Customer Success / RevOps
Contraction Rate ~ (aka "downsell rate", "downgrade rate", "partial churn")
The recurring revenue existing customers handed back without fully leaving, seat cuts, tier downgrades, dropped modules, as a share of what they were paying.
The fork, why two teams get different numbers
The churn/contraction boundary is the fork.
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 / RevOps convention - no single standards body