Vendor dashboard
Revenue grows when delivery is fast and customers are successful
Last 30 days · Data updated 2 hours ago
Service revenue = revenue generated from customer-paid delivery
Service Revenue performance driven by delivery
Shows how revenue is growing, shrinking, and stabilising over time
Revenue is growing driven by strong retention from fast delivery
Service revenue retained from delivery
Net Revenue Retention (NRR)
109.6%
Retained revenue from completed service
Last 30 days
Core service revenue retained
Gross Revenue Retention (GRR)
92.8%
Retained revenue excluding expansion
Last 30 days
NRR movement breakdown
Retention driven by speed to value
Faster delivery increases retained service revenue
Faster delivery drives retentionAccounts delivered in <14 days retain 97% vs 71% for those over 30 days
Retention driven by speed to value
Retention by Time to Value (TTV)
| Time to value | Retention | Total revenue | Churned revenue | |
|---|---|---|---|---|
| < 14 days | 97% | £48k | -£1k | |
| 14–21 days | 93% | £62k | -£4k | |
| 21–30 days | 85% | £31k | -£5k | |
| > 30 days | 71% | £15k | -£4k |
Service speed and delivery performance
Execution speed drives time to value and impacts retention and payback
Delivery speed directly impacts retention
Speed to first value
Time to Value (TTV)
Average days to value
18days
Revenue-weighted avg
16.8days
Distribution
24% of deliveries are missing SLA targetSlower delivery reduces retention — 71% retention for >30d vs 97% for <14d. Closing this gap is the fastest path to GRR improvement.
Revenue in service
Revenue moving from design through implementation to delivered value
In design
£287k
11d avg time in stage
76% → next stage
In delivery
£156k
18d avg time in stage
68% → next stage
Awaiting sign-off
£41k
8d avg time in stage
78% → next stage
Delivered
£298k
Active service revenue (ASR)
Revenue at risk
Where delivery is reducing revenue
Biggest risk: SLA breach across 3 accounts — £19k at risk
Owned by CSM North TeamWhere delivery is reducing revenue
Revenue at risk by cause
£44k
total at risk +£4k vs last period
Revenue at risk = revenue impacted by delivery issues
SLA breach
£19k
Delivery delay
£8k
Failing CSAT
£6k
Stuck >30 days
£11k
8.4% of lifecycle revenue is currently at risk
Unresolved leakage impacts GRR and future NRR — address root causes to protect retention
Drivers of risk
Top factors impacting retention
Partner Apex
+£14k retained
CSM North Team
-£8k at risk
Product: CRM Connector
-£6k delayed
Customer experience driving retention
Service experience is shaping future revenue retention
Customer experience driving retention
Customer Satisfaction (CSAT) and retention risk
Avg CSAT
4.6/ 5
Revenue-weighted CSAT
4.4/ 5
Weighted by deal size
Revenue at renewal risk
£18k
Revenue awaiting CSAT
£41k
Impact chain
Forward retention risk
£22k likely to churn
2 accounts at risk · Medium confidence
Work entering service
How leads and scoped work become active service revenue
Revenue entering service
Conversion from scoped demand to committed service
Lead to BRD conversion
63%
Revenue created at BRD
£287k
Avg days lead to scoped
11days
-1 day vs last period
Top customers
By total spend · Revenue-weighted CSAT
Sort by
| Customer | Leads | Delivered | CSAT | Rev. CSAT | Total spend | Rev. awaiting CSAT | Status |
|---|---|---|---|---|---|---|---|
AI Apex Industries Top | 28 | 22 | 4.8 | 4.7 | £41,200 | — | Stable |
NF Northgate Finance | 21 | 17 | 4.5 | 4.3 | £33,600 | £8k | At risk |
SR Solaris Retail | 19 | 14 | 4.7 | 4.5 | £28,900 | £5k | Stable |
CH Crestview Health | 15 | 11 | 4.3 | 3.9 | £22,100 | — | At risk |
ML Meridian Legal | 12 | 9 | 4.9 | 4.8 | £18,500 | — | Stable |