Glossary

Renewal Intelligence Glossary

Key terms and concepts for renewal operations, customer success, and revenue retention.

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Churn Rate

Churn rate measures the percentage of customers or revenue lost over a given period. Customer churn counts logos lost; revenue churn measures the dollar impact. Both are essential for understanding retention health.

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Gross Revenue Retention (GRR)

Gross Revenue Retention measures the percentage of recurring revenue retained from existing customers over a period, excluding expansion. GRR only accounts for contraction and churn, making it a pure measure of your ability to keep what you have.

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Net Revenue Retention (NRR)

Net Revenue Retention measures the percentage of recurring revenue retained from existing customers over a period, including expansion, contraction, and churn. An NRR above 100% means the business is growing from its existing customer base alone.

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