) = (starting ARR − downgrades − churn) ÷ starting ARR. Caps at 100% — it's the floor, what you keep before any expansion.
   • NRR (net revenue retention) = (starting ARR + expansion − downgrades − churn) ÷ starting ARR. Above 100% means the base grew without a single new logo.
   • If the book doesn't carry ARR yet, say so and report the count-based picture instead (logos retained / at-risk / churned / expanded) — and add the column so next month computes.
3. Churn by reason. Group the accounts lost or downgraded this period by the real reason — value miss, champion exit, budget, product gap, fit. Use the same reasons churn-save logs. The reason column is the roadmap for retention; counts without reasons can't be acted on.
4. Expansion. Which accounts grew, by how much, and off what trigger — the EXPANSION-SIGNALs expansion-signal worked. Net expansion is what carries NRR above 100%.
5. The one read. State it plainly: is the base net-expanding or net-leaking? Below 100% NRR means acquisition spend is filling a leaking bucket (docs/operating-model.md — the one number). One line.
6. Next month's two bets. The single biggest retention risk to clear and the single biggest expansion to chase. Write them to the top of ops/priorities.md.

Lead with the two numbers and the one read. Don't pad it, and don't invent a number the book can't support — an honest count beats a confident guess. If a CRM is your system of record for ARR, reconcile against it per .claude/rules/crm-usage.md — read-only beyond what the daily rituals already persisted.