Metric registry
Metric passport
Client retention
Two defensible calculations disagree. Until one governed definition is approved, this number stays out of shared reporting.
Reporting periodLast 30 generated daysUpdated Aug 13 · 08:15
Current definition
The governed meaning of this number
Share of the eligible opening cohort retained through the reporting period.
- Formula
- Retained eligible accounts ÷ eligible opening cohort
- Accountable owner
- Revenue operations owner
- Governance steward
- Governance steward
Sources of truth
Where the inputs come from, and how fresh they are
- CRM platformStatus snapshot Aug 13 · 08:00External input
- Finance systemBilled revenue through Aug 12External input
Two defensible calculations
Two source-aligned calculations both follow defensible rules and produce different results. Neither is wrong; they answer different questions. The organization cannot act from one number until a single definition is approved.
Accounts marked active in the CRM at period end.
Revenue operations ownerAccounts with an active contract and billed revenue in the trailing 90 days.
Finance controllerApproved target 88.0% · Prior period 87.9%
Rule-by-rule reconciliation
Why the two results differ, one rule at a time
| Rule | CRM treatment | Finance treatment | Impact |
|---|---|---|---|
| Eligible opening cohort | Active CRM accounts | Active contract + billed in trailing 90 days | −46 accounts |
| Paused contracts | Counted as retained | Excluded after 60 days paused | −18 accounts |
| Acquired accounts | Counted by local account | Rolled up to canonical parent | −6 duplicates |
| Cancellation timing | Current status only | Effective cancellation date | −14 accounts |
Why this number is withheld
Baseline evidence is blocked: six acquired accounts lack a canonical parent identifier and 14 cancellation statuses are stale. Until the evidence gate passes and one definition is approved, this metric remains disputed and is excluded from shared dashboards.
Readiness gates
Certification requires every gate to pass. This metric is currently disputed.
- DefinitionIn review
Proposed version 2.1 awaits approval by the accountable executive.
- CustodianReady
Business owner and governance steward are assigned and active.
- Sources of truthReady
The CRM supplies account status; the finance system supplies contract and billing facts.
- Baseline evidenceBlocked
Six missing parent identities and 14 stale cancellation statuses.
- Approved targetReady
The 88.0% target is approved in the operating plan.
Definition history
Every version, dated and attributed
- v2.1
Proposed
Adds contract, billed-revenue, paused-client, and acquired-account rules.
Governance steward - v1.0
Approved
Retention counted from active CRM account status.
Revenue operations owner
Decision log
Dated decisions with accountable roles
- Decision
Reconciliation opened
Cancellation evidence and parent-account exceptions entered the operations control queue.
Revenue operations steward - Decision
Amendment proposed
Definition version 2.1 adds the contract, revenue, paused-client, and acquired-account rules.
Governance steward - Decision
Certification gate failed
Canonical-parent uniqueness and cancellation freshness fell below threshold.
Automated quality monitor
Evidence states
Certified — Every readiness gate passed and the result is approved for decision use. Reviewed — The definition and its inputs were reviewed by the accountable roles. Provisional — The number renders while its definition or evidence is still in review. Disputed — Defensible calculations disagree; the metric is excluded from shared reporting.