Customer Retention

The Customer Retention report provides a visual breakdown of how long customers continue to generate value after being successfully approved by Revaly. By tracking each approval cohort over time, the report highlights the duration and consistency of retained revenue at the customer level.

By default, the report displays data from the last 12 months, with all values converted to USD. You can filter the report by Company or Currency using the controls in the top-right corner.

A heatmap-style table illustrates how approved customer cohorts are retained over time. Each row represents a group of customers whose transactions were approved in a given month, and each column represents the subsequent months in which those customers continue to rebill.

Key Elements:

• Customer Start Date: Date when a customer with a failed payment started recovery.
• Months of Retention: Shows the total number of monthly billing cycles retained by that cohort. This value is the sum of all cells in that row.
• Monthly Columns (e.g., Jan '24, Feb '24, etc.): Each cell shows the estimated number of customers from that cohort who are still being billed in a given calendar month. The first month represents the actual approvals observed; all subsequent values are modeled estimates based on expected customer lifetime.

When you hover over a specific cell in the chart, a tooltip shows the number of customers from a given recovery cohort who are retained in a specific calendar month.

• The value shown when hovering over the recovery month (e.g., Dec 2024 for the Dec 1 – Dec 31, 2024 cohort) shows the actual number of customers approved during that period, based on observed data.

• The values shown for subsequent months (e.g., Feb 2025 for the Dec 2024 cohort) show the estimated number of customers being rebilled from that original cohort still active in that month. These values are modeled using customer lifetime, with a simulated natural probability of a customer churning in a specific month.

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Important

The charts only include cohorts whose recovery started within the last 12 months. Any projected value from earlier cohorts is excluded.

The projected value is only displayed up to the current calendar month. Any value expected beyond the current month is not shown in the charts