SaaS & Subscriptions / Customer Success
Logo Churn Rate
The percentage of customers (by count, not dollars) who left during the period.
The fork, why two teams get different numbers
Three disagreements.
In the Metric Library
- The full fork, both definitions worked all the way through
- The trap that makes the number lie, on a real export
- Every formula variant, spelled out
- The reconciliation anchor, what to tie it to and when to refuse
Reference: SaaS operating-metric convention (no single standards body)